Sold by: Salesforce, Inc.Â
Deployed on AWS
Service Cloud is a complete agentic service platform built for every type of service, in any industry, and across all channels.
With Agentforce, human agents and AI agents collaborate seamlessly in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers engage, all while reducing costs by boosting efficiency and optimizing resources.
Overview
Service Cloud empowers businesses to deliver exceptional customer experiences by seamlessly uniting human agents and AI agents on one powerful, unified platform.
With Agentforce, AI agents take on high-volume routine tasks, quickly and accurately, freeing human agents to focus on complex, high-value customer interactions. This intelligent division of labor enables human agents to work smarter, supported by Agentforce advanced tools that enhance decision-making and streamline workflows. Together, human and AI agents collaborate in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers connect. This dynamic partnership not only elevates customer satisfaction but also drives significant operational efficiencies. By automating routine work and intelligently routing complex inquiries, Service Cloud optimizes resource allocation and reduces service costs.
Businesses accelerate resolution times, boost agent productivity, and scale support capabilities, all while minimizing overhead and maximizing ROI. Built for flexibility, Service Cloud adapts to the unique demands of any industry, empowering organizations to stay agile, competitive, and ahead in the fast-evolving customer service landscape.
Highlights
- Seamless Human + AI Agent Collaboration: Human agents and AI agents work together in real time to deliver personalized, seamless, and exceptional customer support, every time, everywhere.
- Intelligent Automation at Scale: Agentforce activates AI agents to handle high-volume routine tasks effortlessly, freeing human agents to focus on complex cases with powerful tools that boost productivity and precision.
- Drive Efficiency & Maximize ROI: Slash service costs and accelerate resolution times by optimizing resources and scaling support operations, giving your business the agility and competitive edge it needs to thrive.
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Deployed on AWS
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Buyer guide
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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Customer reviews
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6949 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
John Murtagh
Has required extensive training and offers limited benefits beyond basic integration
Reviewed on Oct 28, 2025
Review provided by PeerSpot
What is our primary use case?
I am not a user, partner, reseller, or implementer as we implemented it ourselves.
We do SLA management through Salesforce Service Cloud , which is the role of Service Analytics.
What is most valuable?
I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud , such as Einstein Bots or Knowledge Base , or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.
The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce . We were instructed to use it; it was not our natural choice. It was something the company stated to use.
The main benefit is having it integrated with the core Salesforce .
What needs improvement?
I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.
For how long have I used the solution?
I have been working with Salesforce Service Cloud for about 1.5 years.
How are customer service and support?
I have not contacted technical support for any challenges myself.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
How was the initial setup?
The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.
What about the implementation team?
I purchased it directly from Salesforce, not through AWS Marketplace or another source.
What's my experience with pricing, setup cost, and licensing?
I do not have any knowledge of the cost regarding Salesforce Service Cloud.
Which other solutions did I evaluate?
When comparing Salesforce Service Cloud, I do not think it has any benefits.
I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.
What other advice do I have?
I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRMÂ . On a scale of one to five, I rate Salesforce Service Cloud a four out of five.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Dikshant T.
Feature-Rich Tool with Useful Reports, But Needs Better Communication
Reviewed on Oct 24, 2025
Review provided by G2
What do you like best about the product?
The tool provide you lots of option and pre defined reports to run a busciness.
What do you dislike about the product?
The tool lags a bit and the team make the changes to the service without informing.
What problems is the product solving and how is that benefiting you?
Currently the tool is helping us to manage SLA for cases and B2C and B2B communications
Arun G.
Powerful Customer Service Platform with a Steep Learning Curve
Reviewed on Oct 18, 2025
Review provided by G2
What do you like best about the product?
bring together people, processes, and data in one intelligent platform
What do you dislike about the product?
complex configuration and dependency layers make simple changes time consuming
What problems is the product solving and how is that benefiting you?
streamline case management, automate workflows, and deliver faster, data driven customer support
Suguru T.
Ideal for call center systems
Reviewed on Oct 16, 2025
Review provided by G2
What do you like best about the product?
Service Cloud is currently being used at our client's fiber optics installation center, and is the best system for managing that business.
What do you dislike about the product?
The downside is that it requires a lot of customization to be used in Japanese businesses.
What problems is the product solving and how is that benefiting you?
The challenge is the response after screen operation. A quick response is required to record the call history at the call center.
Banking
Excellent Case Management and Reporting with Few Drawbacks
Reviewed on Oct 16, 2025
Review provided by G2
What do you like best about the product?
I appreciate the robustness of the Case Management and reporting features.
What do you dislike about the product?
There’s not much that I dislike about Service Cloud.
What problems is the product solving and how is that benefiting you?
The management and tracking of customer requests and issues that must be solved across multiple teams.