Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
Powerful Automation, Complex Setup
What do you like best about the product?
I like the built-in automation of Agentforce Service (formerly Salesforce Service Cloud). It really helps with the approval process and decision making. I also appreciated that the initial setup was quite easy.
What do you dislike about the product?
It's complex to configure and takes time to work. I wish there were fewer configurational steps to make it easier and quicker to set up.
What problems is the product solving and how is that benefiting you?
Agentforce Service manages intake requests, integrates with ticketing systems, and automates approval and decision-making processes.
Strong No Code Setup for rapid development
What do you like best about the product?
Agentforce Service gives user simple secure integration and a no code setup for rapid deployemnt
What do you dislike about the product?
If feels complex and sometime hard to debug. Also the UI has little inconsistencies
What problems is the product solving and how is that benefiting you?
It gets the cases, interactions and knowledge all at one place. This helps me in building smarter automations, workflows and integrations effieciently and quickly.
Flexible, Scalable, but Needs Better Testing
What do you like best about the product?
I really like that Agentforce Service is a great platform and it opens up many possibilities. There are a lot of out-of-box features that we can tap into without needing additional investments in different tools. It's a very powerful platform if used correctly and it's really scalable. Within our organization, it's not just our team, but many others rely on it for case management and work management, as it fits everybody's needs. The flexibility and customization capabilities, along with its scalability, are unique aspects that make it stand out.
What do you dislike about the product?
I think the challenge is coming in terms of rapid change. And sometimes features feel half-baked, like they are pushed to production half tested, or not fully tested. It impacts some of our enterprise-level service spend, and the clients' reputation is at risk when these features are not tested fully. Being first to go to market cannot happen at the cost of customer experience.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to bridge gaps in our support, handle high volume inquiry deflection, and route complex cases to the right experts. It boosts productivity by generating case summaries and simplifies new hire ramp-up by augmenting documentation with AI.
Transforming Service Data into Real-Time Strategic Insights
What do you like best about the product?
As an analytics consultant, the biggest win with Agentforce Service is finally having a unified data stream that doesn't require a "data-cleaning miracle" to be useful. The way it pulls together disparate signals through Data Cloud integration has been a total game-changer, I’ve stopped chasing solid spreadsheets and started spending that time on actual strategy.
What really stands out to me is that how the autonomous AI agents generate high-fidelity, structured data from every interaction the automated case summarization alone saves me about five hours a week in manual categorization. Even with high data volumes, the performance is rock-solid with zero lag, and the onboarding was surprisingly fast thanks to pre-built templates that cut our setup time in half. The UI/UX makes it easy to visualize these insights in real-time, letting me prove the direct ROI on customer retention and show exactly how our intelligence layers are paying off.
What really stands out to me is that how the autonomous AI agents generate high-fidelity, structured data from every interaction the automated case summarization alone saves me about five hours a week in manual categorization. Even with high data volumes, the performance is rock-solid with zero lag, and the onboarding was surprisingly fast thanks to pre-built templates that cut our setup time in half. The UI/UX makes it easy to visualize these insights in real-time, letting me prove the direct ROI on customer retention and show exactly how our intelligence layers are paying off.
What do you dislike about the product?
From what I have experienced, the biggest headache is the unpredictable "Flex Credit" pricing, which makes it a real challenge to forecast monthly budgets when interaction volumes spike unexpectedly. Also, the AI is only as good as the data you give it, if your underlying CRM records aren't perfectly clean, you'll find yourself spending more time troubleshooting data quality issues than actually acting on the insights so that can be a thing to work on.
What problems is the product solving and how is that benefiting you?
The biggest problem Agentforce Service solves for me is the "messy data" headache. Before, customer interactions were scattered across different channels, and trying to get a clean, unified view for reporting was a manual nightmare. Now, since the AI agents handle the bulk of Tier-1 interactions autonomously, they generate highly structured, consistent data right out of the gate.
