Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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Robust Case Management and Powerful Integration Features
What do you like best about the product?
Powerful integration. One of its key strengths lies in its robust case management capabilities, allowing teams to track, escalate, and resolve issues effectively through features like SLAs, milestones, and automated case routing via Omni-Channel.
What do you dislike about the product?
The user interface, while powerful, can feel cluttered and overwhelming for new agents, often requiring multiple clicks to complete simple actions unless well-customized. The initial setup and configuration can be complex and time-consuming
What problems is the product solving and how is that benefiting you?
It helps with integrating data at one place
Great for Case Tracking, But Lacks Feedback Mechanism
What do you like best about the product?
Service cloud helps us track the user cases and provide the support we need
What do you dislike about the product?
I like most of the things about service vloud except that it does not provide the feedback mechanism
What problems is the product solving and how is that benefiting you?
Case amnagement
Technology leader in my second Service Cloud implementation
What do you like best about the product?
The best thing about Salesforce Service Cloud is its powerful combination of a unified customer view and intelligent, omnichannel support.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
What do you dislike about the product?
Nothing to point out as disadvantage, but some attention points to the ones in the beginning of this journey… If the implementation is poorly planned or overly customized by a development team focused on leadership's needs over the end-user, the result is an unnecessarily complicated system that agents and service managers will resist using. This leads to low user adoption, poor data quality, and a failure to realize the expected ROI. In essence, the platform's power becomes its biggest organizational hurdle without the right, constant expertise.
What problems is the product solving and how is that benefiting you?
Structuring the backoffice team routine with client information in one click distance and historical data
Unified Customer Service Across Channels with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud has several strong points, but what stands out most — and what many professionals appreciate — is its ability to unify customer service across multiple channels into a single, smart platform.
What do you dislike about the product?
Licensing fees can be expensive, especially for small or mid-sized businesses.
• Add-ons (like Einstein AI, Field Service, or extra API calls) can quickly push costs up
• Add-ons (like Einstein AI, Field Service, or extra API calls) can quickly push costs up
What problems is the product solving and how is that benefiting you?
Multiple problems were addressed in our org.
Efficient, Easy to Use, and Highly Recommended
What do you like best about the product?
I appreciate how easy Salesforce Service Cloud is to configure and use. Its 360-degree customer view and the utility bar with integrated chat and call center features vastly improve customer service. The console app is another great feature, keeping everything accessible on one page. The automation and routing capabilities efficiently address high-priority cases quickly, ensuring customer satisfaction.
What do you dislike about the product?
Not much. It’s been from long time and it’s mature now
What problems is the product solving and how is that benefiting you?
The product simplifies case resolution with easy configuration and automation, offering a 360-degree view for efficiency. It resolves cases quickly, enhancing customer satisfaction.
Service Cloud: Boosted Support Efficiency, But Reporting Needs Improvement
What do you like best about the product?
“Service Cloud transformed our support operations. Our case resolution time dropped by 30%, and customer satisfaction has gone up consistently. Highly flexible, AI-driven, and perfect for multichannel support. A must-have for any growing service team!”
What do you dislike about the product?
• Reporting is Powerful but Not Intuitive — Building custom dashboards often requires admin-level knowledge; business users struggle without assistance.
What problems is the product solving and how is that benefiting you?
• Centralized Case Management
All customer issues from email, chat, phone, web, and social channels come into one unified console — eliminating the need for multiple tools.
• Faster Resolution Through Automation
Features like Assignment Rules, Macros, and Workflow Automation reduce manual effort and ensure cases are routed to the right agent instantly.
• Improved First-Contact Resolution with Knowledge Base
Agents can quickly find approved answers, leading to consistent and accurate
All customer issues from email, chat, phone, web, and social channels come into one unified console — eliminating the need for multiple tools.
• Faster Resolution Through Automation
Features like Assignment Rules, Macros, and Workflow Automation reduce manual effort and ensure cases are routed to the right agent instantly.
• Improved First-Contact Resolution with Knowledge Base
Agents can quickly find approved answers, leading to consistent and accurate
Great Customer Insights, but Challenging User Adoption
What do you like best about the product?
I love the 360 view of the customer. It helps us bring the right service at the right time.
What do you dislike about the product?
We have a hard time with user adoption. The users are stuck in their ways
What problems is the product solving and how is that benefiting you?
Service cloud gives the sales rep full viability into recent service conversations helping the be educated before walking into a meeting
Great for Customer Service, but Integration with Salesforce Needs Improvement
What do you like best about the product?
It provides a robust solution for our customer service agents to actively manage customer service cases proactively
What do you dislike about the product?
It hasn’t been the easiest integration with the rest of our Salesforce instances leading to some friction when trying to leverage the service console then jump back over to our sales cloud setup
What problems is the product solving and how is that benefiting you?
Easy solution for our customer service team to use in order to better serve our end customers when cases are logged
Great Case Management for Customer Service, Needs Better Tab Overview
What do you like best about the product?
Case management is the best to display our business processes related to customer services.
What do you dislike about the product?
Nothing to dislike, maybe only having a smarter overview about open tabs.
What problems is the product solving and how is that benefiting you?
Reflecting our customer services processes via case management.
Great Case Management, But Lacks Rep Interactivity and AI Insights
What do you like best about the product?
Case management, case assignment, case routing
What do you dislike about the product?
Needs to be more rep interactive like AI insights
What problems is the product solving and how is that benefiting you?
AI capabilities
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