# Agentforce Service (formerly Salesforce Service Cloud) Reviews **Vendor:** Salesforce **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,329 ## 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 appreciate the **ease of use** of Agentforce Service, which streamlines processes and simplifies configuration and management. (1705 reviews) - Users appreciate the **centralized support interactions** of Agentforce Service, enhancing case management and customer satisfaction significantly. (1497 reviews) - Users love the **efficient case management** feature of Agentforce Service, enabling quick access to crucial information and resources. (1479 reviews) - Users value the **efficiency** of Agentforce Service, saving time with a comprehensive view and powerful automation tools. (1297 reviews) - Users find the **unified interface** of Agentforce Service invaluable for efficiently supporting customers and streamlining processes. (821 reviews) - Centralization (690 reviews) - Automation (684 reviews) - Integrations (678 reviews) - Customization (656 reviews) - Customer Satisfaction (627 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service challenging, complicating configurations and integration across platforms. (912 reviews) - Users find the **steep learning curve** challenging, especially when dealing with complex customizations and integrations. (787 reviews) - Users note a **steep learning curve** for Agentforce Service, requiring expert guidance to fully utilize its features. (628 reviews) - Users find the **cost can escalate quickly** , making it a significant barrier for teams with limited budgets. (585 reviews) - Users find the **lacking features** in Agentforce Service to complicate usability and hinder overall effectiveness. (584 reviews) - Complex Usability (552 reviews) - Limitations (548 reviews) - Limited Customization (501 reviews) - Limited Features (455 reviews) - Difficult Implementation (408 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. Highly Customizable with Stellar Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Lindsay P. | Application Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really enjoy using Salesforce Service Cloud for its high customization flexibility, making it adaptable across different business divisions with ease. It allows me to create workflows and track milestones effectively, ensuring timely case management. The speed and automation capabilities streamline processes, and its intuitive interface makes setup straightforward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don’t have any dislikes at this time. It currently meets my needs well. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud customizable for different business needs, preventing cases from slipping through cracks, and tracking SLAs easily. It aids in automating workflows, improving efficiency across business units with simple segmentation and action plans. ### 2. Complex Set-Up, But Streamlined Operations **Rating:** 5.0/5.0 stars **Reviewed by:** weidawangster . **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find that Salesforce Service Cloud is working very well for us, particularly in streamlining our service call processes. It has centralized everything, allowing us to efficiently manage cases, investment accounts, and contact information, resulting in a connected and cohesive workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found setting up Salesforce Service Cloud to be quite challenging. We only have one technical person on our team, and it took us six months to set up the basic functions like knowledge management and case management by ourselves. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud streamlines case management, connecting everything inside Salesforce, and thus enhances our service efficiency. ### 3. Streamlined Case Management with Powerful Workflow Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the workflow automation capabilities it provides which streamline the whole case management process more efficient through different channels. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the initial setup cost which is a bit higher for smaller business. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use it to automate my case management process for better customer satisfaction. ### 4. Allow to Customize and Decide Quickly **Rating:** 5.0/5.0 stars **Reviewed by:** Diana Selene L. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how the platform allows us to customize, which I consider the most interesting thing it can offer. Additionally, it provides buyer visibility that helps us make decisions quickly. The customization and URL management functionality is particularly useful for my work, and the previous experience of using Salesforce Service Cloud has been positive. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't like integrations with other software. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The platform allows me to personalize and better understand the customers, having visibility of the buyer, which makes it easier to make quick decisions. It also helps me understand the students' intentions and compare with other universities. ### 5. Service Cloud for Salesforce **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff P. | Contact Center Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service cloud allows our agents to better serve our customers by allowing them to focus on the conversation instead of processes, taking notes, or any other tasks required of them. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The biggest challenge with Service Cloud is that it is customizable to fit your needs. While this is a benefit, it is also a challenge since the options available are many. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It is streamlining how our agents serve our customers. Allowing our agent to focus solely on our customer and not the tools they use provides our customers with a better experience and more interactive conversations with our agents. ### 6. Transforming Customer Support with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Rajib D. | Manager - Marketing Automation & Campaign Solutions, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud provides a unified and scalable platform for managing customer interactions efficiently. Its automation capabilities, case management, and AI-driven insights through Einstein enable faster resolution times and improved customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is highly capable, its setup and configuration can be complex, requiring significant time and expertise to optimize. Additionally, licensing and customization costs can increase as the solution scales **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps centralize customer interactions, streamline case management, and improve response times through automation and AI. It enables better visibility across teams, enhances customer satisfaction, and supports data-driven decision-making for continuous service improvement. ### 7. Exploring Salesforce's Potential for Sales Pipeline and ERP Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Camilo C. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the potential of Salesforce Service Cloud to enhance my commercial operations by providing detailed tracking of the sales pipeline and managing KPIs effectively. Its integration with existing information systems, particularly ERP systems for financial and cost accounting, seems promising for accessing crucial business information. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I anticipate that getting started with Salesforce Service Cloud will be challenging, requiring significant change management for my team. I also think it needs to be easier to use to make it more accessible. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I anticipate Salesforce will improve sales pipeline tracking and manage KPI, enhancing my commercial operations and consolidating sales data. ### 8. Intuitive and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie A. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It’s Intuitive. Streamlined. User friendly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The UI needs some improvement. Some UX design too. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** All customer support tickets. ### 9. Valuable for Client Service, Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Tanvi s. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud is helping us to service our clients much better, which is a win-win situation for us. I find the way it is able to answer customer questions very impactful, enhancing client service significantly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found setting up Salesforce Service Cloud to be a bit difficult. There were challenges primarily related to data that was quite unstructured, which complicated the onboarding process. Additionally, I wish that the process could be made simpler overall. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud helps us service clients much better, enhancing client service and making a positive impact. ### 10. Powerful Unified Support, but Steep Learning Curve for New Users **Rating:** 4.5/5.0 stars **Reviewed by:** Harshit S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud brings everything together — customer data, cases, and communication — into one unified console. It helps service teams deliver faster, more personalized support across every channel. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Service Cloud is incredibly powerful, it can feel overwhelming for new users. There’s a steep learning curve, especially when setting up customizations or understanding all the automation capabilities. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps centralize all customer interactions — email, chat, phone, and social — in one place. It eliminates silos, so every agent has full context to resolve cases faster and deliver more personalized service. ### 11. Streamlined Customer Connections with Robust Customization **Rating:** 4.5/5.0 stars **Reviewed by:** M. B. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency. ### 12. Streamlined Communication and Case Tracking Made Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Somtochukwu T. | Executive Assistant/ Virtual Assistant/ customer service representative, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There ability to streamline communication and track support cases well it helps me easily monitor progress and helps me save time too **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It feels very complex at first and a bit hard to understand but if you take time to learn you will mot regret using it . **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps me manage and track requests and communication with different teams without me missing out on any thing. ### 13. Wow! Really good service tool.. **Rating:** 4.0/5.0 stars **Reviewed by:** Vaibhav M. | Salesforce admin, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Our org moved from Zendesk to Service cloud and we have improved our productivity by 10X. Deginately a best product available in market for a growing organisation. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Ahh,..overall its been good for us but its cost, complexity, learning curve, integration challenges, performance/scalability concerns, and some issues with customer support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses customer support challenges by increasing efficiency, delivering a comprehensive view of each customer, automating routine tasks, and supporting multiple communication channels. As a result, it helps boost customer satisfaction, provides a competitive edge, and enables more informed decision-making through valuable data insights. Thank you. ### 14. Powerful and Flexible, but Complex to Configure for Admins **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like Salesforce Service Cloud as an admin because it gives me powerful tools to streamline case management, automate workflows, and deliver faster, more personalized customer support. Its flexibility and easy customization make it simple to tailor the platform to our team’s exact needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** As an admin, I dislike that Salesforce Service Cloud can be complex to configure, with a steep learning curve for new features and updates. Some setup tasks require multiple steps or