Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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Great for Customer Support, but Admin Side Has a Steep Learning Curve
What do you like best about the product?
This tool has been invaluable in helping us support our customers more effectively. It also makes it easier to provide our service representatives with useful knowledge articles.
What do you dislike about the product?
Getting accustomed to the admin side can be challenging, as the learning curve is quite steep.
What problems is the product solving and how is that benefiting you?
It addresses the issue of customer information being scattered across different places. Now, our users are able to view conversations, products owned, and service history all within a single system.
Great for Case Management, but Service Cloud Voice Needs Improvement
What do you like best about the product?
I like the case object the best. We use this for our support team.
What do you dislike about the product?
I am not a fan of Service Cloud voice. It needs to have more parody with other contact center solutions.
What problems is the product solving and how is that benefiting you?
It solves case management for us, we log all of our customers case notes.
Service Cloud: Seamless Integration Across Processes
What do you like best about the product?
Service Cloud connects multiple processes together in a seamless way. It allows for collaboration, automation and scalability.
What do you dislike about the product?
There is not much I dislike about Service Cloud. Perhaps service disruptions that can occur due to internet reliability, though it does not pose a frequent issue.
What problems is the product solving and how is that benefiting you?
Guided flows and automation are a key benefit to using Service Cloud, as it allows for scalability and flexibility with a growing business.
Great User Interface
What do you like best about the product?
The user interface is very slick and friendly
What do you dislike about the product?
At times some of the workflows are hard to to follow
What problems is the product solving and how is that benefiting you?
Providing effective client support daily
Great Central CS Case, but Disappointed by Storage Limits
What do you like best about the product?
Central CS case, so don’t need to find things here and ther
What do you dislike about the product?
There is limit on storage, no limit from zendesk
What problems is the product solving and how is that benefiting you?
Centralize CS
Director
What do you like best about the product?
Case Management is more easier for agents.
What do you dislike about the product?
Licensing is bit expensive when using voice features.
What problems is the product solving and how is that benefiting you?
Helping agents to resolve their customer issues
Great Omnichannel Experience, but Pricey with Add-Ons
What do you like best about the product?
The isnthe posibioity of contact onmicanalmente with ol my clienta with the same experience
What do you dislike about the product?
Maybe the price and his addons, its a little expensive
What problems is the product solving and how is that benefiting you?
Client standarized contactability
Amazing product
What do you like best about the product?
In today's market, customer service is no longer a department; it's a competitive differentiator. That’s why Salesforce Service Cloud remains the industry benchmark. What Service Cloud primarily offers is a singular, unified platform—the Lightning Service Console—designed to turn your agents into superheroes.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
What do you dislike about the product?
The primary frustration points with Service Cloud revolve around its steep complexity and high total cost of ownership. While the platform's ability to customize is a huge benefit, it necessitates significant investment in specialized administrative talent or consulting partners for proper configuration and maintenance. This cost escalates quickly, as many powerful features essential for scaling—such as advanced analytics, Field Service Lightning, or the full suite of Einstein AI—are locked behind premium editions or require purchasing expensive add-ons, making it a prohibitive financial commitment for small-to-midsize businesses
What problems is the product solving and how is that benefiting you?
Better incident management
Great Features and SLA Queue Survey, but Data Automation Needs Simplification
What do you like best about the product?
The complete function with sla queue survey
What do you dislike about the product?
The fact that the data automation is with lot config
What problems is the product solving and how is that benefiting you?
The demand management from the customere
Easy to Use and Quick to Update, but Customization Can Be Limited
What do you like best about the product?
Ease of use and quickly spinning up any changes
What do you dislike about the product?
Sometimes certain types of business use cases require bit of customization
What problems is the product solving and how is that benefiting you?
We use it for managing critical incidents happening at our clubs
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