Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Generally satisfied.
What do you like best about the product?
The appeal lies in the ability to support customers based on customer information utilized in sales. Specifically, because you can grasp the progress of negotiations with customers, you can quickly determine how to support them by reviewing interactions from before the contract.
What do you dislike about the product?
The license fees are somewhat higher compared to Japanese products. Additionally, in the case of small-scale call centers, there may be a feeling that there are too many features to fully utilize, making the cost seem high.
What problems is the product solving and how is that benefiting you?
After the implementation of the B2B system development, we are utilizing it to handle customer inquiries. The fact that the product evolves with the times, such as the transition from Classic to Lightning, is appealing.
Powerful 360° Customer View, but Complex Setup and High Costs
What do you like best about the product?
I like Salesforce Service Cloud for its 360° customer view, strong automation, and seamless integration—helping agents resolve cases faster and deliver smarter, personalized service.
What do you dislike about the product?
Sometimes Service Cloud can feel complex to configure, with many overlapping features. Customization and licensing costs can also be high, especially for smaller teams or advanced integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer support, automates case management, and tracks interactions across channels—helping deliver faster resolutions, better insights, and a more personalized customer experience.
Senior Manager of Product
What do you like best about the product?
Ease of use has been great for deployment
What do you dislike about the product?
I can't think of any off the top of my head
What problems is the product solving and how is that benefiting you?
Internal communication and collaboration
Great for Call Centers,
What do you like best about the product?
It is perfect for call center in Orden to understand all kimd of contacts with customers
What do you dislike about the product?
It is important to have knowledge data normalized to improve answers
What problems is the product solving and how is that benefiting you?
Omnichannel relatiinship
Efficient Customer Support with Powerful Tools, but Complex Setup in Salesforce Service Cloud
What do you like best about the product?
I like that Salesforce Service Cloud provides a unified platform to manage customer support efficiently, with powerful automation, AI tools, and real-time insights to deliver faster, more personalized service.
What do you dislike about the product?
Sometimes Salesforce Service Cloud can be complex to configure, and customizing workflows or reports may require technical expertise. Occasional performance issues can also slow down large-scale operations
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves issues like slow case handling, disconnected customer data, and limited visibility. It benefits us by streamlining support processes, improving response times, and boosting customer satisfaction.
Easy to Use and Great for Tracking KPIs
What do you like best about the product?
The ease of use and ability to gain insights on our open tickets against KPIs
What do you dislike about the product?
Nothing comes to mind as major. Just aometimes the UI is a little clunky.
What problems is the product solving and how is that benefiting you?
Helping maage tockets and ensure days outsanding is within SLAs
Technology leader in my second Service Cloud implementation
What do you like best about the product?
The best thing about Salesforce Service Cloud is its powerful combination of a unified customer view and intelligent, omnichannel support.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
What do you dislike about the product?
Nothing to point out as disadvantage, but some attention points to the ones in the beginning of this journey… If the implementation is poorly planned or overly customized by a development team focused on leadership's needs over the end-user, the result is an unnecessarily complicated system that agents and service managers will resist using. This leads to low user adoption, poor data quality, and a failure to realize the expected ROI. In essence, the platform's power becomes its biggest organizational hurdle without the right, constant expertise.
What problems is the product solving and how is that benefiting you?
Structuring the backoffice team routine with client information in one click distance and historical data
Efficient, Easy to Use, and Highly Recommended
What do you like best about the product?
I appreciate how easy Salesforce Service Cloud is to configure and use. Its 360-degree customer view and the utility bar with integrated chat and call center features vastly improve customer service. The console app is another great feature, keeping everything accessible on one page. The automation and routing capabilities efficiently address high-priority cases quickly, ensuring customer satisfaction.
What do you dislike about the product?
Not much. It’s been from long time and it’s mature now
What problems is the product solving and how is that benefiting you?
The product simplifies case resolution with easy configuration and automation, offering a 360-degree view for efficiency. It resolves cases quickly, enhancing customer satisfaction.
Great Customer Insights, but Challenging User Adoption
What do you like best about the product?
I love the 360 view of the customer. It helps us bring the right service at the right time.
What do you dislike about the product?
We have a hard time with user adoption. The users are stuck in their ways
What problems is the product solving and how is that benefiting you?
Service cloud gives the sales rep full viability into recent service conversations helping the be educated before walking into a meeting
Great Case Management for Customer Service, Needs Better Tab Overview
What do you like best about the product?
Case management is the best to display our business processes related to customer services.
What do you dislike about the product?
Nothing to dislike, maybe only having a smarter overview about open tabs.
What problems is the product solving and how is that benefiting you?
Reflecting our customer services processes via case management.
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