Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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“Efficient but Complex: My Experience with Salesforce Service Cloud”
What do you like best about the product?
What I like best about Salesforce Service Cloud:
Salesforce Service Cloud provides a unified view of customer interactions, making it easy to deliver fast and personalized support. I especially like its case management, automation tools, and AI-powered insights that help improve efficiency and customer satisfaction. The integration with other Salesforce apps also creates a seamless service experience across channels.
Salesforce Service Cloud provides a unified view of customer interactions, making it easy to deliver fast and personalized support. I especially like its case management, automation tools, and AI-powered insights that help improve efficiency and customer satisfaction. The integration with other Salesforce apps also creates a seamless service experience across channels.
What do you dislike about the product?
Sometimes it can be complex to set up and customize, and user navigation can feel overwhelming for new users.
What problems is the product solving and how is that benefiting you?
It helps track and resolve customer issues faster, automate repetitive tasks, and provide a 360° view of customers. This improves response time, team productivity, and customer satisfaction.
Better CRM Experience with Salesforce, but Steep Learning Curve
What do you like best about the product?
We are switching from dynamics and salesforce provides a better CRM experience
What do you dislike about the product?
Relearning skills I already know in a new system
What problems is the product solving and how is that benefiting you?
Case management and order management are the two biggest areas of use for our company
Highly Customizable, but Needs Better 1-to-Many Relationship Handling
What do you like best about the product?
I can customize it to fit around my service needs and not just use it out of the box.
What do you dislike about the product?
It could use a better strategy for 1 to many relationships.
What problems is the product solving and how is that benefiting you?
Deal desk and customer success tracking.
Efficient Customer Support with Seamless Integration
What do you like best about the product?
I love the ease of implementation with Salesforce Service Cloud, making the setup process very convenient despite a slight learning curve. The customer service aspect stands out to me, supporting efficient service-related tasks in the real world, such as fixing antennas and satellites. I find the field service features particularly comfortable and beneficial for daily operations.
What do you dislike about the product?
I think the reporting capabilities need improvement, especially with regards to integrated solutions like Tableau. This aspect wasn't as streamlined or set up seven years ago when I started using the software, suggesting a gap in usability and integration opportunities at that time.
What problems is the product solving and how is that benefiting you?
The product aids in real-world service issues, like fixing antennas and satellites, efficiently and comfortably with robust field service features.
Great Omnichannel Routing by Agent Skills
What do you like best about the product?
Omnchannel with redorecting cases to agenta based on skills,
What do you dislike about the product?
Would love to have case prioritizing in omni
What problems is the product solving and how is that benefiting you?
Assigning multiple various cases to multiple agents with different skills
Great for Case Handling, but Case Escalation Needs Improvement
What do you like best about the product?
Salesforce Service Cloud is effective when it comes to managing cases. I find it works well for this purpose.
What do you dislike about the product?
Service Cloud has many issues when it comes to case escalation. This aspect of the platform could definitely use improvement, as the current process often leads to complications.
What problems is the product solving and how is that benefiting you?
Saves my time and I can track my work
Powerful and Customizable, but Costly and Complex for Small Businesses
What do you like best about the product?
Salesforce Service Cloud is an exceptionally powerful and comprehensive platform for managing customer service operations and creating highly personalized, efficient, and proactive customer support experiences. A deeply customizable solution, it brings all customer interactions into a unified console, providing support agents with a 360-degree view of each customer. However, its robust feature set and scalability come with a high total cost of ownership and a steep learning curve for new users.
What do you dislike about the product?
for smaller businesses or those with simpler requirements, the high cost and significant learning curve may not be a worthwhile investment
What problems is the product solving and how is that benefiting you?
As part of the larger Salesforce Platform, Service Cloud seamlessly integrates with other Salesforce clouds, such as Sales Cloud and Marketing Cloud. This connectivity gives businesses a holistic view of the customer journey, from initial lead generation to post-sale support. The Salesforce AppExchange also offers thousands of third-party applications to expand functionality even further.
Great for Incident Management, but UI Could Be More User-Friendly
What do you like best about the product?
Service cloud is helping managing incident management, very much customizable
What do you dislike about the product?
Nothing as of now. But the UI can better and can me made more user friendly
What problems is the product solving and how is that benefiting you?
Incident management
Great Case Management, but Setup Takes Time
What do you like best about the product?
Manage customer issues from start to finish using cases that can be automatically routed to the right agent or team.
What do you dislike about the product?
Powerful and flexible, but setup takes time. Worth it once customized for your team’s needs.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place. Before, support requests were scattered across emails, calls, and messages, which made tracking and follow-ups difficult. Now, everything flows through one system — making it easier to respond quickly and keep things organized.
Integration Is Much Easier Within the Ecosystem
What do you like best about the product?
Integration is much easier on the ecosystem.
What do you dislike about the product?
I don't dislike it, but I wish there were more dynamic tips/toolkits/tutorials
What problems is the product solving and how is that benefiting you?
Getting to customers much more quickly and summarizing key issues
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