workarounds, and managing permissions or integrations can get time-consuming. It can also feel overwhelming when troubleshooting issues across different objects or automations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves issues like disorganized support and slow response times by centralizing customer interactions and automating routine tasks. It helps me manage cases more efficiently, ensure consistent service, and focus on improving the customer experience. ### 15. Great for Insights, but Reporting Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** As a Senior Manager in Operations, Service Cloud allows my team a place to measure, track and gain actionable insights into the types of issues we’re supporting in resolving to better advocate for the efficiency of the business and our own processes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Reporting is not intuitive and requires an intimate knowledge of objects and their relationships. Templating repeat metric use cases would resolve a massive amount of manual lift and dependencies on SMEs. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Casework is the bread and butter of our business supporting internal users, who are ALSO users of Salesforce so the relatability is shared. ### 16. Effortless Integration, But Needs Simpler Usability **Rating:** 2.5/5.0 stars **Reviewed by:** Jaina B. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the integration with Salesforce Sales Cloud, which effectively centralizes membership data and enhances functionality. The platform's simplicity in setup and use is impressive, which ensures a smooth onboarding process. I also value the robust support features, like knowledge support articles and searching capabilities, which significantly aid my customer support initiatives. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would make it easier to use. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to streamline customer support, helping agents answer questions efficiently. Its integration with Salesforce Sales Cloud provides access to membership data and enhances customer interactions through knowledge support articles and user journey tracking. ### 17. Great Usability, Expensive for Call Center Optimization **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff S. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the CTI and IVR integration very useful for optimizing call center operations and agent case resolution. The setup process was not difficult, which was a significant relief. The usability of Salesforce Service Cloud is impressive, making it a platform I would choose again. I am very likely to recommend it to others, which reflects my satisfaction and confidence in the service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the cost of using Salesforce Service Cloud to be quite high. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use Salesforce Service Cloud for call center optimization and agent case resolution, leveraging CTI and IVR integration for efficiency. ### 18. Easy Setup with Powerful AI, Needs Smoother Implementation **Rating:** 4.5/5.0 stars **Reviewed by:** alejandra g. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I value Salesforce Service Cloud for its simplicity in setup and its ability to enable customers to self-serve through Experience Cloud. The ease of building new sites using the available web components is also impressive. Additionally, the AI functionality is a significant factor for me in considering future investments. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that implementing Salesforce Service Cloud out of the box could be easier. Even though setting it up isn't difficult, enhancing the simplicity of implementation would be beneficial. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product to enable customer self-service and easily build new sites with Experience Cloud's web components. ### 19. Powerful 360° Customer View and Automation, but Complex Setup in Service Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Raymond L. | Principal Systems Programmer, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Service Cloud gives a 360-degree view of the customer and streamlines support through automation, AI, and seamless integration across channels. It helps deliver faster, smarter, and more personalized service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud is powerful but can be complex to configure and maintain. It requires thoughtful setup, user training, and governance — but once optimized, it delivers tremendous value in service efficiency and customer experience. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud solves the problem of disconnected service systems by centralizing all customer interactions and automating key workflows. It helps agents resolve issues faster, increases visibility, and enhances customer satisfaction. ### 20. Reliable Tool with Cost Considerations **Rating:** 4.0/5.0 stars **Reviewed by:** Sri . **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud invaluable for supporting customers, especially in resolving issues efficiently. It enhances our service quality and makes our customers feel appreciated and supported, which gives us a competitive advantage. The setup was smooth due to our prior use of Sales Cloud, and live chat and article features are particularly beneficial. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I have concerns about the cost of Salesforce Service Cloud, which may not be affordable for some organizations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to support customers by resolving order accuracy issues, enhancing live chat support and making interactions feel seamless and efficient. ### 21. Absolutely Essential for Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Ishrat B. | Salesforce Coach **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I absolutely love Salesforce Service Cloud for its seamless integration and comprehensive features like enhanced chat, service replies, and agent force implementation. The setup was a breeze, supported by ample guidance and documentation. It's an essential tool for handling millions of customer interactions at especially with the Customer 360 capabilities. The product's constant evolution with more features than five years ago is impressive, and I enthusiastically recommend it with a perfect score of 10 out of 10. