Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Customizable Yet Complex for Life Sciences
What do you like best about the product?
I really appreciate how interconnected everything is with Salesforce Service Cloud, allowing us to manage most of our end-to-end activities efficiently. I also find the built-in dashboards and reports incredibly useful, as they provide valuable insights to our customers.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud quite challenging due to the necessity for extensive customization. This particularly pertains to our life sciences company where the product needs to cater to made-to-order items. The setup process required us to implement a significant amount of customization to align with our specific product needs.
What problems is the product solving and how is that benefiting you?
I appreciate being able to conduct most of our end-to-end activities seamlessly due to the interconnectedness within Service Cloud, enhancing operational efficiency.
Great Customization and Helpful Flows on Service Clous
What do you like best about the product?
Customization in home pages and helpful flows
What do you dislike about the product?
There isn’t anything I don’t like about service clous
What problems is the product solving and how is that benefiting you?
Solving cases
Comprehensive Customer Support with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into a single, intelligent platform. It allows agents to view a complete 360° view of the customer — from past interactions to current cases — which helps deliver faster and more personalized service.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and flexible platform, one challenge is that its complexity can be overwhelming — especially during initial setup or when customizing processes.
What problems is the product solving and how is that benefiting you?
Disconnected customer data:
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Great for Delivering Customer Value, Wish My Company Used It
What do you like best about the product?
I appreciate that it enables organizations to deliver greater value to their customers.
What do you dislike about the product?
I dislike that my company doesn’t use it.
What problems is the product solving and how is that benefiting you?
There solutions don’t benefit me currently.
Great tool that can benefit from some data insights
What do you like best about the product?
The connectivity from agentforce to service and the automated ticket creation and allocation to a rep.
What do you dislike about the product?
Limited ability to see resolutions and how they are consistent across questions.
What problems is the product solving and how is that benefiting you?
It automates our flow for customer service reps and links up with an agent to deflect cases.
Generally satisfied.
What do you like best about the product?
The appeal lies in the ability to support customers based on customer information utilized in sales. Specifically, because you can grasp the progress of negotiations with customers, you can quickly determine how to support them by reviewing interactions from before the contract.
What do you dislike about the product?
The license fees are somewhat higher compared to Japanese products. Additionally, in the case of small-scale call centers, there may be a feeling that there are too many features to fully utilize, making the cost seem high.
What problems is the product solving and how is that benefiting you?
After the implementation of the B2B system development, we are utilizing it to handle customer inquiries. The fact that the product evolves with the times, such as the transition from Classic to Lightning, is appealing.
Powerful 360° Customer View, but Complex Setup and High Costs
What do you like best about the product?
I like Salesforce Service Cloud for its 360° customer view, strong automation, and seamless integration—helping agents resolve cases faster and deliver smarter, personalized service.
What do you dislike about the product?
Sometimes Service Cloud can feel complex to configure, with many overlapping features. Customization and licensing costs can also be high, especially for smaller teams or advanced integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer support, automates case management, and tracks interactions across channels—helping deliver faster resolutions, better insights, and a more personalized customer experience.
Senior Manager of Product
What do you like best about the product?
Ease of use has been great for deployment
What do you dislike about the product?
I can't think of any off the top of my head
What problems is the product solving and how is that benefiting you?
Internal communication and collaboration
Great for Call Centers,
What do you like best about the product?
It is perfect for call center in Orden to understand all kimd of contacts with customers
What do you dislike about the product?
It is important to have knowledge data normalized to improve answers
What problems is the product solving and how is that benefiting you?
Omnichannel relatiinship
Great SLA Management with Milestones, but Lacks Flexibility
What do you like best about the product?
Service centro managememt. To review all agents
What do you dislike about the product?
Case sla management and approval processes are Hard to configure
What problems is the product solving and how is that benefiting you?
It handles all customer interacciones. We are abre to know our cliemt deepky
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