Agentforce Service
Salesforce, Inc.External reviews
7,079 reviews
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Salesforce service cloud automates our customer support.
What do you like best about the product?
It collects all our customer contacts to the center and thus it is not difficult to keep cases of multiple channels on the same screen. These time-saving suggestions on automation as well as the AI have made life easier and the knowledge base has enabled the agents to solve the issues more quickly.It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What do you dislike about the product?
It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What problems is the product solving and how is that benefiting you?
It is assisting us in managing inquiries effectively over email, phone, chat, and social media. It also decreases the amount of manual labor, agents are more efficient, and customers will receive faster responses with added personalization to increase satisfaction levels on a whole
Good Software to Use Overall
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer, enabling teams to deliver personalized and efficient support across multiple channels. The platform’s robust case management, automation tools (like macros and workflows), and AI-powered features such as Einstein Bots significantly streamline service processes. I also appreciate its scalability and integration capabilities, which make it adaptable to a wide range of business needs. Ultimately, it empowers service teams to resolve issues faster while maintaining a high level of customer satisfaction.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful platform, it can feel overly complex for new users. The interface has many features and settings, which can make the learning curve steep. Customization often requires technical expertise or developer support, which can add to costs and implementation time. Additionally, the licensing and add-on pricing can be expensive for smaller teams, and certain updates sometimes cause changes to workflows that require re-training.
What problems is the product solving and how is that benefiting you?
To fast track customer requests
Salesforce Service Cloud is a Comprehensive Customer Service Solution with Room for Improvement
What do you like best about the product?
360-degree customer view that consolidates all customer interactions, cases in one place
Advanced case routing and assignment rules that efficiently distribute work to the right agents
Powerful reporting and analytics tools that provide actionable insights into service performance
Knowledge base functionality that helps agents and customers find solutions quickly
Omni-channel support allowing seamless handling of cases across email, phone, chat, and social media.
Advanced case routing and assignment rules that efficiently distribute work to the right agents
Powerful reporting and analytics tools that provide actionable insights into service performance
Knowledge base functionality that helps agents and customers find solutions quickly
Omni-channel support allowing seamless handling of cases across email, phone, chat, and social media.
What do you dislike about the product?
Performance can be slow during peak times or with complex configurations
Cost can be prohibitive for smaller organizations, especially when including add-on features
Cost can be prohibitive for smaller organizations, especially when including add-on features
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving key problems and providing specific benefits:
1. Case Management Efficiency
manual case tracking and paper-based systems
Automated case routing saves hours of manual assignment work
2. Customer Experience Enhancement
Single view of customer history enables personalized service
Quick access to past interactions prevents customers from repeating information
3. Team Productivity
Agents can handle more cases with automated workflows
Knowledge base reduces resolution time for common issues
1. Case Management Efficiency
manual case tracking and paper-based systems
Automated case routing saves hours of manual assignment work
2. Customer Experience Enhancement
Single view of customer history enables personalized service
Quick access to past interactions prevents customers from repeating information
3. Team Productivity
Agents can handle more cases with automated workflows
Knowledge base reduces resolution time for common issues
A Powerful Platform for Scalable and Personalized Customer Support
What do you like best about the product?
Salesforce Service Cloud offers a robust suite of features that help deliver fast, efficient, and personalized support experiences. The ease of use is commendable once the Lightning setup is in place—agents can manage cases, view customer history, and respond across multiple channels from a single interface. The ease of implementation is supported by strong documentation and a large ecosystem of partners.
I use the platform daily, and the frequency of use is high across our support team because of its reliability and centralized design. The customer support from Salesforce is responsive and proactive, especially with Premier Support. The number of features—like Omni-Channel routing, macros, knowledge articles, case milestones, SLAs, and AI recommendations—offers flexibility and scalability for different business needs. Most importantly, ease of integration with third-party systems and other Salesforce Clouds (like Sales or Marketing Cloud) makes it a true end-to-end customer support hub.
I use the platform daily, and the frequency of use is high across our support team because of its reliability and centralized design. The customer support from Salesforce is responsive and proactive, especially with Premier Support. The number of features—like Omni-Channel routing, macros, knowledge articles, case milestones, SLAs, and AI recommendations—offers flexibility and scalability for different business needs. Most importantly, ease of integration with third-party systems and other Salesforce Clouds (like Sales or Marketing Cloud) makes it a true end-to-end customer support hub.
What do you dislike about the product?
Initial setup and customization can be complex for new users or smaller teams without technical expertise. The licensing and add-on costs can also rise quickly if advanced features like Einstein AI or Field Service are required. Some UI components (like Classic Console) feel outdated until migrated fully to Lightning.
What problems is the product solving and how is that benefiting you?
We're managing customer queries, complaints, and feedback at scale while maintaining high CSAT scores. With automation and macros, we’ve reduced repetitive tasks for agents. SLAs, case assignment rules, and escalation paths help ensure timely resolution and consistent service delivery.
Service Cloud
What do you like best about the product?
The digital engagement and its MIAW features that enables chat functionality which can be leveraged for creating case in off business hours
What do you dislike about the product?
We were planning to implement inhouse salesforce call center but it always uses the third party integration.SF should built their own in house CTI
What problems is the product solving and how is that benefiting you?
We recently moved out of zendesk and migrated to SF CRM where we were able to design case management including routing and milestone functionality and dynamic forms for different web to case request.
Great Service for all of your Business needs
What do you like best about the product?
It keeps all of my clients information in a secure site.
What do you dislike about the product?
I have not had any downsides to Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It stores all of the information I need for my clients and for the business on one platform.
A user friendly platform with room for growth
What do you like best about the product?
Using Salesforce Service Cloud in a daily basis as a customer support, I'd say that it's user friendly especially when navigating it. You can easily find things, tabs and other features by not having any difficulties.
What do you dislike about the product?
I'd say the thing I dislike about the platform is the use of the default font. While you can get used to it with frequent use, a font refresh could make a noticeable difference in the platform's overall aesthetics and readability.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud makes my role as a customer support better by enabling faster issue resolution and simplifying repetitive tasks. This allows me to focus on complex concerns and deliver a smoother, more efficient customer experience.
Salesforce Service Cloud Review
What do you like best about the product?
Salesforce makes our job easier since we can store articles and spiels for our emails.
What do you dislike about the product?
User interface can use some improvement.
What problems is the product solving and how is that benefiting you?
Efficiency with the tools available on Salesforce.
Service Cloud for CSR management and Warranty Management
What do you like best about the product?
That I am able to keep all my customer information and interactions and link them to our ordering system.
What do you dislike about the product?
On the admin side, small changes to the processes can cause bigger issues on other processes and it is hard to revert back to the previous settings.
What problems is the product solving and how is that benefiting you?
Keeping track of customer orders and warranty claims. Keeping track of all customer communications along with the orders associated with the customer accounts.
Salesforce Service Cloud - Robust tool for customer support
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer support team. The ability to track cases, automate workflows, and integrate with other tools (like Slack and Outlook) has saved us so much time. The omnichannel features are awesome—we can handle emails, live chats, and even social media messages all in one place. As its integrated in our support our daily operations are run on this.
What do you dislike about the product?
The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, our support team was drowning in scattered emails, phone calls, and chat messages—no central system, missed follow-ups, and zero visibility into customer history. Now, everything lives in one place. Cases get automatically routed to the right agent, we have full context on past interactions, and we can even track customer sentiment. We achieved benefits like faster customer support and better team collaboration.
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