Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Great Slack Integration
What do you like best about the product?
The integration with Slack allows you to take action directly in Slack without having to context switch.
What do you dislike about the product?
I’d love to have Service cloud directly inside of Slck (similar to Sales Elevate for Sales Cloud)
What problems is the product solving and how is that benefiting you?
Enabling non service cloud users to see status in Slack
Great Point-and-Click Building Feature
What do you like best about the product?
The point and click ability to build and develop
What do you dislike about the product?
Reporting is a mess, specially with omni-channel
What problems is the product solving and how is that benefiting you?
Multi task through omni channel
Easy to Use with a Great Interface – A Phenomenal Product
What do you like best about the product?
I love it's ease of use and great user interface
What do you dislike about the product?
Honestly I just think it's a phenomenal product
What problems is the product solving and how is that benefiting you?
It's helping keep all my help desk data in one platform and it's great
Salesforce Service Cloud: Powerful, Unified Support with a Learning Curve
What do you like best about the product?
Salesforce Service Cloud makes it incredibly easy to deliver personalized, efficient, and consistent customer support. I love how everything lives in one place, Cases, Knowledge, Omni-Channel routing, automations, and reporting, so agents can focus on solving issues fast. The integration with other Salesforce clouds is seamless, giving a full 360° view of the customer. Real-time dashboards and flows also help reduce manual work and improve response times significantly. Actually, I love service cloud!
What do you dislike about the product?
Honestly, the only tricky part is that it can feel a little overwhelming at the beginning because there are so many features to explore. Setting up advanced automations sometimes needs admin or dev expertise, and licensing can get expensive for big teams. But once everything is set up, the value it brings is totally worth it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the challenge of managing customer support across multiple channels in one place. It brings together cases, chat, email, phone, and self-service, so nothing falls through the cracks. With real-time visibility and automation, it helps resolve issues faster, improve customer satisfaction, and make support teams more productive. For me, it means less manual work, better tracking, and smoother customer experiences overall.
Service Console Is Incredibly Helpful and Insightful
What do you like best about the product?
I love the service console. It is incredibly helpful and very insightful.
What do you dislike about the product?
It would be nice if it was integrated with teams, so that chats could be directly connected to cases
What problems is the product solving and how is that benefiting you?
Case management for regulatory compliance.
Powerful Service Platform That Rewards Good Administration
What do you like best about the product?
As an administrator, I appreciate how Service Cloud empowers our support team to deliver exceptional customer experiences. The case management features are intuitive and flexible, allowing us to automate workflows, route cases efficiently, and maintain consistent service quality. I especially value the integration with Knowledge and Omni-Channel — it enables agents to access the right information and assist customers through any channel seamlessly. The platform’s customization options and reporting tools also make it easy to monitor performance and continuously improve our service operations.
What do you dislike about the product?
While Service Cloud offers powerful capabilities, configuring some advanced features can be complex for new administrators. Setting up Omni-Channel routing or integrating external systems often requires careful planning and testing. Additionally, certain customization options may depend on higher editions or add-ons, which can raise costs. However, once everything is properly configured, the system runs smoothly and delivers excellent value for both agents and customers.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently by consolidating all support channels — email, chat, phone, and web — into one platform. It eliminates data silos and provides a complete 360-degree view of each customer, enabling faster and more personalized responses. With automation tools like case assignment and macros, agents save time on repetitive tasks, while managers can track KPIs and service quality through real-time dashboards. Overall, it greatly improves both team productivity and customer satisfaction.
Streamlined Workflow and Faster Responses, but Email Addresses Cause Confusion
What do you like best about the product?
We are moving our team away from Outlook, which is helping to streamline our workflow. The ability to automate processes has also led to faster response times.
What do you dislike about the product?
I don't have any issues with Service Cloud itself, but the large number of customer email vanity addresses we use creates confusion within our network.
What problems is the product solving and how is that benefiting you?
There was a significant lack of visibility into the various cases or customer requests that were being submitted when everyone was handling service items solely through email.
Great Complement to Sales Cloud
What do you like best about the product?
I love the ability to complement the sales process with good support follow-through. Knowing our customers means knowing not just how much they buy but also what issues they may have with our products.
What do you dislike about the product?
Setup could be a bit more intuitive, if not automated. I believe I saw mention at Dreamforce that AI based provisioning may be in the works.
What problems is the product solving and how is that benefiting you?
It allows us to follow customers beyond purchase and deep into the ownership lifecycle, allowing us to better take care of our customers and ensure future purchases.
Effortless Case Management Boosts Efficiency
What do you like best about the product?
I find Salesforce Service Cloud to be superior in service technology compared to other CRMs. The functionality in case management and customer feedback tracking within the Salesforce ecosystem is excellent. The ease of customization and using existing objects enhances its usability. Case routing directly benefits our company by effectively assigning tasks to the right teams. I appreciate how effortless it is to configure, manage cases, and use case routing rules.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I find the product routes cases directly to the right service team members, improving efficiency with case routing rules and benefiting our company greatly.
Streamlined Case Management with Powerful Analytics
What do you like best about the product?
I appreciate the omnichannel capabilities of Salesforce Service Cloud, which are a great asset to us. It allows for enhanced reporting and analytics, significantly improving our operational performance across multiple business units and divisions. The straightforward initial setup and light customization options have been beneficial. Also, the user-friendly experience makes me consider purchasing it again.
What do you dislike about the product?
I am currently facing a lack of integrations with other software, which I wish to have in place. Having these integrations could enhance the overall functionality and efficiency of our operations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, improving reporting and analytics across various business divisions, enhancing operational performance with omnichannel capabilities.
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