Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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External reviews are not included in the AWS star rating for the product.
Great Service Console and Flows, No Major Dislikes
What do you like best about the product?
Service console and flows. Also einstein features
What do you dislike about the product?
I think nothing. Maybe better functionality about digital channels
What problems is the product solving and how is that benefiting you?
Customer service disorder and customer insatisfaction
Customizable Yet Complex: A Double-Edged Tool for Customer Service
What do you like best about the product?
It makes the art of serving customers into a science
What do you dislike about the product?
The best part of it which is how customizable it is, is also a drawback
What problems is the product solving and how is that benefiting you?
It’s solving our need to have a single view for our agents across channels
Great for Data Centralization and Personalization, but Some Processes Are Challenging
What do you like best about the product?
It helps us centralize our data and better understand our clients, allowing us to create more personalized experiences.
What do you dislike about the product?
Some processes are difficult to implement.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us centralize all customer interactions in one place, giving our teams a 360° view of each case. Before, we had fragmented communication across different channels and tools, which made it difficult to track follow-ups and ensure consistency in service.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Powerful Service Platform with Great Features, but Complex Setup and High Costs
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it empowers service teams to deliver faster, more personalised support. Case management, knowledge articles, and omni-channel routing all work seamlessly together so agents have everything they need in one place. I also like how automation and AI features, like macros and Einstein, reduce manual effort and help agents focus on solving customer problems rather than repetitive tasks. The dashboards and reporting give managers real-time visibility into performance and customer satisfaction, which makes it much easier to continually improve service.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that the level of configuration can sometimes feel overwhelming. While it’s powerful, setting up features like omni-channel, entitlement processes, or knowledge management often requires skilled admins or developers. The licensing costs can also increase quickly if you want to use advanced features like digital engagement or AI add-ons, which may be a hurdle for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the problem of inconsistent and disconnected customer support. Instead of agents working across multiple systems or struggling to find information, all customer interactions, case histories, and knowledge resources are centralised in one platform. This makes it easier to provide fast, personalised service no matter which channel the customer chooses. Automation and AI help prioritise and route cases, reducing response times and improving resolution rates. The benefit is happier customers, more efficient service teams, and better visibility for managers into performance and customer satisfaction trends.
Aligned customer service teams
What do you like best about the product?
Service team is always aligned cross-country and companies and onboarding of new resources is very afficient
What do you dislike about the product?
Nothing. At the moment we are very happy and we are adding even more functionalities going forward
What problems is the product solving and how is that benefiting you?
It is automating a lot of manual activities and creates a single centralized database. Having a unique platform is fundamental for the company
Easy to Use and Truly a Great Product
What do you like best about the product?
Easy to use, friendly , great experience
What do you dislike about the product?
nothing honestly, it is a great product, agents work great
What problems is the product solving and how is that benefiting you?
Our dealers self serve with the functionality of the system
Much Better Than Sparc Ticketing: Quick and Easy to Use
What do you like best about the product?
Quick and easy. Way better than Sparc ticketing
What do you dislike about the product?
I think our IT team set up some of the routing rules wrong
What problems is the product solving and how is that benefiting you?
Ticketing and keeping track of them
Great for Customer Support, Lacking in Marketing Integrations
What do you like best about the product?
Support customer cases and onboarding customer.
What do you dislike about the product?
Integrations with marketing and service contact data
What problems is the product solving and how is that benefiting you?
Obtaining customers to work with
Efficiency in business processes, no negative points so far
What do you like best about the product?
Generate efficiency in commercial processes.
What do you dislike about the product?
At the moment, I have nothing to declare about the product.
What problems is the product solving and how is that benefiting you?
Efecuancja
Great AI Integration for Customer 360, but Pricey
What do you like best about the product?
AI integration from other channels to have a customer 360
What do you dislike about the product?
The cost of the product combined with the other products
What problems is the product solving and how is that benefiting you?
Integrated view of the customer
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