Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Salesforce Service Cloud: Powerful, Unified Support with a Learning Curve
What do you like best about the product?
Salesforce Service Cloud makes it incredibly easy to deliver personalized, efficient, and consistent customer support. I love how everything lives in one place, Cases, Knowledge, Omni-Channel routing, automations, and reporting, so agents can focus on solving issues fast. The integration with other Salesforce clouds is seamless, giving a full 360° view of the customer. Real-time dashboards and flows also help reduce manual work and improve response times significantly. Actually, I love service cloud!
What do you dislike about the product?
Honestly, the only tricky part is that it can feel a little overwhelming at the beginning because there are so many features to explore. Setting up advanced automations sometimes needs admin or dev expertise, and licensing can get expensive for big teams. But once everything is set up, the value it brings is totally worth it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the challenge of managing customer support across multiple channels in one place. It brings together cases, chat, email, phone, and self-service, so nothing falls through the cracks. With real-time visibility and automation, it helps resolve issues faster, improve customer satisfaction, and make support teams more productive. For me, it means less manual work, better tracking, and smoother customer experiences overall.
Service Console Is Incredibly Helpful and Insightful
What do you like best about the product?
I love the service console. It is incredibly helpful and very insightful.
What do you dislike about the product?
It would be nice if it was integrated with teams, so that chats could be directly connected to cases
What problems is the product solving and how is that benefiting you?
Case management for regulatory compliance.
Comprehensive Customer Interaction, but Limited by Regional Restrictions
What do you like best about the product?
It covers all aspect of customer interaction
What do you dislike about the product?
Its region wise restriction on some functionality
What problems is the product solving and how is that benefiting you?
One window operation
Easy Coding and Smooth Workflow
What do you like best about the product?
It's flows and easy coding where you can easily build flows.
What do you dislike about the product?
It's limits regarding everything you use.
What problems is the product solving and how is that benefiting you?
One single platform for customer service
Great Case Management, But Reporting Needs Improvement
What do you like best about the product?
Case management and omni channel routing
What do you dislike about the product?
Reporting limitations- standard reporting is good but less flexible
What problems is the product solving and how is that benefiting you?
Managing cases and routing through omni channel
Great OOB Functions for Agents, but Permissions Model Is Too Complex
What do you like best about the product?
The oob functions for service agents to ease the configuration.
What do you dislike about the product?
The complexity of the permissions model and all of the layers
What problems is the product solving and how is that benefiting you?
Unifying all the call center tools onto one platform
Integrating the telephony for seamless guest interaction entry point.
Integrating the telephony for seamless guest interaction entry point.
Reliable Tool with Cost Considerations
What do you like best about the product?
I find Salesforce Service Cloud invaluable for supporting customers, especially in resolving issues efficiently. It enhances our service quality and makes our customers feel appreciated and supported, which gives us a competitive advantage. The setup was smooth due to our prior use of Sales Cloud, and live chat and article features are particularly beneficial.
What do you dislike about the product?
I have concerns about the cost of Salesforce Service Cloud, which may not be affordable for some organizations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to support customers by resolving order accuracy issues, enhancing live chat support and making interactions feel seamless and efficient.
Great Knowledge Management, No Complaints
What do you like best about the product?
Knowlege Mgmt and the new agent for services
What do you dislike about the product?
easier licensing model would help us admins to better address user concerns
What problems is the product solving and how is that benefiting you?
knowledge mgmt is now streamlined into one place
Great Unified Support, but High Costs for Smaller Teams
What do you like best about the product?
What I like most about Salesforce Service Cloud is that it unifies customer information and inquiries from all channels like phone, email, and chat. This allows agents to instantly understand the customer's situation and provide consistent, high-quality support quickly.
What do you dislike about the product?
The licensing fees are quite expensive, and the total cost of ownership often increases further due to expenses related to the initial setup, customization to fit particular business workflows, and the addition of extra features. For small and mid-sized companies or smaller teams, these costs can become a significant financial burden.
What problems is the product solving and how is that benefiting you?
The main issue lies in inefficiency and reduced productivity caused by manual processes. Agents often waste valuable time directing inquiries to the appropriate person and replying to each straightforward request one by one.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
Comprehensive Platform for Managing Customer Service
What do you like best about the product?
How it brings everything together in one place - cases, customer details, and communication channels. It makes it easier to track interactions, automate repetitive tasks, and manage service workflows efficiently.
What do you dislike about the product?
It can feel overly complex to manage. Configuration changes often have dependencies across multiple objects, flows, and permission sets, which makes impact analysis and troubleshooting challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions and case data in one system, allowing officers to handle inquiries from multiple channels efficiently. It also automates repetitive tasks through flows, improving turnaround time and consistency.
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