--- 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 7356 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: 7356 scale: '5' date_modified: '2026-07-14' 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:** 7,356 ## 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 simplifies configuration and management processes effectively. (1259 reviews) - Users appreciate the **centralized management of customer support** interactions, enhancing efficiency and satisfaction through AI-driven automation. (1102 reviews) - Users appreciate the **efficient case management** feature, enabling quick access to comprehensive information for superior customer service. (1097 reviews) - Users appreciate the **efficiency** of Agentforce Service, as it boosts productivity and streamlines case management in one portal. (973 reviews) - Users value the **helpful guides** provided by Salesforce Service Cloud, making setup and usage remarkably easy and efficient. (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 **system complexity** challenging, struggling with configuration and integration across various platforms and data sources. (697 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, often needing expert assistance for effective use. (583 reviews) - Users find the **steep learning curve** of Service Cloud challenging, especially for new team members needing extensive training. (474 reviews) - Users find the **cost of Agentforce Service** to be a significant barrier, especially with escalating prices for additional features. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, requiring technical skills for optimal customization and setup. (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. Highly configurable which is good and bad and requires a strong background to set it up **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** All our information is in one place, which makes it easier to grow and expand the business. The dashboards and reporting tools give us a clear view of what’s going on, so we can spot what needs to change and make improvements more quickly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some things that seems like they should be straight forward arent. It’s unclear if the 3rd party team setting it up was fully knowledgeable and provided the best solution for some of the issues we have. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Visibility into the day to day with command center as well as reporting ### 2. Automates Customer Enquiries and Boosts Agent Productivity with Salesforce Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It helps to automate resolutions of customer enquiries without any day off. Users appreciate its integration into Salesforce. It boosts the agent productivity by automated contextual and trusted responses. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** User finds it challenging due to its costs and potential for sometimes inaccurate responses and complex configuration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It solves: 1. High operational costs. 2. Slow responses. 3. Centralize access of fragmented customer data. ### 3. Agentforce Service Makes Case Management Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** When I used Agentforce Service it provides me ease in case management, real time customer information and Ai suggestions. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What i disliked is the initial setup, customization and the integration which gets too complex. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Earlier we dont have a clear view for customer view but now agentforce service has solved this problem and gave dashboard to manage emails, calls and chats. ### 4. Human-Like 24/7 Responses in a User-Friendly Ecosystem **Rating:** 4.5/5.0 stars **Reviewed by:** Rohit S. | Senior executive , Commercial Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Human-like responses 24/7. It’s user-friendly, doesn’t require deep coding, and offers a complete ecosystem. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The initial setup has a high technical barrier, and it feels a bit costly per conversation. For long-term customization, it also seems to require an expert. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps in complete human like conversation, like email chat , social very beneficial for customer care industry in any domain like mine is real estate ### 5. Exploring Salesforce Service Cloud for Seamless Integration **Rating:** 3.0/5.0 stars **Reviewed by:** Joshua V. | Manager, Financial Applications **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the ability to integrate with Tableau very attractive. As a long-time Tableau user, the seamless integration with Salesforce Service Cloud makes it a strong contender for adoption. The prospect of having a unified platform to address and preemptively catch issues appeals to me. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** {"I think integrating Salesforce Service Cloud with products outside the Salesforce ecosystem would be a potential challenge. Additionally, migrating existing data is another concern that needs close attention.","The requirement to have everything in a cloud environment is challenging, especially since we are currently using Tableau server and many products are not in the cloud. This situation feels like undergoing two migrations simultaneously.","I believe it would be advantageous if there was an option to operate Service Cloud on-premises or behind a firewall, considering our current infrastructure setup."} **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I aim to address issues swiftly with Salesforce Service Cloud, ensuring we catch problems early. Having a unified platform for consistent visibility into our processes would be greatly beneficial. ### 6. Efficient Case Management with Robust Support **Rating:** 4.5/5.0 stars **Reviewed by:** Mohit M. | Salesforce dev lead, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud's case management and routing capabilities excellent for managing end-to-end service processes efficiently. The knowledge articles provide valuable insights for agents, and the use of Chatter for communication enhances team collaboration. The support team helped us through the initial setup challenges, making the system work smoothly. The predefined service processes are incredibly helpful for my organization, simplifying workflow with built-in features we just need to adapt and utilize. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I initially faced difficulties in setting up Salesforce Service Cloud due to the complexities involved with integrating various interfaces like web-to-case and email-to-case. Although the system is working smoothly now, this setup process was challenging. Additionally, I feel that the platform could be improved by integrating more AI capabilities. This enhancement would assist agents in obtaining proper resolutions more efficiently. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for efficient case management and routing, with features like knowledge articles and Chatter enhancing our service process and agent communication. ### 7. Boosted Contact Center Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** atul kumar S. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud has significantly improved efficiency for our contact center agents, allowing for more effective responses to cases. The seamless routing of calls to appropriate platforms is particularly helpful. The system’s integration capabilities with existing CRM and telephony systems are also notable, enhancing our overall service operations. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** {"The initial setup of Salesforce Service Cloud required significant effort. We needed to conduct extensive training sessions for our product center agents on how to use the service plan effectively.","Integrating Salesforce Service Cloud with our CRM system required additional resources and effort, as there was a need to ensure a seamless connection without introducing unnecessary complexity.","The integration of a DCR capability within the service side, that can work effectively with CRM integration, is lacking. This would help automate processes more efficiently and is not currently present in the system.","The service line and CRM application are not seamlessly integrated as they are supposed to be on the same platform, indicating a need for smoother integration."} **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud increases efficiency for contact center agents by streamlining case response and integrating with downstream systems. ### 8. Streamlined Customer Support with Deep Insights but Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Architecture & Planning | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is its ability to centralize all customer interactions across multiple channels—email, chat, phone, and social—in one place. The unified console allows service agents to quickly access case histories, related knowledge articles, and past interactions, which dramatically improves response accuracy and resolution speed. Features like macros, automation rules, and Einstein AI recommendations reduce repetitive tasks and help prioritize urgent cases efficiently. Real-time dashboards and reports provide managers with deep insights into team performance and customer satisfaction trends. Overall, Service Cloud enables a seamless, data-driven customer support experience that enhances both agent productivity and customer trust. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What I dislike about Salesforce Service Cloud is its steep learning curve and complex setup process, especially for organizations without dedicated administrators. Configuring workflows, omni-channel routing, and custom reports often requires specialized knowledge, which can delay full adoption. The interface can also feel cluttered when too many components or custom fields are added, potentially confusing new agents. Integration with external systems is powerful but sometimes demands additional middleware or developer support. Lastly, licensing and feature-based add-ons can raise overall costs quickly, making it less accessible for smaller support teams. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves major challenges in managing fragmented customer inquiries and inconsistent support quality across channels. Before its adoption, our team handled emails, calls, and chat messages separately, leading to duplicated efforts and missed follow-ups. With Service Cloud, all interactions are centralized into one console, providing a full 360-degree view of each customer. Automated case routing ensures that issues reach the right agent quickly, while macros and templates reduce repetitive responses. The built-in Knowledge Base empowers agents to share accurate solutions instantly, improving first-contact resolution rates. Dashboards and AI-driven insights also help managers identify bottlenecks and track customer satisfaction in real time. As a result, response time and service consistency have both improved significantly. ### 9. Valuable Automation, Needs Better UX **Rating:** 3.5/5.0 stars **Reviewed by:** Kunal K. | Director, Technology Development, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the automation and data-driven insights that Agentforce Service (formerly Salesforce Service Cloud) offers. The setup process was easy. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the security and the user experience could be improved. There's too much clutter in setting up interfaces. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Agentforce Service to automate processes and gain data-driven insights for health care needs. ### 10. Powerful Customer Service Platform with High Customization and Cost Challenges **Rating:** 5.0/5.0 stars **Reviewed by:** Harshal C. | Senior Business Systems Analyst - Salesforce CRM, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud helps companies deliver faster, smarter, and more personalized customer service across every channel. It unifies customer interactions into one platform, automates routine tasks, and intelligently routes cases to the right agents. With tools like the Service Console, Knowledge Base, and Einstein AI, teams resolve issues efficiently while providing consistent support experiences. Service Cloud also enables self-service through portals and integrates field service operations, helping businesses boost satisfaction, improve productivity, and scale their service with data-driven insights. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is powerful, some users find certain aspects challenging. Common dislikes include its complex setup and customization, which can require significant time and technical expertise. The user interface can feel overwhelming for new agents, and licensing costs are considered high, especially for small teams. Some users report slow performance with large data volumes and find that reporting and dashboards need more flexibility without extra tools. Overall, Service Cloud delivers strong functionality but can be costly and complex to manage without proper configuration and training. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses several major challenges that companies encounter in customer service. One common issue is disconnected service channels and fragmented customer data. Service Cloud brings together all interactions—whether by email, phone, chat, or social media—on a single platform, allowing agents to access a comprehensive view of each customer. This leads to quicker, more personalized responses and greater customer satisfaction. Another challenge is slow and inconsistent case resolution. With automated workflows, AI-driven recommendations, and intelligent case routing, Service Cloud ensures that each issue is directed to the most suitable agent, resulting in higher first-contact resolution rates and faster response times. A further problem is the lack of visibility into service performance. Service Cloud provides real-time dashboards and analytics to monitor key performance indicators such as case volume, response times, and customer feedback. This empowers teams to make data-driven decisions and proactively enhance their service. Additionally, companies often struggle with high support workloads and repetitive inquiries. Service Cloud offers knowledge articles and self-service portals, enabling customers to find answers independently. This reduces call volume and allows agents to dedicate more time to complex issues. In summary, Service Cloud transforms customer service by making it more connected, intelligent, and scalable, ultimately helping companies strengthen customer relationships and boost operational efficiency. ### 11. Boosts Client Support Efficiency with AI-Driven Automation **Rating:** 3.5/5.0 stars **Reviewed by:** J N. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud allows us to support our clients effectively, enabling us to close cases much quicker. The use of AI for repetitive cases is a substantial benefit, helping us increase efficiency. The features I find most useful are the case management and knowledge articles. The ease of use and ROI are also significant factors that would make me consider repurchasing. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found that setting up Salesforce Service Cloud was not as straightforward as setting up the Sales Cloud. I would like to see easier navigation, especially for admin developers working behind the scenes. The navigation could be streamlined to make it easier for them to access certain functionalities, like creating elements. Additionally, the automation around Agentforce could be enhanced to better serve the Service Cloud, making workflows more efficient and improving the overall user experience. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud enhances case management, allowing us to close cases quicker with AI support, boosting workflow efficiency. ### 12. User-Friendly Interface with Powerful Notification System **Rating:** 4.0/5.0 stars **Reviewed by:** Gunasundari S. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud provides automatic processes and high priority email notifications which significantly enhance our ability to track and respond to issues quickly. The platform's reports and dashboards are incredibly useful, enabling us to proactively manage incidents and keep all stakeholders informed. I appreciate its user-friendly nature, as it facilitates quick setup, and allows us to easily add and train users, streamlining our workflows effectively. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find setting up the escalation routes to be a bit tricky, particularly when determining the approval needed for different tier levels. It's also challenging to isolate and identify issues, whether they're related to policy or coding, and to handle cases for customers owning multiple products. Additionally, the logging details when using integrations like MuleSoft are not comprehensive enough. If something fails, it's difficult to ascertain what has occurred without reaching out to Salesforce support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps track issues systematically, send priority notifications, and resolve problems swiftly with automatic processes—enhancing customer interaction and efficiency. ### 13. Amazing product **Rating:** 5.0/5.0 stars **Reviewed by:** Anupam Chakraborty U. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** In today's market, customer service is no longer a department; it's a competitive differentiator. That’s why Salesforce Service Cloud remains the industry benchmark. What Service Cloud primarily offers is a singular, unified platform—the Lightning Service Console—designed to turn your agents into superheroes. ​Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The primary frustration points with Service Cloud revolve around its steep complexity and high total cost of ownership. While the platform's ability to customize is a huge benefit, it necessitates significant investment in specialized administrative talent or consulting partners for proper configuration and maintenance. This cost escalates quickly, as many powerful features essential for scaling—such as advanced analytics, Field Service Lightning, or the full suite of Einstein AI—are locked behind premium editions or require purchasing expensive add-ons, making it a prohibitive financial commitment for small-to-midsize businesses **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Better incident management ### 14. Intuitive UI and Efficient Case Management with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Syed Ali R. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud's intuitive UI, which made it a straightforward choice without considering other vendors. The omnichannel capabilities and knowledge base are crucial, allowing reps to understand and resolve customer queries efficiently. The integration of email to case enhances efficiency with entitlements and milestones, enabling proactive customer engagement. The initial setup was easy due to an existing account structure, making it simple to enable key features like case management and configure SLAs. The ability to identify and use the Salesforce Experience Cloud for self-service has been beneficial, and I find the platform getting more intuitive and easier, driving a decision to definitely buy it for any other departmental needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the ability to configure the console to have more options is something that I would like to change. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to streamline customer case management, solving queries and troubleshooting efficiently through omnichannel capabilities and proactive responses, boosting satisfaction. ### 15. Streamlined Case Management & CRM Excellence **Rating:** 4.5/5.0 stars **Reviewed by:** srinivas ayyappa K. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the basic CRM capabilities of Salesforce Service Cloud to be industry standard, making it easy for organizations to manage their service teams. The automation features speed up case resolution for our service agents, and the organized customer interaction through case management is highly beneficial. Moreover, the ease of setup without any difficulty was a significant plus. The case management allows efficient distribution of cases among teams without custom objects and supports multiple teams due to diverse record types. Opportunity management facilitates collaboration among sales and presales teams to resolve field cases efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think we need more reporting capabilities on the case history and more field tracking on various objects. This enhancement would help improve the reporting of service cloud data for sales reps and service agents. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product accelerates case resolution for service agents through automation and organized customer interactions, improving case management and opportunity management by integrating teams on a unified platform. ### 16. Empowers Agents, Integrates Seamlessly, and Simplifies Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Jon H. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate how Salesforce emphasizes empowering agents with tools like better dashboards, health metrics, and integrated coaching. The emergence into IT service management offers immense potential, particularly for unifying support across various customer bases and markets. The cohesive integration with the broader Salesforce ecosystem, like CRM and marketing cloud, offers a seamless experience and significant value for both us and our customers. The setup was straightforward, and the unified console that integrates customer data, channels, and AI for a complete customer view greatly enhances service personalization and efficiency. I love the omnichannel capabilities that Salesforce provides, along with the AI-driven efficiencies from tools like AgentForce and Einstein Copilot. The integration capabilities, especially with Snowflake, are impressive, ensuring data compliance and real-time insights. Overall, the scalability and comprehensive Salesforce ecosystem inspire trust in this robust enterprise platform. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like to see a simplification of the setup and admin complexity in Salesforce Service Cloud. There's also a need for smarter case threading in a unified inbox. Streamlined automation governance is another area that could benefit from improvements. These adjustments would enhance the overall user experience. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves the disconnected customer service issue by unifying customer data and AI automation in one console, providing agents full context for faster resolutions. It enhances customer service with omnichannel capabilities and integrated tools for real-time insights. ### 17. Flexible and easy to administer with declarative customization and room for observability **Rating:** 4.5/5.0 stars **Reviewed by:** Jesús R. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how the product fits a lot of customer use cases and is easy to configure and administer. It's great to have as much donor information in one place particularly about when they reach out to us. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Even with the advancement of things like before save flows, it seems like the architecture of some standard objects requires implementing triggers and classes in order to do things like complete entitlements when a case is closed. While not against this entirely, it does escalate the skill needed to maintain our workflows. Its also annoying to be unable to see whether things like entitlements and milestones are working where other parts of Salesforce such as flows can be easily observed when debugging or activating. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We've moved to a model, where no individual owns funds at our organization, and anyone on a particular team can respond to donor inquiries when they write in. This also helps my organization scale, and generate revenue. ### 18. Efficient Customer Support Platform, but Setup Can Be Overwhelming **Rating:** 3.5/5.0 stars **Reviewed by:** Mohit C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** As a Salesforce user, one of the things I really like about Salesforce Service Cloud is how it brings everything related to customer support into one unified platform. It’s designed in a way that helps service agents focus more on solving customer issues rather than juggling between different tools. I really appreciate how organized and user-friendly the console is — you can easily view cases, customer history, and communication all in one place, which saves a lot of time. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** there are a few things I find challenging or frustrating at times. One of the main issues is the complexity of setup and customization. While it’s incredibly powerful, getting everything configured the right way — from workflows to automation rules — can be time-consuming and often requires technical knowledge or admin support. For a regular user, it can sometimes feel overwhelming to navigate all the options and settings. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud is solving one of the biggest challenges in customer service — managing customer interactions efficiently while maintaining a personalized experience. Before using Service Cloud, handling customer queries from different channels like email, phone, and chat often felt disorganized. Now, everything is centralized in one place. This means I can easily track cases, view customer history, and respond faster without switching between multiple tools. ### 19. Powerful for Productivity, but Expensive and Complex to Customize **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony D. | CRM Solution Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Unify customer interactions (phone, email, chat, social) into a single console. Resolve issues faster with intelligent case management and automation. Empower agents with a complete 360-degree view of the customer. Enable self-service options for customers (knowledge base, portals). designed to boost agent productivity and deliver exceptional customer experiences at scale. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** My biggest dislikes regarding Salesforce Service Cloud can be summarized as: High Cost & Complex Pricing: The licensing is expensive, and costs quickly rise with necessary add-ons and extra features. Steep Learning Curve/Complexity: The platform is incredibly powerful but can feel overwhelming and non-intuitive, requiring significant training and specialized administrators. Customization Dependency: Achieving advanced, specific business requirements often necessitates costly development resources (Apex/consultants) rather than simple no-code changes. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** t solves the problem of fragmented customer service across multiple channels (phone, email, chat). The Benefits: Creates a 360-Degree View of the customer for personalized support. Boosts Agent Productivity by automating routine tasks (case routing, etc.). Reduces Costs by providing customer self-service options (Knowledge Base). Improves Customer Loyalty through faster, more consistent case resolutions. ### 20. Salesforce service cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Shweta P. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud provides exceptional omnichannel customer support, allowing seamless case management across email, phone, chat, and social media from a unified platform. The centralized data and reporting make it easy to track service metrics and deliver personalized support. Automation features, like AI-driven case assignment and knowledge base integration, significantly boost agent productivity and improve response times, ultimately enhancing customer satisfaction **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While powerful, Salesforce Service Cloud can have a steep learning curve, requiring significant training and change management for new users. Customization and integrations can be complex and sometimes require additional consultant resources. Additionally, the cost can increase quickly with premium features and user licenses, and there may be occasional limits to mobile app functionality and data storage. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses several business challenges by streamlining help desk operations and providing a 360-degree view of customer interactions, which leads to faster case resolution and improved customer satisfaction. By centralizing support requests across channels like email, chat, phone, and social media, it ensures nothing is missed and helps agents respond quickly and consistently. Automation and AI-powered tools reduce manual workload, enabling agents to focus on complex issues while common cases are handled efficiently, resulting in lower response times and better customer experiences. ### 21. Powerful and Flexible, but Complex Setup and Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Michael Gabriel Carmona S. | Senior Business Analyst - Managament Information System (MIS), Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like most about Salesforce Service Cloud is its flexibility and scalability. It centralizes all customer interactions in one place, allowing for a 360-degree view of each client. The automation tools, such as Flows and Case Management, make service operations more efficient and reduce manual work. Additionally, its reporting and dashboard capabilities provide real-time visibility into KPIs and team performance, which is invaluable for decision-making. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is extremely powerful, its initial setup and customization can be complex and time-consuming, especially for organizations without dedicated Salesforce expertise. Some configurations require advanced knowledge of the platform, and the licensing costs can become significant as usage scales. The user interface, though improving, can feel overwhelming for new users due to the number of features available. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps streamline case management and customer service operations by centralizing all customer inquiries, interactions, and case histories in one platform. It has significantly improved response times and accountability across teams by automating workflows and routing cases to the right departments. The integration with other Salesforce clouds allows for a complete view of the customer journey, which enhances decision-making and improves customer satisfaction. Overall, it has helped reduce manual tasks, improve reporting accuracy, and increase team productivity. ### 22. join dreamforce2025 **Rating:** 5.0/5.0 stars **Reviewed by:** 哲之 . | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** ​What I find most impressive about Salesforce Service Cloud is its ability to provide a true 360-degree view of the customer. It centralizes all interactions and data across every channel, from phone calls to social media. This empowers agents with the complete context they need to deliver personalized and efficient support instantly. Consequently, it not only enhances customer satisfaction by providing seamless experiences but also boosts operational efficiency by streamlining workflows and automating routine tasks with AI. