Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Incident Management, but UI Could Be More User-Friendly
What do you like best about the product?
Service cloud is helping managing incident management, very much customizable
What do you dislike about the product?
Nothing as of now. But the UI can better and can me made more user friendly
What problems is the product solving and how is that benefiting you?
Incident management
Great Case Management, but Setup Takes Time
What do you like best about the product?
Manage customer issues from start to finish using cases that can be automatically routed to the right agent or team.
What do you dislike about the product?
Powerful and flexible, but setup takes time. Worth it once customized for your team’s needs.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place. Before, support requests were scattered across emails, calls, and messages, which made tracking and follow-ups difficult. Now, everything flows through one system — making it easier to respond quickly and keep things organized.
Integration Is Much Easier Within the Ecosystem
What do you like best about the product?
Integration is much easier on the ecosystem.
What do you dislike about the product?
I don't dislike it, but I wish there were more dynamic tips/toolkits/tutorials
What problems is the product solving and how is that benefiting you?
Getting to customers much more quickly and summarizing key issues
All-in-One Convenience, but More Pricing Options Needed
What do you like best about the product?
It has all you need in one place, a one atop shop
What do you dislike about the product?
Nothing really - just would be nice to have more pricing levels
What problems is the product solving and how is that benefiting you?
Customer service and engagements
Great Email-to-Case Feature, but Knowledge UI Needs Improvement
What do you like best about the product?
The email to case funcrionality heles speed up customer support tickets
What do you dislike about the product?
the ui for knowledge could be updated as it would be betyer
What problems is the product solving and how is that benefiting you?
Hjelp deliver Value to customers
Good control of cases and alerts, but requires add-ons for extra functions.
What do you like best about the product?
The ability to have control over cases and alerts to meet the established SLAs
What do you dislike about the product?
Having to hire add-ons for some solutions
What problems is the product solving and how is that benefiting you?
The control of the tickets we raise to provide support service is essential to maintain proper tracking of requests and ensure efficient attention.
Efficient Customer Management, but Needs Better Organization
What do you like best about the product?
I appreciate being able to view all information in one place and respond to customers efficiently.
What do you dislike about the product?
Things can become disorganized quite fast if you don't have the right strategy in place.
What problems is the product solving and how is that benefiting you?
Connecting multiple depts to assist in resolving a customers problem
Powerful but Complex to Manage
What do you like best about the product?
Service Cloud makes it easy to centralize customer interactions and streamline case management. The automation and workflows reduce manual effort, and the 360-degree customer view enables faster, more personalized service. It integrates seamlessly with other Salesforce products, which makes scaling and reporting incredibly efficient.
What do you dislike about the product?
While powerful, Service Cloud can be complex to configure and maintain without experienced admins or developers. The licensing and add-on costs can also add up quickly, which can be challenging for smaller teams. Additionally, some standard features require custom development or multiple clicks to accomplish what could be simpler out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us centralize and track customer support interactions in one place, reducing missed follow-ups and response delays. It gives our team better visibility into open cases, streamlines escalations, and improves overall response times. This has led to more efficient issue resolution and higher customer satisfaction.
Unbelievably Effective and No Dislikes
What do you like best about the product?
It works so well it’s really unbelievable
What do you dislike about the product?
No much there’s nothing I dislike to be honest
What problems is the product solving and how is that benefiting you?
Helping to provide a better service for my clients
Decent App but Needs Fewer Bugs and More Improvements
What do you like best about the product?
It’s ok but not the best. Could
Be improved
Be improved
What do you dislike about the product?
I wish there were not as many bugs and it could be easier
What problems is the product solving and how is that benefiting you?
It helps gets all the ticket compiled
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