I use Agentforce Service for handling customer service cases through various channels like chat, email, and telephony. It really helps in reducing call handling time and case volumes due to its efficient case routing and agent experience. I appreciate the Service Console a lot since it offers a highly practical and customizable user experience for customer support agents. It centralizes information on one screen, enabling agents to serve customers better and faster. Additionally, I switched from Siebel to Agentforce Service because of its modern user interface and the service channels that our customers actually want. The configuration and setup of Service Cloud were relatively straightforward despite the challenges of process and change management from transitioning from a legacy system. Review collected by and hosted on G2.com.

We have recently seen a spike in the number of email bouncebacks and would like to see more out of the box solutions in able to deal with this issue. Any implementation from long-standing, legacy system is challenging, but the configuration and setup of Service Cloud itself is relatively straightforward. Process and change management is where we saw our challenges. Review collected by and hosted on G2.com.

I like that Agentforce service helps customer support people answer questions very fast. It keeps all customer information in one place so that work becomes easier and organised. Review collected by and hosted on G2.com.

Sometimes it feels a little slow when much data is loaded at once so it would be better if the features were simpler for small businesses and students to use Review collected by and hosted on G2.com.

I like how easy Agentforce Service is for the agent to use and customize. We have implemented a customization with a customer banner that streamlines bringing in personal details, order details, and device details, which helps us support customers quicker. I also appreciate some of the new out-of-the-box capabilities for messaging within the app and web. Additionally, the initial setup was very simple, which was a big plus for us. Review collected by and hosted on G2.com.

For messaging in app and web it would be great to provide some out of the box metrics such as bot handling time and agent handling time so we can easily measure how quickly an agent is able to support a customer. Also to extend the inactive period to allow for it to be longer than 30 minutes if you wish. We would like to try an hour or two to see if customers come back to the chat. Seems extreme to go from 24 hours enforced to a range of 5-30 minutes. Review collected by and hosted on G2.com.

What I like best about Salesforce Service Cloud is how powerful and scalable it is for managing customer support. It brings cases, omnichannel communication, automation, and reporting into one place, making it easier for support teams to work efficiently and deliver consistent customer experiences. The flexibility to customize workflows and integrate with other tools also makes it a strong fit for growing support operations. Review collected by and hosted on G2.com.

What I dislike most about Salesforce Service Cloud is the complexity and learning curve. It can feel overwhelming at first, especially for smaller teams, and many customizations require admin or technical support. Additionally, costs can add up quickly as you scale users, features, and integrations. Review collected by and hosted on G2.com.

I like best about Agentforce Service is its power to use multiple customer service operations on a single platform with options to have various automation and customization.

I Like multiple features like flows, AI recommendations, This gives us option to manage cases across email,chat,phone which ultimately enhance customer experience. Review collected by and hosted on G2.com.

I sometimes do not like the complexity of tools that it provides. Its hard to efficiently use it the way it is designed or I would say configured because it has a dependency on data quablity. Also its a bit expensive after add-on features and license. Review collected by and hosted on G2.com.

AI-driven service with Agentforce provides a seamless experience across chat, voice, email, social media, WhatsApp, and more. Powerful tools like Flow and automation rules help streamline repetitive tasks and keep day-to-day work moving smoothly. It also includes a built-in knowledge base with AI suggestions that support both agents and customers. Review collected by and hosted on G2.com.

The total cost of ownership (TCO) may increase. It requires significant setup effort and the right level of expertise to get everything configured properly. The AI component (Agentforce) is still maturing. Review collected by and hosted on G2.com.

I really like the paid service aspect of Agentforce Service, especially how it lets me build and configure my own agents to fit my business use case. I also appreciate the product's UI and the intelligence behind interacting with different cases. Setting up Agentforce Service was very easy, which is a huge plus for me. Review collected by and hosted on G2.com.

I think the one suggestion is that if there is an intelligence layer of how you can handle the cases, that will be very helpful. Or, you can add some more configuration on part of that. Review collected by and hosted on G2.com.

I like agentforce service because it helps customer service team answer questions quickly. It keeps all customer information iun one place, so helping people becomes easier. Review collected by and hosted on G2.com.

I dislike agentforce can be hard for new users to learn. Sometimes it feels complicated because there are many features and settings. It can also be expensive for small businesses to use. Review collected by and hosted on G2.com.

What I like most about agent force service is how it is centralizes customer support operations in one platform.The automation features reduces manual work by assigning cases and sending updates.The platform is so scalable and customizable. Review collected by and hosted on G2.com.

One downside is that the platform can feel complex for new users and requires training to use efficiently.Some customization take time to configure.Licensing costs may be high for smaller businesses. Review collected by and hosted on G2.com.

What I like most about Salesforce is customizable and user friendly the platform is. Being able to manage PO's, billing, and time submissions all in one place saves a lot of time and keeps projects moving smoothly. Review collected by and hosted on G2.com.

While Salesforce has been very useful overall, there is definitly a learning cruve when first using the system. Some processes can take several clicks to complete, but once you become familiar with the site, it becomes much easier to navigate. Review collected by and hosted on G2.com.