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for managing millions of customer interactions efficiently benefiting our customer 360 team significantly. ### 22. Effortless Email and Meeting Integration with Salesforce **Rating:** 5.0/5.0 stars **Reviewed by:** Jillian I. | Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** November 12, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the ease of linking emails and meetings to salesforce through the cloud. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Whenever I encounter issues or challenges, it offers helpful guidance. ### 23. Powerful, Unified Customer Service with Salesforce Service Cloud—But at a Cost **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Farming | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud excels at centralizing customer service operations in one powerful platform. Its omnichannel support seamlessly manages inquiries across email, phone, chat, and social media, ensuring consistent service quality. The intelligent case routing and automation features dramatically reduce response times while boosting agent productivity. What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.​​​​​​​​​​​​​​​​ **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** High costs, steep learning curve, complex customization, overwhelming features—Salesforce Service Cloud demands significant training, dedicated IT support, ongoing maintenance.​​​​​​​​​​​​​​​​ **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Taking in and managing service cases of our farmers. ### 24. Efficient and Personalized Support with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Isaac M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce Service Cloud streamlines customer support by unifying cases, channels, and knowledge in one platform powered by AI to deliver faster, more personalized service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find it frustrating that Salesforce Service Cloud can be quite complex to set up, and it often demands significant customization to truly fit specific service workflows. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses the challenges of fragmented customer support and delays in case resolution by bringing all interactions into a single platform. It streamlines processes through workflow automation and leverages AI to provide quicker, more consistent, and data-driven service experiences. ### 25. Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel G. | Concierge Representative, Automotive, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Fast, efficient system that streamlines processes **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end. ### 26. Effortless Case Management Boosts Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Salesforce S. | Software Engineering Manager, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud to be superior in service technology compared to other CRMs. The functionality in case management and customer feedback tracking within the Salesforce ecosystem is excellent. The ease of customization and using existing objects enhances its usability. Case routing directly benefits our company by effectively assigning tasks to the right teams. I appreciate how effortless it is to configure, manage cases, and use case routing rules. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** None **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product routes cases directly to the right service team members, improving efficiency with case routing rules and benefiting our company greatly. ### 27. Salesforce Service Cloud: Fast and Efficient with 360 View **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica V. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how Salesforce Service Cloud allows executives to see customer information in 360 degrees while talking to them, making calls faster and more efficient. This feature helps provide a more personalized and efficient service to the customer. Additionally, the ease of connecting more clouds is a significant attraction for me. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found that the initial setup process was complicated due to my team's lack of technological knowledge. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Executives can see 360-degree customer information during calls, making them faster and more personalized. ### 28. Customizable Features, Minor Complexity Hurdles **Rating:** 4.5/5.0 stars **Reviewed by:** Laura B. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for allowing our multiple teams to work seamlessly on the same platform while sharing the same information. The tool is indispensable for efficiently managing consumer contacts and sales operations in one place, enhancing our team's productivity. The robust suite of features and the customizability through managed packages ensures that it's perfectly tailored to our needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the complexity of the permissioning and access policies in Salesforce Service Cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud helps manage consumer contacts and sales efficiently in one place, aligning our teams with shared information. ### 29. ¡Service Cloud la mejor opción! **Rating:** 5.0/5.0 stars **Reviewed by:** Jesus M. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the management that is in place for daily support to our clients, because it allows interaction in various ways. We use online chat to resolve incidents that occur and affect our clients' operations! We use cases for problems that require greater complexity and even the charter for quick interaction as well! **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The only disadvantage is that we still cannot use it on the cell phone for chat or line support. Everything else is very functional. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Incidents that occur during the interaction we have with other systems or in the handling of the tool. ### 30. Ideal for Managing Sales, Would Change Language Support **Rating:** 5.0/5.0 stars **Reviewed by:** Ismael O. | Senior Salesforce developer and consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the sales process of Salesforce Service Cloud, which is fundamental for us and motivates us to purchase it again. Additionally, the initial reports and sales funnels, along with lead management, are tools we use daily and find extremely useful. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What bothers us the most is that we cannot put it in Urdu. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves account sharing issues and provides clarity for taking action on leads. We use initial reports and sales funnels daily, improving our sales process and lead management. ### 31. Improves customer service experience for users and customers alike **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service cloud's native features offer robust customer service options, including support for SLAs and multichannel support offerings. Coupled with additional third party solutions, case creation by customers is simple and seamless, improving self-service options. Recent AI advances also open up many more options to improve customer service for those ready to take advantage of the new technology. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The calendaring options aren't as robust as I'd like and tasks/activities aren't as flexible as they could be, although I appreciate the option to create multiple tasks by assigning them to multiple people now. Also, consumption based pricing for Agentforce makes it cost prohibitive for smaller companies to leverage new functionality. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service cloud allows customers to centralize their support activities, allowing for faster resolution and collaboration across teams, reducing the time to resolution significantly. ### 32. Powerful Overview Despite Challenging Setup **Rating:** 5.0/5.0 stars **Reviewed by:** noa s. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how it arranges the times between our services, which helps in managing our operations efficiently. The high-level overview it provides of all my services is incredibly useful for keeping track of everything we handle. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud very difficult and complicated. The complexity of setting it up was a significant challenge. I would like the setup process to be improved to make it much easier. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to arrange times between all our services, providing a high-level overview of our entire services. ### 33. Great Features, but Sometimes Hard to Find What I Need **Rating:** 4.5/5.0 stars **Reviewed by:** Matt O. | Software Architect, Senior Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There is already so much available that, at times, I find no customization is necessary. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, it can be challenging to locate the specific feature I’m looking for or to figure out whether customization is necessary, simply because the system is so extensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Case automations make sure that issues are being routed to the right people. An external experience site using LWCs allows us to maintain branding and appearance. Custom objects take care of anything that isn't included. The nearly infinite customization options let us follow whatever logic and process is needed. ### 34. Smooth Onboarding and Customizable User Management **Rating:** 5.0/5.0 stars **Reviewed by:** Abhilash . | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** One of the feature that we are using is the user management system for our lms and it is having a smooth onboarding process with lots of customized panels. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sometime user entry seems to take some time to show up after it is entered maybe the data sync seems to be slow sometime. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The user management is a nightmare working in large organisations and it solves this issue really well ### 35. Customizable and Efficient with Room for AI Enhancement **Rating:** 4.0/5.0 stars **Reviewed by:** Corey R. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate Salesforce Service Cloud for its easy customization and efficiency in managing and resolving cases. The ability to build out particular business processes is incredibly beneficial. I find the customization features particularly useful, especially with flows and automated processes. The ease of handling case assignments enhances our workflow significantly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that Salesforce Service Cloud could improve in its appeal by being more modern or 'cool.' **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for easy customization and building business processes to manage and resolve cases efficiently, simplifying workflows through automation and case assignments. ### 36. The Best CRM System Ever **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** You're able to customize so much as far as the layout and components, therefore increasing the advisors happiness. It's the most comprehensive way to store customer data and their previous interactions. The Service Cloud is the best program I've worked with. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I wish there was an ability to send mass emails to accounts and link the activity on all. That would help save time for advisors on a massive scale. It would be nice to be able to also log a call to more than just two accounts in case there's a contact regarding to more. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Ability to house so much data on leads and callers. It's easily organized, easy to locate and understand for an advisor. The searchability is wonderful for looking for a phone number, name or address. ### 37. Efficient Omnichannel Support with Powerful Tools, but Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud gives our support teams a unified workspace to manage customer inquiries, automate workflows, and deliver faster resolutions. The omnichannel support—integrating cases from email, chat, and web—saves time and ensures consistent customer experiences. Its reporting and dashboards make tracking SLAs and team productivity effortless. