Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Powerful AI With Real-Time Context That Speeds Up Customer Service
What do you like best about the product?
I appreciate how Agentforce Service combines powerful AI with real‑time context, allowing agents to resolve issues faster and with greater accuracy. Its ability to automate routine tasks, integrate seamlessly with Salesforce data, and provide intelligent, human‑like responses makes customer service smoother and more efficient. I also value its 24/7 availability, scalability, and the way it helps teams focus on more complex, high‑value work.
What do you dislike about the product?
While the platform is powerful, it can sometimes feel complex and overwhelming, especially for new users. Certain configurations require multiple steps or deep technical knowledge, which can slow down adoption. Additionally, the interface can feel crowded, and performance may lag when handling large volumes of data or custom workflows. I also find that some AI features require additional setup or licensing, which can make the overall experience less straightforward.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps streamline and centralize customer support by bringing all cases, interactions, and customer data into one place. It reduces manual work through automation and AI‑driven suggestions, which speeds up case resolution and improves accuracy. The platform also helps ensure consistency across teams by standardizing workflows and providing real‑time insights. As a result, it becomes easier to deliver faster, more personalized support, improve agent productivity, and maintain a better overall customer experience
Insightful Look at the Future of Agentic Customer Service
What do you like best about the product?
Enjoyed the session, learned a lot about the future of agentic services and how it can improve customer service.
What do you dislike about the product?
I am skeptical on how quickly and how well the services can be implemented and integrated with our existing systems.
What problems is the product solving and how is that benefiting you?
Streamline support and removing human intervention from basic processes.
Agentic Services Built In That Deliver Real Value
What do you like best about the product?
The agentic services built directly into the service
What do you dislike about the product?
The cost of transition and on going maintenance
What problems is the product solving and how is that benefiting you?
We are currently refactoring the environment
Omnichannel Done Right
What do you like best about the product?
Omnichannel is the best feature for our organization
What do you dislike about the product?
Service Cloud doesn't have many shortcomings for us, but Knowledge has been challenging for us
What problems is the product solving and how is that benefiting you?
Agentforce Service formerly Salesforce Device Cloud is our main tool.for handling all customers related interactions.
Reaching Our Audience When We Can’t—A Real Advantage
What do you like best about the product?
The ability to reach our audience at time where we are unable to
What do you dislike about the product?
Maintaining the AI learning piece. You have to keep the knowledge updated.
What problems is the product solving and how is that benefiting you?
Using agent force to encourage students to register before classes and knowing the process on how to do so.
Simplifies Process and Data Management
What do you like best about the product?
Its more simplier the process and data management
What do you dislike about the product?
Sometimes it have some bug issue that only
What problems is the product solving and how is that benefiting you?
Improving new ideas
A True 360-Degree Customer View That Speeds Up Support
What do you like best about the product?
It's "360-degree view" for customers is it for me. Instead of agents hunting through multiple tabs for order history, open cases, and recent chats, everything is displayed as all-in-one. It eliminates the "please hold while I look that up" moment during customer support interactions.
What do you dislike about the product?
The initial setup is kinda complex and often requires an Administrator to make it easy to use for specific workflows.
What problems is the product solving and how is that benefiting you?
It solves the problem of fragmented customer data. Otherwise messages often get misplaced or misdirected between emails and social media. Having centralized case management enables tracking every client's journey - from first inquiry to final resolution.
Robust platform for customer support, but with a steep learning curve
What do you like best about the product?
I really appreciate how robust the automation features are. It integrates seamlessly with our existing databases and tools, making it incredibly easy to centralize all our customer data in a single place. The Omni-Channel routing is also a great feature that helps distribute the workload efficiently.
What do you dislike about the product?
The learning curve is definitely steep. Because it has such a massive number of features, the ease of implementation isn't the best if you don't have a dedicated technical team. Sometimes the interface feels a bit overwhelming for new users until they get used to it.
What problems is the product solving and how is that benefiting you?
It mainly solves the problem of scattered customer information and repetitive manual tasks. By automating our ticket routing and keeping a centralized knowledge base, we avoid losing track of customer requests. This benefits us by significantly reducing our response times and improving the overall quality of our help desk.
All my work in one place, with options to add programs
What do you like best about the product?
That everything necessary for my work was in one place and additional programs can be included.
What do you dislike about the product?
Perhaps the image that sometimes can be a bit not so modern
What problems is the product solving and how is that benefiting you?
Having to use several programs at once
Unified Support: One Screen to Rule Them All
What do you like best about the product?
Salesforce Service Cloud is the unified 360 degree view it gives agents.
In a lot of other tools, a rep has to hunt through three different tabs to see a customer’s previous orders, open cases, and recent chats. With Service Cloud, that context is served up automatically. It virtually eliminates the "I'll have to put you on hold while I look that up" moment, which makes the conversation feel much more personal and efficient.
In a lot of other tools, a rep has to hunt through three different tabs to see a customer’s previous orders, open cases, and recent chats. With Service Cloud, that context is served up automatically. It virtually eliminates the "I'll have to put you on hold while I look that up" moment, which makes the conversation feel much more personal and efficient.
What do you dislike about the product?
1. Need a dedicated admin or a consultant to make it actually usable for your specific workflow, which adds a lot of hidden costs.
2. Every cool new feature comes with an additional per-user, per-month fee.
3. When you have a complex org with lots of automations and third-party integrations running in the background, the console can occasionally get sluggish.
2. Every cool new feature comes with an additional per-user, per-month fee.
3. When you have a complex org with lots of automations and third-party integrations running in the background, the console can occasionally get sluggish.
What problems is the product solving and how is that benefiting you?
1. It handles the tedious air traffic control of support by using Omni-Channel Routing to automatically send tickets to the agent best qualified to solve them.
2. It eliminates the issue of customers getting different answers from different agents through a centralized Knowledge Base.
3. It stops the "please hold while I look that up" problem by putting all customer history, chat transcripts, and case notes on one screen.
2. It eliminates the issue of customers getting different answers from different agents through a centralized Knowledge Base.
3. It stops the "please hold while I look that up" problem by putting all customer history, chat transcripts, and case notes on one screen.
showing 1 - 10