Agentforce Service
Salesforce, Inc.External reviews
7,084 reviews
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External reviews are not included in the AWS star rating for the product.
Great Customer Insights and Automation, but Complex for Small Businesses
What do you like best about the product?
I love that Salesforce Service Cloud gives a full view of each customer’s history, so we can provide more personalized and consistent support. The case management features and automation make it easy to prioritize and resolve issues quickly.
What do you dislike about the product?
The platform can feel a bit complex for a small business like mine. There are so many features that it sometimes takes extra time to customize it to fit a simpler workflow. A more streamlined setup process for small businesses would be helpful.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me keep all client communication, booking details, and follow-ups organized in one place. Before, it was easy for messages to get lost between emails and social media inquiries. Now I can track every client’s journey — from the first inquiry to final gallery delivery — which saves time, reduces mistakes, and ensures a smoother client experience.
Great Case Management, Disappointing Chat Feature
What do you like best about the product?
Case Management ist easy to set up
omni channel
omni channel
What do you dislike about the product?
Chat functionalities are missing frontend design tools
What problems is the product solving and how is that benefiting you?
Too many cases for only a few service reps
Great Customization and Automation, but Email-to-Case Needs Improvement
What do you like best about the product?
Love the customizability, easy setup, powerful case management and reporting. I specifically love how easy it is to set up complex automation using flows or triggers.
What do you dislike about the product?
Some features are hard to fully rely on, like email to case. This is because missed emails are not tracked or reported on very well.
What problems is the product solving and how is that benefiting you?
Generally, it is excellent for large organizations with multiple support teams because it makes it so easy to route work to different teams.
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.
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.
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
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
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