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is a powerful platform, its complexity and cost are significant drawbacks for many users. The initial setup and any meaningful customization often require specialized expertise, leading to lengthy and expensive implementation projects. The pricing model, with its per-user fees and numerous add-ons, can become prohibitively expensive, especially for smaller businesses. Furthermore, the sheer number of features, while robust, creates a steep learning curve for new agents, demanding a substantial investment in training to utilize the platform effectively and justify the high cost. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** norhing ### 23. Powerful and Customizable, but a Steep Learning Curve for Small Nonprofits **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew N. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it helps us stay organized and responsive with our donors and scholarship applicants. We use it to log and track questions that come in, whether it’s about donations, scholarships, or general support. It’s great to have everything in one place so nothing slips through the cracks. I also like how customizable it is. We’ve been able to set up case types, automations, and views that match the way our nonprofit actually works, instead of trying to fit into a one-size-fits-all system. The console view makes it easy to see all the details about a donor or applicant at once, and the built-in reporting helps us spot trends or areas where we can improve response times. Overall, Service Cloud makes it easier to manage a high volume of inquiries with a small team and still provide a personal, timely response to everyone who reaches out. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The main downside of Salesforce Service Cloud is that it can feel a little overwhelming at first. There are so many features and configuration options that it takes some time to really understand what’s useful for your team versus what’s just extra. For smaller nonprofits, the setup and customization can also be pretty technical, so you might need help from a consultant or an admin who really knows Salesforce. I also wish the user interface felt a bit more modern and intuitive out of the box. Some of the page layouts can be cluttered, and simple tasks sometimes take more clicks than they should. And while the reporting is powerful, building custom reports and dashboards is not always as straightforward as you’d hope. Overall, it’s a great system once it’s tailored to your needs, but getting there can take some work and patience, especially if your team does not have a lot of Salesforce experience. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Staying organized when dealing with numerous different issues and varying levels can be challenging, but this tool helps me manage everything while also allowing me to keep in touch with the submitters. ### 24. Powerful Customer Support with Robust Automation, but Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Val T. | Salesforce Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it centralizes customer support into one intelligent ecosystem. It allows agents to have a 360° view of each customer — including cases, interactions, and related data — so service becomes faster and more personalized. I also appreciate the automation features like Omni-Channel Routing, Case Assignment Rules, and Flow that reduce manual work and improve response times. Combined with Einstein AI for next-best actions and knowledge recommendations, it really helps teams deliver proactive, efficient service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is extremely powerful, its complexity can be overwhelming at times. There are so many configuration options and dependencies — especially when combining automation (Flows, Omni-Channel, Case Routing, etc.) — that it often requires strong admin or developer oversight to maintain. Also, user adoption can be challenging without proper training because the interface has so many features visible at once. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud has streamlined our customer support operations by consolidating all service requests, emails, and case activities into one unified system. It helps our team manage large volumes of inquiries efficiently, track SLAs, and ensure timely follow-ups. Automation through Flows and Omni-Channel routing reduces manual workload and improves response time. As a result, we’ve seen better visibility into case metrics, faster resolution times, and an overall improvement in customer satisfaction. ### 25. Great Connectivity, Security Concerns Remain **Rating:** 4.0/5.0 stars **Reviewed by:** Jisoo K. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate that our clients find the Salesforce Service Cloud to be trustworthy, especially in terms of security, which is very reassuring. The cloud-based data handling capabilities are also very satisfying, making it easy to access and use important data efficiently. Additionally, I value the connectivity across all Salesforce products, which facilitates seamless integration when implementing new products, ultimately enhancing our service cloud experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that the setup process for Salesforce Service Cloud was not easy. Due to our lack of familiarity with Salesforce, we needed a lot of help from Salesforce experts and their account team. Additionally, there is a significant concern about the security of the cloud system, as clients, particularly their IT departments, are hesitant to trust it. This indicates a trust issue with cloud-based services. The user experience (UX/UI) is also challenging for beginners, making it not very easy to start with for new users. