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.
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?
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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
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
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