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.
Comprehensive Case Management with CTI Integration—No Complaints So Far
What do you like best about the product?
This is a comprehensive end-to-end case management solution, featuring CTI integration and access to knowledge artifacts.
What do you dislike about the product?
I find it frustrating that Service Cloud’s licensing and add-on structure can become both costly and confusing when trying to scale for large enterprises that operate across multiple service channels.
What problems is the product solving and how is that benefiting you?
At my current company, we utilize case management to support our internal workflow processes.
Great 360 Client View, but Sales Cloud Feels Too Similar
What do you like best about the product?
The highlight for me is the 360-degree view of the client.
What do you dislike about the product?
I believe that Sales Cloud products are quite similar, with only a few minor differences in their features.
What problems is the product solving and how is that benefiting you?
The main aspect is the SLA for response.
Efficient Case Management, but Interface Can Be Cluttered
What do you like best about the product?
I appreciate how Service Cloud centralizes customer interactions, making it easy to track cases and ensure quick, consistent support.
What do you dislike about the product?
The interface can feel cluttered at times, especially when managing multiple cases or switching between tabs.
What problems is the product solving and how is that benefiting you?
It ensures no request slips through the cracks — every inquiry is logged, prioritized, and routed to the right person, improving response times and user satisfaction.
Great Service Console UI, No Complaints
What do you like best about the product?
The Service Console UI having all the needed informaron at hand.
What do you dislike about the product?
Nothing at all, it provides all the tool customer servicea reps need.
What problems is the product solving and how is that benefiting you?
Faster response times and inquiriese resolutions.
Great for Accessing External Data, No Complaints
What do you like best about the product?
It’s opens up opportunities for me to access external data
What do you dislike about the product?
None at the moment. Seems to work on my needs of integrating external data from our FSC
What problems is the product solving and how is that benefiting you?
It minimize manual data processing work
Good Customer Service and Web to Case, but Entitlement Time Limit Is a Downside
What do you like best about the product?
I like customer service.Web to Case is good!
What do you dislike about the product?
I Like entilement. because there is time limit.
What problems is the product solving and how is that benefiting you?
Customer support
Great Member Overview, But Too Many Add-Ons Needed
What do you like best about the product?
Allows me to service my members with a full view
What do you dislike about the product?
So many add ons are required to give you a full experience
What problems is the product solving and how is that benefiting you?
It allows for quick and easy assignment to agents
Streamlined Experience That I Love
What do you like best about the product?
It's able to streamline workflows which helps operationally.
What do you dislike about the product?
It's probably not so easy to adopt and requires some time to learn.
What problems is the product solving and how is that benefiting you?
Helping to streamline agent workflows
Smooth Implementation, Effective for Customer Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud resolves customer issues swiftly, which was a problem before. The response center is excellent. I enjoy the high customizability and the helpful chatbot functionality. Setting it up was smooth despite taking some time, and the overall experience is quite smooth.
What do you dislike about the product?
The pricing of Salesforce Service Cloud
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues quickly, enhancing support with a great response center. Its high customizability and helpful chatbot improve customer interactions.
Great Voice Feature, No Major Dislikes
What do you like best about the product?
I like Voice Cloud and case management..
What do you dislike about the product?
When there is a bug the support is slow..
What problems is the product solving and how is that benefiting you?
Lets to support the customer in different channels and giving a great customer experience
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