Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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External reviews are not included in the AWS star rating for the product.
Great Omnichannel Platform with Multiple Channel Integration
What do you like best about the product?
That you can connect many channels in the omnichannel
What do you dislike about the product?
I dont dislike anything is a awesome plataform
What problems is the product solving and how is that benefiting you?
To organize the support activities
Excellent Customer Service and Call Center Features
What do you like best about the product?
Customer service and call center functionality
What do you dislike about the product?
None as of now, I am happy with what I get
What problems is the product solving and how is that benefiting you?
It helps in resolving many issues
Great Platform for Running Your Business Daily
What do you like best about the product?
How you can run your businesses on the platform.
What do you dislike about the product?
I’m not sure as it is a tool I use day to day. It part of my job function.
What problems is the product solving and how is that benefiting you?
Help me provide service to my customers.
Absolutely the Best—No Complaints
What do you like best about the product?
It’s the best can be used really well with CRMs
What do you dislike about the product?
We need more visibility on observability functionalities
What problems is the product solving and how is that benefiting you?
Yes monitoring and case management can help benefit it the most
Great Omnichannel Features, But Pricey
What do you like best about the product?
The thinks about Omni channel and anger the usability
What do you dislike about the product?
A don’t like too much the scalable rules
What problems is the product solving and how is that benefiting you?
Agility about routing cases
Efficient Student Data Management, but Costly for Growth
What do you like best about the product?
I love that Salesforce Service Cloud helps us track and maintain student data efficiently from their first year through to alumni. The implementation process was easy, with excellent support from the service cloud agent. I appreciate the system's efficiency and how it enhances time management.
What do you dislike about the product?
I find the data storage limitations somewhat frustrating, particularly regarding the cost associated with obtaining additional storage as the business grows. This can be quite expensive, especially for organizations that are not nonprofits or those funded through public sectors and government sectors.
What problems is the product solving and how is that benefiting you?
I use the Service Cloud to store and secure university student data, ensuring seamless access to essential resources and efficient resolution tracking. It has improved data management and student interactions, making operations more efficient and user-friendly.
Easy to Set Up, No Major Drawbacks
What do you like best about the product?
Easy to setup and maintain and deliver to the team
What do you dislike about the product?
Sometimes it is difficult to manage all types of cases
What problems is the product solving and how is that benefiting you?
Visibility, transparency and management of cases
Streamlined Customer Support with Deep Insights but Complex Setup
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralize all customer interactions across multiple channels—email, chat, phone, and social—in one place. The unified console allows service agents to quickly access case histories, related knowledge articles, and past interactions, which dramatically improves response accuracy and resolution speed. Features like macros, automation rules, and Einstein AI recommendations reduce repetitive tasks and help prioritize urgent cases efficiently. Real-time dashboards and reports provide managers with deep insights into team performance and customer satisfaction trends. Overall, Service Cloud enables a seamless, data-driven customer support experience that enhances both agent productivity and customer trust.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its steep learning curve and complex setup process, especially for organizations without dedicated administrators. Configuring workflows, omni-channel routing, and custom reports often requires specialized knowledge, which can delay full adoption. The interface can also feel cluttered when too many components or custom fields are added, potentially confusing new agents. Integration with external systems is powerful but sometimes demands additional middleware or developer support. Lastly, licensing and feature-based add-ons can raise overall costs quickly, making it less accessible for smaller support teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves major challenges in managing fragmented customer inquiries and inconsistent support quality across channels. Before its adoption, our team handled emails, calls, and chat messages separately, leading to duplicated efforts and missed follow-ups. With Service Cloud, all interactions are centralized into one console, providing a full 360-degree view of each customer. Automated case routing ensures that issues reach the right agent quickly, while macros and templates reduce repetitive responses. The built-in Knowledge Base empowers agents to share accurate solutions instantly, improving first-contact resolution rates. Dashboards and AI-driven insights also help managers identify bottlenecks and track customer satisfaction in real time. As a result, response time and service consistency have both improved significantly.
Great for Case Management, but Challenging to Track Resolution and Productivity
What do you like best about the product?
Most useful for us is the case management. Our different service and support teams can both manage and their own cases as well as collaborate and to route in between.
What do you dislike about the product?
It has been difficult for us to implement tracking for resolution and service rep productivity. The whole process was very cumbersome and took a long time to implement. And still we find it somewhat hard to monitor and properly assess our case data.
What problems is the product solving and how is that benefiting you?
Transparent handling of customer issues and time saver, as an example in the past we had a lot of duplicate cases due to customers rescuing out to various teams or team members and we had no way of catching that.
Streamlined Process Makes Things Easy
What do you like best about the product?
The process is streamlined and with agent force the automation is providing a better ROI
What do you dislike about the product?
The license coat can be checked , if that can be reduces.
What problems is the product solving and how is that benefiting you?
The support process
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