Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Comprehensive Customer View, but Overwhelming Configuration in Service Cloud
What do you like best about the product?
Service Cloud stands out by providing a comprehensive 360° view of the customer through Cases, Contacts, and associated records. Having all interactions—such as calls, emails, chats, and notes—consolidated in a single location greatly enhances efficiency for support teams.
What do you dislike about the product?
Because it’s so configurable, it can get overwhelming—especially when layers of automation overlap (Flows, Omni-Channel, Case Assignment Rules, etc.). It requires strong governance and documentation to maintain clarity.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions (calls, chats, emails, web cases) in one place.
Great Customer Insights and Automation, but Complex for Small Businesses
What do you like best about the product?
I love that Salesforce Service Cloud gives a full view of each customer’s history, so we can provide more personalized and consistent support. The case management features and automation make it easy to prioritize and resolve issues quickly.
What do you dislike about the product?
The platform can feel a bit complex for a small business like mine. There are so many features that it sometimes takes extra time to customize it to fit a simpler workflow. A more streamlined setup process for small businesses would be helpful.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me keep all client communication, booking details, and follow-ups organized in one place. Before, it was easy for messages to get lost between emails and social media inquiries. Now I can track every client’s journey — from the first inquiry to final gallery delivery — which saves time, reduces mistakes, and ensures a smoother client experience.
Great Case Management, Disappointing Chat Feature
What do you like best about the product?
Case Management ist easy to set up
omni channel
omni channel
What do you dislike about the product?
Chat functionalities are missing frontend design tools
What problems is the product solving and how is that benefiting you?
Too many cases for only a few service reps
Powerful 360° Customer View and Automation, but Complex Setup in Service Cloud
What do you like best about the product?
I like that Service Cloud gives a 360-degree view of the customer and streamlines support through automation, AI, and seamless integration across channels. It helps deliver faster, smarter, and more personalized service.
What do you dislike about the product?
Service Cloud is powerful but can be complex to configure and maintain. It requires thoughtful setup, user training, and governance — but once optimized, it delivers tremendous value in service efficiency and customer experience.
What problems is the product solving and how is that benefiting you?
Service Cloud solves the problem of disconnected service systems by centralizing all customer interactions and automating key workflows. It helps agents resolve issues faster, increases visibility, and enhances customer satisfaction.
Great Customization and Automation, but Email-to-Case Needs Improvement
What do you like best about the product?
Love the customizability, easy setup, powerful case management and reporting. I specifically love how easy it is to set up complex automation using flows or triggers.
What do you dislike about the product?
Some features are hard to fully rely on, like email to case. This is because missed emails are not tracked or reported on very well.
What problems is the product solving and how is that benefiting you?
Generally, it is excellent for large organizations with multiple support teams because it makes it so easy to route work to different teams.
Great Customization and User-Friendly Experience
What do you like best about the product?
Customization possibilities and user friendliness.
What do you dislike about the product?
I can't remember any downsize at this point. I like it.
What problems is the product solving and how is that benefiting you?
/
Great Case Automation and Comprehensive Customer View
What do you like best about the product?
Love the case automation and 360 degree customer view
What do you dislike about the product?
Complexity in implementation and the price.
What problems is the product solving and how is that benefiting you?
Streamlining case creation and providing one source of truth for my customers journey.
Centralized Customer Support and Powerful Automation, with a Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud:
What I appreciate most about Salesforce Service Cloud is its ability to bring all customer interactions into one centralized platform. It provides a 360-degree view of every customer, which makes it much easier for our team to deliver fast, personalized support. The automation tools—like case routing, macros, and AI-powered recommendations—save us a tremendous amount of time and help us focus on high-value tasks. I also love how customizable the dashboards and reports are; they make it simple to track KPIs and identify areas for improvement.
What I appreciate most about Salesforce Service Cloud is its ability to bring all customer interactions into one centralized platform. It provides a 360-degree view of every customer, which makes it much easier for our team to deliver fast, personalized support. The automation tools—like case routing, macros, and AI-powered recommendations—save us a tremendous amount of time and help us focus on high-value tasks. I also love how customizable the dashboards and reports are; they make it simple to track KPIs and identify areas for improvement.
What do you dislike about the product?
There’s a bit of a learning curve at first, especially for new users who aren’t familiar with the Salesforce ecosystem. Some of the customization options can be complex without admin support, and certain configurations require technical expertise. However, once the system is set up properly, it runs smoothly and the benefits far outweigh the initial setup challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us overcome several key challenges in our customer service operations. Previously, our support team managed inquiries across multiple systems, which made it difficult to track cases and provide consistent follow-up.
Strong Automation Capabilities, Despite Initial Setup Challenges
What do you like best about the product?
I find the automation capabilities of Salesforce Service Cloud incredibly beneficial, making automation more achievable in my workflow. The knowledge management and case creation features stand out as particularly useful tools. The breadth of information available is a compelling reason for me to purchase the service again.
What do you dislike about the product?
I found setting up Salesforce Service Cloud difficult, particularly when configuring the workflows.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to make automation more achievable, benefiting from its knowledge and case creation features for capturing data insights and improving customer interactions.
Great Metrics for Service Teams, but Console Interface Needs Improvement
What do you like best about the product?
Metrics for case, resolution and opportunities to evaluate service team members
What do you dislike about the product?
The console interface is clunky and can be difficult to use in practice
What problems is the product solving and how is that benefiting you?
Providing a thorough understanding of customer problems, and solutions
showing 861 - 870