Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
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External reviews are not included in the AWS star rating for the product.
Easy Access, but Sometimes Lacks Intuitiveness
What do you like best about the product?
How easy is to use it and access to it .
What do you dislike about the product?
Sometimes is not really intuitive and take longer
What problems is the product solving and how is that benefiting you?
Easy access to all I need
Intuitive Platform That Simplifies Case Submission
What do you like best about the product?
It’s intuitive and allows our staff to easily submit cases and address core issues
What do you dislike about the product?
There are not many things I don’t like about it
What problems is the product solving and how is that benefiting you?
Case resolution
Great Web-to-Case and Case Routing Features
What do you like best about the product?
I like the web to case functionality and case routing
What do you dislike about the product?
Field service can be challenging and confusing. I need further education on that product
What problems is the product solving and how is that benefiting you?
Routing our cases to the right teams
Great Customization, But Lacking Service Level for New Chat
What do you like best about the product?
It's all in one spot and really customizable
What do you dislike about the product?
No service level for the new chat so that needs to be adddd
What problems is the product solving and how is that benefiting you?
Great for case routing
Easy to Use for Staff, But Reporting Needs Improvement
What do you like best about the product?
Ease of use for our company and it is easy for our counselors
What do you dislike about the product?
Unable to adjust data quickly. Would like better ways of reporting
What problems is the product solving and how is that benefiting you?
Ability to get answers quickly
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.
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