Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
Simple to Handle Cases, No Major Dislikes
What do you like best about the product?
Simplicity to handle cases and get metrics
What do you dislike about the product?
There should be more easy ways to integrate
What problems is the product solving and how is that benefiting you?
Let us handle most of our customer concerns and conplaints
Powerful Customer Support with Robust Automation, but Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into one intelligent ecosystem. It allows agents to have a 360° view of each customer — including cases, interactions, and related data — so service becomes faster and more personalized. I also appreciate the automation features like Omni-Channel Routing, Case Assignment Rules, and Flow that reduce manual work and improve response times. Combined with Einstein AI for next-best actions and knowledge recommendations, it really helps teams deliver proactive, efficient service.
What do you dislike about the product?
While Salesforce Service Cloud is extremely powerful, its complexity can be overwhelming at times. There are so many configuration options and dependencies — especially when combining automation (Flows, Omni-Channel, Case Routing, etc.) — that it often requires strong admin or developer oversight to maintain. Also, user adoption can be challenging without proper training because the interface has so many features visible at once.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has streamlined our customer support operations by consolidating all service requests, emails, and case activities into one unified system. It helps our team manage large volumes of inquiries efficiently, track SLAs, and ensure timely follow-ups. Automation through Flows and Omni-Channel routing reduces manual workload and improves response time. As a result, we’ve seen better visibility into case metrics, faster resolution times, and an overall improvement in customer satisfaction.
Effective Integration and Promising Potential in Pilot Phase
What do you like best about the product?
The integration with built-in services is effective, and I appreciate the openness to further opportunities for enterprise-wide applications .
What do you dislike about the product?
I am still in the process of figuring things out, as I am currently conducting a pilot experiment.
What problems is the product solving and how is that benefiting you?
The communication and outreach to members is effective and ensures that everyone stays informed and engaged.
Great Integration and Flexibility
What do you like best about the product?
What really stands out is the extensive integration capabilities, along with the adaptability and flexibility to connect with external exchange platforms outside of the app.
What do you dislike about the product?
You have to buy each feature individually.
What problems is the product solving and how is that benefiting you?
It makes the life of our customer support reps easier with the user friendly UX and seem less connection with sales cloud
Great for Team Collaboration, but SLAs and Milestones Need Improvement
What do you like best about the product?
Flexible great for collaboration between teams
What do you dislike about the product?
Sla and milestones are not so natural to get
What problems is the product solving and how is that benefiting you?
Escalading tickets to multiple levels of the support chain
Great Features, but Sometimes Hard to Find What I Need
What do you like best about the product?
There is already so much available that, at times, I find no customization is necessary.
What do you dislike about the product?
At times, it can be challenging to locate the specific feature I’m looking for or to figure out whether customization is necessary, simply because the system is so extensive.
What problems is the product solving and how is that benefiting you?
Case automations make sure that issues are being routed to the right people. An external experience site using LWCs allows us to maintain branding and appearance. Custom objects take care of anything that isn't included. The nearly infinite customization options let us follow whatever logic and process is needed.
Great for Centralizing Customer Info, but Setup Discount Needed
What do you like best about the product?
Helps us keep all information about our customers in one place
What do you dislike about the product?
It can be difficult to set up and implement
What problems is the product solving and how is that benefiting you?
Our current process is in multiple tools and this streamlines our efforts
Great for Opportunity Leads, But I Don't Use It
What do you like best about the product?
Opportunity leads flow automation sales processes
What do you dislike about the product?
Case flow optimization field service flow
What problems is the product solving and how is that benefiting you?
Integration with other platforms is little hard
Robust Integration and Superb Case Management
What do you like best about the product?
I appreciate Salesforce Service Cloud for its straightforward setup and strong organizational capabilities, which help us keep our services and customer cases in good order. The email-to-case functionality and voice channel integration are particularly great for receiving and managing customer information effectively. The integration on all channels and the seamless handling of customer incomes are standout features.
What do you dislike about the product?
I found that the integration with our existing SAP backend was challenging. Although setting up Salesforce Service Cloud was straightforward initially, integrating it with our SAP systems posed significant issues.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize services and cases efficiently, keeping customer interactions well-ordered and all case details accessible, which improves our customer service management.
Great for Organization, Challenging to Get Others On Board
What do you like best about the product?
It scratches the itch for everything to be ordered
What do you dislike about the product?
It’s hard to convince people to use it when they are so stuck in their ways.
What problems is the product solving and how is that benefiting you?
This tool is helping me determine what my next steps should be.
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