Agentforce Service
Salesforce, Inc.External reviews
7,079 reviews
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External reviews are not included in the AWS star rating for the product.
Great Customer View and Integration, but UI Gets Cluttered
What do you like best about the product?
Having a single view of the customer. Multiple communication channels, plus easy integration with our portal.
What do you dislike about the product?
Very easy to accrue clutter in the UI over time
What problems is the product solving and how is that benefiting you?
Delivering a managed IT service in a clear and consistent way across many customers
Valuable Insights for Customer Issues, but Low-Code Options Feel Restrictive
What do you like best about the product?
I love that I can report on customer issues and offers valuable insights to continuous learnings
What do you dislike about the product?
For low code option, it can be pretty restrictive.
What problems is the product solving and how is that benefiting you?
We use it at our College to navigate and manage customer issues
Service Cloud: Super Cool Experience, No Complaints
What do you like best about the product?
Everything about service cloud is super cool
What do you dislike about the product?
Nothing that I can say or recall to tell bad about service cloud
What problems is the product solving and how is that benefiting you?
All day to day problems
Comprehensive Platform with Effortless Setup
What do you like best about the product?
I find Salesforce Service Cloud to be the most comprehensive and major customer operations platform on the market. The ease of use, intuitive user interface, and easy navigation are standout features for me. I also appreciate how easy it was to set up and integrate with other tools. The speed of processing different requests significantly enhances my workflow.
What do you dislike about the product?
I find some flaws in the case management and automations within Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and service operations, finding it comprehensive for sales operations. It easily integrates with my tools and offers a user-friendly interface that speeds up processes and requests.
CRM engineer
What do you like best about the product?
Ability to increase agent productivity and automation
What do you dislike about the product?
There is no words to like about the salesforce service cloud
What problems is the product solving and how is that benefiting you?
Increasing customer satisfaction and agents productivity
Great Data Management and Security
What do you like best about the product?
The ability to modify and store loads of data with good security due to access permissions.
What do you dislike about the product?
I have not explored it alot yet to find anything bad
What problems is the product solving and how is that benefiting you?
The ability to create time matrix has been really beneficial for me
Service Cloud the first stop shop for you day.
What do you like best about the product?
I love how it brings everything together and you can keep the record and history of what a customers story and journey looks like.
What do you dislike about the product?
So far I have not ran into any limitations as it’s very customizable.
What problems is the product solving and how is that benefiting you?
It’s giving our account managers a one stop shop to get all the help they need.
Makes my support work faster, easier, and more organized
What do you like best about the product?
I really like how everything I need is in one place - customer history, cases, emails, and chats. It helps me resolve issues quickly and provide a more personal experience for customers. The case management system is easy to use, and automation features like macros and quick texts save a lot of time. Having the knowledge base built in is also a big plus since I can share solutions right away.
What do you dislike about the product?
At first, it can feel a little overwhelming because there are so many features to learn, but once you get used to the layout it becomes second nature. Occasionally the search could be a bit better, but overall there’s nothing major I dislike.
What problems is the product solving and how is that benefiting you?
It keeps all customer information and cases in one place, which makes it easier to stay organized and respond faster. The automation tools save time on repetitive tasks, so I can focus more on helping customers.
The best platform for delivering seamless, omnichannel customer service and scaling support.
What do you like best about the product?
The strength lies in the unified Service Console, which gives agents a complete 360-degree view of the customer across all channels (email, chat, phone) from one screen. We highly value the Case Management automation (assignment rules, auto-responses, and process flows) that boosts agent productivity and ensures consistent adherence to our Service Level Agreements (SLAs).
What do you dislike about the product?
Similar to other Salesforce products, the initial implementation and configuration are complex and expensive, often requiring an external consultant. The platform's vastness can also lead to a steep learning curve for new agents, requiring significant investment in initial and ongoing training to maximize its capabilities.
What problems is the product solving and how is that benefiting you?
Service Cloud solved our core problem of disorganized and inconsistent customer support across channels. Before, cases were scattered across email inboxes and spreadsheets, leading to slow response times and duplicated effort.
The benefit is a streamlined system where every customer interaction is automatically converted into a traceable case. This ensures every inquiry is resolved according to SLA targets, improves our First Call Resolution (FCR) rate by providing agents with a complete 360-degree customer view, and ultimately leads to a measurable increase in Customer Satisfaction (CSAT) scores.
The benefit is a streamlined system where every customer interaction is automatically converted into a traceable case. This ensures every inquiry is resolved according to SLA targets, improves our First Call Resolution (FCR) rate by providing agents with a complete 360-degree customer view, and ultimately leads to a measurable increase in Customer Satisfaction (CSAT) scores.
Seamless Service Management with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud delivers powerful case management, omnichannel support, and AI-driven automation from a unified workspace. Its agent console and knowledge base surface answers fast, enabling more personalized customer interactions and rapid resolution—whether through phone, email, chat, messaging apps, or self-service portals. Seamless CRM integration means all customer data is always accessible for smarter, more empathetic service to any organization..
What do you dislike about the product?
While robust, Service Cloud’s setup and customization can be complex, demanding time and technical expertise. Its breadth of features sometimes makes the user interface crowded for newcomers, and occasional platform updates may require retraining or process adjustments
What problems is the product solving and how is that benefiting you?
Service Cloud solves fragmented support by centralizing customer data, automating routine inquiries, and providing omnichannel case handling—resulting in faster responses, increased agent productivity, and higher customer satisfaction. It scales effortlessly with your business, adapts to new service trends, and drives continuous improvement through real-time analytics ....
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