Agentforce Service
Salesforce, Inc.External reviews
6,960 reviews
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External reviews are not included in the AWS star rating for the product.
Centralized Customer Management and Time-Saving Automation
What do you like best about the product?
Salesforce Service Cloud centralizes all our customer and service information, making it much simpler to track requests and respond promptly. I appreciate that every message, note, and case update is linked to each individual's record, ensuring that nothing is overlooked. The automation features are a real time-saver, as they automatically route tickets to the appropriate person or department. Additionally, the dashboards are very useful for monitoring response times and identifying any areas where delays might be occurring.
What do you dislike about the product?
At first, the sheer number of features and settings can feel a bit overwhelming. Making simple adjustments often requires more steps than you might anticipate, and navigating through the menus can be confusing. While the reporting capabilities are strong, customizing reports to your preferences can be challenging without some training. However, once the system is set up, it operates smoothly, though it certainly takes time and effort to learn and optimize.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has made it much easier for us to keep all our service requests and communications organized in a single location. Previously, updates were scattered across emails, text messages, and various systems, which made it difficult to track progress and identify outstanding tasks. Now, every case is monitored from beginning to end, and the entire history is visible to everyone without the need to search for information.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
Centralized Customer Management and Time-Saving Automation
What do you like best about the product?
I like Salesforce Service Cloud because it brings customer data, cases, and communications together in one place. It lets me respond quickly and stay organized without switching between multiple tools. The automation and workflows also save time, especially for repeat tasks or follow-ups.
What do you dislike about the product?
Like many other Salesforce products, the initial setup and configuration can be complex and costly, often requiring outside consultants. Its wide range of features also comes with a steep learning curve for new agents, making both initial and ongoing training essential to fully leverage the platform.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team can manage cases more efficiently and make full use of the email-to-case feature, which helps them respond faster.
All-in-One Customer Dashboard and Seamless Integration
What do you like best about the product?
Salesforce Service Cloud provides customer-specific account information within a single dashboard, making it easy to access all relevant details in one place. It also integrates smoothly with existing tools and other customer relationship management (CRM) systems, which enhances overall workflow and connectivity.
What do you dislike about the product?
Renewals costs are high, lack of fullfledge ITSM Tool integration for external customers to raise support cases. Support time is taking long.
What problems is the product solving and how is that benefiting you?
Understand the customer contract information, renewal timelines, key contacts from customer side, tracking NPS score.
Unified Customer View and Powerful Automation Streamline Service
What do you like best about the product?
This platform offers a unified, 360-degree view of the customer, allowing agents to resolve issues more quickly by providing complete context. Its robust automation and omnichannel features help to streamline service operations.
What do you dislike about the product?
The complexity of this product can make configuration and customization difficult, particularly for those who are new to it. Furthermore, as organizations grow and incorporate more advanced features, the overall cost can increase significantly.
What problems is the product solving and how is that benefiting you?
This tool makes it easy for us to manage our customer database and records, allowing us to efficiently map them to their specific needs.
Powerful Automation and Seamless Salesforce Integration
What do you like best about the product?
What I like most is its automation capabilities, especially case assignment, macros, and workflows—save a significant amount of time.
Its user interface is clean, and dashboards provide real-time insights that help us track performance.
The integration with Salesforce CRM also makes it easy to access complete customer histories in one place.
Its user interface is clean, and dashboards provide real-time insights that help us track performance.
The integration with Salesforce CRM also makes it easy to access complete customer histories in one place.
What do you dislike about the product?
Some features have a steep learning curve, especially for new users.
Customizations sometimes require technical expertise, and some advanced configurations can be time-consuming.
The licensing cost is also on the higher side compared to other tools.
Customizations sometimes require technical expertise, and some advanced configurations can be time-consuming.
The licensing cost is also on the higher side compared to other tools.
What problems is the product solving and how is that benefiting you?
We mainly use Salesforce Service Cloud to centralize customer inquiries, automate case handling, and improve response times.
SSC reduces manual work, provides full visibility into customer history, and allows us to resolve issues faster and more accurately, which has greatly improved overall customer satisfaction.
SSC reduces manual work, provides full visibility into customer history, and allows us to resolve issues faster and more accurately, which has greatly improved overall customer satisfaction.
Comprehensive, User-Friendly, and Packed with Tools
What do you like best about the product?
It is very complete, has a lot of tools, and it is very user-friendly. Also it integrates very easily with other programs.
What do you dislike about the product?
The layout seems old; it could be more modern.
What problems is the product solving and how is that benefiting you?
Manage calls and customer interactions as well as store information about clients. We also use it to measure metrics in our team.
Smooth Onboarding and Customizable User Management
What do you like best about the product?
One of the feature that we are using is the user management system for our lms and it is having a smooth onboarding process with lots of customized panels.
What do you dislike about the product?
Sometime user entry seems to take some time to show up after it is entered maybe the data sync seems to be slow sometime.
What problems is the product solving and how is that benefiting you?
The user management is a nightmare working in large organisations and it solves this issue really well
Effortless Lead Management and User-Friendly Experience
What do you like best about the product?
It is easy to use and allows you to sort your leads efficiently.
What do you dislike about the product?
Sometimes the network can crash or take a long time to load.
What problems is the product solving and how is that benefiting you?
Being able to sort my leads and tell me who I should contact on specific days.
Milestones and Entitlements Make Tracking Cycle Time a Breeze
What do you like best about the product?
Milestones and entitlements are very useful to track the cycle time.
What do you dislike about the product?
The email service and the email-to-case feature both have a 25 MB limit. Working hours and holidays needs to be extended to support with few other objects. We are forced to use case object for the milestones.
What problems is the product solving and how is that benefiting you?
we are using Case Milestone to track the cycle time of one of our process.
A Reliable Platform for Managing Customer Support Work
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
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