This benefits me because I no longer have to spend my week cleaning up inconsistent case notes or manual categorizations. Instead, I’m getting high-fidelity insights in real-time through the Data Cloud integration. It’s essentially turned our service department from a data "black box" into a transparent environment where I can actually track the direct impact of AI on customer retention and ROI without the usual data-prep lag.
This benefits me because I no longer have to spend my week cleaning up inconsistent case notes or manual categorizations. Instead, I’m getting high-fidelity insights in real-time through the Data Cloud integration. It’s essentially turned our service department from a data "black box" into a transparent environment where I can actually track the direct impact of AI on customer retention and ROI without the usual data-prep lag.
Service Cloud Streamlines Support with Automation and Everything in One Place
What do you like best about the product?
What I like most about Service Cloud is how it brings everything into one place, so it’s way easier to keep track of customer issues. It also saves a lot of time by automating repetitive tasks and giving helpful suggestions, so we can focus more on actually helping people.
What do you dislike about the product?
It can feel pretty complex at first, especially for someone new to it, there’s a bit of a learning curve. It can also get expensive depending on the features used.
What problems is the product solving and how is that benefiting you?
It mainly solves the problem of having customer information and support tickets scattered across different tools - by bringing everything into one place. It also helps cut down on repetitive work and slow response times by automating tasks.
Powerful Assignments, Routing, and Automations
What do you like best about the product?
Opportunities for assignments, routing, and automations.
What do you dislike about the product?
Some of the setup isn’t optimal because of the UI options. For Users and Profiles, there are sometimes different UI settings/views, which can be confusing. I’d like to have more control over which one to use, or even be able to adjust it myself.
What problems is the product solving and how is that benefiting you?
Faster assignment of the right topic to the right person, whether handled by someone directly or through automation.
Powerful Automation and AI Insights for Faster, Smarter Support
What do you like best about the product?
Its a powerful automation, AI driven insights and seamless case management makes customer support faster, smarter and more efficient.
What do you dislike about the product?
Complex setup and a steep learning curve for new users
What problems is the product solving and how is that benefiting you?
It solves fragmented customer support and manual workloads by centralizing all interactions, automating routine queries.
Human-Like 24/7 Responses in a User-Friendly Ecosystem
What do you like best about the product?
Human-like responses 24/7. It’s user-friendly, doesn’t require deep coding, and offers a complete ecosystem.
What do you dislike about the product?
The initial setup has a high technical barrier, and it feels a bit costly per conversation. For long-term customization, it also seems to require an expert.
What problems is the product solving and how is that benefiting you?
It helps in complete human like conversation, like email chat , social very beneficial for customer care industry in any domain like mine is real estate
Powerful AI With Real-Time Context That Speeds Up Customer Service
What do you like best about the product?
I appreciate how Agentforce Service combines powerful AI with real‑time context, allowing agents to resolve issues faster and with greater accuracy. Its ability to automate routine tasks, integrate seamlessly with Salesforce data, and provide intelligent, human‑like responses makes customer service smoother and more efficient. I also value its 24/7 availability, scalability, and the way it helps teams focus on more complex, high‑value work.
What do you dislike about the product?
While the platform is powerful, it can sometimes feel complex and overwhelming, especially for new users. Certain configurations require multiple steps or deep technical knowledge, which can slow down adoption. Additionally, the interface can feel crowded, and performance may lag when handling large volumes of data or custom workflows. I also find that some AI features require additional setup or licensing, which can make the overall experience less straightforward.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps streamline and centralize customer support by bringing all cases, interactions, and customer data into one place. It reduces manual work through automation and AI‑driven suggestions, which speeds up case resolution and improves accuracy. The platform also helps ensure consistency across teams by standardizing workflows and providing real‑time insights. As a result, it becomes easier to deliver faster, more personalized support, improve agent productivity, and maintain a better overall customer experience
Effortless to Use, Highly Configurable
What do you like best about the product?
I like using Agentforce Service because it's easy to use and very configurable. It helps make our services and implementations easier for us and our clients. Additionally, the initial setup was very easy and seamless.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to manage user workflows and customer experience, making services easier for us and our clients.
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