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The product allows easy access to important data through the cloud, making it straightforward to find, which benefits my client despite initial trust issues with cloud systems. ### 26. Salesforce Service Cloud is a Comprehensive Customer Service Solution with Room for Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Tejas V. | Salesforce Developer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** 360-degree customer view that consolidates all customer interactions, cases in one place Advanced case routing and assignment rules that efficiently distribute work to the right agents Powerful reporting and analytics tools that provide actionable insights into service performance Knowledge base functionality that helps agents and customers find solutions quickly Omni-channel support allowing seamless handling of cases across email, phone, chat, and social media. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Performance can be slow during peak times or with complex configurations Cost can be prohibitive for smaller organizations, especially when including add-on features **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud is solving key problems and providing specific benefits: 1. Case Management Efficiency manual case tracking and paper-based systems Automated case routing saves hours of manual assignment work 2. Customer Experience Enhancement Single view of customer history enables personalized service Quick access to past interactions prevents customers from repeating information 3. Team Productivity Agents can handle more cases with automated workflows Knowledge base reduces resolution time for common issues ### 27. Powerful Customer Support with Great Features, but Complex Setup and High Costs **Rating:** 4.5/5.0 stars **Reviewed by:** Amanda M. | Executive Director of Web Strategy, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate how Salesforce Service Cloud brings all customer interactions into one place. The 360° customer view makes it easy to see past conversations, cases, and account details, which helps deliver faster and more personalized support. I also like the omnichannel routing — it automatically sends cases from email, chat, and phone to the right agents, so nothing gets missed. The built-in AI tools (like Einstein) and automation features save a lot of time on repetitive tasks. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is powerful, it can be complex to set up and customize. Many features require advanced configuration or admin support, which can slow down adoption for new users. The interface can feel overwhelming at first, especially for agents who only need a few core tools. Some processes take multiple clicks to complete, and performance can lag when working with large data sets. Licensing and add-on costs also add up quickly, so it’s not always the most budget-friendly option for smaller teams. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud centralizes all our customer interactions across email, chat, and phone into one platform. It’s helped us track cases more efficiently, respond faster, and deliver a consistent experience. Automation and AI features reduce manual tasks, so our agents can focus on higher-value issues. Overall, it’s improved team productivity and customer satisfaction. ### 28. Empowers Student Case Management with Ease **Rating:** 4.0/5.0 stars **Reviewed by:** Thuthu T. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of use of Salesforce Service Cloud for students, allowing them to use email to case and check their case status in the experience portal. I find features like email to case, web to case, and case escalation extremely useful. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** {"The stakeholders often do not know what they want, which leads to a lot of back and forth during the setup and collaboration process.","There seems to be a lack of understanding or visibility of all the features of Service Cloud, as I am still learning and not sure about all its capabilities.","We currently do not have a voice call feature yet, and there's a desire to implement this to allow agents to assist and answer most of the questions."} **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product solves ease of use for students, allowing them to use email to case and check status in the experience portal, enhancing their overall experience. ### 29. Powerful Customer Service Centralization, but Setup Can Be Overwhelming **Rating:** 5.0/5.0 stars **Reviewed by:** Firuza G. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it centralizes and streamlines customer service operations. It allows support agents to have a 360-degree view of each customer, including case history, interactions, and preferences, which makes resolving issues much faster and more personalized. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** One thing I find challenging about Salesforce Service Cloud is that it can be quite complex to set up and customize, especially for organizations with unique processes. Sometimes, navigating through all the features, configurations, and automation options can feel overwhelming for new users. Additionally, while it’s extremely powerful, certain advanced features may require additional training or development resources to fully leverage, which can slow down initial adoption. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves several key challenges in customer service and support. It centralizes customer information, allowing agents to see a complete view of each customer’s history and interactions. This reduces response times, avoids repeated explanations from customers, and ensures a more personalized experience. It also automates routine tasks—like case routing, follow-ups, and knowledge base suggestions—freeing up agents to focus on more complex issues. ### 30. My Experience with Salesforce Service Cloud: Strengths and Challenges **Rating:** 5.0/5.0 stars **Reviewed by:** Tadashi M. | CRM & Touchpoints Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is its ability to provide a truly unified and personalized customer experience. It centralizes all customer interactions and data, giving service agents a 360-degree view of the customer. This enables them to quickly understand customer history, preferences, and issues, leading to faster, more effective, and personalized resolutions. The automation features and knowledge base also significantly boost agent productivity, ensuring consistent service quality across all channels. