Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Reliable, User-Friendly Platform for Marketing and Customer Service
What do you like best about the product?
It is reliable, user-friendly and adapted to both marketing and customer service needs.
What do you dislike about the product?
I believe that although the platform is very intuitive, some features are not easily recognised without a proper training.
What problems is the product solving and how is that benefiting you?
Whether it is customer service, marketing or newsletters, Saleforce simplifies the communication across all the departments, stores the contacts and helps business move forward efficiently.
Centralized Data and Automation That Supercharge Support
What do you like best about the product?
What I like most about Salesforce Service Cloud is its ability to centralize customer data, automate support workflows, and provide real-time insights, helping teams resolve issues faster and deliver a better customer experience.
What do you dislike about the product?
One downside of Salesforce Service Cloud is its high cost and complex setup. It can take time to learn and customize, especially for new users or small teams with limited technical resources.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve issues like scattered customer data and slow support responses by centralizing information and automating workflows. This improves response time, boosts team productivity, and enhances overall customer satisfaction.
Extremely Helpful for Managing Vendor Contacts and Information
What do you like best about the product?
this is extremely helpful to get contacts from different vendors and store bunch of infos in it.
What do you dislike about the product?
I unfortunatelly do not have anything that I dislike.
What problems is the product solving and how is that benefiting you?
it is absolutley worth of using this entire platforms and I helps me al ot.
Very User-Friendly Interface with Zero Learning Curve
What do you like best about the product?
It has a very user-friendly interface, and it doesn’t take any time to get used to.
What do you dislike about the product?
The page’s style needs to be more modern.
What problems is the product solving and how is that benefiting you?
It feels like a gateway between me and my clients/customers, and it makes everything more accessible and easy to manage.
Personalized Dashboards and Powerful Reporting in One Place
What do you like best about the product?
I like being able to have personalized dashboards and keep my data, along with my team’s data, all in one place. It’s also helpful that I can export very specific reports when I need them.
What do you dislike about the product?
At times, I find that the platform isn’t very user-friendly, and it can be a bit difficult to navigate.
What problems is the product solving and how is that benefiting you?
Being able to track all the activity that each of us does is really helpful.
Centralized, Scalable Customer Support with Powerful Automation
What do you like best about the product?
What I like most about Salesforce Service Cloud is its ability to centralize all customer support activities into one powerful platform. It brings together multiple support channels—such as email, chat, phone, and social—so agents get a complete view of the customer and their history. This helps them resolve issues faster and more accurately.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
What do you dislike about the product?
While Salesforce Service Cloud is a very powerful platform, there are a few areas that can be challenging. Because it is so feature-rich and highly customizable, the initial setup and configuration can be complex and may require experienced administrators, along with additional training for users. For new teams, there can also be a learning curve before everyone feels fully comfortable using the system.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
What problems is the product solving and how is that benefiting you?
As an energy company, we manage complex customer relationships, long project lifecycles, and technical service requests. Salesforce Service Cloud helps us address the challenge of organizing and tracking customer issues, service cases, and communication across teams within one centralized system.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
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.
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.
Highly Flexible and Easy to Maintain
What do you like best about the product?
Easy to maintain. Very flexible. Highly configurable.
What do you dislike about the product?
Chat got replaced with enhanced chat and it has not been the smoothes or best transition.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers all in one place.
Boosts Productivity and Collaboration with Powerful Cloud Features
What do you like best about the product?
The upsides of using Salesforce Cloud include enhanced productivity through automation, a unified customer view for personalized experiences, powerful analytics & AI, superior scalability, strong security, and increased collaboration, all delivered via a flexible, accessible cloud platform that reduces IT overhead and supports business growth across sales, service, and marketing.
What do you dislike about the product?
The main downsides of Salesforce Cloud include high costs (subscriptions, add-ons, storage), a steep learning curve and complexity requiring expertise, integration challenges, reliance on internet connectivity, potential for vendor lock-in, and customization hurdles that can become expensive. Other issues are slow customer support, limited mobile functionality, data storage limits, and the burden of frequent platform updates.
What problems is the product solving and how is that benefiting you?
Salesforce Cloud offers benefits like centralizing customer data for a single view, boosting sales/service efficiency through automation and AI, enabling mobile access, improving collaboration, providing actionable analytics, ensuring scalability, and offering robust security, ultimately driving revenue growth and customer satisfaction across sales, service, and marketing.
showing 1 - 10