Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Powerful 360° Customer View, but Complex Setup and High Costs
What do you like best about the product?
I like Salesforce Service Cloud for its 360° customer view, strong automation, and seamless integration—helping agents resolve cases faster and deliver smarter, personalized service.
What do you dislike about the product?
Sometimes Service Cloud can feel complex to configure, with many overlapping features. Customization and licensing costs can also be high, especially for smaller teams or advanced integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer support, automates case management, and tracks interactions across channels—helping deliver faster resolutions, better insights, and a more personalized customer experience.
Senior Manager of Product
What do you like best about the product?
Ease of use has been great for deployment
What do you dislike about the product?
I can't think of any off the top of my head
What problems is the product solving and how is that benefiting you?
Internal communication and collaboration
Great for Call Centers,
What do you like best about the product?
It is perfect for call center in Orden to understand all kimd of contacts with customers
What do you dislike about the product?
It is important to have knowledge data normalized to improve answers
What problems is the product solving and how is that benefiting you?
Omnichannel relatiinship
Great SLA Management with Milestones, but Lacks Flexibility
What do you like best about the product?
Service centro managememt. To review all agents
What do you dislike about the product?
Case sla management and approval processes are Hard to configure
What problems is the product solving and how is that benefiting you?
It handles all customer interacciones. We are abre to know our cliemt deepky
Dependable Service Desk with Easy Setup
What do you like best about the product?
I find setting up Salesforce Service Cloud easy with the help of Trailheads. I appreciate the chat feature, along with channels and routing, which are very useful. Additionally, the integration with Salesforce Sales Cloud and Jira enhances our work efficiency.
What do you dislike about the product?
I wish the agent bots could be improved to enhance their performance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage learner complaints, benefiting from its chat, channels, and routing features for efficient issue handling, which enhances our team's responsiveness.
Great for Customer Journey Mapping, but Concerns About Agentforce Transition
What do you like best about the product?
Connecting customer touch points along the journey
What do you dislike about the product?
How it is changing with the move to agentforce
What problems is the product solving and how is that benefiting you?
Connecting all touch points along the consumer journey
Great Integration Features
What do you like best about the product?
Integration across investor lifecycle in one place
What do you dislike about the product?
Everything feels, and is charged, as custom enhancement
What problems is the product solving and how is that benefiting you?
Finding client problems
Great Email to Case Feature, But Some Drawbacks
What do you like best about the product?
Email 2 case is very great for communication
What do you dislike about the product?
Its very expensive and not many people in my ecosystem use it
What problems is the product solving and how is that benefiting you?
Connecting with customers for logistics processes
Efficient Customer Support with Powerful Tools, but Complex Setup in Salesforce Service Cloud
What do you like best about the product?
I like that Salesforce Service Cloud provides a unified platform to manage customer support efficiently, with powerful automation, AI tools, and real-time insights to deliver faster, more personalized service.
What do you dislike about the product?
Sometimes Salesforce Service Cloud can be complex to configure, and customizing workflows or reports may require technical expertise. Occasional performance issues can also slow down large-scale operations
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves issues like slow case handling, disconnected customer data, and limited visibility. It benefits us by streamlining support processes, improving response times, and boosting customer satisfaction.
Easy to Use and Great for Tracking KPIs
What do you like best about the product?
The ease of use and ability to gain insights on our open tickets against KPIs
What do you dislike about the product?
Nothing comes to mind as major. Just aometimes the UI is a little clunky.
What problems is the product solving and how is that benefiting you?
Helping maage tockets and ensure days outsanding is within SLAs
showing 1,001 - 1,010