Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Case Management, but Interface Can Be Cluttered
What do you like best about the product?
I appreciate how Service Cloud centralizes customer interactions, making it easy to track cases and ensure quick, consistent support.
What do you dislike about the product?
The interface can feel cluttered at times, especially when managing multiple cases or switching between tabs.
What problems is the product solving and how is that benefiting you?
It ensures no request slips through the cracks — every inquiry is logged, prioritized, and routed to the right person, improving response times and user satisfaction.
Great for Tracking Client History, but Navigation Can Be Tricky
What do you like best about the product?
I appreciate that we are able to review the history of our clients as well as our sales process. This feature allows us to keep track of important interactions and monitor the progress of our sales activities.
What do you dislike about the product?
It can sometimes be a bit complicated to navigate, which may make it less user-friendly at times.
What problems is the product solving and how is that benefiting you?
It would be helpful to also track where the clients come from.
Great Service Console UI, No Complaints
What do you like best about the product?
The Service Console UI having all the needed informaron at hand.
What do you dislike about the product?
Nothing at all, it provides all the tool customer servicea reps need.
What problems is the product solving and how is that benefiting you?
Faster response times and inquiriese resolutions.
Mixed Feelings: Both Love and Hate Aspects Are Good
What do you like best about the product?
Excell product for service for case management
What do you dislike about the product?
It is very good product we are using for case management
What problems is the product solving and how is that benefiting you?
We are using for customer product support
Great for Accessing External Data, No Complaints
What do you like best about the product?
It’s opens up opportunities for me to access external data
What do you dislike about the product?
None at the moment. Seems to work on my needs of integrating external data from our FSC
What problems is the product solving and how is that benefiting you?
It minimize manual data processing work
Great functionality, but configuration can be challenging
What do you like best about the product?
This is for service cloud has brought our entire service team together to ensure that we’re able to provide the best support for our customers.
What do you dislike about the product?
Set up in configuration was not the easiest. They required more effort than we thought it should.
What problems is the product solving and how is that benefiting you?
It has helped us to ensure that all of our service reps had information required to service our customers as previously our processes were very disjointed
Great Customer 360 View, but Expensive
What do you like best about the product?
Customer 360 view is good. Allows me to see sales and service data
What do you dislike about the product?
It’s cost. It is expensive when I look at the unit cost
What problems is the product solving and how is that benefiting you?
Allows us to track and manage customer cases
Good Integration Potential, But Concerned About Replacing Open CTI
What do you like best about the product?
It’s where Salesforce is moving to so we are now looking to integrate
What do you dislike about the product?
That it will replace open CTI. We would prefer for customers to have both options
What problems is the product solving and how is that benefiting you?
It will enable us to build integrations that work with salesforce
User-Friendly but Overpriced
What do you like best about the product?
Easy to use and learn without much experience
What do you dislike about the product?
Too expensive and would like better
Pricing
Pricing
What problems is the product solving and how is that benefiting you?
Route internal tickets
Good Customer Service and Web to Case, but Entitlement Time Limit Is a Downside
What do you like best about the product?
I like customer service.Web to Case is good!
What do you dislike about the product?
I Like entilement. because there is time limit.
What problems is the product solving and how is that benefiting you?
Customer support
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