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.
Powerful Customer Support with Robust Automation, but Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into one intelligent ecosystem. It allows agents to have a 360° view of each customer — including cases, interactions, and related data — so service becomes faster and more personalized. I also appreciate the automation features like Omni-Channel Routing, Case Assignment Rules, and Flow that reduce manual work and improve response times. Combined with Einstein AI for next-best actions and knowledge recommendations, it really helps teams deliver proactive, efficient service.
What do you dislike about the product?
While Salesforce Service Cloud is extremely powerful, its complexity can be overwhelming at times. There are so many configuration options and dependencies — especially when combining automation (Flows, Omni-Channel, Case Routing, etc.) — that it often requires strong admin or developer oversight to maintain. Also, user adoption can be challenging without proper training because the interface has so many features visible at once.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has streamlined our customer support operations by consolidating all service requests, emails, and case activities into one unified system. It helps our team manage large volumes of inquiries efficiently, track SLAs, and ensure timely follow-ups. Automation through Flows and Omni-Channel routing reduces manual workload and improves response time. As a result, we’ve seen better visibility into case metrics, faster resolution times, and an overall improvement in customer satisfaction.
Effortlessly Manages Cases, Needs Better Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud makes creating and managing cases easy for providing excellent customer support. I find the 'Email to Case' feature particularly useful for efficient case handling. It's nice to manage cases, contacts, and accounts effectively with this tool.
What do you dislike about the product?
I think Salesforce Service Cloud needs better support.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to create and manage cases efficiently, enhancing customer support and maintaining strong contact and account management.
Effective Integration and Promising Potential in Pilot Phase
What do you like best about the product?
The integration with built-in services is effective, and I appreciate the openness to further opportunities for enterprise-wide applications .
What do you dislike about the product?
I am still in the process of figuring things out, as I am currently conducting a pilot experiment.
What problems is the product solving and how is that benefiting you?
The communication and outreach to members is effective and ensures that everyone stays informed and engaged.
Great Integration and Routing, but CTI Setup Can Be Complex
What do you like best about the product?
Ability to integrate with CTI and, omni-channel routing and skills
What do you dislike about the product?
CTI is somewhat complex to set up (or used to be)
What problems is the product solving and how is that benefiting you?
Claims and complaints
Great Integration and Flexibility
What do you like best about the product?
What really stands out is the extensive integration capabilities, along with the adaptability and flexibility to connect with external exchange platforms outside of the app.
What do you dislike about the product?
You have to buy each feature individually.
What problems is the product solving and how is that benefiting you?
It makes the life of our customer support reps easier with the user friendly UX and seem less connection with sales cloud
Service Cloud Streamlines Data but Customization Costs Add Up
What do you like best about the product?
Service Cloud has helped us consolidate our call center and enabled us to have a single source of truth for data.
What do you dislike about the product?
Service Cloud has met our needs for the most part but can get expensive to customize as we grow. Emails coming in to Cases also do not handle images well and so long email changes can become cluttered.
What problems is the product solving and how is that benefiting you?
Service Cloud has made it easier for us to consolidate our Cases and Reporting.
Useful for Customer Support, but Needs More Third-Party Integrations
What do you like best about the product?
It is use full to to best support for customers to resolve their issue
What do you dislike about the product?
I think we need to integrate more third tools because customers easy to raise salesforce case
What problems is the product solving and how is that benefiting you?
Some people getting issue some functionality and acces issue
Eye opening
What do you like best about the product?
The complete offer for multichannel support and AI tools. Also connected to CRM
What do you dislike about the product?
Nothing so far. I think it’s only a matter of time before we jump on board
What problems is the product solving and how is that benefiting you?
Reducing the workload on our call centers
Great Knowledge Object and Case Management, but UI and Claims Need Improvement
What do you like best about the product?
I really like the knowledge object and have used it a lot. Apart from that it obviously is a great case management system.
What do you dislike about the product?
User interface could be better, also claims capabilities could be improved
What problems is the product solving and how is that benefiting you?
Case management, knowledge, incident management and problem
User-Friendly Software, but Pricey for Small Businesses
What do you like best about the product?
This software is straightforward and intuitive, making it accessible even for those without a technical background.
What do you dislike about the product?
The product feels expensive for a small business. I would consider it if there were a more affordable, scaled-down version available.
What problems is the product solving and how is that benefiting you?
This is helpful for business professionals who need to access accurate data.
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