Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Powerful Automation and Seamless Salesforce Integration
What do you like best about the product?
What I like most is its automation capabilities, especially case assignment, macros, and workflows—save a significant amount of time.
Its user interface is clean, and dashboards provide real-time insights that help us track performance.
The integration with Salesforce CRM also makes it easy to access complete customer histories in one place.
Its user interface is clean, and dashboards provide real-time insights that help us track performance.
The integration with Salesforce CRM also makes it easy to access complete customer histories in one place.
What do you dislike about the product?
Some features have a steep learning curve, especially for new users.
Customizations sometimes require technical expertise, and some advanced configurations can be time-consuming.
The licensing cost is also on the higher side compared to other tools.
Customizations sometimes require technical expertise, and some advanced configurations can be time-consuming.
The licensing cost is also on the higher side compared to other tools.
What problems is the product solving and how is that benefiting you?
We mainly use Salesforce Service Cloud to centralize customer inquiries, automate case handling, and improve response times.
SSC reduces manual work, provides full visibility into customer history, and allows us to resolve issues faster and more accurately, which has greatly improved overall customer satisfaction.
SSC reduces manual work, provides full visibility into customer history, and allows us to resolve issues faster and more accurately, which has greatly improved overall customer satisfaction.
Comprehensive, User-Friendly, and Packed with Tools
What do you like best about the product?
It is very complete, has a lot of tools, and it is very user-friendly. Also it integrates very easily with other programs.
What do you dislike about the product?
The layout seems old; it could be more modern.
What problems is the product solving and how is that benefiting you?
Manage calls and customer interactions as well as store information about clients. We also use it to measure metrics in our team.
Smooth Onboarding and Customizable User Management
What do you like best about the product?
One of the feature that we are using is the user management system for our lms and it is having a smooth onboarding process with lots of customized panels.
What do you dislike about the product?
Sometime user entry seems to take some time to show up after it is entered maybe the data sync seems to be slow sometime.
What problems is the product solving and how is that benefiting you?
The user management is a nightmare working in large organisations and it solves this issue really well
Effortless Lead Management and User-Friendly Experience
What do you like best about the product?
It is easy to use and allows you to sort your leads efficiently.
What do you dislike about the product?
Sometimes the network can crash or take a long time to load.
What problems is the product solving and how is that benefiting you?
Being able to sort my leads and tell me who I should contact on specific days.
Great Experience From Beginning to End
What do you like best about the product?
I love how Salesforce keeps all my cases and tasks in one spot, so I’m not bouncing around trying to remember who needs what. It’s smooth for tracking updates, checking history, and staying on top of deadlines, which makes my day a lot easier and keeps everything organized.
What do you dislike about the product?
What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps cut down the confusion that comes with working across multiple teams. We can assign tasks to the right departments, track every update in one place, and keep everyone on the same page. It saves time, reduces miscommunication, and makes it easier for me to move cases forward without chasing down information.
Centralized Support and Seamless Omnichannel Experience
What do you like best about the product?
Salesforce Service Cloud is often praised for its ability to centralize customer support operations and make service teams more efficient. Its best feature is the unified console, which brings cases, customer history, and communication channels together so agents have everything they need in one place. The platform’s automation tools like workflows, macros, and AI-powered routing help reduce manual work and speed up response times. Another major upside is its omnichannel capability, allowing teams to manage phone, email, chat, social media, and self-service interactions seamlessly. Combined with strong reporting, customizable dashboards, and integration with other Salesforce products, Service Cloud provides a scalable and highly flexible solution for improving customer satisfaction and operational efficiency.
What do you dislike about the product?
Many people say that the biggest downside of Salesforce Service Cloud is that it can feel overwhelming at first. There’s a lot to learn, and getting everything set up the way you want often requires someone who really knows the system. It can also get expensive once you start adding more features or licenses. Some users feel the interface can be a bit busy, and performance may slow down if the system is heavily customized or handling large amounts of data. Overall, it’s powerful, but it can take time, money, and the right expertise to make the most of it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps consolidate all our customer support interactions into one place, which makes it much easier to track cases, respond quickly, and maintain consistency across channels. It solves problems like scattered communication, slow response times, and limited visibility into customer history. With automation, workflows, and AI-driven suggestions, our team spends less time on repetitive tasks and more time helping customers. The platform also gives us strong reporting and insights, so we can spot trends, improve processes, and make better decisions. Overall, it has helped us deliver faster, more organized, and more personalized support.
Resolved Cases Faster Than Ever
What do you like best about the product?
It really helped us resolve cases quicker.
What do you dislike about the product?
It could be less expensive, there are competitors cheaper.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us resolve cases that could have lingered if we used other software.
Effortless Email and Meeting Integration with Salesforce
What do you like best about the product?
I like the ease of linking emails and meetings to salesforce through the cloud.
What do you dislike about the product?
There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force.
What problems is the product solving and how is that benefiting you?
Whenever I encounter issues or challenges, it offers helpful guidance.
Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs
What do you like best about the product?
Fast, efficient system that streamlines processes
What do you dislike about the product?
Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time.
What problems is the product solving and how is that benefiting you?
Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end.
Easy to Implement and Customizable, but Pricey with Unused Features
What do you like best about the product?
It was incredibly easy to implement, and I found the features to be both rich and highly customizable.
What do you dislike about the product?
The cost is a significant consideration for me. Additionally, I find that there are many features included that I do not end up using.
What problems is the product solving and how is that benefiting you?
We rely on it to operate our programs and to maintain a 24/7 call center dedicated to crisis and suicide prevention.
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