Agentforce Service
Salesforce, Inc.External reviews
6,987 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Integrations with Other Systems
What do you like best about the product?
Integrations to other systems and the ability to get a unified view of our customers.
What do you dislike about the product?
SLA doesn’t always align to our needs and requires a bit more robust architecture
What problems is the product solving and how is that benefiting you?
Managing our contacts and accounts in a unified system to share with other systems.
Great All-in-One Features, but Performance Drops with Heavy Traffic
What do you like best about the product?
all of the functionalities that it has in one single view
What do you dislike about the product?
how it lags when there is too much traffic
What problems is the product solving and how is that benefiting you?
It allows us to have all of the information we need in a few clicks
Reliable and User-Friendly, Loved by Our Team
What do you like best about the product?
I find Salesforce Service Cloud's ease of use and implementation particularly beneficial, and our employees love working with it. The platform significantly aids our service teams in managing cases promptly and supports our clients effectively. Case management and reporting features are especially useful.
What do you dislike about the product?
I do not dislike anything
What problems is the product solving and how is that benefiting you?
I find the product helps our service teams answer cases quickly and timely, providing full client visibility and supporting timely client interactions.
Highly Customizable and Easy to Personalize
What do you like best about the product?
Its highly customizable to business needs
What do you dislike about the product?
I don't like how separate thr setup is from sales
What problems is the product solving and how is that benefiting you?
Capturing historical information is essential for keeping accurate records and understanding past events. It allows for better analysis and helps inform future decisions by providing valuable context.
Great Data Insights and Time Savings, but Email Threading Needs Work
What do you like best about the product?
It is a timesaver! Allows insights into our data.
What do you dislike about the product?
Email to case threading could be improved
What problems is the product solving and how is that benefiting you?
Allows support case creation and resolution
Great Omnichannel Experience
What do you like best about the product?
Omnichannel communication with customers
What do you dislike about the product?
I don't really dislike anything. Perhaps adding new apis
What problems is the product solving and how is that benefiting you?
Helps my customers connect in real time through all channels
AI Speeds Up Case Resolution, but Migration Across Platforms Is a Worry
What do you like best about the product?
Using AI to help reps resolve cases quicker.
What do you dislike about the product?
We use multiple service platforms and migration is a concern,
What problems is the product solving and how is that benefiting you?
It can connect to our customer self service portal.
Efficient Case Management and Seamless Integrations Enhance Performance
What do you like best about the product?
Centralized case management, workflow automations and visibility to agent performance and customer satisfaction. The integration with Knowledge, Chat, and Omni-Channel boosts efficiency.
What do you dislike about the product?
Setup takes time. If that is improved, would be great
What problems is the product solving and how is that benefiting you?
Managing customer interactions
Service Cloud: Seamless Integration Across Processes
What do you like best about the product?
Service Cloud connects multiple processes together in a seamless way. It allows for collaboration, automation and scalability.
What do you dislike about the product?
There is not much I dislike about Service Cloud. Perhaps service disruptions that can occur due to internet reliability, though it does not pose a frequent issue.
What problems is the product solving and how is that benefiting you?
Guided flows and automation are a key benefit to using Service Cloud, as it allows for scalability and flexibility with a growing business.
Amazing product
What do you like best about the product?
In today's market, customer service is no longer a department; it's a competitive differentiator. That’s why Salesforce Service Cloud remains the industry benchmark. What Service Cloud primarily offers is a singular, unified platform—the Lightning Service Console—designed to turn your agents into superheroes.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
What do you dislike about the product?
The primary frustration points with Service Cloud revolve around its steep complexity and high total cost of ownership. While the platform's ability to customize is a huge benefit, it necessitates significant investment in specialized administrative talent or consulting partners for proper configuration and maintenance. This cost escalates quickly, as many powerful features essential for scaling—such as advanced analytics, Field Service Lightning, or the full suite of Einstein AI—are locked behind premium editions or require purchasing expensive add-ons, making it a prohibitive financial commitment for small-to-midsize businesses
What problems is the product solving and how is that benefiting you?
Better incident management
showing 101 - 110