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.
Effortless Agent Experience and User-Friendly UI
What do you like best about the product?
Makes the agent experience effortless and UI is user friendly
What do you dislike about the product?
There is nothing I dislike about service cloud
What problems is the product solving and how is that benefiting you?
It allows for a configurable UI tailored to your Org
Great Interface and Usability, but Support Access Can Be Challenging
What do you like best about the product?
I find it very easy to use, and I really appreciate the interface.
What do you dislike about the product?
At times, it can be challenging to connect with a representative when we have occasional questions.
What problems is the product solving and how is that benefiting you?
This tool has been very helpful in allowing me to connect with our customers, and it has made a significant difference in supporting customer success.
join dreamforce2025
What do you like best about the product?
What I find most impressive about Salesforce Service Cloud is its ability to provide a true 360-degree view of the customer. It centralizes all interactions and data across every channel, from phone calls to social media. This empowers agents with the complete context they need to deliver personalized and efficient support instantly. Consequently, it not only enhances customer satisfaction by providing seamless experiences but also boosts operational efficiency by streamlining workflows and automating routine tasks with AI.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful platform, its complexity and cost are significant drawbacks for many users. The initial setup and any meaningful customization often require specialized expertise, leading to lengthy and expensive implementation projects. The pricing model, with its per-user fees and numerous add-ons, can become prohibitively expensive, especially for smaller businesses. Furthermore, the sheer number of features, while robust, creates a steep learning curve for new agents, demanding a substantial investment in training to utilize the platform effectively and justify the high cost.
What problems is the product solving and how is that benefiting you?
norhing
Streamlined Multi-Channel Engagement, Easy Setup
What do you like best about the product?
I appreciate the ease of setup of Salesforce Service Cloud, which allowed us to quickly stand up with the help of a partner and then tailor it over time to suit our team’s specific needs. I find the number of channels we can utilize very beneficial, particularly in consolidating our customer contact points. The integration with Sprout Social and other tools like Service Cloud Voice, omnichannel supervisor, email and web to case enhances our operational efficiency, covering all our requirements effectively making the return on investment substantial.
What do you dislike about the product?
I wish more functionality was available to business users, as this would likely enhance the overall experience and usability for those who rely on it for daily operations.
What problems is the product solving and how is that benefiting you?
Service Cloud helps centralize customer contact points, streamlining interactions and integrating multiple channels efficiently, which significantly supports our technical and order management tools.
Easy to Use and Onboard
What do you like best about the product?
The platform stands out for its ease of use and effective onboarding features. It simplifies the process for new employees to get up to speed and start using it quickly. Additionally, it supports smooth integration with our existing products, which has been very helpful.
What do you dislike about the product?
Service cloud can get complicated in use for some users nor familiar with true salesforce host of products.
What problems is the product solving and how is that benefiting you?
Service cloud takes away remedial tasks and helps me focus on tasks that require more resources and research.
Great Contact Center Solution, But Pricey
What do you like best about the product?
Best contact center solution supporting Omni channel
What do you dislike about the product?
Too expensive considering competing solution and missing ccaas solution
What problems is the product solving and how is that benefiting you?
Helping solve customer problem
Effortless Efficiency with Salesforce Service Cloud
What do you like best about the product?
I love how Salesforce Service Cloud because it has significantly enhanced our team's efficiency and accountability, moving us from spreadsheets to a more capable omnichannel system. The ease of setup was impressive, making transition smooth, and the ability to track productivity has been a game changer. Omnichannel is one of my favorite features, automating work allocation and reducing manual efforts, which is invaluable for our management team.
What do you dislike about the product?
I found that integrating Talkdesk with Salesforce Service Cloud did not work out well for us. It didn't meet our expectations for facilitating calls, both incoming and outbound.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud boosts efficiency and transparency, enabling real-time accountability and seamless work assignment, improving productivity significantly.
Great Accessibility Features
What do you like best about the product?
I find it very easy to use. Everything is well thought off
What do you dislike about the product?
Debugging can be a pain. Some tools like SLA can be unintuitive
What problems is the product solving and how is that benefiting you?
Cases
Great Case Management and Support, but Limited Access to Features Despite Nonprofit Pricing
What do you like best about the product?
Case management with Agentforce support and automation
What do you dislike about the product?
Even with nonprofit pricing, unable to fully utilize some features
What problems is the product solving and how is that benefiting you?
Client support cases and reporting
Great Case Automation, but Email Handling Needs Improvement
What do you like best about the product?
Case hierarchy and automation work well for our processes
What do you dislike about the product?
Email to case handling maybe can be perfected
What problems is the product solving and how is that benefiting you?
Order management
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