Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Powerful Unified Customer Support, but Complex and Costly to Implement
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to deliver a truly unified view of the customer. It brings together every interaction across channels—email, phone, chat, and social media—into a single platform, allowing service agents to provide faster and more personalized support. The interface is intuitive and highly customizable, so teams can adapt workflows and dashboards to fit their specific processes, leading to greater efficiency and better customer experiences.
I also appreciate how Salesforce Service Cloud leverages automation and AI to streamline case management and improve decision-making. Features like Einstein AI, knowledge articles, and automated routing reduce manual effort while empowering agents to focus on complex issues that add real value. Combined with powerful analytics and integration capabilities, Service Cloud not only enhances operational performance but also provides actionable insights that help organizations continuously improve their service strategy.
I also appreciate how Salesforce Service Cloud leverages automation and AI to streamline case management and improve decision-making. Features like Einstein AI, knowledge articles, and automated routing reduce manual effort while empowering agents to focus on complex issues that add real value. Combined with powerful analytics and integration capabilities, Service Cloud not only enhances operational performance but also provides actionable insights that help organizations continuously improve their service strategy.
What do you dislike about the product?
One of the main drawbacks of Salesforce Service Cloud is its complexity, especially for new users or smaller teams without dedicated system administrators. Because it’s such a robust and highly customizable platform, configuring it to match specific business needs can require significant time, expertise, and sometimes external support. This complexity can make adoption slower and maintenance more demanding, particularly when managing frequent updates or integrating with other systems.
Another limitation is cost. While the platform delivers excellent functionality, licensing fees, add-ons, and development costs can add up quickly, making it a substantial investment. Additionally, performance can occasionally lag when handling large data volumes or complex automations, which can affect user experience. Despite these challenges, most of them can be mitigated with proper governance, training, and optimization strategies.
Another limitation is cost. While the platform delivers excellent functionality, licensing fees, add-ons, and development costs can add up quickly, making it a substantial investment. Additionally, performance can occasionally lag when handling large data volumes or complex automations, which can affect user experience. Despite these challenges, most of them can be mitigated with proper governance, training, and optimization strategies.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the challenge of fragmented and inefficient customer service operations by centralizing all customer interactions in one platform. Before, support teams often had to switch between multiple systems to track cases, manage communications, and access customer data. Now, everything is connected—from email and chat to knowledge bases and field service—allowing agents to respond faster and with full context. This integration has led to more consistent service quality, reduced response times, and improved customer satisfaction.
It’s also addressing the need for better visibility and data-driven decision-making. Through its reporting and analytics capabilities, Service Cloud provides real-time insights into case volumes, agent performance, and customer trends. This helps identify bottlenecks, optimize workflows, and proactively improve service processes. For me, the biggest benefit has been gaining a 360° view of both customers and operations, empowering the team to be more efficient, collaborative, and customer-focused.
It’s also addressing the need for better visibility and data-driven decision-making. Through its reporting and analytics capabilities, Service Cloud provides real-time insights into case volumes, agent performance, and customer trends. This helps identify bottlenecks, optimize workflows, and proactively improve service processes. For me, the biggest benefit has been gaining a 360° view of both customers and operations, empowering the team to be more efficient, collaborative, and customer-focused.
Great for Company Insights, but Could Be More User-Friendly
What do you like best about the product?
Gathers data for company wide review and allows insight
What do you dislike about the product?
Sometimes it’s not as user friendly and intuitive
What problems is the product solving and how is that benefiting you?
N-A
Automation and 360° vision, but complex and costly
What do you like best about the product?
Salesforce Service Cloud stands out for its powerful customer service automation, which streamlines cases and requests. It offers a 360° view of the customer, allowing for personalized and quick responses. Additionally, its flexibility and scalability make it ideal for support teams of any size.
What do you dislike about the product?
It is a very powerful but complex tool, with a steep learning curve and the need for experts to configure it properly. 💸 Its cost is high, especially due to additional modules and maintenance. 🐢 It can be slow and not very intuitive in daily use, which affects the agents' experience.
What problems is the product solving and how is that benefiting you?
💬 Unify all customer service channels into a single platform, improving efficiency and customer experience.
⚙️ Automate repetitive tasks and use AI to streamline case management and prioritize incidents.
📚 Centralize customer knowledge and information, allowing for faster and more personalized responses.
⚙️ Automate repetitive tasks and use AI to streamline case management and prioritize incidents.
📚 Centralize customer knowledge and information, allowing for faster and more personalized responses.
Powerful Service Platform with Great Automation, but Steep Learning Curve
What do you like best about the product?
Salesforce Service Cloud brings all customer interactions together in one place, whether they come through email, chat, or phone. This centralization helps teams provide quicker and more tailored support. I especially appreciate its automation features, including case routing, macros, and integration with the knowledge base, as these tools minimize manual work and promote consistency. Additionally, the real-time dashboards and AI-powered insights from Einstein make it straightforward to monitor performance and enhance customer satisfaction.
What do you dislike about the product?
Although Salesforce Service Cloud is a robust platform, it can be somewhat challenging to set up at first, particularly when customizing workflows or connecting with third-party applications. Certain advanced capabilities may also demand extra licensing or development work, which can add to both the cost and the time required for implementation. Nevertheless, after proper customization, the platform’s scalability and adaptability generally make these initial hurdles worthwhile.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenge of efficiently managing customer support across various channels. It simplifies case management, automates routine tasks, and provides a comprehensive 360° view of each customer by connecting data. These features help decrease response times, enhance team collaboration, and enable more personalized service. Personally, I have found it valuable for learning how to analyze customer interactions, design effective workflows, and implement automation to boost overall service quality and user experience.
Service Cloud helps us get to the next level of truly knowing our customer.
What do you like best about the product?
Service Cloud has enabled our ability to really know our customer and to anticipate their needs.
What do you dislike about the product?
Excited to bring more AI capabilities into our instance of Service Cloud.
What problems is the product solving and how is that benefiting you?
Connecting our clients to their individual specific products and services
Great UI and Automation, Needs Better Integration with Other Clouds
What do you like best about the product?
The UI improvements and service automations
What do you dislike about the product?
Could use more links with all other clouds like sales and managed packages
What problems is the product solving and how is that benefiting you?
Helping us create and track internal cases
Salesforce Administrator
What do you like best about the product?
I like that Service Cloud helps manage all customer cases in one place, giving a full view of each customer. It also automates tasks and routes cases efficiently, making service faster
What do you dislike about the product?
Sometimes it can feel complex to configure and maintain
What problems is the product solving and how is that benefiting you?
Helping us create and track internal cases
Great Case Management for Hotline Support, but Slow Response to Ideas
What do you like best about the product?
Case management makes Hotline Support really easy
What do you dislike about the product?
Ideas are often not considered quickly and needs time
What problems is the product solving and how is that benefiting you?
Transparency and efficiency
Love Email-2-Case Feature
What do you like best about the product?
Email-2-Case functionalities and flexibility
What do you dislike about the product?
Contact center is the main pain point for us
What problems is the product solving and how is that benefiting you?
It’s benifitting us for quick
Effective Data Storage and case Tracking, but Challenging for New Users
What do you like best about the product?
Great way to store data and track customer service requests
What do you dislike about the product?
Can be hard for new users. Can be hard to set up as well
What problems is the product solving and how is that benefiting you?
Tracking customer entitlements and cases
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