Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Service cloud
What do you like best about the product?
Easier and customizable
Voice feature
Customer satisfaction
Voice feature
Customer satisfaction
What do you dislike about the product?
Cost is more
Voice integration hard
Have been using from years
Voice integration hard
Have been using from years
What problems is the product solving and how is that benefiting you?
Easy communication
Simple to Use, No Major Drawbacks
What do you like best about the product?
The setup process is straightforward and using the platform is simple. I appreciate how a single environment brings the entire service together.
What do you dislike about the product?
Routing, utterance and intent mappings is complex
What problems is the product solving and how is that benefiting you?
Voice mapping
Effortless Efficiency with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud incredibly efficient in streamlining processes for our customer service, sales, and marketing efforts. The key feature of case management stands out, greatly enhancing our ability to manage customer experiences effectively. Its seamless integration with Tableau further complements our workflow. I would definitely repurchase it due to the efficiency it consistently brings to our operations.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I find the product streamlines processes and enhances efficiency, especially in our customer service, sales, and marketing through effective case management.
Great Features for Client Operations, but Service Console Feels Cluttered
What do you like best about the product?
Its features to help customers with operations and servicing their clients
What do you dislike about the product?
The service console is sometimes too cluttered
What problems is the product solving and how is that benefiting you?
Dispatching the right set of agents for right jobs
Great Case Management and Omnichannel Features, but WhatsApp Integration Needs Improvement
What do you like best about the product?
The feature I use most often is case management, which, along with its processes and automations, helps enable a comprehensive customer 360 view. However, the feature I enjoy the most is the live agents and omnichannel capabilities, especially because of the detailed performance monitoring they provide.
What do you dislike about the product?
I think the area that could benefit most from improvement is the current solution for WhatsApp integration and digital engagement. This is the aspect I would most like to see enhanced.
What problems is the product solving and how is that benefiting you?
A seamless way to centralize all of the company's internal work, ensuring everything is properly connected to the appropriate objects and records.
Great Case Management and Omni Channel, But Extra Fees for Field Service Permissions
What do you like best about the product?
Case management, Omni Channel are really slick.
What do you dislike about the product?
Pay for permission set for field service. Should be part of the package.
What problems is the product solving and how is that benefiting you?
Managing client expectations
Great Modular Design and Easy Access
What do you like best about the product?
Ease of access, modular; plug and play product.
What do you dislike about the product?
There are times when a technical approach is necessary.
What problems is the product solving and how is that benefiting you?
The ecosystem is evolving rapidly, which means there's a constant need to stay updated with the latest industry trends.
Great Case Management Features
What do you like best about the product?
Case management and case routing Omni channel
What do you dislike about the product?
Email to case, sometimes emails get lost and errors
What problems is the product solving and how is that benefiting you?
Customer service experience and voice
Efficient Customer Management and Omnichannel Support with AI Insights
What do you like best about the product?
Manage customer inquiries, complaints, and requests efficiently.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
What do you dislike about the product?
Licensing costs are significant — Service Cloud is priced per user, per month, and can quickly become expensive for large support teams.
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
What problems is the product solving and how is that benefiting you?
In the context of Salesforce Service Cloud, problem solving = managing the full lifecycle of an issue:
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Great Automated Case Management, But Some Drawbacks
What do you like best about the product?
Automated case management, assignment and new agentforce features
What do you dislike about the product?
Still believe that the ux should be improved and easier to stylize without hiring a salesforce consultant
What problems is the product solving and how is that benefiting you?
Tracking case requests for tech, sysadmins, document requests
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