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some advanced configurations and automation rules can get complex without admin expertise. The UI occasionally feels heavy when handling large data volumes, but overall performance is solid once optimized. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use Service Cloud to centralize customer communication, reduce manual case handling, and gain better visibility into service metrics. It’s helped us automate case routing and escalations, cutting our response time by nearly 40%. The integration with Salesforce CRM and other business units like AdSales and Circulation allows seamless collaboration between support and operations teams. ### 38. Automation Powerhouse with Intuitive Ease of Use **Rating:** 4.0/5.0 stars **Reviewed by:** Jaouad A. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud incredibly valuable for its ease of use, which facilitates the handling of email-to-case functionalities and case resolution seamlessly. I appreciate how it enhances automation processes, provides much-needed visibility, facilitates sharing among teams, improves reporting, and ensures transparency across business units. The case management and knowledge articles features are also notably beneficial. The integration with other software like Genesys further extends its capabilities. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Price **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to solve lack of automation, visibility, reporting, and team sharing. It adds transparency to business units, enhancing our operations. ### 39. Useful Contact Management but Needs Better Data Integration **Rating:** 2.5/5.0 stars **Reviewed by:** Paul F. | Full Stack Developer **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the management of all contacts and the ability to create cases very useful. It helps in efficiently organizing and handling customer service scenarios, ensuring that warranties and orders are processed promptly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find it challenging to keep the data clean, specifically regarding duplicates in contact information. Additionally, I would like the process of importing data from one system to another to be easier, as this would significantly streamline operations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product for managing customer service, ensuring prompt processing of warranties and orders, and effectively managing contacts while creating cases. ### 40. Effortless Case Management with Mobile Accessibility **Rating:** 5.0/5.0 stars **Reviewed by:** Khuzaima E. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud straightforward and simple for basic tracking needs. Its ability to manage proper SLAs ensures nothing is missed for customers, which helps us react to customer information efficiently. I also appreciate the trackability and reporting, which keeps service request aging in check and has overall been beneficial. Furthermore, its easy accessibility through mobile devices is a significant plus. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** No issues at this point **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to automate manual processes, improving case management and service report tracking, ensuring proper SLAs, and providing straightforward customer information reaction. ### 41. Powerful Customization and AI, but Expensive and Complex to Master **Rating:** 4.0/5.0 stars **Reviewed by:** Anand D. | Sr. Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This platform is powerful and offers a high level of customization for customer service management. I appreciate its case management automation features, as well as the robust AI integration it provides. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The product is quite expensive and comes with a steep learning curve because of its complexity. In many cases, you may need an experienced administrator or consultant to achieve full optimization. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** One of the major advantages of this tool is its built-in AI features and automation for managing customer service. Routine tasks can be handled automatically, which is a significant benefit. ### 42. Service Cloud: Elevating Customer Interactions Effortlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Maura F. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud allows easy interactions with customers at any time, which is vital for our operations. The transition from Sales Cloud to Service Cloud was seamless due to the simplicity and support from our Salesforce team. Its omnichannel capabilities, coupled with email, bots, and chat features, have been incredibly useful for our operations, especially in providing a white glove customer service experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Really nothing! **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Service Cloud enhances customer interactions, enabling our small team to deliver a white glove experience to a large customer base effortlessly. ### 43. Efficient, Easy to Use, and Highly Recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Ankita D. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how easy Salesforce Service Cloud is to configure and use. Its 360-degree customer view and the utility bar with integrated chat and call center features vastly improve customer service. The console app is another great feature, keeping everything accessible on one page. The automation and routing capabilities efficiently address high-priority cases quickly, ensuring customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not much. It’s been from long time and it’s mature now **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The product simplifies case resolution with easy configuration and automation, offering a 360-degree view for efficiency. It resolves cases quickly, enhancing customer satisfaction. ### 44. Effortless Efficiency with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Jacquie R. