Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Comprehensive Features That I Love
What do you like best about the product?
Comprehensive and a solution that is scalable for Enterprises
What do you dislike about the product?
Too many functionality. Sometimes he can get too complex for simple use cases.
What problems is the product solving and how is that benefiting you?
Making the customer experience and issue resolution journey, much smooth
Great for Automating Processes, But Needs More Focus at Dreamforce
What do you like best about the product?
It keeps track of all processes that used to be manual
What do you dislike about the product?
Less attention in Dreamforce :( but hopefull to implement some Agentforce
What problems is the product solving and how is that benefiting you?
The manual work that used to be done in excel
Easy to Use and Informative, but Some Features Hard to Access
What do you like best about the product?
I think it’s very easy to utilize and provides a lot of information.
What do you dislike about the product?
Exploring all the available features and determining how to make the most effective use of them has been my focus.
What problems is the product solving and how is that benefiting you?
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Excellent Omnichannel Solution with Great Agent Support
What do you like best about the product?
Everything about it works well for me. I use it to serve our customers through omnichannel voice and messaging. The agent force service is also really useful.
What do you dislike about the product?
We currently have more than 4,000 customers.
What problems is the product solving and how is that benefiting you?
This is a summary transcript.
Comprehensive Platform, but Lacks Built-in AI Features
What do you like best about the product?
The completeness of platform capabilities to allow me to run business somthly.
What do you dislike about the product?
No AI capabilities out of the box we need to get additional licence
What problems is the product solving and how is that benefiting you?
Customer service and some internal ticketing for partner channels
Great Customization, But Lacking Service Level for New Chat
What do you like best about the product?
It's all in one spot and really customizable
What do you dislike about the product?
No service level for the new chat so that needs to be adddd
What problems is the product solving and how is that benefiting you?
Great for case routing
Comprehensive Customer View, but Overwhelming Configuration in Service Cloud
What do you like best about the product?
Service Cloud stands out by providing a comprehensive 360° view of the customer through Cases, Contacts, and associated records. Having all interactions—such as calls, emails, chats, and notes—consolidated in a single location greatly enhances efficiency for support teams.
What do you dislike about the product?
Because it’s so configurable, it can get overwhelming—especially when layers of automation overlap (Flows, Omni-Channel, Case Assignment Rules, etc.). It requires strong governance and documentation to maintain clarity.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions (calls, chats, emails, web cases) in one place.
Great Customer Insights and Automation, but Complex for Small Businesses
What do you like best about the product?
I love that Salesforce Service Cloud gives a full view of each customer’s history, so we can provide more personalized and consistent support. The case management features and automation make it easy to prioritize and resolve issues quickly.
What do you dislike about the product?
The platform can feel a bit complex for a small business like mine. There are so many features that it sometimes takes extra time to customize it to fit a simpler workflow. A more streamlined setup process for small businesses would be helpful.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me keep all client communication, booking details, and follow-ups organized in one place. Before, it was easy for messages to get lost between emails and social media inquiries. Now I can track every client’s journey — from the first inquiry to final gallery delivery — which saves time, reduces mistakes, and ensures a smoother client experience.
Great Case Management, Disappointing Chat Feature
What do you like best about the product?
Case Management ist easy to set up
omni channel
omni channel
What do you dislike about the product?
Chat functionalities are missing frontend design tools
What problems is the product solving and how is that benefiting you?
Too many cases for only a few service reps
Great Customization and Automation, but Email-to-Case Needs Improvement
What do you like best about the product?
Love the customizability, easy setup, powerful case management and reporting. I specifically love how easy it is to set up complex automation using flows or triggers.
What do you dislike about the product?
Some features are hard to fully rely on, like email to case. This is because missed emails are not tracked or reported on very well.
What problems is the product solving and how is that benefiting you?
Generally, it is excellent for large organizations with multiple support teams because it makes it so easy to route work to different teams.
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