Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Great Experience, Nothing to Dislike
What do you like best about the product?
Salesforce Service Cloud provides a unified and intelligent platform that streamlines customer service across multiple channels. I like how it centralizes all customer interactions — email, chat, phone, and social — into a single 360-degree view, making it easier for agents to respond quickly and with full context. The automation through case routing, macros, and AI-powered recommendations (Einstein) greatly reduces manual workload and improves resolution times.
What do you dislike about the product?
While the platform is feature-rich, it can feel complex to configure without proper admin support or training. Some customizations require advanced technical knowledge, and initial setup or integrations can take time. The UI can also feel a bit heavy when managing large data sets, so a more streamlined user experience for agents would make it even better.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us centralize and streamline customer support operations that were previously scattered across multiple systems and channels. It solves the problem of fragmented guest interactions by providing a single view of each customer — including their bookings, cases, and communication history — so agents can deliver faster, more personalized support
Simple and Low-Code, but Interface Needs Improvement
What do you like best about the product?
Simplicity, low code. Easy for users to navigate
What do you dislike about the product?
Interface UI could be better. Make it more intuitive
What problems is the product solving and how is that benefiting you?
Allowing our agents to support our customers with ease
Great for Discovering Automation Use Cases with Agent Force
What do you like best about the product?
Knowing about the uses cases to automate with agent force
What do you dislike about the product?
One thing I would like to know is how it integrates seemlessly with other tools like genesys or Cisco
What problems is the product solving and how is that benefiting you?
Resolving user issues or inquiries.
Getting information on the products or purchases
Getting information on the products or purchases
Seamless Integration and ServiceCloud Voice Are Standouts
What do you like best about the product?
Seamless integration with other clouds, plus the more recent addition of ServiceCloud Voice
What do you dislike about the product?
Limitations with CCaaS integrations. Recent upgrades to ServiceCloud Voice with BYOT partners are encouraging but still not fully baked.
What problems is the product solving and how is that benefiting you?
Linking customer records with service and warranty cases and claims. The addition of SCV has allowed us to integrate with our CCaaS so that records are automatically linked when a customer calls in.
Intuitive and Helpful for Service Reps, No Complaints
What do you like best about the product?
Incredibly helpful and intuitive for the service reps.
What do you dislike about the product?
Nothing comes to mind, we have everything we need for the team at their fingertips
What problems is the product solving and how is that benefiting you?
Keeping the full view of the customer experience alongside the account details.
Easy to Find Help, but Terminology Can Be Tricky
What do you like best about the product?
Being able to find help easily when I have the correct verbiage
What do you dislike about the product?
Finding the correct terminology to use to search.
What problems is the product solving and how is that benefiting you?
Being able to find information quickly without opening a help ticket
Efficient Management and Stellar Support
What do you like best about the product?
I really appreciate that Salesforce Service Cloud allows us to manage our urgencies effectively and react quickly. The streamlined views help us see what we need when we need it, enhancing our efficiency. The lightning reports and dashboards are very helpful, providing valuable insights. I also like that the platform is well-maintained, allowing us to effectively process our cases. I am impressed by the support it provides from reputed business leaders.
What do you dislike about the product?
I find the case creation process could be improved to make it easier.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to effectively manage urgencies, react quickly, and streamline views for quick access to necessary information.
Great Omnichannel Experience, RCA downstream on Service
What do you like best about the product?
Omni channel is a great feature how ease it is to set up service could with Salesforce cpq for entitlements
What do you dislike about the product?
Not a dislike. Needclarity on how RCA and service cloud would work together in terms of entitlement. Not much info around this
What problems is the product solving and how is that benefiting you?
Customer support and knowledge center
Powerful Customer Management with Salesforce Service Cloud, but Complex Setup and Costs
What do you like best about the product?
Salesforce Service Cloud allows isaac to centralize and manage all customer interactions efficiently. It gives our support and success teams full visibility of client requests, case history, and communication touchpoints, which improves response times and service consistency. The ability to automate case routing, integrate with Marketing and Sales Cloud, and track SLAs directly in the platform has helped us deliver a more data-driven and personalized customer experience.
What do you dislike about the product?
The platform’s setup can be complex and requires technical expertise to customize workflows or reports. While it’s highly powerful, the user experience could be more intuitive for agents handling high ticket volumes. In addition, the licensing and integration costs can grow quickly as the team expands, which makes scaling something that needs careful planning.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps isaac centralize all client support and success interactions in one platform. Before using it, our teams relied on multiple disconnected tools, which made it difficult to track requests, measure response times, and ensure consistent follow-up.
With Service Cloud, we’ve been able to implement structured case management, automate ticket routing, and gain full visibility into customer history and SLAs. This has significantly improved our team’s efficiency, reduced resolution time, and allowed us to make decisions backed by data instead of fragmented inputs. The platform also supports better collaboration between Customer Success, Sales, and Operations — strengthening the overall client experience.
With Service Cloud, we’ve been able to implement structured case management, automate ticket routing, and gain full visibility into customer history and SLAs. This has significantly improved our team’s efficiency, reduced resolution time, and allowed us to make decisions backed by data instead of fragmented inputs. The platform also supports better collaboration between Customer Success, Sales, and Operations — strengthening the overall client experience.
Solid Platform but Setup Requires Customization
What do you like best about the product?
I appreciate the ease of use and agility of Salesforce Service Cloud, which quickly introduces new features to stay ahead in the market. I find the automation and case management features, especially with Einstein, incredibly beneficial for our support processes.
What do you dislike about the product?
I found the initial setup for Salesforce Service Cloud somewhat challenging due to the extensive customizations and significant amount of data that needed to be migrated. Additionally, it was a bit cumbersome to build much of the functionality from scratch, as a lot of what's available seemed to be just the bones, requiring more standard functionalities to avoid extensive custom implementation.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and routing, automating support processes, and leveraging Einstein for efficiency, which greatly streamlines our operations.
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