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.
Effortless Usability with Built-In Automation
What do you like best about the product?
I like the prebuilt automation that Salesforce Service Cloud offers, particularly for managing cases. It's great not needing to construct standard objects and fields since they already come with the system. I find it easy to use and flexible, which are key benefits I'd consider if buying again.
What do you dislike about the product?
I feel that the current setup of Agentforce in Salesforce Service Cloud could be improved. It's currently not integrated out-of-the-box, and it requires users to set it up separately, which can be cumbersome. Having this as a built-in feature would streamline the process and improve user experience.
What problems is the product solving and how is that benefiting you?
I find prebuilt automation in Salesforce Service Cloud saves us time by eliminating the need to build standard objects and fields from scratch, streamlining case management.
Great Customer 360 Features, but High Cost and Licensing Issues
What do you like best about the product?
Customer 360 and kb mgmt
Integrations for holistic view
Integrations for holistic view
What do you dislike about the product?
Cost and licensing
Named user instead of community
Named user instead of community
What problems is the product solving and how is that benefiting you?
CSRs and CSMs for our contact center
Great Offline Features and AI, but Can Be Overwhelming at First
What do you like best about the product?
Ease of use. Off line capabilities, AI make lie easier for our clients
What do you dislike about the product?
It can be overwhelming bu gentforcr will make it easier
What problems is the product solving and how is that benefiting you?
Life sciences alignment across patients and HCPs
Great Out-of-the-Box Features, Especially Case Management
What do you like best about the product?
Awesome out of box feature like case management
What do you dislike about the product?
Nothing as such. We love using Salesforce
What problems is the product solving and how is that benefiting you?
Financial services and it’s helping our customers getting fast results
Service Cloud: Versatile and Powerful
What do you like best about the product?
Service Cloud is such an amazing product! I love how no matter the level of maturity of your service operation, Salesforce has you covered.
What do you dislike about the product?
The only nitpick is that some of the advanced features can be a bit hard to configure.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping my clients provide the best service to their customers.
Effortless Agent Experience and User-Friendly UI
What do you like best about the product?
Makes the agent experience effortless and UI is user friendly
What do you dislike about the product?
There is nothing I dislike about service cloud
What problems is the product solving and how is that benefiting you?
It allows for a configurable UI tailored to your Org
Great Cloud Service Tool, Data Usage Can Be High
What do you like best about the product?
The best cloud service tool to help our customers.
What do you dislike about the product?
Large amount of data we use when creating follow up tasks and events from service calls.
What problems is the product solving and how is that benefiting you?
Allowing better service to our participants for keeping Financials accounts in good standing.
Great Case Creation and Slack Integration
What do you like best about the product?
Case creation and comments with slack channels
What do you dislike about the product?
The web to case feature feels somewhat limited.
What problems is the product solving and how is that benefiting you?
Case capturing to create backlog
Great Interface and Usability, but Support Access Can Be Challenging
What do you like best about the product?
I find it very easy to use, and I really appreciate the interface.
What do you dislike about the product?
At times, it can be challenging to connect with a representative when we have occasional questions.
What problems is the product solving and how is that benefiting you?
This tool has been very helpful in allowing me to connect with our customers, and it has made a significant difference in supporting customer success.
join dreamforce2025
What do you like best about the product?
What I find most impressive about Salesforce Service Cloud is its ability to provide a true 360-degree view of the customer. It centralizes all interactions and data across every channel, from phone calls to social media. This empowers agents with the complete context they need to deliver personalized and efficient support instantly. Consequently, it not only enhances customer satisfaction by providing seamless experiences but also boosts operational efficiency by streamlining workflows and automating routine tasks with AI.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful platform, its complexity and cost are significant drawbacks for many users. The initial setup and any meaningful customization often require specialized expertise, leading to lengthy and expensive implementation projects. The pricing model, with its per-user fees and numerous add-ons, can become prohibitively expensive, especially for smaller businesses. Furthermore, the sheer number of features, while robust, creates a steep learning curve for new agents, demanding a substantial investment in training to utilize the platform effectively and justify the high cost.
What problems is the product solving and how is that benefiting you?
norhing
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