Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Great Out-of-the-Box Features and Easy to Use
What do you like best about the product?
Out of the box features and ease of use.
What do you dislike about the product?
I would like more features available in Omni supervisor.
What problems is the product solving and how is that benefiting you?
It is helping to track our customer issues and help agents efficiently solve the issues.
Great for Insights, but Reporting Needs Improvement
What do you like best about the product?
As a Senior Manager in Operations, Service Cloud allows my team a place to measure, track and gain actionable insights into the types of issues we’re supporting in resolving to better advocate for the efficiency of the business and our own processes.
What do you dislike about the product?
Reporting is not intuitive and requires an intimate knowledge of objects and their relationships. Templating repeat metric use cases would resolve a massive amount of manual lift and dependencies on SMEs.
What problems is the product solving and how is that benefiting you?
Casework is the bread and butter of our business supporting internal users, who are ALSO users of Salesforce so the relatability is shared.
Great Integration, But Limited History Tracking
What do you like best about the product?
The integration from Service to sales to import opportunities data is good
What do you dislike about the product?
History tracking is not available for all objects and is for limited fields
What problems is the product solving and how is that benefiting you?
We are able to manage our customers and use Omni channels to manage call center
Well-Designed Campaigns and Smooth Case Management
What do you like best about the product?
The campaign to Quote is best designed for most industries
What do you dislike about the product?
The case management feature is excellent and functions smoothly for handling and resolving issues.
What problems is the product solving and how is that benefiting you?
It’s helping streamline process and measure and categorize issues
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