Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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Great AI Integration, No Complaints
What do you like best about the product?
AI integration, Einstein analytics and Agentforce
What do you dislike about the product?
Nothing that I dislike as a feature. Early GA
What problems is the product solving and how is that benefiting you?
Full blown features
Great Functionality, No Major Complaints
What do you like best about the product?
Is practical for users and this is good for me
What do you dislike about the product?
I haven't found anything that I dislike so far, maybe in the future, but for now there is nothing that bothers me.
What problems is the product solving and how is that benefiting you?
The response time for clients has been reduced, leading to greater efficiency.
Great for Service Insights, but Migration Can Be Challenging
What do you like best about the product?
The tool helps me in getting the service insights of from my customers
What do you dislike about the product?
Migrating from an existing services platform into salesforce service cloud it’s a little hard
What problems is the product solving and how is that benefiting you?
Sales inside of something that was very hard for me to get it. I’m hoping this this is gonna solve our issues.
Easy Customization Makes Service Cloud a Great Fit
What do you like best about the product?
We can customized the service cloud to meet our use cases. The customization is easy to implement. We can use the agentic capability in the service cloud as well which is super useful to improve our productivity.
What do you dislike about the product?
N/A. We actually like this product a lot.
What problems is the product solving and how is that benefiting you?
We build our customer service platform based on the service cloud. We won’t be able to operate without the service cloud.
Powerful and Flexible Support Tool for Any Team
What do you like best about the product?
Powerful, flexible support tool for any team
What do you dislike about the product?
Complex setup, not a plug in and go and steep learning curve
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlined our student support with unified communication, automation, and a full view of each student. It's improved resolution times and student satisfaction, though initial setup was complex
Efficient Case Management, but Steep Learning Curve with Service Cloud
What do you like best about the product?
What I like most about service cloud is the ability to streamline and centralize case management. Service Cloud provides a single location to manage all customer interactions, cases, and support workflows.
What do you dislike about the product?
The hardest part about Service Cloud is that it involves a steep learning curve. The platform can be overwhelming for new users due to its vast features and complexity, requiring extensive training for staff.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us have a centralized system for customer cases as well as allow us the ability to utilize powerful automations within our org.
Good
What do you like best about the product?
Improving customer satisfaction, automoting task rtc
What do you dislike about the product?
It is very expensive and complex to understand.
What problems is the product solving and how is that benefiting you?
Helped us in customer satisfaction
Great for Client Experience and Automation, but Analytics Needs Improvement
What do you like best about the product?
What I appreciate most is the ability to create excellent experiences for our clients. I also value how we can gather data to identify what aspects of our services are working well and which areas need improvement. Additionally, the option to automate certain support activities is a significant benefit.
What do you dislike about the product?
The built-in analytics feature isn't very impressive.
What problems is the product solving and how is that benefiting you?
This tool assists us in managing client success, as well as handling escalations and feedback more effectively.
Simplicity and Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate the simplicity of setting up Salesforce Service Cloud. Communication between our teams has improved, and the response time to our customers is much faster, which is beneficial for our customer service.
What do you dislike about the product?
The price!
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to improve communication between our teams and speed up our response times to our customers, which is crucial for our customer service.
Comprehensive Customer Support with a Steep Learning Curve in Salesforce Service Cloud
What do you like best about the product?
The best part of Salesforce Service Cloud is its 360° customer view — it centralizes all interactions (cases, chats, calls, emails) in one place, making it easy for agents to deliver fast, personalized support. Features like case automation, knowledge base, and omnichannel routing also boost efficiency and response times.
What do you dislike about the product?
The downside of Salesforce Service Cloud is that it can be complex and expensive to set up and maintain. Customization often requires admin or developer skills, and users can feel overwhelmed by the number of features. It’s powerful — but not always intuitive for new teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like scattered customer data, slow response times, and lack of visibility across support channels. By centralizing everything in one platform, it helps deliver faster, more consistent service, improves team collaboration, and gives managers real-time insights into performance and customer satisfaction.
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