Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
User-Friendly Product with Smooth Setup and Excellent Support
What do you like best about the product?
Great, user friendly, configuration and admin set.up easy to navigate to.
What do you dislike about the product?
Occasionally, we encounter challenges, but thanks to the excellent support, we have no unresolved issues at the moment.
What problems is the product solving and how is that benefiting you?
Assisting us in addressing our inquiries.
Great Collaboration, but a little Overwhelming
What do you like best about the product?
I like that all workers can get involved on one case to collaborate
What do you dislike about the product?
I don't like the long threads sometimes it takes too long to read
What problems is the product solving and how is that benefiting you?
It is allowing us to respond to customer issues quickly
Easy to Use and Configure
What do you like best about the product?
The ease of use and configuration. The interface.
What do you dislike about the product?
Nothing. But if I am picky, some integration with ServiceNow would be beneficial.
What problems is the product solving and how is that benefiting you?
Customer service
Customizable and Flexible UI, but KPIs and Milestones Need Improvement
What do you like best about the product?
That it is completely customizable and flexible. The UI makes it easy for cs
What do you dislike about the product?
KPIs and milestones is not great. This is something we have been waiting for for many years to be improved.
What problems is the product solving and how is that benefiting you?
Better customer experiences and efficient automated processes
Super Versatile and Customizable with Great Organization-Wide Access
What do you like best about the product?
Super versatile, great customization options, access and visibility for entire org
What do you dislike about the product?
Nothing really! Any time we have run into issues, salesforce help has been right on it!
What problems is the product solving and how is that benefiting you?
Gives our customer support team a place to track cases anc allows admin to automate redundant tasks for efficiency
Great Unified Customer View, but Add-On Costs Add Up
What do you like best about the product?
360° Customer View (All Info in One Place)
Service Cloud brings together all customer data — cases, past interactions, orders, and assets — in a single screen.
• Agents instantly see the full history and context.
• You can resolve issues faster without switching between tools.
Service Cloud brings together all customer data — cases, past interactions, orders, and assets — in a single screen.
• Agents instantly see the full history and context.
• You can resolve issues faster without switching between tools.
What do you dislike about the product?
Cost of Add-Ons
While the core platform is strong, many advanced features — like Digital Engagement, Einstein AI, or Field Service — come as separate paid add-ons.
• Increases total cost of ownership.
• Smaller or mid-sized teams may not be able to afford full functionality.
While the core platform is strong, many advanced features — like Digital Engagement, Einstein AI, or Field Service — come as separate paid add-ons.
• Increases total cost of ownership.
• Smaller or mid-sized teams may not be able to afford full functionality.
What problems is the product solving and how is that benefiting you?
Problem: Scattered Customer Information
Before Service Cloud, customer details, cases, and communications often live in multiple tools (email, spreadsheets, chat logs).
That slows down response time and makes it hard to see the full picture.
• Brings all customer data — cases, contact info, product history, and past interactions — into one console
Before Service Cloud, customer details, cases, and communications often live in multiple tools (email, spreadsheets, chat logs).
That slows down response time and makes it hard to see the full picture.
• Brings all customer data — cases, contact info, product history, and past interactions — into one console
Efficient Omnichannel Support with Powerful Tools, but Complex Setup
What do you like best about the product?
Salesforce Service Cloud gives our support teams a unified workspace to manage customer inquiries, automate workflows, and deliver faster resolutions. The omnichannel support—integrating cases from email, chat, and web—saves time and ensures consistent customer experiences. Its reporting and dashboards make tracking SLAs and team productivity effortless.
What do you dislike about the product?
Some advanced configurations and automation rules can get complex without admin expertise. The UI occasionally feels heavy when handling large data volumes, but overall performance is solid once optimized.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to centralize customer communication, reduce manual case handling, and gain better visibility into service metrics. It’s helped us automate case routing and escalations, cutting our response time by nearly 40%. The integration with Salesforce CRM and other business units like AdSales and Circulation allows seamless collaboration between support and operations teams.
Great Service Console, but Setup Takes Too Long
What do you like best about the product?
Service console configuration is all in one place
What do you dislike about the product?
Set up time is too long for the page layout
What problems is the product solving and how is that benefiting you?
Ticketing system to support 100000 cases per year
Super Helpful!
What do you like best about the product?
It's super helpful and user friendly for our organization
What do you dislike about the product?
I like everything about it I have no dislikes
What problems is the product solving and how is that benefiting you?
Help desk and user interface
Great Scalability and Omnichannel, but Add-Ons Required for Full Features
What do you like best about the product?
The scalability and ominichannel interface.
What do you dislike about the product?
The add-ons that are necessary if you want to do more staff and activate omnichannel.
What problems is the product solving and how is that benefiting you?
Case management.
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