Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Comprehensive Customer View and Efficiency, but Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it gives agents a complete view of the customer while automating routine tasks. This combination of a 360° customer perspective and AI-driven efficiency enables faster resolutions and a better overall customer experience
What do you dislike about the product?
While I really appreciate the power and flexibility of Service Cloud, one challenge is that it can be complex for new users, and building custom workflows or integrations sometimes requires significant time and planning. That said, the benefits usually outweigh these hurdles.
What problems is the product solving and how is that benefiting you?
Service Cloud helps solve the problem of fragmented customer data and slow case resolution by centralizing information and automating workflows. This benefits me by enabling faster, more consistent responses, reducing repetitive work, and allowing me to focus on delivering a better overall customer experience
Easy Setup and Efficient Customer Support, but Escalation Rules Can Be Tricky
What do you like best about the product?
I really like the ease of setting up service Cloud. I enjoy that I can have my customers come through and see service Cloud, and I like that my service team can act upon it. It can escalate to who it needs to escalate to and that we can solve customers problems a lot quicker.
What do you dislike about the product?
I find the escalation rules can be overly complicated at times. When someone leaves or steps out, it can become difficult to direct the next person in line to where they need to be.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping address the issue of delayed responses from my customers whenever they encounter problems.
Convenient and Productive Customer Connections
What do you like best about the product?
The convenience of connecting customers and more productive.
What do you dislike about the product?
Nothing as such currently - I’d love to learn more.
What problems is the product solving and how is that benefiting you?
Addressing user questions
Easy Case Management, but Could Be Faster
What do you like best about the product?
Case management is easy to do so love it
What do you dislike about the product?
May be it could be a little more faster to load
What problems is the product solving and how is that benefiting you?
Case management for the client
Great Unified Client View, but WhatsApp Integration Needs Improvement for South America
What do you like best about the product?
Unified vision of the client. Call center can perform in one tool
What do you dislike about the product?
WhatsApp integration not that clear for markets like South America
What problems is the product solving and how is that benefiting you?
24/7 attention.
Comprehensive Customer Insights with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer. It centralizes all interactions, cases, and communication history in one place, which helps service teams respond faster and offer more personalized support
What do you dislike about the product?
One thing I dislike about Salesforce Service Cloud is that it can be quite complex to set up and customize. It offers so many features that new users can feel overwhelmed at first. However, once you get used to it, the flexibility becomes one of its biggest strength
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenge of managing customer interactions across multiple channels. By bringing email, chat, phone, and social cases together in one place, it ensures a seamless customer experience. For us, it has significantly improved efficiency, response speed, and customer satisfaction rates.
Powerful Customer Support Platform, but Complex Setup for Small Teams
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes all customer interactions, giving agents a full view of each case. It’s powerful, flexible, and helps deliver faster, more personalized support through automation and easy integration with other systems.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that it can be complex to configure and maintain, especially for smaller teams without admin support. Some setup areas require many steps, and the user interface can feel a bit heavy when managing large case volumes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline case management and centralize customer data, making it easier to resolve issues faster and deliver more consistent, high-quality support
Automated Customer Service Greatly Improved
What do you like best about the product?
Enhanced customer service through automation
What do you dislike about the product?
Cost and complex customisation which require steep learning by team deploying
What problems is the product solving and how is that benefiting you?
Automating services
Great for Collaboration!
What do you like best about the product?
Collaboration- working together on cases
What do you dislike about the product?
Outdated automation Features in setup-Updates needed
What problems is the product solving and how is that benefiting you?
Cases Management with Customer
Agentforce Enhances Support for Field Reps—No Complaints So Far
What do you like best about the product?
That it's now able to use agentforce to help field reps when dealing with customers
What do you dislike about the product?
Nothing at the moment. Fairly new to the service cloud haven't broken anything yet thankfully.
What problems is the product solving and how is that benefiting you?
Clean data from our reps and easier to navigation while our in the field.
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