Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Efficient Case Routing, but Record Types Are Confusing
What do you like best about the product?
how easy case routing is, we have a demand intake system that directs cases to the exact owner they need
What do you dislike about the product?
confusing record types, and not being able to tell the different between what is on on vs another easy
What problems is the product solving and how is that benefiting you?
case routing
Comprehensive Contact Center Solution, but Some Features Feel Outdated
What do you like best about the product?
It covers all requirements of a Contact Center native
What do you dislike about the product?
Sometimes the the are outdated features which block project implementation
What problems is the product solving and how is that benefiting you?
Contact center solutions from our customers
Great Management Features and Seamless Integration
What do you like best about the product?
It offers management features and integrates well with both accounts and the website.
What do you dislike about the product?
I don’t have anything I dislike about it
What problems is the product solving and how is that benefiting you?
We are able to create and manage tickets efficiently
An Excellent Service with Metrics and Speed
What do you like best about the product?
I love how Salesforce Service Cloud provides me with incident resolution metrics and speeds up customer service problem-solving. I appreciate the quality of the product and the speed of the service, making it an effective and reliable solution for our platform.
What do you dislike about the product?
Really everything is good
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides me with incident resolution metrics and accelerates the resolution of customer service issues.
Best cloud ever
What do you like best about the product?
It's really fast and I can access it from everywhere
What do you dislike about the product?
I don't this there is something I dont like it's a great product
What problems is the product solving and how is that benefiting you?
Winning some time to be more productive
Great Omnichannel Capabilities
What do you like best about the product?
The omnichannel capabilities for skill based routing
What do you dislike about the product?
Milestones and entitlements are a bit buggy
What problems is the product solving and how is that benefiting you?
Finding the right agents for the cases
Great for Public Service, but Feature Overload Can Be Challenging
What do you like best about the product?
We use it a lot for federal and it's the right tool for all the public service initiatives
What do you dislike about the product?
I feel like it's hard to keep up with all the features
What problems is the product solving and how is that benefiting you?
Self service support
Great All-in-One Communication Hub, but Setup Can Be Time-Consuming
What do you like best about the product?
You can manage chats, emails, calls, social DMs, and even WhatsApp from one place.
What do you dislike about the product?
It’s super customisable, but that also means getting it right takes ages unless you’ve got a certified admin…
What problems is the product solving and how is that benefiting you?
Scattered customer data – Before, customer info was scattered across emails, spreadsheets, and chat tools. Service Cloud pulls it all together so we’ve got a 360° view of every customer interaction in one place.
Great for Customer Service, but Manual Data Entry Can Be Tedious
What do you like best about the product?
The ability to easily service internal and external customers with Cases
What do you dislike about the product?
Sometimes manual data entry can be cumbersome
What problems is the product solving and how is that benefiting you?
Tracking and trending for internal and external customer service requests
Powerful, flexible, and the gold standard for customer service transformation
What do you like best about the product?
As a Salesforce consultant, I’ve implemented Service Cloud for multiple clients across industries — from manufacturing to utilities. The flexibility is outstanding. You can model almost any customer service process, from simple email cases to complex multi-system integrations. Features like Omni-Channel routing, Knowledge, and the Service Console significantly boost agent efficiency. The recent Einstein AI and Agentforce capabilities are true game changers for automation and intelligent case handling.
What do you dislike about the product?
The learning curve can be steep for teams new to Salesforce, especially when configuring automation (Flows, routing, etc.). Licensing and feature packaging can also get complex, so careful planning is key during scoping.
What problems is the product solving and how is that benefiting you?
We use it to centralize customer interactions, automate repetitive case handling, and give agents a 360° view of the customer. Integrations with SAP, telephony, and external knowledge systems have helped clients cut resolution time by 30–50% and improve CSAT significantly.
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