--- title: Agentforce Service (formerly Salesforce Service Cloud) Reviews meta_title: 'Agentforce Service (formerly Salesforce Service Cloud) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7359 reviews by the users' company size, role or industry to find out how Agentforce Service (formerly Salesforce Service Cloud) works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 7359 scale: '5' date_modified: '2026-08-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Agentforce Service (formerly Salesforce Service Cloud) Reviews **Vendor:** Salesforce **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,359 ## About Agentforce Service (formerly Salesforce Service Cloud) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform ## Agentforce Service (formerly Salesforce Service Cloud) Pros & Cons **What users like:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. (1259 reviews) - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. (1102 reviews) - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. (1097 reviews) - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. (973 reviews) - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. (591 reviews) - Automation (545 reviews) - Centralization (523 reviews) - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. (516 reviews) - Customization (478 reviews) - Centralized Information (433 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. (697 reviews) - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. (583 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. (474 reviews) - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. (423 reviews) - Limitations (416 reviews) - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. (413 reviews) - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. (368 reviews) - Limited Features (344 reviews) - Difficult Implementation (322 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. Service cloud improved service for our customers **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service cloud allowed us to organize the communication with customers under one channel. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It was difficult to manage SLAs with the out of the box setup **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Aligning available channels on one platform ### 2. Service Cloud **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** SalesForce continues to make doing business easier than ever. This product seamlessly marries actionable data and company needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Onboarding the product was a challenge. But support was great. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Customer service ### 3. Cool features, possibly too complex for educators **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Gives us the ability to create reports and also track student progress **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Can't easily share info with other academic advisors **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Moving academic advising for students off of email ### 4. Customer journey and experience manager **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Integration of all service apps and data to create unified profile **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Interface and hidden icons And operational ability **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Customer communication management ### 5. Great **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Easy to configure, and manage, and use.. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Marketing and education to business users could be done better **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Contact center ### 6. It’s good but difficult for some to adjust to **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's easy for the team to assist customers **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Hard to adjust to new technologies sometimes **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Manage contact points ### 7. Live Web Chat and Chat Bot **Rating:** 3.0/5.0 stars **Reviewed by:** SONAL G. | Salesforce Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** If we put the live chat bot on any website and user run a query inside chatbot , then it will connect will all the concerning salesforce agents and we will be able to resolve the query in minimum time. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Configuration is a bit difficult in salesforce service cloud. When we run a query in live chat bot and if any checkbox is not checked then the query will not run. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** When we run a live chat bot on any website then it will connect with all the salesforce persons and we will be provided with the product ids , order ids and its line items and as a reult our query will be resolved in less time. So this is the most advantageous feature which I like. ### 8. It’s decent **Rating:** 2.5/5.0 stars **Reviewed by:** Anum F. | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I am able to automate my repetitive tasks for the sales team. They used to spend hours on these tasks and now they only spend a few mins. All the historical data is also being portayed on the reports and dashboards. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I believe there are a lot of features for service cloud that I have not been able to utilize it. We also have a lot of sales tools integrated with service cloud and the integration could be more admin friendly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We have been using it for case management. We are quite a large salesops team who are supporting a large sales org. We use case management to manage our cases, run reports/dashbords to keep track of them. ### 9. Great tool **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Easy to use and efficient to run everyday **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing at this time. Still getting used to it **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Able to tackle tasks quickly ### 10. Service Cloud journey begins **Rating:** 2.5/5.0 stars **Reviewed by:** Emily C. | Salesforce Sales Cloud Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the ability to manage customers all from one platform. The ability to understand the customer and their needs to optimize their and our experience is game-changing. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the learning curve. Although I may be open to learning, it does take additional training and work to get agents to adopt and learn a new system and processes. