Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Powerful Customer Support
What do you like best about the product?
Enables powerful customer support. I really like the unlock that enforce adds
What do you dislike about the product?
Not much! Difficult to convince to onboard many platforms
What problems is the product solving and how is that benefiting you?
Connecting all customer interactions
ServiceCases: Simple management, no problems so far
What do you like best about the product?
Manage ServiceCases easily and clearly
What do you dislike about the product?
We have just started with the product and have not encountered any problems so far that I am aware of.
What problems is the product solving and how is that benefiting you?
Manage customer inquiries and complaints. In the future, possibly internal inquiries from employees within the framework of IT Service Management.
Powerful Unified Support, but Steep Learning Curve for New Users
What do you like best about the product?
I love how Salesforce Service Cloud brings everything together — customer data, cases, and communication — into one unified console. It helps service teams deliver faster, more personalized support across every channel.
What do you dislike about the product?
While Service Cloud is incredibly powerful, it can feel overwhelming for new users. There’s a steep learning curve, especially when setting up customizations or understanding all the automation capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions — email, chat, phone, and social — in one place. It eliminates silos, so every agent has full context to resolve cases faster and deliver more personalized service.
Great for Team Communication, but Storage and Email Management Need Improvement
What do you like best about the product?
The platform makes it possible for Customer Service and Sales staff to stay connected and communicate effectively.
What do you dislike about the product?
We have ongoing difficulties with limited storage space and managing our email history.
What problems is the product solving and how is that benefiting you?
Ensuring that the right staff members stay in communication is important. Having access to account interaction history also helps keep everyone informed and up to date.
Powerful, Unified Customer Service with Salesforce Service Cloud—But at a Cost
What do you like best about the product?
Salesforce Service Cloud excels at centralizing customer service operations in one powerful platform. Its omnichannel support seamlessly manages inquiries across email, phone, chat, and social media, ensuring consistent service quality. The intelligent case routing and automation features dramatically reduce response times while boosting agent productivity.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What do you dislike about the product?
High costs, steep learning curve, complex customization, overwhelming features—Salesforce Service Cloud demands significant training, dedicated IT support, ongoing maintenance.
What problems is the product solving and how is that benefiting you?
Taking in and managing service cases of our farmers.
Easy-to-Use Case Management That Streamlines Our Workflow
What do you like best about the product?
The case management features make it easy for our internal team to use. Overall, the system is straightforward and supports our workflow well.
What do you dislike about the product?
There isn't anything about the service cloud's features that I dislike.
What problems is the product solving and how is that benefiting you?
We now experience fast response times when assisting our customers. Emails are no longer getting lost, which has made communication much smoother. Additionally, managing our case load has become more efficient.
Efficient and Accessible Service with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud provides high quality, fast and easy service that is assessable. We have optimized our workflow with this.
What do you dislike about the product?
I have no dislikes thus far. All is good!
What problems is the product solving and how is that benefiting you?
It’s allowing us to save time and work faster.
Efficient Case Management, but Reporting Needs Improvement
What do you like best about the product?
The platform makes it easy for our contact center operators to handle emails and cases simultaneously. Thanks to milestone notifications, we never miss a deadline.
What do you dislike about the product?
Some improvements are needed in the reporting feature, particularly when trying to generate a report involving more than two objects.
What problems is the product solving and how is that benefiting you?
Improved customer support and greater personalization have led to higher customer satisfaction.
Streamlined and Fast User Experience
What do you like best about the product?
It seems very streamlined and fast for users
What do you dislike about the product?
I do not have anything at the moment I do not like
What problems is the product solving and how is that benefiting you?
No problem but more efficient
Easy to Learn, but Lacks Customization Options
What do you like best about the product?
How it’s easy to learn and use and easy to train others on
What do you dislike about the product?
How it’s not customizable all of the time
What problems is the product solving and how is that benefiting you?
This CRM is used by all of our users and helps us manage different user types and their access levels.
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