Agentforce Service
Salesforce, Inc.External reviews
6,962 reviews
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Optimize Flows, Improve Customer Experience
What do you like best about the product?
I like that Salesforce Service Cloud allows a continuous flow for ticket management and automatically diverts them to the corresponding areas. This automation improves the call center operation and significantly reduces customer wait times, ultimately enhancing their experience.
What do you dislike about the product?
Sometimes, the main ticket screen requests too much information that customers might not have available at the moment.
What problems is the product solving and how is that benefiting you?
I use the product to improve the operation of the call center, enhance the entry of claims and management, and reduce customer wait times, which also ensures that tickets automatically reach the corresponding areas.
Great for Centralized Customer Management, but Developer Tools Need Improvement
What do you like best about the product?
A place where customer information can be centrally managed, such as through Case
What do you dislike about the product?
The Apex Editor and Developer Console are difficult to use.
What problems is the product solving and how is that benefiting you?
It allows for quick management and analysis of customer interaction histories.
Great Case Tracking and Email Integration, but Customization Can Be Tricky
What do you like best about the product?
Being able to track all cases in a single system, along with the email-to-case functionality, has been very useful.
What do you dislike about the product?
At times, it can be challenging to customize.
What problems is the product solving and how is that benefiting you?
We support 3,000 users, and Service Cloud enables us to monitor the cases our customers create.
Powerful Customer Support with Great Features, but Complex Setup and High Costs
What do you like best about the product?
I really appreciate how Salesforce Service Cloud brings all customer interactions into one place. The 360° customer view makes it easy to see past conversations, cases, and account details, which helps deliver faster and more personalized support. I also like the omnichannel routing — it automatically sends cases from email, chat, and phone to the right agents, so nothing gets missed. The built-in AI tools (like Einstein) and automation features save a lot of time on repetitive tasks.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it can be complex to set up and customize. Many features require advanced configuration or admin support, which can slow down adoption for new users. The interface can feel overwhelming at first, especially for agents who only need a few core tools. Some processes take multiple clicks to complete, and performance can lag when working with large data sets. Licensing and add-on costs also add up quickly, so it’s not always the most budget-friendly option for smaller teams.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes all our customer interactions across email, chat, and phone into one platform. It’s helped us track cases more efficiently, respond faster, and deliver a consistent experience. Automation and AI features reduce manual tasks, so our agents can focus on higher-value issues. Overall, it’s improved team productivity and customer satisfaction.
Comprehensive Case View Saves Time, but Configuration Can Be Complex
What do you like best about the product?
Salesforce Service Cloud provides an internal portal that allows for service reps to see a full view of the case along with additional helpful resources all in one screen, saving reps a ton of time.
What do you dislike about the product?
I dislike that it can be very complex to configure and to locate essential settings that are needed to make service reps lives easier.
What problems is the product solving and how is that benefiting you?
It helped to be the internal platform for assisting customer's and end users issues.
Empowers Student Case Management with Ease
What do you like best about the product?
I appreciate the ease of use of Salesforce Service Cloud for students, allowing them to use email to case and check their case status in the experience portal. I find features like email to case, web to case, and case escalation extremely useful.
What do you dislike about the product?
{"The stakeholders often do not know what they want, which leads to a lot of back and forth during the setup and collaboration process.","There seems to be a lack of understanding or visibility of all the features of Service Cloud, as I am still learning and not sure about all its capabilities.","We currently do not have a voice call feature yet, and there's a desire to implement this to allow agents to assist and answer most of the questions."}
What problems is the product solving and how is that benefiting you?
I find the product solves ease of use for students, allowing them to use email to case and check status in the experience portal, enhancing their overall experience.
Efficient Client Service with Salesforce, but Steep Learning Curve
What do you like best about the product?
Salesforce service cloud provide us a great entry portal to help provide better experiences internally while also getting information to our clients faster than ever
What do you dislike about the product?
It can sometimes be a bit clunky when you first start trying to use the system. There is certainly a learning curve when using for the first time
What problems is the product solving and how is that benefiting you?
It provides us an opportunity to collect information from clients
Easy Setup and Great Omni-Channel, but Supervisor Permissions Could Improve
What do you like best about the product?
It’s pretty easy to configure. Omni channel is great.
What do you dislike about the product?
It would be nice if supervisors didn’t need to have manage user permissions to assign users to queues or move around skills
What problems is the product solving and how is that benefiting you?
Email to case. Call cases.
Efficient Customer Support with Salesforce Service Cloud's Automation and AI
What do you like best about the product?
I like that Salesforce Service Cloud streamlines customer support by bringing cases, knowledge, and omni-channel communication into one platform. Its automation and AI tools help resolve issues faster, improving both agent productivity and customer satisfaction.
What do you dislike about the product?
I dislike that Salesforce Service Cloud can be overwhelming to set up and customize, especially for complex support processes. It also requires regular maintenance and training to ensure users fully leverage its capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves disconnected support processes, slow case resolution, and lack of customer visibility by centralizing cases, automating workflows, and providing a 360° view of the customer. This benefits me by enabling faster issue resolution, improving customer satisfaction, and streamlining support operations.
Great Tool for Boosting Sales and Team Collaboration
What do you like best about the product?
it's a powerful tool for improving sales performance and collaboration across teams.
What do you dislike about the product?
Initial setup can be complex and time-consuming.
What problems is the product solving and how is that benefiting you?
It’s solving some of our business process challenges.
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