Sold by: Salesforce, Inc.Â
Deployed on AWS
Service Cloud is a complete agentic service platform built for every type of service, in any industry, and across all channels.
With Agentforce, human agents and AI agents collaborate seamlessly in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers engage, all while reducing costs by boosting efficiency and optimizing resources.
Overview
Service Cloud empowers businesses to deliver exceptional customer experiences by seamlessly uniting human agents and AI agents on one powerful, unified platform.
With Agentforce, AI agents take on high-volume routine tasks, quickly and accurately, freeing human agents to focus on complex, high-value customer interactions. This intelligent division of labor enables human agents to work smarter, supported by Agentforce advanced tools that enhance decision-making and streamline workflows. Together, human and AI agents collaborate in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers connect. This dynamic partnership not only elevates customer satisfaction but also drives significant operational efficiencies. By automating routine work and intelligently routing complex inquiries, Service Cloud optimizes resource allocation and reduces service costs.
Businesses accelerate resolution times, boost agent productivity, and scale support capabilities, all while minimizing overhead and maximizing ROI. Built for flexibility, Service Cloud adapts to the unique demands of any industry, empowering organizations to stay agile, competitive, and ahead in the fast-evolving customer service landscape.
Highlights
- Seamless Human + AI Agent Collaboration: Human agents and AI agents work together in real time to deliver personalized, seamless, and exceptional customer support, every time, everywhere.
- Intelligent Automation at Scale: Agentforce activates AI agents to handle high-volume routine tasks effortlessly, freeing human agents to focus on complex cases with powerful tools that boost productivity and precision.
- Drive Efficiency & Maximize ROI: Slash service costs and accelerate resolution times by optimizing resources and scaling support operations, giving your business the agility and competitive edge it needs to thrive.
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Deployed on AWS
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Delivery details
Software as a Service (SaaS)
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Customer reviews
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5286 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Aykhan M.
Customer Service Experience on Service Cloud
Reviewed on Oct 10, 2025
Review provided by G2
What do you like best about the product?
Being accessible (cases) for analytics purpose.
What do you dislike about the product?
its reporting capabilities. Would be great to have similar one to Power BI or Google.
What problems is the product solving and how is that benefiting you?
It helps us to track and analyze the cases to find out the issues between we and customer
Financial Services
Makes my support work faster, easier, and more organized
Reviewed on Sep 30, 2025
Review provided by G2
What do you like best about the product?
I really like how everything I need is in one place - customer history, cases, emails, and chats. It helps me resolve issues quickly and provide a more personal experience for customers. The case management system is easy to use, and automation features like macros and quick texts save a lot of time. Having the knowledge base built in is also a big plus since I can share solutions right away.
What do you dislike about the product?
At first, it can feel a little overwhelming because there are so many features to learn, but once you get used to the layout it becomes second nature. Occasionally the search could be a bit better, but overall there’s nothing major I dislike.
What problems is the product solving and how is that benefiting you?
It keeps all customer information and cases in one place, which makes it easier to stay organized and respond faster. The automation tools save time on repetitive tasks, so I can focus more on helping customers.
Sahil D.
The best platform for delivering seamless, omnichannel customer service and scaling support.
Reviewed on Sep 30, 2025
Review provided by G2
What do you like best about the product?
The strength lies in the unified Service Console, which gives agents a complete 360-degree view of the customer across all channels (email, chat, phone) from one screen. We highly value the Case Management automation (assignment rules, auto-responses, and process flows) that boosts agent productivity and ensures consistent adherence to our Service Level Agreements (SLAs).
What do you dislike about the product?
Similar to other Salesforce products, the initial implementation and configuration are complex and expensive, often requiring an external consultant. The platform's vastness can also lead to a steep learning curve for new agents, requiring significant investment in initial and ongoing training to maximize its capabilities.
What problems is the product solving and how is that benefiting you?
Service Cloud solved our core problem of disorganized and inconsistent customer support across channels. Before, cases were scattered across email inboxes and spreadsheets, leading to slow response times and duplicated effort.
The benefit is a streamlined system where every customer interaction is automatically converted into a traceable case. This ensures every inquiry is resolved according to SLA targets, improves our First Call Resolution (FCR) rate by providing agents with a complete 360-degree customer view, and ultimately leads to a measurable increase in Customer Satisfaction (CSAT) scores.
The benefit is a streamlined system where every customer interaction is automatically converted into a traceable case. This ensures every inquiry is resolved according to SLA targets, improves our First Call Resolution (FCR) rate by providing agents with a complete 360-degree customer view, and ultimately leads to a measurable increase in Customer Satisfaction (CSAT) scores.
Bernardo V.
Very robust tool, not very intuitive.
Reviewed on Sep 19, 2025
Review provided by G2
What do you like best about the product?
Easy to have a clear view of all customers data, cases and interactions.
Implementation is fast and DB integrations is something easy despite what you are currently using.
Implementation is fast and DB integrations is something easy despite what you are currently using.
What do you dislike about the product?
Not very easy to use, look and feel should be updated, its very robust but looks old.
What problems is the product solving and how is that benefiting you?
Our company success is basically based on explaining what is the product about, and having people on field its very costly, so we use our call center, agents capacity to onboard our customers, conversion, retention, on top of all support features.
Information Technology and Services
A CRM system that expects you to do a lot of customizations to make it work as per your needs!
Reviewed on Aug 23, 2025
Review provided by G2
What do you like best about the product?
It's strong integration within the SF ecosystem.
What do you dislike about the product?
Most of the features aren't available out of the box. You have to play around with APIs to get things done.
What problems is the product solving and how is that benefiting you?
We use Service Cloud as a helpdesk solution using which our support team handles customer cases.