Agentforce Service
Salesforce, Inc.External reviews
7,084 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Intuitive UI with Top-Tier Email Features
What do you like best about the product?
I enjoy the frequent updates to the Salesforce Service Cloud, which continuously improve the service console. The platform's intuitive AI UI allows my field service agents to quickly navigate and action cases, making tasks much more efficient. I find the email component particularly useful as it provides a comprehensive bird's eye view, enabling efficient communication with customers through email templates and macros. Additionally, the task features help us manage cases more effectively, and the supportive Salesforce system significantly aids in setup and troubleshooting. Overall, I find the service cloud to be highly beneficial in addressing and effectively handling customer complaints, contributing to enhanced customer satisfaction.
What do you dislike about the product?
I would just like more hands-on support to help me on the fly.
What problems is the product solving and how is that benefiting you?
I find the product enhances case management, enabling quicker resolution of customer complaints and supporting streamlined team operations using email templates and intuitive UI.
Great for Customer Communication, but Limited Internal Access Without Salesforce Licenses
What do you like best about the product?
The ability to have communication with our customers when something goes wrong.
What do you dislike about the product?
The accessibility to others in our organization that do not have Salesforce licenses
What problems is the product solving and how is that benefiting you?
Our experience with communication with our customers has been positive. We have found that maintaining clear and consistent communication helps us better understand their needs and provide improved service.
Absolutely Love It, No Complaints! Yep
What do you like best about the product?
Yes good product.. New releases are good ke
What do you dislike about the product?
Nope.. I don’t have any. thank you for all that you do
What problems is the product solving and how is that benefiting you?
Helps customers service.. reduce over all time
Great for Automation and Teamwork, Needs Performance Improvements
What do you like best about the product?
Automatization, order and connected teams
What do you dislike about the product?
I guess that can improve the way the performance
What problems is the product solving and how is that benefiting you?
The way of distribution the team work
Great Case Management, No Complaints
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it brings together every aspect of customer service into one unified platform. It’s not just about managing cases — it’s about delivering personalized, efficient, and proactive support.
A few key things stand out for me:
1. Omnichannel Support
Service Cloud allows agents to manage customer interactions across email, chat, phone, social media, and messaging apps all in one place. The Omnichannel Routing ensures cases go to the right agent based on skills or availability, which really improves response times and customer satisfaction.
2. Service Console Efficiency
The Agent Console is a game-changer — everything the agent needs (case details, knowledge articles, customer history) is right there. This drastically reduces the need to switch tabs and helps resolve cases faster.
3. Knowledge Management
Having a centralized Knowledge Base empowers both agents and customers (via self-service portals). It helps maintain consistency in responses and reduces case volumes.
A few key things stand out for me:
1. Omnichannel Support
Service Cloud allows agents to manage customer interactions across email, chat, phone, social media, and messaging apps all in one place. The Omnichannel Routing ensures cases go to the right agent based on skills or availability, which really improves response times and customer satisfaction.
2. Service Console Efficiency
The Agent Console is a game-changer — everything the agent needs (case details, knowledge articles, customer history) is right there. This drastically reduces the need to switch tabs and helps resolve cases faster.
3. Knowledge Management
Having a centralized Knowledge Base empowers both agents and customers (via self-service portals). It helps maintain consistency in responses and reduces case volumes.
What do you dislike about the product?
perspective.
1. Complex Configuration for Large Implementations
When you’re dealing with multiple channels, automation rules, and custom processes, it can become quite complex to maintain. Features like Omnichannel Routing, Entitlements, and Milestones require deep understanding and careful setup to work seamlessly together.
1. Complex Configuration for Large Implementations
When you’re dealing with multiple channels, automation rules, and custom processes, it can become quite complex to maintain. Features like Omnichannel Routing, Entitlements, and Milestones require deep understanding and careful setup to work seamlessly together.
What problems is the product solving and how is that benefiting you?
🔹 1. Fragmented Customer Data → Unified 360° View
Problem: Customer information was often scattered across emails, spreadsheets, or disconnected tools.
Solution: Service Cloud centralizes all interactions, cases, and history into one platform, giving agents a complete view of the customer.
Benefit: This helps resolve issues faster and improves customer satisfaction. As a developer, it’s easier to build automations and flows when everything’s in one system.
Problem: Customer information was often scattered across emails, spreadsheets, or disconnected tools.
Solution: Service Cloud centralizes all interactions, cases, and history into one platform, giving agents a complete view of the customer.
Benefit: This helps resolve issues faster and improves customer satisfaction. As a developer, it’s easier to build automations and flows when everything’s in one system.
Efficient Customer Support with Powerful Features, but Setup Can Be Complex
What do you like best about the product?
I really like how Salesforce Service Cloud centralizes all customer interactions in one place, making it easy to deliver fast and personalized support. The interface is intuitive, and case management works seamlessly across channels.
I also appreciate the automation and AI features that help prioritize cases and suggest solutions. They save time, reduce manual work, and improve overall customer satisfaction.
I also appreciate the automation and AI features that help prioritize cases and suggest solutions. They save time, reduce manual work, and improve overall customer satisfaction.
What do you dislike about the product?
Sometimes the setup and customization process can be complex, especially for teams without deep technical knowledge. It takes some time to configure everything exactly as needed.
Additionally, certain advanced features may require extra licenses or add-ons, which can increase costs for smaller teams or organizations.
Additionally, certain advanced features may require extra licenses or add-ons, which can increase costs for smaller teams or organizations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer support more efficiently by centralizing all cases, interactions, and history in one place. This allows our team to respond faster and provide consistent, personalized service.
It also improves collaboration and visibility across departments. With automated workflows and analytics, we can identify trends, reduce response times, and continuously enhance the customer experience.
It also improves collaboration and visibility across departments. With automated workflows and analytics, we can identify trends, reduce response times, and continuously enhance the customer experience.
Great Integration with Salesforce Platforms
What do you like best about the product?
Good integration with other salesforce platforms. Very reliable and stable
What do you dislike about the product?
Agentforce service agent is unstable at the moment
What problems is the product solving and how is that benefiting you?
Context switching for our reps. With all the information in service cloud, our reps are able to help customers faster
Efficient Issue Resolution, but AI Features Are Pricey
What do you like best about the product?
It helps both agents and customers resolve their issues smoothly and efficiently.
What do you dislike about the product?
The cost of implementing AI features could be lower.
What problems is the product solving and how is that benefiting you?
It provides faster responses to our customers, allowing our agents to dedicate more time to other important tasks.
Great Automation Tools, but High Cost Is a Drawback
What do you like best about the product?
Really like the automation tools because they save huge amount of time
What do you dislike about the product?
Dislike the high cost. It can get expensive fast.
What problems is the product solving and how is that benefiting you?
Specifically on the help desk side, faster ticket resolution, happier customers, and smarter management
Useful Cases, but Entitlements Configuration Needs Improvement
What do you like best about the product?
I like de cases to mucch very usefull hahah
What do you dislike about the product?
I dont like the entitlements configuration
What problems is the product solving and how is that benefiting you?
None
showing 531 - 540