Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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IPR Cust Serv
What do you like best about the product?
Growth,integration, facts and data analysis
What do you dislike about the product?
Unless integrated, it’s very manual and subject to human error
What problems is the product solving and how is that benefiting you?
Email to Case Premium for Customer Service. Converting email requests into a case. Actual view of customer issues, time it takes to respond from open to close, track the type of request and identify opportunity gaps
Service cloud review
What do you like best about the product?
Case management; service agent, service console as unified view in sub tabs
What do you dislike about the product?
In a large orgs like ours with heavy case volumes users report performance issues
What problems is the product solving and how is that benefiting you?
Cases management
Great for Case Management, But Steep Learning Curve Without an Expert
What do you like best about the product?
Our agency is able to use case management specific objects.
What do you dislike about the product?
It’s difficult to learn if you don’t have an expert in good.
What problems is the product solving and how is that benefiting you?
Case management so better serve internal clients
Improved Ticket Resolution with Flow, but Interface Needs Work
What do you like best about the product?
I've noticed an improvement in the rate of tickets being answered and closed on time, thanks to the follow-up actions available in Flow.
What do you dislike about the product?
The current user experience with the interface
What problems is the product solving and how is that benefiting you?
The onboarding process for new employees, as well as the IT PC checkup, are both important aspects of starting at the company.
Great Usability and Experience, but Too Many Tabs
What do you like best about the product?
Usability and customer experience and ease of navigation
What do you dislike about the product?
Too many tabs in the platform and nothing other than that
What problems is the product solving and how is that benefiting you?
Enabling self service portals and digitalization of customer journey and experience
Great Options and GenAI, but Deployment Can Be Challenging
What do you like best about the product?
Lots of options to help make the lives of our associates better. Specifically, GenAI.
What do you dislike about the product?
Not everything is as easy as “push a button to setup.” Lots of challenges moving code from test/sandbox org into our actual org.
What problems is the product solving and how is that benefiting you?
This tool has enabled us to provide faster customer service to financial advisors in the field, allowing them to have their issues resolved quickly and correctly on the first attempt.
Excellent Case Management, No Complaints
What do you like best about the product?
Case management is the best functionality
What do you dislike about the product?
I don’t think of any as we are greatly satisfied
What problems is the product solving and how is that benefiting you?
Customer queries and questions about our platform. Benefit are many.
Intuitive and Customizable, but Complex for New Users
What do you like best about the product?
I like how intuitive and customizable Salesforce Service Cloud is
What do you dislike about the product?
Sometimes the platform can feel complex to configure for new users, and customizations may require support from technical teams or consultants.
What problems is the product solving and how is that benefiting you?
Nothing
Great Knowledge Function, No Complaints
What do you like best about the product?
The knowledge function can be used in conjunction with other functions, so internal know-how can continue to be used.
What do you dislike about the product?
Knowledge objects are different from other objects and are difficult to handle. Data migration is difficult.
What problems is the product solving and how is that benefiting you?
Resolving questions received at the call center, sharing internal knowledge, etc.
Powerful and flexible
What do you like best about the product?
What I really like about Service Cloud from an admin point of view is how smoothly it brings everything together from case automation and Omni-Channel routing to real-time dashboards and the Service Console. It saves so much time by reducing manual work, keeping support organized, and giving a clear view of what’s happening. Plus, it’s flexible enough to fit any team’s workflow, which makes managing and scaling support operations a lot easier.
What do you dislike about the product?
It’s powerful, but that also means troubleshooting or training new users takes time. Plus, some features feel pricey or locked behind extra licenses, which can be tough for nonprofits or smaller orgs trying to stay budget-friendly.
What problems is the product solving and how is that benefiting you?
For us, Service Cloud has made everything so much more organized and efficient. All student, teacher, and donor inquiries come into one place, so nothing slips through the cracks. It routes requests to the right person automatically, tracks progress, and gives us clear visibility into where things stand. The reports make it easy to see how quickly we’re responding and where we can improve. Overall, it’s helped us communicate better, work faster, and provide a smoother experience for everyone we support.
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