Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Has helped us streamline support
What do you like best about the product?
We were already using sales cloud for many of our operations but our IT support was isolated in a separate system. We love how it connects with all our data in sales cloud and creates visibility for all teams on both sides. It has also allowed us to improve ticketing for external customers but slows our account management team to manage and see requests.
What do you dislike about the product?
Does take some initial skill to get going we had to work with a partner so does have some upfront start up costs.
What problems is the product solving and how is that benefiting you?
It has allowed us to consolidate our IT help desk into one place for both our internal IT support ticketing as well as support tickets for IT from external customers. We have also been able to leverage it for our a client success teams to track other non IT support needs in one place.
Great Case Tracking and Email Integration, but Customization Can Be Tricky
What do you like best about the product?
Being able to track all cases in a single system, along with the email-to-case functionality, has been very useful.
What do you dislike about the product?
At times, it can be challenging to customize.
What problems is the product solving and how is that benefiting you?
We support 3,000 users, and Service Cloud enables us to monitor the cases our customers create.
Great for Case Management, but Needs Better Duplicate Prevention
What do you like best about the product?
Case management and managing the lifecycle of a case.
What do you dislike about the product?
Duplication of cases before a response has been issued. Would be great if the system could prevent this from happening.
What problems is the product solving and how is that benefiting you?
Consolidating all member communications into one location.
Powerful Customer Support with Great Features, but Complex Setup and High Costs
What do you like best about the product?
I really appreciate how Salesforce Service Cloud brings all customer interactions into one place. The 360° customer view makes it easy to see past conversations, cases, and account details, which helps deliver faster and more personalized support. I also like the omnichannel routing — it automatically sends cases from email, chat, and phone to the right agents, so nothing gets missed. The built-in AI tools (like Einstein) and automation features save a lot of time on repetitive tasks.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it can be complex to set up and customize. Many features require advanced configuration or admin support, which can slow down adoption for new users. The interface can feel overwhelming at first, especially for agents who only need a few core tools. Some processes take multiple clicks to complete, and performance can lag when working with large data sets. Licensing and add-on costs also add up quickly, so it’s not always the most budget-friendly option for smaller teams.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes all our customer interactions across email, chat, and phone into one platform. It’s helped us track cases more efficiently, respond faster, and deliver a consistent experience. Automation and AI features reduce manual tasks, so our agents can focus on higher-value issues. Overall, it’s improved team productivity and customer satisfaction.
Agentforce for Service and Service 360 Impress, but Entitlement and SLA Need Work
What do you like best about the product?
The new Agentforce for Service, along with the impressive Service 360, really stands out. Both offer a great experience.
What do you dislike about the product?
The entitlement and SLA processes definitely require improvement there.
What problems is the product solving and how is that benefiting you?
I appreciate the customer support, and I am interested in implementing this on a larger scale.
Service Cloud: Powerful but Complex
What do you like best about the product?
Service Cloud streamlines customer support by centralizing cases, automating workflows, and giving agents a full view of each customer. It improves response times, consistency, and overall service efficiency.
What do you dislike about the product?
I find the setup process to be overly complex, particularly when it comes to configuring routing rules, omni-channel settings, and permissions. Managing data across cases, contacts, and accounts often feels cumbersome, and generating reports on service metrics usually requires additional customization. Additionally, if the user interface isn't thoughtfully designed, it can become crowded and overwhelming for customer service agents.
What problems is the product solving and how is that benefiting you?
Service Cloud addresses the issue of fragmented customer support by bringing all cases, emails, and chats together in a single platform. It streamlines our workflow by automating case routing, monitoring resolution times, and providing a comprehensive view of each customer's history. This has allowed me to minimize manual oversight, enhance service efficiency, and deliver quicker, more consistent support experiences.
Comprehensive Case View Saves Time, but Configuration Can Be Complex
What do you like best about the product?
Salesforce Service Cloud provides an internal portal that allows for service reps to see a full view of the case along with additional helpful resources all in one screen, saving reps a ton of time.
What do you dislike about the product?
I dislike that it can be very complex to configure and to locate essential settings that are needed to make service reps lives easier.
What problems is the product solving and how is that benefiting you?
It helped to be the internal platform for assisting customer's and end users issues.
Empowers Student Case Management with Ease
What do you like best about the product?
I appreciate the ease of use of Salesforce Service Cloud for students, allowing them to use email to case and check their case status in the experience portal. I find features like email to case, web to case, and case escalation extremely useful.
What do you dislike about the product?
{"The stakeholders often do not know what they want, which leads to a lot of back and forth during the setup and collaboration process.","There seems to be a lack of understanding or visibility of all the features of Service Cloud, as I am still learning and not sure about all its capabilities.","We currently do not have a voice call feature yet, and there's a desire to implement this to allow agents to assist and answer most of the questions."}
What problems is the product solving and how is that benefiting you?
I find the product solves ease of use for students, allowing them to use email to case and check status in the experience portal, enhancing their overall experience.
Comprehensive Customer View, but Steep Learning Curve
What do you like best about the product?
Service Cloud integrates channels such as email, chat, phone, and social media so that agents can see and manage a full 360° view of a customer’s interactions.
What do you dislike about the product?
Because it is so feature-rich, new users often find it overwhelming. The user interface can feel cluttered, and configuring flows or custom logic often requires admin/developer skills.
What problems is the product solving and how is that benefiting you?
Service Cloud eliminates confusion, saves time, and makes customer interactions feel human again.
Efficient Client Service with Salesforce, but Steep Learning Curve
What do you like best about the product?
Salesforce service cloud provide us a great entry portal to help provide better experiences internally while also getting information to our clients faster than ever
What do you dislike about the product?
It can sometimes be a bit clunky when you first start trying to use the system. There is certainly a learning curve when using for the first time
What problems is the product solving and how is that benefiting you?
It provides us an opportunity to collect information from clients
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