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It is solving the ability to manage customers in one org. Prior, cases were handled outside of SF and data lived outside the org, so it is helpful to leverage the capabilities of service cloud under one org. ### 11. Good **Rating:** 3.0/5.0 stars **Reviewed by:** Sanket D. | Digital Marketing Executive, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Automation tool is best part to learn more about the goal **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Duration of course is long good for growth **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Automation work flow ### 12. SF Service Cloud **Rating:** 3.0/5.0 stars **Reviewed by:** Ryan V. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** If you are familiar with Salesforce already it is easy to use. If you are familiar with reports in Salesforce then you will be able to create reports. Having everything in one spot is nice. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It is hard to set up. We had to partner with a separate company to help us set up our service cloud. It feels old and not new and shiny. To update and change things we would like to change we need the help of a separate company. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** This helped us create a help center and self service options for our customers. We also started to collect CSAT scores. It helps with automation when customers reach out to us. ### 13. An exciting journey **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Out of the box capabilities and ease of setup **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not enough customization in some elements, especially UI. Cluttered UI. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Customer service case management. Service Cloud allows us to bring life to a 20 year old process with new easy to setup software and optimize the processes. ### 14. Product manager **Rating:** 3.0/5.0 stars **Reviewed by:** Rahul G. | Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Case object , ability to open service requests and categorize , ability to connected to heroku **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Trigger integration is bad , always hitting governance limits , data integration with AWS data lake is not great . Need to Explore data cloud and its integrations **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Patient support services for pharma ### 15. Service Cloud review **Rating:** 3.0/5.0 stars **Reviewed by:** Bryan F. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This gives a way to help the 360 CX and ability to react fast to our users. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The complixity and manual deployment processes needed at times **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We have clients that need support and this allows us to track, route, and respond quickly ### 16. Very good tool to manage customer service **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that service cloud can connect to other dogital channels and streamline the communication with administrative tasks. With the latest Einstein innovation it can significantly improve the productivity of agents. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The downside of salesforce overall os that it is so robust that you need experts who you can trust to unlock all the available features. We are strugling with this a lot. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Automation of tasks, 360 view of customer was not available in 1 place. ### 17. It gets the job done but nothing fancy **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Overall, it gets the job done, and it has enough functionalities for our company and this is on par with its competitors, so this is something I like most about it. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The design is horrible in terms of UI/UX, the user interface and the user experience is not on par with the competitors. Overall, it seems they are not spending resources on improving their product. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud solves the problem of having customer service, field service, and employee service together on one platform. It benefits us since it uses AI and automation to engage customers across every service channel. It helps us create experiences that are personalized. ### 18. Needs customization **Rating:** 3.0/5.0 stars **Reviewed by:** Noah M. | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Ability to deflect cases and help customers resolve issues faster **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** MVP and out of box requires much extra config and specialized admin skills **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** New rep onboarding by giving them guidance ### 19. nice product **Rating:** 2.5/5.0 stars **Reviewed by:** Hideki A. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It has a variety of features. And all are excellent. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The only thing is that the license is expensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** They help us do our business the best we can. ### 20. Associate Director, operations **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We use service cloud for our partners and it has been eas for us to work together. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't like that we have to switch apps to use it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service cloud helped us with out partner contact center. ### 21. Looking forward to self service capabilities **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Allows agents to have information while speaking with customers **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** That you have to purchase experience cloud as an addition for self service **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Attempts to arm agents with info about customer ### 22. Service Cloud Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** That it's part of the Salesforce ecosystem! **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Getting business aligned on strategy for what to use it for **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Method to intake cases, solve customer issues, and track work ### 23. Salesforce sales cloud **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Automating my sales process and helping my sales team **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** cost of the application as for small business it could be high **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** automating the sales process ### 24. Ease of use. **Rating:** 3.0/5.0 stars **Reviewed by:** Stephanie V. | Business Unit Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** offers flexibility, and can be used to meet many different requirements. