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.
Automation Powerhouse with Intuitive Ease of Use
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its ease of use, which facilitates the handling of email-to-case functionalities and case resolution seamlessly. I appreciate how it enhances automation processes, provides much-needed visibility, facilitates sharing among teams, improves reporting, and ensures transparency across business units. The case management and knowledge articles features are also notably beneficial. The integration with other software like Genesys further extends its capabilities.
What do you dislike about the product?
Price
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve lack of automation, visibility, reporting, and team sharing. It adds transparency to business units, enhancing our operations.
Great Productivity from AI Tools, but High Cost and Steep Learning Curve
What do you like best about the product?
AI tools increase productivity for our teams
What do you dislike about the product?
High cost with a steep learning curve make entering into service cloud prohibitive
What problems is the product solving and how is that benefiting you?
Centralized customer information
Smooth Setup and Useful Integrations, But Room to Grow
What do you like best about the product?
I appreciate how Salesforce Service Cloud centralizes all the information, making it easy to manage customer data. I find the integrations within the platform beneficial, as they enhance accessibility and functionality. The setup process was smooth, thanks to the support from my colleagues. The Salesforce ecosystem adds substantial value to my work.
What do you dislike about the product?
Nothing at the moment
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud centralizes information, making it easier to manage customers and know where to find data, enhancing team efficiency.
Manager, Digital Customer Engagement Process Owner
What do you like best about the product?
It turns service from reactive to proactive — with automation, AI, and insights that help us get ahead of customer issues.
What do you dislike about the product?
If processes aren’t clearly defined, the system can get cluttered fast — data hygiene is everything.
What problems is the product solving and how is that benefiting you?
It solves the visibility problem.
Before Service Cloud, it was hard to see what was really happening with customers — case volumes, agent workloads, and SLA performance were scattered across systems. Service Cloud centralizes it all so leaders can make data-driven decisions and improve service quality.
Before Service Cloud, it was hard to see what was really happening with customers — case volumes, agent workloads, and SLA performance were scattered across systems. Service Cloud centralizes it all so leaders can make data-driven decisions and improve service quality.
Looks promising, definitely worth checking out
What do you like best about the product?
Salesforce service cloud seems to have all the things we are looking for from a CRM.
What do you dislike about the product?
Nothing yet, maybe the dependency on other Salesforce products to get full potential
What problems is the product solving and how is that benefiting you?
The ease of searching through historical records
Powerful Customization, but Navigation Can Be Confusing
What do you like best about the product?
It handles all of our service needs very effectively with a lot of options that can be specifically tailored to our use cases.
What do you dislike about the product?
Navigating Salesforce can sometimes be confusing because different sections are separated, which makes it harder to find what you need.
What problems is the product solving and how is that benefiting you?
Service cloud is currently managing all of our customer support needs and internal helpdesk.
Easy Setup with Powerful AI, Needs Smoother Implementation
What do you like best about the product?
I value Salesforce Service Cloud for its simplicity in setup and its ability to enable customers to self-serve through Experience Cloud. The ease of building new sites using the available web components is also impressive. Additionally, the AI functionality is a significant factor for me in considering future investments.
What do you dislike about the product?
I find that implementing Salesforce Service Cloud out of the box could be easier. Even though setting it up isn't difficult, enhancing the simplicity of implementation would be beneficial.
What problems is the product solving and how is that benefiting you?
I use the product to enable customer self-service and easily build new sites with Experience Cloud's web components.
Impressive and Comprehensive CRM Platform for Management
What do you like best about the product?
I am impressed with the well built CRM platform that assist with all aspect of management
What do you dislike about the product?
First time learning about the system, so no dislike thus far.
What problems is the product solving and how is that benefiting you?
Help desk- it assist with client and internal questions.
Great Case Management Features
What do you like best about the product?
Case management an d self service portal
What do you dislike about the product?
Knowledge search optimization issues for multiple cases
What problems is the product solving and how is that benefiting you?
Seaech
Great Case Management Features
What do you like best about the product?
Service cloud portal and now agent force agents
What do you dislike about the product?
Omni channel and the complexity to setup case routing
What problems is the product solving and how is that benefiting you?
Ai
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