Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Case Management and Seamless Integrations Enhance Performance
What do you like best about the product?
Centralized case management, workflow automations and visibility to agent performance and customer satisfaction. The integration with Knowledge, Chat, and Omni-Channel boosts efficiency.
What do you dislike about the product?
Setup takes time. If that is improved, would be great
What problems is the product solving and how is that benefiting you?
Managing customer interactions
Service Cloud: Seamless Integration Across Processes
What do you like best about the product?
Service Cloud connects multiple processes together in a seamless way. It allows for collaboration, automation and scalability.
What do you dislike about the product?
There is not much I dislike about Service Cloud. Perhaps service disruptions that can occur due to internet reliability, though it does not pose a frequent issue.
What problems is the product solving and how is that benefiting you?
Guided flows and automation are a key benefit to using Service Cloud, as it allows for scalability and flexibility with a growing business.
Amazing product
What do you like best about the product?
In today's market, customer service is no longer a department; it's a competitive differentiator. That’s why Salesforce Service Cloud remains the industry benchmark. What Service Cloud primarily offers is a singular, unified platform—the Lightning Service Console—designed to turn your agents into superheroes.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
What do you dislike about the product?
The primary frustration points with Service Cloud revolve around its steep complexity and high total cost of ownership. While the platform's ability to customize is a huge benefit, it necessitates significant investment in specialized administrative talent or consulting partners for proper configuration and maintenance. This cost escalates quickly, as many powerful features essential for scaling—such as advanced analytics, Field Service Lightning, or the full suite of Einstein AI—are locked behind premium editions or require purchasing expensive add-ons, making it a prohibitive financial commitment for small-to-midsize businesses
What problems is the product solving and how is that benefiting you?
Better incident management
Easy to Use and Quick to Update, but Customization Can Be Limited
What do you like best about the product?
Ease of use and quickly spinning up any changes
What do you dislike about the product?
Sometimes certain types of business use cases require bit of customization
What problems is the product solving and how is that benefiting you?
We use it for managing critical incidents happening at our clubs
Easy Workflow Navigation, No Complaints So Far
What do you like best about the product?
easy solution to navigate thru workflows
What do you dislike about the product?
at this point there is nothing negative that I could provide
What problems is the product solving and how is that benefiting you?
We use it to build enterprise reports. Service Cloud is helping us increase the number of reports we generate.
Great for Success, But Interface Needs Improvement for Non-Technical Users
What do you like best about the product?
I really appreciate how it sets users up for success.
What do you dislike about the product?
This software can be confusing for those who aren't technically inclined, and it would benefit from a more user-friendly interface.
What problems is the product solving and how is that benefiting you?
Escalation of cases help us streamline a process
Great for Customer Data, but Configuration Can Be Clunky
What do you like best about the product?
Makes keeping my customer data up front with the rest of my crm
What do you dislike about the product?
Feels a bit clunky to configure, especially when configuring multiple service desks
What problems is the product solving and how is that benefiting you?
It helps us give support access right inside of the experience cloud
No Complaints
What do you like best about the product?
Extremely easy to use and develop. I enjoy it
What do you dislike about the product?
Nothing... I look forward to it getting even better
What problems is the product solving and how is that benefiting you?
Handling internal customers
Very Useful and Easy to Use, but a Bit Pricey
What do you like best about the product?
Very useful to customers and easy to resolve issues.
What do you dislike about the product?
Nothing much except for the cost involved
What problems is the product solving and how is that benefiting you?
End user suppose cases
Great 360° Customer View, but Data Integration Is Challenging
What do you like best about the product?
The ability to centralize customer information and interaction provide the 360 view
What do you dislike about the product?
The data integration work that has taken
What problems is the product solving and how is that benefiting you?
Faster response and resolution of the issue of the customer
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