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not intuitively clear enough to implement without hiring a consultant. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Hire a consultant **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** self-service portal for customers 24/7. Consistent input format. ### 25. Salesforce is great but...you need to learn a lot **Rating:** 2.5/5.0 stars **Reviewed by:** Darren G. | Plan Analysis, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** That it is easy to navigate but not after using it for a long time, it is not intuitive but has a very difficult learning curve. I like that it is open source and seems to be simple to use, but some things need to be updated and time spent making sure you are doing things right, a lot of the issues are that to use you need to make sure it is doing what it should. Some actions take place and it is not informed what each action does. It would be great if the actions were more open to interpretation. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** That it is not easy to use straight away, there should be a open-source training that lets you know how to better use the system and that it allows a little more freedom. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It seems to run well and allows things to run smoothly and let the user get instant results. The way the system is easy to see what others are doing and make my job easy. ### 26. Not that great and user friendly **Rating:** 3.0/5.0 stars **Reviewed by:** Shoyeb S. | Sponsorship Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 08, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Gets integrated with most of platforms easily. Helps in maintaining leads. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It is not so user friendly as to make our job easy. Have to fill up lot of information and while exporting it should give option what details we need which it doesn't **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Biggest challenge in sales is to maintain the leads and here you get all your leads project wise. Just visit the leads and start from where you left and save your time. ### 27. Data analytics and tracking, missing some features **Rating:** 3.0/5.0 stars **Reviewed by:** Alexandra D. | SDR, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how easy it is to track the success of sales cadences and how accessible all the analytics are for my leads. Being able to quickly access this data is important **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The user interface leaves much to be desired. There is a good amount of customization and custom coding that is needed to functionalize and create an efficient experience. Additionally, more permissions/customization through entering sales cadences is needed. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The benefits I've realized while using sales force is the increased insight into lead/opportunity development. Tracking leads through stages has enabled higher level decision making. ### 28. More amazing SAAS tools in market doing wonders, Still using Salesforce? **Rating:** 2.5/5.0 stars **Reviewed by:** aswani k. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I believe the sales force is a legacy SAAS tool. - However, I love the ease of use - Support 24/7 - Integrations are one of the major assets for salesforce. Whopping 5000 plus integration could help power users a lot. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce is too pricey and hence it's tough for SMBs and startups to adopt. Plans are also too confusing at times for many enterprises. Sometimes it's overwhelming to use because of the behemoth futures it offers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** CRM is its major advantage being a legacy and first SAAS company. Bridging the gaps between internal teams and workspaces. Automating tasks for your different organization's workspaces. ### 29. Almost too customizable **Rating:** 3.0/5.0 stars **Reviewed by:** Desiree A. | Prism Customer Support & Social Media, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2022 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There's a ton of options to cater this to your business. You have a wide variety of tools to achieve many functions to be successful regardless of the industry that you're in. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There's just a lot and it can be a bit overwhelming to manage. I feel like it's often slow if you have too many users and if there's a lot of data for a client it just takes a lot of time to load so not as efficient as I would like to be. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Sales, customer database, customer communications, invoicing, communication between other departments on the team. A lot goes on there and served maybe too many functions for a large business. ### 30. Powerful, but slow **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2021 **Describe the project or task Agentforce Service (formerly Salesforce Service Cloud) helped with:** I use Salesforce to attend solicitations in the IT department of a big and important university in my country. I use it to keep track of the state of the solicitation and to keep in touch with the user who is doing the solicitation. **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It allows me to keep track of all the cases im working on. I like that you can filter the cases by state: in progress, closed. I have used other software such as planner and salesforce is more powerful. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sometimes is really slow and the loading speed of the platform is really slow. I have found myself losing some precious time of my work day waiting for it to load correctly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I can keep in direct touch with the users. It also offers a great way to keep a log of the things you do. You can automatize some process. ### 31. Required for work, works well if you're properly trained **Rating:** 2.5/5.0 stars **Reviewed by:** Heather T. | Project Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2022 **Describe the project or task Agentforce Service (formerly Salesforce Service Cloud) helped with:** Keeping track of client requests and task pipelines. **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The ease of seeing an overview of your tasks, adding new tasks, and storing completed tasks for record-keeping purposes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It's a complicated system to work with, and my organization didn't provide any training. Anyone using Salesforce should have a company-specific introductory crash-course in how to use it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We used it to try to streamline processes in client management. ### 32. Salesforce is handy when having to keep up with submitted requests. