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 Automation Features, But Still Behind Google Cloud
What do you like best about the product?
The smart services that cloud allow you to enable and automate.
What do you dislike about the product?
It’s not as good at the moment as google cloud
What problems is the product solving and how is that benefiting you?
Cloud servicing systems and administrative issues and services.
Powerful, flexible, and the gold standard for customer service transformation
What do you like best about the product?
As a Salesforce consultant, I’ve implemented Service Cloud for multiple clients across industries — from manufacturing to utilities. The flexibility is outstanding. You can model almost any customer service process, from simple email cases to complex multi-system integrations. Features like Omni-Channel routing, Knowledge, and the Service Console significantly boost agent efficiency. The recent Einstein AI and Agentforce capabilities are true game changers for automation and intelligent case handling.
What do you dislike about the product?
The learning curve can be steep for teams new to Salesforce, especially when configuring automation (Flows, routing, etc.). Licensing and feature packaging can also get complex, so careful planning is key during scoping.
What problems is the product solving and how is that benefiting you?
We use it to centralize customer interactions, automate repetitive case handling, and give agents a 360° view of the customer. Integrations with SAP, telephony, and external knowledge systems have helped clients cut resolution time by 30–50% and improve CSAT significantly.
Great Slack Integration
What do you like best about the product?
The integration with Slack allows you to take action directly in Slack without having to context switch.
What do you dislike about the product?
I’d love to have Service cloud directly inside of Slck (similar to Sales Elevate for Sales Cloud)
What problems is the product solving and how is that benefiting you?
Enabling non service cloud users to see status in Slack
Great Developer Community, But Needs Customization to Start
What do you like best about the product?
Being the largest CRM company also means having the largest developer community.
What do you dislike about the product?
When you first purchase it, the product is rather bare and requires customization before you can start using it.
What problems is the product solving and how is that benefiting you?
Being able to use a scalable service without the need to manage infrastructure is a significant advantage.
Scalable Tool with Smooth Setup Learning Curve
What do you like best about the product?
I really value the scalability of Salesforce Service Cloud, which effortlessly matches the dynamic needs of our growing company. Adding or accommodating new team members is seamless, adapting to any situation. Additionally, the form to case and email to case features streamline communication, making it our primary tool for handling inquiries effectively.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud a bit challenging due to a learning curve and the difficulty in determining who had what talents or resources, especially when customizing setups.
What problems is the product solving and how is that benefiting you?
I use the product to manage member requests and discrepancies, simplifying multi-department operations. It's scalable, fitting our growing team's needs easily.
Great Point-and-Click Building Feature
What do you like best about the product?
The point and click ability to build and develop
What do you dislike about the product?
Reporting is a mess, specially with omni-channel
What problems is the product solving and how is that benefiting you?
Multi task through omni channel
Great Out of the Box, but Can Get Unnecessarily Complex
What do you like best about the product?
Good enough out of the box, great with simple customizations.
What do you dislike about the product?
Can be very complex when unnecessarily so.
What problems is the product solving and how is that benefiting you?
Knowledge, self service, escalations
Great for Linking Cases to Work Orders, but Setup Takes Too Long
What do you like best about the product?
Having the direct connection for one case to multiple work orders
What do you dislike about the product?
The setup process is lengthy. Would benefit from agentforce
What problems is the product solving and how is that benefiting you?
Giving a place to create tickets
Easy to Use with a Great Interface – A Phenomenal Product
What do you like best about the product?
I love it's ease of use and great user interface
What do you dislike about the product?
Honestly I just think it's a phenomenal product
What problems is the product solving and how is that benefiting you?
It's helping keep all my help desk data in one platform and it's great
Robust Integration, Interface Needs Improvement
What do you like best about the product?
I like the optimization provided by Salesforce Service Cloud, especially for robust integrations in the after-sales service area. The automation of approval processes and the automated after-sales flow are features that help optimize the sales flow. This allows me to better understand the issues that may arise in a sale and optimize projects, making good use of monitoring resources and NPS research.
What do you dislike about the product?
I think the Salesforce Service Cloud interface could be more user-friendly for customers who are not end users. This is important to make the experience more accessible and efficient for these customers.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate approval and post-sales processes, optimizing the sales flow and diagnosing problems quickly, which improves the sales team's efficiency.
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