Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
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External reviews are not included in the AWS star rating for the product.
Highly Advanced and Configurable with Outstanding Omni Routing
What do you like best about the product?
It's incredibly advanced and highly configurable, which I really appreciate. The omni routing feature stands out in particular, and with the addition of agentforce, I would highly recommend it.
What do you dislike about the product?
Someof the things a re hard to debug . Agentforce for voice is a missing piece
What problems is the product solving and how is that benefiting you?
Customer issues and faq, self service ans agentic support
Helpful for Vendor Access, But Setup and Pricing Are Challenging
What do you like best about the product?
I appreciate how Salesforce Service Cloud enables our vendors to directly access what they need, which reduces the interruptions in our communication, such as phone calls and emails. The ability for vendors to log in, access invoices, and submit payments online without waiting for mail is particularly beneficial.
What do you dislike about the product?
{"I found setting up Salesforce Service Cloud quite challenging. It required having a certified admin, which we did not have, and demanded bandwidth that we lacked.","I dislike the pricing of Salesforce Service Cloud, as it is very expensive. It feels like they assume everyone has a large budget similar to Mark Benioff's.","At this point, Salesforce Service Cloud is more of a 'nice to have' rather than a 'need to have,' as the vendors need to utilize it more to justify its necessity."}
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enable vendor self-service, reducing calls and emails, and allowing them to access invoices and make payments online efficiently.
Efficient Information Sharing with Knowledge Articles
What do you like best about the product?
Knowledge articles offer a great way to share information efficiently and conveniently with both internal and external users.
What do you dislike about the product?
Some of the auto response features can be difficult for end users.
What problems is the product solving and how is that benefiting you?
Helps me to track customer requests (bugs/enhancements).
Efficient Client Management, but Initial Setup Is Tricky
What do you like best about the product?
It's truly impressive how easy it is to get a comprehensive view of our clients while working on cases. This feature makes the whole process much more efficient and enjoyable.
What do you dislike about the product?
Implementing it for the first time can be somewhat complicated.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides us with a comprehensive view of each client's history, ensuring that we are always prepared to respond whenever necessary.
Great Omnichannel Features
What do you like best about the product?
Omni channel options, UX/Ui, WhatsApp integration
What do you dislike about the product?
difficult to implement, a lot of small configurations
What problems is the product solving and how is that benefiting you?
Tickets controls, Omni channel to customer contact us
Great Multi-Channel Request Handling with No Downsides
What do you like best about the product?
Possibility to receive requests from various channels
What do you dislike about the product?
There is nothing I dislike about Service Cloud
What problems is the product solving and how is that benefiting you?
It helps us to get all the cases and communication with our customer to solve their issue
Great Customization and User-Friendly for Service Reps
What do you like best about the product?
The level of customisations it allows and ease out work of service reps
What do you dislike about the product?
Nothing so far.Everything is makingit easy to use
What problems is the product solving and how is that benefiting you?
Case routing via omni channel is making easier to distirbute cases
Streamlined Customer Support, Needs Flexible Pricing
What do you like best about the product?
I find Salesforce Service Cloud's components very efficient for providing supervisors with a quick real-time summary of operations, which helps in overseeing customer support more effectively. The recent new features seem promising for streamlining resolution rates and enhancing the success rate for inquiries. I also find the ability to integrate with other channels like WhatsApp and social media valuable for expanding our capabilities.
What do you dislike about the product?
I find the pricing models for Salesforce Service Cloud to be complicated, especially when it comes to adding more users who require access for executing certain tasks. The pricing structure seems inflexible, making it challenging to provide appropriate access and filters to users who need them without exceeding budget constraints. This complexity can limit our ability to perform specific escalations and required steps efficiently.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines handling customer inquiries, especially reservations and machine changes, while real-time summaries improve management oversight.
Great Experience for All, but Rebranding Is Confusing
What do you like best about the product?
Customer, partner and employee experience
What do you dislike about the product?
Rebranding of various service features from time to time.
What problems is the product solving and how is that benefiting you?
Customer is experience, brand value
Comprehensive Customer Support: The Pros and Cons of Salesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to unify all customer service interactions, cases, and communications into a single, easy-to-navigate platform. The omnichannel support feature allows me to manage phone calls, emails, chat, and social media inquiries seamlessly within one dashboard, ensuring no customer issue is overlooked. The automation tools—like case assignment, knowledge base integration, and workflow rules—help streamline responses and boost efficiency. Real-time reporting and customizable dashboards give clear visibility into case resolution times and overall team performance, making it easy to identify areas for improvement. Overall, Service Cloud empowers me to deliver faster, more consistent, and personalized customer support, which enhances satisfaction and drives loyalty.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful solution, there are a few drawbacks. The wide range of features and customization options can be overwhelming for new users, resulting in longer onboarding and adjustment periods. Sometimes the platform’s interface feels cluttered, especially when managing multiple channels and large case volumes. Advanced configurations and integrations often require additional technical expertise or support, which can lead to extra costs. Lastly, occasional performance slowdowns or bugs—especially right after major updates—can temporarily disrupt workflows. Despite these issues, the strengths of Service Cloud largely outweigh its challenges for teams focused on improving customer support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key challenges in customer service by consolidating all support interactions, cases, and communication channels into a single platform. This centralized approach eliminates the need to switch between different systems, allowing me to respond to customer inquiries more quickly and efficiently. The platform’s automation features—such as case routing, knowledge articles, and task reminders—not only streamline issue resolution but also free up time to handle more complex cases. With Service Cloud’s real-time dashboards and reporting tools, I gain clear visibility into case progress, team workload, and resolution times, which helps prioritize urgent issues and maintain high service standards. The ability to integrate with chat, email, phone, and social media means no customer request is missed, increasing overall satisfaction. Ultimately, Service Cloud simplifies my workflow, boosts productivity, and enables me to deliver more responsive, personalized customer support.
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