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 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.
Innovative and Feature-Rich, but Some Features Are Pricey
What do you like best about the product?
The product stands out for its ongoing innovation, regular improvements, and impressive out-of-the-box features.
What do you dislike about the product?
Some of the cool features are quite expensive, but overall, it remains a great tool.
What problems is the product solving and how is that benefiting you?
Customer support and customer 360 for all customer around the glove
Flexible and Adaptable, but Room for Improvement
What do you like best about the product?
Flexible in that many different tools can be combined
What do you dislike about the product?
It can be somewhat clunky and feel disconnected
What problems is the product solving and how is that benefiting you?
Giving a chat function where I can route to support
Impressive Ease of Use, but Pricing Model Could Improv Nojus
What do you like best about the product?
Its ease of use is impressive, making it very convenient to handle a lot of tasks.
What do you dislike about the product?
Nothing in it works amazingly, but the pricing models could be improved.
What problems is the product solving and how is that benefiting you?
Cases
Great Unified Platform for Customer Management, but Pricey
What do you like best about the product?
It provide a unified platform to manage customer interactions across all channels, which helps automate repetitive tasks, improve agent productivity, and personalize customer experiences.
What do you dislike about the product?
Price could be on the high side unless you could justify price
What problems is the product solving and how is that benefiting you?
Customer support has become more automated.
Streamlines Service with AI, Needs Improved Case Management
What do you like best about the product?
I love how Salesforce Service Cloud allows us to unify our customer relations and finance teams into a single case resolution solution, which cuts down on costly communication time across departments. The upcoming implementation of omnichannel automated case routing with Five9 telephony integration excites me, as it promises enhanced efficiency. I am also impressed by the streamlined service resolutions and the new artificial intelligence capabilities, which inspire me to not only continue using the platform but also consider reconfiguring it for even better performance.
What do you dislike about the product?
I find the initial setup challenging due to the complexity of our implementation, which involves multiple case types, approvals, and assignment rules. Additionally, managing case assignments and approvals is somewhat cumbersome and difficult. I would appreciate a more streamlined, AI-enabled process for setting these up.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to unify customer relations and finance teams, reducing communication time and improving efficiency.
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