Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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External reviews are not included in the AWS star rating for the product.
Great Service Console and Flows, No Major Dislikes
What do you like best about the product?
Service console and flows. Also einstein features
What do you dislike about the product?
I think nothing. Maybe better functionality about digital channels
What problems is the product solving and how is that benefiting you?
Customer service disorder and customer insatisfaction
Customizable Yet Complex: A Double-Edged Tool for Customer Service
What do you like best about the product?
It makes the art of serving customers into a science
What do you dislike about the product?
The best part of it which is how customizable it is, is also a drawback
What problems is the product solving and how is that benefiting you?
It’s solving our need to have a single view for our agents across channels
Great for Data Centralization and Personalization, but Some Processes Are Challenging
What do you like best about the product?
It helps us centralize our data and better understand our clients, allowing us to create more personalized experiences.
What do you dislike about the product?
Some processes are difficult to implement.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us centralize all customer interactions in one place, giving our teams a 360° view of each case. Before, we had fragmented communication across different channels and tools, which made it difficult to track follow-ups and ensure consistency in service.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Streamlined Experience That I Love
What do you like best about the product?
It's able to streamline workflows which helps operationally.
What do you dislike about the product?
It's probably not so easy to adopt and requires some time to learn.
What problems is the product solving and how is that benefiting you?
Helping to streamline agent workflows
Smooth Implementation, Effective for Customer Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud resolves customer issues swiftly, which was a problem before. The response center is excellent. I enjoy the high customizability and the helpful chatbot functionality. Setting it up was smooth despite taking some time, and the overall experience is quite smooth.
What do you dislike about the product?
The pricing of Salesforce Service Cloud
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues quickly, enhancing support with a great response center. Its high customizability and helpful chatbot improve customer interactions.
Powerful Service Platform with Great Features, but Complex Setup and High Costs
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it empowers service teams to deliver faster, more personalised support. Case management, knowledge articles, and omni-channel routing all work seamlessly together so agents have everything they need in one place. I also like how automation and AI features, like macros and Einstein, reduce manual effort and help agents focus on solving customer problems rather than repetitive tasks. The dashboards and reporting give managers real-time visibility into performance and customer satisfaction, which makes it much easier to continually improve service.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that the level of configuration can sometimes feel overwhelming. While it’s powerful, setting up features like omni-channel, entitlement processes, or knowledge management often requires skilled admins or developers. The licensing costs can also increase quickly if you want to use advanced features like digital engagement or AI add-ons, which may be a hurdle for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the problem of inconsistent and disconnected customer support. Instead of agents working across multiple systems or struggling to find information, all customer interactions, case histories, and knowledge resources are centralised in one platform. This makes it easier to provide fast, personalised service no matter which channel the customer chooses. Automation and AI help prioritise and route cases, reducing response times and improving resolution rates. The benefit is happier customers, more efficient service teams, and better visibility for managers into performance and customer satisfaction trends.
Easy Setup and Seamless Integration, but Initial Foundation Took Time
What do you like best about the product?
Setting it up was easy, and the integration process was seamless. It's also straightforward for our in-house users to manage.
What do you dislike about the product?
Building the right foundation took quite a long time.
What problems is the product solving and how is that benefiting you?
This tool helps to streamline processes across various human resource functions, making tasks more efficient and organized.
Great Voice Feature, No Major Dislikes
What do you like best about the product?
I like Voice Cloud and case management..
What do you dislike about the product?
When there is a bug the support is slow..
What problems is the product solving and how is that benefiting you?
Lets to support the customer in different channels and giving a great customer experience
Effortless Setup, Speeds Up Our Support Service
What do you like best about the product?
I love Salesforce Service Cloud for its case management and email management features, which have significantly improved our support service speed. The setup process was very easy, supported by helpful guides. Additionally, the omnichannel capabilities are amazing, making it a valuable tool for us.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, which speeds up our support service considerably, improving efficiency and customer satisfaction.
Efficient Storage and Easy Organization with Salesforce
What do you like best about the product?
I find the additional storage provided by Salesforce Service Cloud to be very helpful for storing our data. The organization of storage is also beneficial for us. It's working well, which contributes to my positive experience. As a result, I would rate my likelihood of recommending it as a ten.
What do you dislike about the product?
I found it challenging needing to train others on how to use Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I find the product provides more storage, which is helpful in organizing and storing our data effectively.
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