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2021 **Describe the project or task Agentforce Service (formerly Salesforce Service Cloud) helped with:** At my job I use salesforce as a ticketing tool to submit/review time off requests, over time requests, and exception requests. We also use this platform for QA. **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** They layout of the website is nice and simple. Categories at the top help filter through what you are looking for. Many clients at my job use this system for knowledge bases and ticketing. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I can't think of anything that I disklike about to system. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We are able to keep track of a lot of things as well as find information about users. ### 33. sales force **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2021 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** its support multiple integration control level of security and privacy company may not want to switch browsers or operating systems, which can be a barrier to digital transformation. but Salesforce is compatible with all major browsers, **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** security is as good as your employees 24hr support cost is increasing as user is increasing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** we use for customers requirements gathering and creating jira from it. we also use for customers communication and maintenance windows time for executing jira . ### 34. Neglected. Horrendous integration with public facing communities. Poor UI for article editing **Rating:** 2.5/5.0 stars **Reviewed by:** Greg S. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2020 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's saving grace is the ability to share knowledge across the SF platform on customer cases, SMS, Facebook messaging, used with chat bots, attach to field service work orders. The introduction of Einstin Article Recommendations is benefitial for surfacing relevant articles to my support team without them needing to go searching for it. It's very clever and I've seen it recommend articles to customer cases when the customer has sent an email full of spelling mistakes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** We only recently migrated to the SF platform and SF Knowledge replaced Zendesk. It's been seriosuly neglected by Salesforce in the transition to Lightning. The UI is just like any other SF screen, with a tiny rich text box which is impossible to use for lengthy articles. It's not fit for knoweldge article editing. I've had to teach the team how to hack the page HTML using the Chrome Developer mode to make the rich HTML box bigger. There's an Idea to fix this from 2 years ago with over 6000 points and still hasn't been addressed by SF. Functionality hasn't all been moved over to Lightning so you need to jump back into Classic interface just to be able to look at what articles are in what data category for example. Filtering by Data Category in Lighting isn't possible. It took me awhile to get my head around the fact that articles are stored in Data Categories internally, yet the external data model is completely different with the use of Topics in Communities. So these need to be mapped in the community to add the topic to articles when you add it to a category. Yet if you change data category, it doesn't delete those existing topics, it'll only adds the new topics from the mapping you created. During our migration, we decided to update a number of Categories/Topics which needed articles to be moved around and now we have hundreds of articles with older topics as well as the new topics. It's quite a mess. It really needs a lot of love by SF. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Having everything in the one platform is hugely benefitial for my team. They're able to help customers from the single platform and have access to all the customer data and supporting product knowledge. They can easily share links to customers as well as embed articles into emails. ### 35. Service Cloud?? **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2020 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Trending tracking tool to be able to communicate internally with other departments. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** When I first introduced into salesforce for service cloud we were coming from another tool called rally to results. Sales force for service cloud is very old or the version that we were introduced to was very old.We could not unique identifiers to be able to identify which case belong to which unit that we had in our inventory the search functionality to me is all over the place.There is no alert notification when task or do you or when task become available it bakes it makes it very hard to keep up with the task at hand if we had reminders or an email notification that went out and we would be able to be able to manage our task in salesforce. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Be sure to get lots training **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** That we can add task to cases. We can’t communicate internally through chatter. One less email and be notified through notifications ### 36. All sales and field service customer-related data integrated and complete on same platform **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Native integration with objects in SalesForce CRM **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Standard functionality does not meet specific equipment requirements, required custom development **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Eliminating siloed databases and sharing/updating customer-related information between different company functions ### 37. Salesforce as a cloud **Rating:** 2.5/5.0 stars **Reviewed by:** Lukasz R. | Senior Internal Business Advisor , Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2020 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The UI design is pretty straightforward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Lacks the solutions that Google drive has **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** When you work with Agile there's no better tool to have implemented with Jira **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Well the benefits are pretty straightforward, have the cloud on the go and whenever it is needed. Although despite the fact that it uses Cloud solutions it's also pretty much safe to use it. ### 38. Salesforce is Great. Once set up. **Rating:** 2.5/5.0 stars **Reviewed by:** Christopher P. | Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Slack is so easily used by everyone. Even if you are not familiar with other programs that are similar. This one is easily the one that takes the cake in my experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There are a few things about Salesforce that I didn't prefer. Salesforce Desk to me was just a glorified notebook if not set up correctly, or thoroughly. Because of this the learning curve was huge when getting into specifics and getting fields to link. