Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service Cloud can do just about anything
What do you like best about the product?
What I really like about Service Cloud is how flexible and powerful it is once you truly understand the platform.
As someone who works daily building automations and integrations for a global support team, I’ve seen how Service Cloud can adapt to almost any business process, from case routing and escalations to chat and in-app messaging.
The way everything connects — Cases, Omni-Channel Skill Based Routing, SLAs, gives support agents a complete view of the customer.
And as a developer, I appreciate how much you can extend it with Apex, Flows, and LWCs without losing control of scalability or maintainability.
It’s one of those tools where, with the right design, you can solve almost anything.
As someone who works daily building automations and integrations for a global support team, I’ve seen how Service Cloud can adapt to almost any business process, from case routing and escalations to chat and in-app messaging.
The way everything connects — Cases, Omni-Channel Skill Based Routing, SLAs, gives support agents a complete view of the customer.
And as a developer, I appreciate how much you can extend it with Apex, Flows, and LWCs without losing control of scalability or maintainability.
It’s one of those tools where, with the right design, you can solve almost anything.
What do you dislike about the product?
What I dislike is mostly related to complexity.
Troubleshooting automation conflicts or performance issues in a large-scale environment can be time-consuming.
Some older features still exhibit the “Classic vs. Lightning” gap, which can sometimes make the user experience feel inconsistent.
And finally, the licensing model can get expensive as you scale, especially when you need add-ons.
Troubleshooting automation conflicts or performance issues in a large-scale environment can be time-consuming.
Some older features still exhibit the “Classic vs. Lightning” gap, which can sometimes make the user experience feel inconsistent.
And finally, the licensing model can get expensive as you scale, especially when you need add-ons.
What problems is the product solving and how is that benefiting you?
Service Cloud has really changed the way our support team works day to day.
Everything - cases, chats, escalations, even internal handovers - now happens in one place, which makes collaboration so much easier.
Before, we had data spread across tools and people wasting time just figuring out who owned what. Now it’s all connected and visible.
From my side as a developer, it’s been rewarding to see how automation and integrations (like PagerDuty or GChat) actually make agents’ lives easier — not just add more complexity.
We’ve managed to reduce manual work, speed up response times, and give managers the visibility they always wanted.
It feels like we’re finally running support the way it should be - clear, fast, and connected.
Everything - cases, chats, escalations, even internal handovers - now happens in one place, which makes collaboration so much easier.
Before, we had data spread across tools and people wasting time just figuring out who owned what. Now it’s all connected and visible.
From my side as a developer, it’s been rewarding to see how automation and integrations (like PagerDuty or GChat) actually make agents’ lives easier — not just add more complexity.
We’ve managed to reduce manual work, speed up response times, and give managers the visibility they always wanted.
It feels like we’re finally running support the way it should be - clear, fast, and connected.
Effortless Case Management Boosts Efficiency
What do you like best about the product?
I find Salesforce Service Cloud to be superior in service technology compared to other CRMs. The functionality in case management and customer feedback tracking within the Salesforce ecosystem is excellent. The ease of customization and using existing objects enhances its usability. Case routing directly benefits our company by effectively assigning tasks to the right teams. I appreciate how effortless it is to configure, manage cases, and use case routing rules.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I find the product routes cases directly to the right service team members, improving efficiency with case routing rules and benefiting our company greatly.
Efficient Case Management with Stellar Features
What do you like best about the product?
I love how Salesforce Service Cloud centralizes customer complaints, improving response efficiency and providing visibility on case resolution times. The detailed implementation handbook and helpful videos made setting up Salesforce straightforward. Web-to-case feature is fantastic, auto-logging customer interactions seamlessly into our system. Having comprehensive customer information readily accessible, especially on mobile, empowers our sales reps to engage confidently and effectively during customer visits.
What do you dislike about the product?
I am frustrated by the challenges faced trying to integrate Salesforce with Cisco, which has not been successful. Furthermore, I wish Salesforce Service Cloud offered better integration features, specifically the ability to integrate seamlessly with Microsoft Teams, as our entire company relies heavily on Teams for communication and collaboration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to centralize customer complaints, improve response times, and provide full visibility on case resolution, which enhances our customer interaction quality.
