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 Integration Potential, but Core Process Challenges Remain
What do you like best about the product?
How can I integrate the various processes for my business and enhancement them
What do you dislike about the product?
Up to now, we have encountered some challenges with a few core processes, but our vendor is making efforts to assist us.
What problems is the product solving and how is that benefiting you?
This tool allows me to clearly view the workflow of processes, which helps improve and develop my technical skills.
Great Case Management, No Complaints
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it brings together every aspect of customer service into one unified platform. It’s not just about managing cases — it’s about delivering personalized, efficient, and proactive support.
A few key things stand out for me:
1. Omnichannel Support
Service Cloud allows agents to manage customer interactions across email, chat, phone, social media, and messaging apps all in one place. The Omnichannel Routing ensures cases go to the right agent based on skills or availability, which really improves response times and customer satisfaction.
2. Service Console Efficiency
The Agent Console is a game-changer — everything the agent needs (case details, knowledge articles, customer history) is right there. This drastically reduces the need to switch tabs and helps resolve cases faster.
3. Knowledge Management
Having a centralized Knowledge Base empowers both agents and customers (via self-service portals). It helps maintain consistency in responses and reduces case volumes.
A few key things stand out for me:
1. Omnichannel Support
Service Cloud allows agents to manage customer interactions across email, chat, phone, social media, and messaging apps all in one place. The Omnichannel Routing ensures cases go to the right agent based on skills or availability, which really improves response times and customer satisfaction.
2. Service Console Efficiency
The Agent Console is a game-changer — everything the agent needs (case details, knowledge articles, customer history) is right there. This drastically reduces the need to switch tabs and helps resolve cases faster.
3. Knowledge Management
Having a centralized Knowledge Base empowers both agents and customers (via self-service portals). It helps maintain consistency in responses and reduces case volumes.
What do you dislike about the product?
perspective.
1. Complex Configuration for Large Implementations
When you’re dealing with multiple channels, automation rules, and custom processes, it can become quite complex to maintain. Features like Omnichannel Routing, Entitlements, and Milestones require deep understanding and careful setup to work seamlessly together.
1. Complex Configuration for Large Implementations
When you’re dealing with multiple channels, automation rules, and custom processes, it can become quite complex to maintain. Features like Omnichannel Routing, Entitlements, and Milestones require deep understanding and careful setup to work seamlessly together.
What problems is the product solving and how is that benefiting you?
🔹 1. Fragmented Customer Data → Unified 360° View
Problem: Customer information was often scattered across emails, spreadsheets, or disconnected tools.
Solution: Service Cloud centralizes all interactions, cases, and history into one platform, giving agents a complete view of the customer.
Benefit: This helps resolve issues faster and improves customer satisfaction. As a developer, it’s easier to build automations and flows when everything’s in one system.
Problem: Customer information was often scattered across emails, spreadsheets, or disconnected tools.
Solution: Service Cloud centralizes all interactions, cases, and history into one platform, giving agents a complete view of the customer.
Benefit: This helps resolve issues faster and improves customer satisfaction. As a developer, it’s easier to build automations and flows when everything’s in one system.
Comprehensive Solution with Salesforce, Information Challenges
What do you like best about the product?
I like how Salesforce perfectly adapts to our organization's processes, improving efficiency and human resources through advanced technology. I appreciate the automation and standardization of processes, as well as the parameterization functions that support areas such as security, finance, and legal, making the platform a comprehensive solution. I also value Salesforce's ability to integrate with other tools like Tableau and SAP, which helps us automate processes and reduce human errors.
What do you dislike about the product?
I feel that Salesforce Service Cloud lacks more comprehensive and digested information about its functionalities. This insufficiency limits me from fully exploiting the tool and taking advantage of everything it offers. During the expo in San Francisco, I was able to see the large number of available functionalities, which made me realize that there is a notable lack of access to this information in a clear and structured manner. Additionally, during the implementation of Salesforce, we have encountered some resistance from people to adopt new technologies and digital processes, which has further complicated the integration process.
What problems is the product solving and how is that benefiting you?
I use Salesforce to automate processes, minimize human errors, improve human resource efficiency, and align call center processes, which will boost the organization's future profits.
Salesforce Service Cloud: Excellent Product with No Downsides
What do you like best about the product?
Salesforce service cloud is a great product.
What do you dislike about the product?
I don’t dislike anything about salesfoce service cloud
What problems is the product solving and how is that benefiting you?
don’t dislike anything about salesfoce service cloud We are in process of
Efficient Customer Support with Powerful Features, but Setup Can Be Complex
What do you like best about the product?
I really like how Salesforce Service Cloud centralizes all customer interactions in one place, making it easy to deliver fast and personalized support. The interface is intuitive, and case management works seamlessly across channels.
I also appreciate the automation and AI features that help prioritize cases and suggest solutions. They save time, reduce manual work, and improve overall customer satisfaction.
I also appreciate the automation and AI features that help prioritize cases and suggest solutions. They save time, reduce manual work, and improve overall customer satisfaction.
What do you dislike about the product?
Sometimes the setup and customization process can be complex, especially for teams without deep technical knowledge. It takes some time to configure everything exactly as needed.
Additionally, certain advanced features may require extra licenses or add-ons, which can increase costs for smaller teams or organizations.
Additionally, certain advanced features may require extra licenses or add-ons, which can increase costs for smaller teams or organizations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer support more efficiently by centralizing all cases, interactions, and history in one place. This allows our team to respond faster and provide consistent, personalized service.
It also improves collaboration and visibility across departments. With automated workflows and analytics, we can identify trends, reduce response times, and continuously enhance the customer experience.
It also improves collaboration and visibility across departments. With automated workflows and analytics, we can identify trends, reduce response times, and continuously enhance the customer experience.
Great Slack Integration, No Complaints
What do you like best about the product?
The integration with Slack works really well, and I'm looking forward to discovering the new features that will be added.
What do you dislike about the product?
The only challenging part was the initial configuration; everything else was straightforward.
What problems is the product solving and how is that benefiting you?
I use this for creating and tracking tickets.
Great Integration with Salesforce Platforms
What do you like best about the product?
Good integration with other salesforce platforms. Very reliable and stable
What do you dislike about the product?
Agentforce service agent is unstable at the moment
What problems is the product solving and how is that benefiting you?
Context switching for our reps. With all the information in service cloud, our reps are able to help customers faster
Efficient Issue Resolution, but AI Features Are Pricey
What do you like best about the product?
It helps both agents and customers resolve their issues smoothly and efficiently.
What do you dislike about the product?
The cost of implementing AI features could be lower.
What problems is the product solving and how is that benefiting you?
It provides faster responses to our customers, allowing our agents to dedicate more time to other important tasks.
Great Automation Tools, but High Cost Is a Drawback
What do you like best about the product?
Really like the automation tools because they save huge amount of time
What do you dislike about the product?
Dislike the high cost. It can get expensive fast.
What problems is the product solving and how is that benefiting you?
Specifically on the help desk side, faster ticket resolution, happier customers, and smarter management
Absolutely Love Everything
What do you like best about the product?
The host of features that service cloud has
What do you dislike about the product?
More interactive reports and dashboards.
What problems is the product solving and how is that benefiting you?
Managing the licenses renewals
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