Agentforce Service
Salesforce, Inc.External reviews
6,962 reviews
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External reviews are not included in the AWS star rating for the product.
Centralized Customer Management and Time-Saving Automation
What do you like best about the product?
I like Salesforce Service Cloud because it brings customer data, cases, and communications together in one place. It lets me respond quickly and stay organized without switching between multiple tools. The automation and workflows also save time, especially for repeat tasks or follow-ups.
What do you dislike about the product?
Like many other Salesforce products, the initial setup and configuration can be complex and costly, often requiring outside consultants. Its wide range of features also comes with a steep learning curve for new agents, making both initial and ongoing training essential to fully leverage the platform.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team can manage cases more efficiently and make full use of the email-to-case feature, which helps them respond faster.
Unified Customer View and Powerful Automation Streamline Service
What do you like best about the product?
This platform offers a unified, 360-degree view of the customer, allowing agents to resolve issues more quickly by providing complete context. Its robust automation and omnichannel features help to streamline service operations.
What do you dislike about the product?
The complexity of this product can make configuration and customization difficult, particularly for those who are new to it. Furthermore, as organizations grow and incorporate more advanced features, the overall cost can increase significantly.
What problems is the product solving and how is that benefiting you?
This tool makes it easy for us to manage our customer database and records, allowing us to efficiently map them to their specific needs.
Empowering Developers with Valuable Cloud Services and Learning Opportunities
What do you like best about the product?
It offers cloud services that are beneficial for many institutions. In addition to delivering solutions, it also provides courses. These courses help many junior developers learn and secure jobs. The badges earned can be displayed on LinkedIn as well.
What do you dislike about the product?
There seem to be more opportunities available outside of this organization than within the company itself. The job postings are lacking, and there is little to no marketing.
What problems is the product solving and how is that benefiting you?
We can organize all data at one place only. Follow ups became easy with the help of reminders. It helps us taking smart decisions and think in a clarity. Productivity getting increased with help of slesforce
Milestones and Entitlements Make Tracking Cycle Time a Breeze
What do you like best about the product?
Milestones and entitlements are very useful to track the cycle time.
What do you dislike about the product?
The email service and the email-to-case feature both have a 25 MB limit. Working hours and holidays needs to be extended to support with few other objects. We are forced to use case object for the milestones.
What problems is the product solving and how is that benefiting you?
we are using Case Milestone to track the cycle time of one of our process.
A Reliable Platform for Managing Customer Support Work
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
Outstanding Case Management That Simplifies Customer Issue Tracking
What do you like best about the product?
Its case management feature is the best as it automatically captures and tracks customer issues.
What do you dislike about the product?
high licensing cost. It is much pricier than competition.
What problems is the product solving and how is that benefiting you?
It allows our customers to view their cases, ask questions and find answers on demand. That's the biggest use case for us.
Excellent Case Management and Reporting with Few Drawbacks
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.
Great Features Like 360° View and AI, but Performance Lags with Heavy Data
What do you like best about the product?
360° Customer View, AI powered assistance, Omni channel support
What do you dislike about the product?
Performance Issues with Heavy Data, Offline capabilities are limited compared to some dedicated field service tools
What problems is the product solving and how is that benefiting you?
Slow and Inconsistent Case Resolution, Lack of Real-Time Visibility for OEMs and Dealers
Great All-in-One Platform
What do you like best about the product?
It’s all in one place - all the communication channels, all customer data.
What do you dislike about the product?
It is on the expensive side pf similar products.
What problems is the product solving and how is that benefiting you?
Supporting our customers in am effective way.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Easy to use, usable UX, and easy to manage and works great with our business.
What do you dislike about the product?
Too convulsed ux and cumbersome - too much use of thr real estate
What problems is the product solving and how is that benefiting you?
Helping mange customer service calls
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