Great Integrations for Centralized Customer Interactions, but Setup Can Be Confusing
What do you like best about the product?
Integrations such as Call Centers and the Outlook Integration service have made it easier for us to centralize our customer interactions in one location.
What do you dislike about the product?
Some of the features like Outlook Integration can be confusing to set up correctly.
What problems is the product solving and how is that benefiting you?
Tracking the frequency and quality of customer engagements
Great Out-of-the-Box Features, but Automation and Record Locking Need Improvement
What do you like best about the product?
The product offers useful out-of-the-box features such as case assignment notifications and dashboards, and it also allows for customization.
What do you dislike about the product?
Certain automation features, such as the milestones, do not function as expected. Additionally, there are problems with record locking.
What problems is the product solving and how is that benefiting you?
We were able to customize the milestone functionality to fit our specific requirements.
Streamlined Case Management with Powerful Analytics
What do you like best about the product?
I appreciate the omnichannel capabilities of Salesforce Service Cloud, which are a great asset to us. It allows for enhanced reporting and analytics, significantly improving our operational performance across multiple business units and divisions. The straightforward initial setup and light customization options have been beneficial. Also, the user-friendly experience makes me consider purchasing it again.
What do you dislike about the product?
I am currently facing a lack of integrations with other software, which I wish to have in place. Having these integrations could enhance the overall functionality and efficiency of our operations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, improving reporting and analytics across various business divisions, enhancing operational performance with omnichannel capabilities.
Easy Setup and Configuration, but Some Salesforce Limitations
What do you like best about the product?
The ease of use and quick setup with a lot of out of the box configuration
What do you dislike about the product?
Salesforce limitations on certain items like entitlements not having an owner
What problems is the product solving and how is that benefiting you?
Service cloud is helping us improve our workflows and continuous enhancements each release helps us keep up with the demands
Centralized Customer Support with Service Cloud, but Case Management Needs Improvement
What do you like best about the product?
Service Cloud serves as the central platform where our customer service team engages with and assists all of our customers, making direct use of CRM data.
What do you dislike about the product?
Managing cases can occasionally be challenging for teams. However, there are established best practices and certain third-party applications that can help enhance the case management process.
What problems is the product solving and how is that benefiting you?
Service cloud voice is a key component and integrates with CX call centers.
Great Navigation and Usability, but Pricing Could Be More Manageable
What do you like best about the product?
Ease of navigation. Things are easy to find or search. Key information is linked that allows us to find whatever is needed.
What do you dislike about the product?
The product is solid, the pricing could be a little more manageable as everything needs add-ons for functionality to work as expected.
What problems is the product solving and how is that benefiting you?
Cases are linked to the client records in an easy format. When reviewing past troubleshooting cases, we can easily see what has happened and what was the resolution.
Powerful Customer Support Platform with Robust Features, but Steep Learning Curve
What do you like best about the product?
Service Cloud is an outstanding platform for managing customer support efficiently. It provides a complete 360° view of each customer, bringing interactions into one place for faster and more personalized service. The built-in Einstein AI features help automate repetitive tasks and offer smart insights that boost productivity. It’s also highly customizable, scalable, and integrates seamlessly with other Salesforce products. Overall, it’s one of the best solutions for delivering quick, intelligent, and consistent customer experiences.
What do you dislike about the product?
One downside of Salesforce Service Cloud is that it can feel complex and overwhelming at first, especially for new users or smaller teams without admin support. The setup and customization process often requires technical knowledge or a Salesforce expert, which can add to the cost. Additionally, the pricing can be high, particularly when you start adding advanced features, automation, or third-party integrations.Page load times and navigating between records can be slow if the org isn’t optimized.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve key challenges like fragmented data, slow response times, and inconsistent customer experiences. It unifies all customer information into a single 360° view, enabling teams to deliver faster, more personalized support across email, chat, phone, and social channels. With built-in AI and automation, Service Cloud reduces manual work, identifies at-risk accounts early, and drives proactive engagement. Its powerful analytics and dashboards give leaders real-time visibility into customer health and team performance, while scalable tools like knowledge management and case routing ensure efficiency as the business grows.
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