Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great visibility for managing fleet issues in one organised system
What do you like best about the product?
It was useful for managing fleet-related issues at Peloton.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
What do you dislike about the product?
It’s not simple. Setup takes time, and you need proper configuration to make it work well.
It can feel heavy for day-to-day operations and costs add up.
It can feel heavy for day-to-day operations and costs add up.
What problems is the product solving and how is that benefiting you?
It helped manage fleet operations by tracking incidents, maintenance, and dispatch issues in one place. This reduced manual follow-ups, improved response times, and made coordination between operations and support teams easier.
Lightning Console Delivers a 360° Customer View for Faster, More Empathetic Support
What do you like best about the product?
Lightning Console provides a 360-degree customer view in one workspace, minimizing context-switching and enabling faster, more empathetic support.
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
What do you dislike about the product?
Per-user licensing adds up quickly, especially with add-ons for AI or extra storage, making it prohibitive for smaller teams.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
What problems is the product solving and how is that benefiting you?
Agents resolve issues 30% faster with real-time insights, boosting satisfaction scores and loyalty for high-volume operations.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Powerful, Scalable Support Hub with Customizable Workflows
What do you like best about the product?
What I like best about Salesforce Service Cloud is how powerful and scalable it is for managing customer support. It brings cases, omnichannel communication, automation, and reporting into one place, making it easier for support teams to work efficiently and deliver consistent customer experiences. The flexibility to customize workflows and integrate with other tools also makes it a strong fit for growing support operations.
What do you dislike about the product?
What I dislike most about Salesforce Service Cloud is the complexity and learning curve. It can feel overwhelming at first, especially for smaller teams, and many customizations require admin or technical support. Additionally, costs can add up quickly as you scale users, features, and integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the challenge of managing high volumes of customer support across multiple channels in a structured and scalable way. It centralizes cases, emails, chat, and customer data in one system, while automation and workflows help prioritize, route, and resolve issues efficiently.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
A Good Tool with Concise, Clear Information
What do you like best about the product?
it was a good tool that had a concise amount of information.
What do you dislike about the product?
it may need to have a few more colors and have it more upbeat.
What problems is the product solving and how is that benefiting you?
it would be our help desk, where our agents sent out request for our customers concern and an agent will get the case in salesforce.
Salesforce Service Cloud as a efficient Customer Service Management
What do you like best about the product?
We have been using Salesforce Service Cloud to manage cases that are raised by our customers and as a main contact center for agents. The experience has been quite amazing till now. All our customer information and cases are centralized, which makes it really easy for our team to track, respond to, and resolve. Its dashboard is very user-friendly, and we can quickly set it up, which allows us to efficiently add and train new users.
What do you dislike about the product?
It's a bit expensive than other service clouds available in the market, and migrating from another service cloud to Salesforce can be challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped significantly in our case management. The centralized customer information from various channels has made the customer support task significantly easier and more effective.
The Most Popular CRM out there
What do you like best about the product?
I believe this is the most popular CRM system out there. It seems like everyone either uses it currently or has used it at some point.
What do you dislike about the product?
At times, it can be somewhat challenging to grasp all the features it offers.
What problems is the product solving and how is that benefiting you?
It makes your life easier, everythog you need is right there, it´s
Unified Console Supercharges Agent Productivity
What do you like best about the product?
I appreciate that it provides a unified console where agents can access all customer data, history, and current cases. This setup enhances productivity and enables Salesforce agents to resolve issues more quickly.
What do you dislike about the product?
I have found that the high cost, significant complexity and steep learning curve, demanding implementation/setup, and potential for over-customization, requiring dedicated expertise by administration, plus occasional issues with support quality, user interface (UI), and integration
What problems is the product solving and how is that benefiting you?
Slow integration times and inconsistent support by unifying interactions.
All-in-One Platform That Simplifies Daily Tasks
What do you like best about the product?
How useful this platform is on a daily-basis. Everything is at the same place, and accessible. I can't talk about the implementation, as I wasn't in charge of this. Salesforce is very well integrated in other platforms. As a CSM, you can easily find all the information you need about the contract, opportunities, customer info etc.
What do you dislike about the product?
I think that it is not very easy to understand how to navigate on the platform the first time you use it. It is not very intuitive, but once you know how it works, very easy to use.
What problems is the product solving and how is that benefiting you?
It avoids using many different platforms.
Unmatched Customisation and Seamless Integrations
What do you like best about the product?
The customisation options provide numerous integrations with a variety of features, such as dashboards, analytics, case management, manual forms, and SAP integration, among others.
What do you dislike about the product?
The product presents a steep learning curve when it comes to understanding new features. Additionally, I have experienced downtime issues, which can be quite disruptive. The high cost is also a significant concern for me.
What problems is the product solving and how is that benefiting you?
Productivity has significantly improved for me, as this tool has greatly reduced the time I spend developing reports, building analytic dashboards, and performing manual data integration tasks.
Powerful, Customizable, and Essentially Efficient for every Teams' Needs
What do you like best about the product?
Automation all the way. We can automate so much within each case and it makes our team way faster and saves us soooo much money.
What do you dislike about the product?
I would compare it to the experience with Android here, as it's absolutely the best in class, however, with the amount of customizations that are available, it can definitely be overwhelming. That's not even something I really dislike, but if I had to make a decision in that area, I would say it's customizable to the extreme.
What problems is the product solving and how is that benefiting you?
Prior to utilizing Salesforce, let's just say we had a mess of spreadsheets and all kinds of documentation. With sales force, it has completely helped us stay organized and it benefits us because it allows us to really take care of our members and spend less time and money on cleaning up and using manual processes.
showing 1 - 10