Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Great Automation and Centralized Data, but Setup Can Be Challenging
What do you like best about the product?
The best thing is its ability to automate service tasks and keep customer data in a centralized view. This helps with improving productivity for our agents and helps with better end user satisfaction. This saves us time in the long run.
What do you dislike about the product?
Setup can be complex with a steep learning curve. You might also need an expensive support plan to start however the time savings outweigh the cons in the long run.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us manage support tickets and our support queues that way end users are served in a timely manner in accordance with their ticket severity and we can run analytics on all these data points
Powerful CRM with Excellent Customization, but Steep Learning Curve and High Costs
What do you like best about the product?
360° Customer View: Having all interactions, opportunities, and account details consolidated in one place really streamlines relationship management and makes everything feel more organized. Customization & Automation: With tools such as Flow, Process Builder, and custom objects, you can adapt workflows to your needs and automate routine tasks, which saves time and effort. Reporting & Dashboards: The analytics capabilities are impressive, with real-time dashboards providing clear visibility into your pipeline, performance, and forecasting.
What do you dislike about the product?
The platform offers a lot of power, but it isn't always intuitive. For newcomers, the sheer volume of features, settings, and specialized terms can be overwhelming. While the high degree of customization is a strength, it can also result in cluttered interfaces, inconsistent data, or technical debt that becomes difficult to manage over time. Costs can escalate quickly due to licensing, add-ons, and implementation fees, which may be a particular concern for smaller teams. Additionally, if your organization handles large amounts of data or relies heavily on automation, dashboards and reports may experience slow loading times.
What problems is the product solving and how is that benefiting you?
Customer information is often fragmented, with data scattered across emails, spreadsheets, and various tools. This makes it challenging for service agents to access a complete view of each customer's history. Service Cloud addresses this by bringing together all customer interactions—whether by phone, chat, email, or social media—into a single, unified platform. As a result, agents gain a comprehensive 360° view of the customer, which allows them to deliver faster and more personalized service.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
I am using it in Japan.
What do you like best about the product?
Using Service Cloud, we can centrally manage user information, and it is very easy to use and very good.
What do you dislike about the product?
I basically find it easy to use and very convenient. There aren't many usability issues that concern me.
What problems is the product solving and how is that benefiting you?
Connecting users who have opened accounts with employees.
An Efficient Customer Service That I Highly Recommend
What do you like best about the product?
I appreciate the efficiency of customer service, which is a major asset for our customer service. I find that the implementation of the service was simple. I also appreciate the new features added regularly, which continuously enhance the value of the service.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
The product offers efficient customer service, crucial for my customer service needs.
Great for Team Organization, but Steep Learning Curve for New Users
What do you like best about the product?
It helps keep our team organized and effective
What do you dislike about the product?
new users can have a learning curve but it’s great
What problems is the product solving and how is that benefiting you?
Keeping our team organized and on the same page
Easy Setup for Case Management, but Customization Can Be Overwhelming
What do you like best about the product?
The case and entitlement management features are very straightforward to set up. I found the implementation process to be quite simple.
What do you dislike about the product?
Sometimes it requires too much customization.
What problems is the product solving and how is that benefiting you?
Clients complain and internal tickets
Great Productivity Boost with Agentforce, Slightly More User-Friendly Needed
What do you like best about the product?
Features and Agentforce stuff really boosts the productivity
What do you dislike about the product?
Nothing much but bit more user friendly and less errors
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place, making it easier to track, manage, and resolve cases efficiently. With automation, AI-driven recommendations, and integrated communication channels, our support team can respond faster and provide more personalized experiences.
Great Omnichannel Support, Needs More Order Management Automation
What do you like best about the product?
Ominchannel agents and working on various commerce platforms.
What do you dislike about the product?
I wish there could be more automation on order management issues and delivery
What problems is the product solving and how is that benefiting you?
Increasing customer retention due to good quality on loyalty management offers
Great for Team Organization, but Automation Setup Can Be Tricky
What do you like best about the product?
It helps teams respond faster and stay organized with all customer info in one view
What do you dislike about the product?
Some setups can get complex, especially when configuring automation or routing rules
What problems is the product solving and how is that benefiting you?
It makes it easier to keep track of customer requests and respond quicker everything’s in one place
Product Manager
What do you like best about the product?
Analytics and reporting and streamlined capabilities
What do you dislike about the product?
Complexity and learning curve for new admins
What problems is the product solving and how is that benefiting you?
Customer management effeciency
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