Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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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
Streamlined Multi-Channel Engagement, Easy Setup
What do you like best about the product?
I appreciate the ease of setup of Salesforce Service Cloud, which allowed us to quickly stand up with the help of a partner and then tailor it over time to suit our team’s specific needs. I find the number of channels we can utilize very beneficial, particularly in consolidating our customer contact points. The integration with Sprout Social and other tools like Service Cloud Voice, omnichannel supervisor, email and web to case enhances our operational efficiency, covering all our requirements effectively making the return on investment substantial.
What do you dislike about the product?
I wish more functionality was available to business users, as this would likely enhance the overall experience and usability for those who rely on it for daily operations.
What problems is the product solving and how is that benefiting you?
Service Cloud helps centralize customer contact points, streamlining interactions and integrating multiple channels efficiently, which significantly supports our technical and order management tools.
Streamlined Customer Connections with Robust Customization
What do you like best about the product?
I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow.
What do you dislike about the product?
I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency.
Easy to Use and Onboard
What do you like best about the product?
The platform stands out for its ease of use and effective onboarding features. It simplifies the process for new employees to get up to speed and start using it quickly. Additionally, it supports smooth integration with our existing products, which has been very helpful.
What do you dislike about the product?
Service cloud can get complicated in use for some users nor familiar with true salesforce host of products.
What problems is the product solving and how is that benefiting you?
Service cloud takes away remedial tasks and helps me focus on tasks that require more resources and research.
Helpful for Managers, but Sharing Info with Customers Is Difficult
What do you like best about the product?
It is helpful for our managers to know the SLA.
What do you dislike about the product?
It’s hard to share information with customers because need to have licenses.
What problems is the product solving and how is that benefiting you?
It helps manage our support queue in the best way possible
Great Customer Data, but Telephony Setup Is Challenging
What do you like best about the product?
Full data on customers to unify with sales / marketing sayab
What do you dislike about the product?
Set up and telephony set up and management is difficult
What problems is the product solving and how is that benefiting you?
Unifying account data with service data. Used to use zendesk but seeing the data in Salesforce was very difficult
Great for Business, but Implementation Needs More Support
What do you like best about the product?
Easy to use. And help a lot with my business
What do you dislike about the product?
Implementation can be hard, I needed more support
What problems is the product solving and how is that benefiting you?
Understand business
Great Contact Center Solution, But Pricey
What do you like best about the product?
Best contact center solution supporting Omni channel
What do you dislike about the product?
Too expensive considering competing solution and missing ccaas solution
What problems is the product solving and how is that benefiting you?
Helping solve customer problem
Great User Experience and Easy Navigation
What do you like best about the product?
User experience. Easy to navigate. Customer satisfaction
What do you dislike about the product?
Our company needs a better way of integrating data
What problems is the product solving and how is that benefiting you?
Customer interaction
Our Team Loves It – Extremely Good Experience
What do you like best about the product?
It’s extreme good. Our team loves it……..
What do you dislike about the product?
We like all the features of service cloud.
What problems is the product solving and how is that benefiting you?
Case management, chat.
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