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the support and onboarding features exceptional, making our transition smooth. The onboarding process was easy, which reflects Salesforce's commitment to user-friendly experiences. Service Cloud enhances efficiency by providing real-time updates, allowing us to help injured workers return to work faster and save lives, which is invaluable. The overall platform is impressive in its ability to address our organizational needs effectively. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the restrictions within Salesforce Service Cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud increases efficiency and provides real-time updates, enabling faster resolution for injured workers and saving customers' lives. ### 45. Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It helps manage cases and allow for a lot of data tracking and reporting **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The user interface on classic leaves a bit to be desired. I think lightning would be better but we are not switching yet. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** It's definitely a lot better than the alternatives. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The ability to track and manage our cases. ### 46. Great CRM Integration with customer relationship channels **Rating:** 5.0/5.0 stars **Reviewed by:** Leandro C. | Energy Trader, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The integration with customer relationship channels makes it easier for us to connect with our clients and manage support cases efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, it is necessary to purchase a series of additional licenses to ensure everything functions properly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Previously, we struggled to manage all the emails we received from customers, which required us to dedicate a large team and spend a significant amount of time on these tasks. However, after implementing the email-to-case integration, we were able to streamline our team and handle every issue raised by customers much more efficiently. ### 47. Salesforce Service Cloud is key for our Next Generation Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Dan S. | Forretningskonsulent, Enterprise (> 1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** A modern and intuitive user interface with the ability to easily configure business rules and processes. Salesforce Service Cloud has been vital for us in order to implement our strategy. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Being a Danish customer some regional or language specific features might be released quite late. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Supporting an omni-channel strategy for Customer Service. ### 48. Service Cloud for Customer Care **Rating:** 5.0/5.0 stars **Reviewed by:** Yana K. | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** One of our Customer Care groups recently migrated to Salesforce Service Cloud and saw time savings right away with Email to Case functionality along with reporting which the team struggled previously **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What i don't like about Salesforce Service Cloud is that we can't keep up with changes and miss some good existing opportunities that can help our teams to work smarter and not harder **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud is helping our Customer care, Operations and Sales support groups to be more productive, being able to service customers faster while working together. ### 49. Efficient Case Management and High Customer Satisfaction with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Andrea C. | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud was easy to set up, which likely saved time and effort initially. It simplifies tasks for call center agents, significantly benefiting customer satisfaction. I find the case management feature particularly helpful. Overall, I'm happy with the service and would highly recommend it. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I feel that Salesforce Service Cloud could be improved by offering more out-of-the-box functionality. This would help in keeping costs down, which is important for me. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The product simplifies processes for call center agents, enhancing customer satisfaction through effective case management. ### 50. Efficient Call Handling but Expensive **Rating:** 4.0/5.0 stars **Reviewed by:** Jennifer W. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the intuitive UI of Salesforce Service Cloud that meets our needs, making it ideal for our operations. I appreciate the efficient CTI and knowledge base integrations that streamline our call center processes. The ease of setup was impressive, allowing quick implementation and getting everyone working seamlessly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The cost of user-based licenses for Salesforce Service Cloud is seen as expensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for our call center, where it streamlines processes with CTI integration and account pop-ups, facilitating quick responses, and providing an efficient multi-tab interface. ## 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?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-05-25+13%3A33%3A59+-0500&secure%5Bsession_id%5D=a3c3440d-c45a-4518-ad8c-cd62c4bf0450&secure%5Btoken%5D=099337805a955b156bda226a5d22f76f68d59193c697204256dbee177a2cacc8&format=llm_user) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations - 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[Stella](https://www.g2.com/products/stella/reviews) - [Stripe Payments](https://www.g2.com/products/stripe-stripe-payments/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Workato](https://www.g2.com/products/workato/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zapier for G Suite](https://www.g2.com/products/zapier-for-g-suite/reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Features **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 **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **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** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **System Management** - Security - System Monitoring **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - 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