Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Case Management Features
What do you like best about the product?
Case management features are great. Can create several routing rules
What do you dislike about the product?
Not very customizable; stricter structure
What problems is the product solving and how is that benefiting you?
It helps us route cases to the right teams
Efficient Automation with Room for UI Improvement
What do you like best about the product?
I appreciate Salesforce Service Cloud for the view it provides of all customer interactions, helping me understand customer context and their issues better. The automation and case management features are particularly useful for my work in retail sales. Additionally, setting up the system was quick and straightforward, making the onboarding process easy. These aspects make Salesforce Service Cloud an efficient tool that I am likely to use again.
What do you dislike about the product?
I would like Salesforce Service Cloud to look a little better.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to get a complete view of customer interactions, which helps me understand their context and address issues effectively.
Easy Setup and User-Friendly Reporting with Salesforce
What do you like best about the product?
It's very easy to configure and use. For instance, the head of the department for whom the solution was implemented can easily set up reports and quickly find support from Salesforce.
What do you dislike about the product?
At times, it seems that the processes for the service club do not provide access to certain subjects, and we are required to purchase additional clouds, such as Health Cloud, to gain access to specific features or objects. It would be much better if these features were bundled together, making access more seamless.
What problems is the product solving and how is that benefiting you?
With SC, we can efficiently review IVF applications submitted by patients and make adjudication decisions. The addition of Experience Cloud is a significant advantage.
Great Cloud Connectivity, but Pricey
What do you like best about the product?
I was able to connect to all the clouds on Salesforce, which I found to be excellent.
What do you dislike about the product?
The licence price feels quite high for smaller customers.
What problems is the product solving and how is that benefiting you?
Help manage the customer service and solve issues faster
Simple and User-Friendly, No Complaints
What do you like best about the product?
Easy to use and can get started in few days.
What do you dislike about the product?
Cost and be very expensive and some times require other modules and professional help.
What problems is the product solving and how is that benefiting you?
Case management
Powerful CRM with Excellent Customization, but Steep Learning Curve and High Costs
What do you like best about the product?
360° Customer View: Having all interactions, opportunities, and account details consolidated in one place really streamlines relationship management and makes everything feel more organized. Customization & Automation: With tools such as Flow, Process Builder, and custom objects, you can adapt workflows to your needs and automate routine tasks, which saves time and effort. Reporting & Dashboards: The analytics capabilities are impressive, with real-time dashboards providing clear visibility into your pipeline, performance, and forecasting.
What do you dislike about the product?
The platform offers a lot of power, but it isn't always intuitive. For newcomers, the sheer volume of features, settings, and specialized terms can be overwhelming. While the high degree of customization is a strength, it can also result in cluttered interfaces, inconsistent data, or technical debt that becomes difficult to manage over time. Costs can escalate quickly due to licensing, add-ons, and implementation fees, which may be a particular concern for smaller teams. Additionally, if your organization handles large amounts of data or relies heavily on automation, dashboards and reports may experience slow loading times.
What problems is the product solving and how is that benefiting you?
Customer information is often fragmented, with data scattered across emails, spreadsheets, and various tools. This makes it challenging for service agents to access a complete view of each customer's history. Service Cloud addresses this by bringing together all customer interactions—whether by phone, chat, email, or social media—into a single, unified platform. As a result, agents gain a comprehensive 360° view of the customer, which allows them to deliver faster and more personalized service.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
I am using it in Japan.
What do you like best about the product?
Using Service Cloud, we can centrally manage user information, and it is very easy to use and very good.
What do you dislike about the product?
I basically find it easy to use and very convenient. There aren't many usability issues that concern me.
What problems is the product solving and how is that benefiting you?
Connecting users who have opened accounts with employees.
Great for Team Organization, but Steep Learning Curve for New Users
What do you like best about the product?
It helps keep our team organized and effective
What do you dislike about the product?
new users can have a learning curve but it’s great
What problems is the product solving and how is that benefiting you?
Keeping our team organized and on the same page
Great for Team Organization, but Automation Setup Can Be Tricky
What do you like best about the product?
It helps teams respond faster and stay organized with all customer info in one view
What do you dislike about the product?
Some setups can get complex, especially when configuring automation or routing rules
What problems is the product solving and how is that benefiting you?
It makes it easier to keep track of customer requests and respond quicker everything’s in one place
Product Manager
What do you like best about the product?
Analytics and reporting and streamlined capabilities
What do you dislike about the product?
Complexity and learning curve for new admins
What problems is the product solving and how is that benefiting you?
Customer management effeciency
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