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** I recommend it to any large companies that need huge data management. However for smaller / midsized companies it can be a lot of handle. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We currently we migrating to a different platform. Salesforce was great for a few years, but has become a little bit to much. ### 39. Lacking in some departments but best in Leads management **Rating:** 3.0/5.0 stars **Reviewed by:** Don G. | Customer Support Specialist, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The ability to systematically make, manage and handle leads and their tickets are the best part of it, everything you need as long as the features are turned on for you are easily accessible in one page. The best part is everything is in the cloud and you don't nees to worry about losing data. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Waht i dislike most about live agebt woukd be thw lack of freedom to make changes to the layout and how the system would interpret macros and commands which is very bothersome especially if you are trying to meet a certain quota or in the rush. But that issue got easily solved when we implemented Lightning **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** What i recommend would be trying SF Lightning instead. It has more features and functionalities while still being under the Salesforce network **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Wgat is solved was our constant worry about losing lead data and statistics which is very important for our forcasting. After implementing the only problem we uad to deal with would be how to interact with the leads ### 40. Decent Ticketing Service **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's very easy to tag other users and shift the status of a ticket. The options for creating your own view of the open cases are pretty in depth and useful. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** You have to refresh the page to make sure it's actually updating, it doesn't do it very well on its own. The milestone countdowns are often inaccurate or appear to be running down when they're actually paused. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use Service Cloud for a few different functions, but I personally use it to answer questions from our Sales and Customer Success teams to help their customers out. It functions as an internal help desk with good ticketing. ### 41. Salesforce for a Client Success Manager **Rating:** 3.0/5.0 stars **Reviewed by:** Luke K. | Client Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce is a great tool to keep up to date notes on what stage my clients are at: onboarding, training completed, 1 to 3 months ramping up, etc. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce can get a bit cluttered between the opportunity page, account page and instance page. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** This is a great tool to manage you clients on a day to day basis! **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud allows me to keep tabs on all my active and inactive (past) accounts. The main benefit being the accounts opportunity amount which allows me to gauge up-sell opportunities. ### 42. Salesforce is customizable but can be buggy on customizations **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Enterprise (> 1000 emp.) **Reviewed Date:** June 27, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce records are the sole source of truth and information for our company. Different departments and teams have full transparency into our pre and post onboarding processes here at our company. Salesforce has been customizable to ensure that every step in our process is accounted for and streamlined. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike that our process for pre-onboarding can be buggy when multiple accounts or contacts have been created. With mistakes and dups the process can take double the amount of time. Many times this is human error but it would be helpful for an easier more user friendly fix. Salesforce can seem like a black box to a daily user. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We are are tracking recruits and new agents in our company. Solving the problem of multiple locations for information. With Salesforce we have 1 location for recruit and official agent information. It also kick off the automation process for our agent communication. We have customized and integrated a product called Enboarder. ### 43. My typical experience with Salesforce is pretty smooth but it can sometimes hold up our process. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce houses most of the information we need about our customers. For the most part, it's an easy source to navigate which lays out our onboarding process in a clear way. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** If something goes wrong in Salesforce it's difficult to fix that issue or have someone fix it. Sometimes we get a prompt response but others it seems as if the ticket we submit gets completely lost and we never hear back. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Sometimes there is a delay in what we update and the time that it actively shows. The benefit of salesforce is that it allows for our onboarding process to be in one place and communicate to multiple teams. ### 44. Gets the job done **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The UI is pretty clean and easy to navigate. The tabbing for multiple cases is also very handy **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The fact that it is slow, to the point where I have had to cap the amount of CPU and RAM resources it uses **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Salesforce is certainly 9ne of the better options out there and integrated with other products nicely **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce makes it easy for customers to directly comment on their cases and see updates ### 45. It serves its purposes, but will not be an industry leader in 2 years **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like all of the functionality that it offers. I can do nearly everything that I need to. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It is too expensive and has a steep learning curve. Expand upon the automation for things such as Flows. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I am automating a lot of our common repeatable tasks. It is reducing human errors. ### 46. Mediocre CRM **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like some of the options for customization and the fact that you can link to outside sites and information within the platform itself. When added tools like product visualizers are working a d implemented, the integration makes things that much easier to get to our customers. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike how dated the system feels when using it. It feels as though there are a lot of different moving parts that have been pieced together, that normally would not fit.It is not visually appealing and it extremely easy to lose your place. When using multiple tabs, the performance suffers drastically. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Try to make sure you have someone who is familiar with Salesforce. Complete utilization can be extremely helpful, especially when using the social aspect of the product. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** CRM and database resolutions are the main use for us. We do use the social aspect of it that is built in which makes it pretty easy to communicate with the masses or individuals with updates. When searching in Salesforce, all of the data is presented to you which can be useful. ### 47. Its an Okay app. **Rating:** 2.5/5.0 stars **Reviewed by:** Jasmine S. | CEO , Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The thing that I like the best is that its easy for you to communicate with co- workers and others through the site.There's not really anything WONDERFUL about the site that would make it worth using. I've seen plenty sites that were extremely useful **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What I dislike about the site is how complicated it is to use . In order to use you would have to watch loads of tutorials which are useless when there's other sites/apps that provide the same service but is easier **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I haven't really solved any problems using sales force. I dont really see huge benefit ### 48. Good way to address complaints **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **Describe the project or task Agentforce Service (formerly Salesforce Service Cloud) helped with:** Customer, supplier and internal non conformances **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Easy way to link multiple groups and have people across the country use the same case **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Reporting and tracking of anything that is closed is not intuitive **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Consolidate all non conformance reports ### 49. Can be confusing **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** That everything can be stored in one spot for many people to view. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Making changes can be confusing. I often don’t know what account a change is being linked to and then it will save it’s saved but won’t appear in the tab. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Go through a training prior to jumping in and using it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Sometimes things that seem to actually appear after saving. It is, however, a great centralized location for all information to be stored. ### 50. it works but nothing like a personal touch **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's efficient for companies that have to handle a large client list, but for a small firm/ opperation like the one I was at the cost did not outweigh the benefits the product offered. also the business prefeer the touch of a personal call compared to a client portal. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** In personal consulting, or consulting in general that doesn't service large companies, nothing can really make up for effective human interactions and a personal call when a customer needs help. The product could be used to resolve small issues, but for a small business the product cost more than the value it adds to our clientele. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** it gets the job done, again, a real person always feels more personable **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** A 24/7 customer questions service, so when we couldn't answer the phones/ email there would be something to answer their questions. We quickly found the clients much preferred just to call the office and have their questions answered that deal with a weird portal they had not used before and management opted out of the software. ## Agentforce Service (formerly Salesforce Service Cloud) Discussions - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) - 2 comments, 1 upvote - [How has been your experience with the support?](https://www.g2.com/discussions/how-has-been-your-experience-with-the-support) - 2 comments, 1 upvote - [How do I integrate my other products and systems with Service Cloud?](https://www.g2.com/discussions/implementing-service-cloud) - 2 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [View Agentforce Service (formerly Salesforce Service Cloud) pricing details and edition comparison](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews?filters%5Bnps_score%5D=3&page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+12%3A06%3A03+-0500&secure%5Bsession_id%5D=312fd2c8-d155-4972-a979-ceeb2e7c16f6&secure%5Btoken%5D=9e6ef8131db02cfdbe9601f6d690705df00311dc933da0122cdd7d76f29f6113&format=llm_user) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations - [Agentforce Communications (formerly Salesforce Communications Cloud)](https://www.g2.com/products/agentforce-communications-formerly-salesforce-communications-cloud/reviews) - 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[Zapier for G Suite](https://www.g2.com/products/zapier-for-g-suite/reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - Generative AI **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **System Management** - Security - System Monitoring - SSL Security - GPS **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (480 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 4.3/5.0 (679 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,588 reviews)