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What I find challenging with Salesforce Service Cloud is the effort required for ongoing maintenance and highly customized implementations. While customization is a strength, ensuring that complex configurations remain efficient and scalable requires dedicated administrative resources and expertise. Without proper governance, customizations can sometimes lead to technical debt or slower performance. Additionally, keeping up with frequent updates and adapting existing custom solutions can be a continuous task. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The solution facilitated the development of a complete customer service operation for a major corporate group, consolidating and standardizing its service channels and processes. Consequently, it enhanced customer satisfaction and elevated the company's NPS. ### 31. Highly Effective CRM with Some Account Management Hurdles **Rating:** 5.0/5.0 stars **Reviewed by:** Celestine . | Director - Sales Operations **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud allows us to see all of our customers and products in one place, which makes forecasting and communication with executive leadership straightforward. The flows feature is my favorite because it significantly automates our operations. I also appreciate the flexibility to create new objects tailored to our business needs, and I like that the platform's modular design makes configuration easy. Overall, the ease of use after getting past the initial setup adds immense value. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find managing accounts manually in Salesforce Service Cloud can be clunky and tedious, especially when handling a large number of accounts at once without the aid of admin tools or data loaders. This is cumbersome and time-consuming, particularly because our sales leader requires updates during calls. Additionally, there have been some glitches recently, which introduces unnecessary complications despite the general ease of setup and configuration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to consolidate customer and product data, aiding in accurate forecasting and efficient communication with leadership. It automates processes and adapts to business needs, simplifying work and enhancing productivity. ### 32. Effortless Setup, Boosts Team Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Piyush S. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud is relatively easy to use and set up, with most features being out of the box and simple to configure. The case assignment, knowledge articles, service console, and integrated VoIP capabilities are beneficial for efficient case management across different teams. It’s also impressive how it fits our use case perfectly and facilitates easy adoption. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the omnichannel capabilities should be more readily available with the basic service cloud package. Currently, the need to have separate SKUs for using tools like voice and messaging can be restrictive. Bundling these capabilities with the basic package would be more beneficial, especially for users utilizing multiple channels. This would align better with the requirements of businesses that rely heavily on mid-channels like voice and messaging for their operations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Service Cloud for efficient case management across teams, easing customer issues resolution. Its integration with VoIP simplifies case creation, making setup easy and adoption high. ### 33. Slaesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Sunil Kumar S. | Principal Architect, Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is its ability to centralize customer interactions across multiple channels—phone, chat, email, and social media—into one unified platform. It provides a complete view of each customer, helping agents deliver faster and more personalized support. The automation tools, like macros and AI-powered recommendations from Einstein, streamline repetitive tasks and boost productivity. Case management and routing features ensure issues reach the right agents quickly. The dashboards and reporting tools offer valuable insights into service performance and customer satisfaction. Overall, it enhances collaboration, efficiency, and the overall customer service experience for both agents and clients. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud can feel overly complex, especially for new users. The interface is sometimes cluttered, making simple tasks take longer. Customization requires technical expertise, and system performance may lag with large data volumes. Frequent updates can disrupt workflows, and licensing costs are high for smaller teams or growing businesses. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service cloud is solving case management system ### 34. Service as an Afterthought **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud is very customizable, which allows companies to set up the experience in a way that reflects their own internal processes, as long as they fall within Salesforce's obitrary limits. The Salesforce Support team have been very helpful in resolving issues on the platform. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Knowledge and the knowledge base/help center products are hard to use, extremely limited, and have very few parts that make sense for managing a knowledge base. Organizing articles specifically is incredibly difficult because topics are hard to manage, categories have many limitations, there is no place to see all the information at once (making it difficult to audit a knowledge base). You'd think that you can see the topics on the knowledge page, but they are actually managed in Content Management (a separate place) and cannot be seen on the page where you write/review/edit articles. Knowledge management in Salesforce leaves MUCH to be desired. Use a different tool if you can. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** My company is able to collect information about our customers and their needs while also setting up the account in a way that reflects our internal processes. ### 35. Intuitive and Efficient, But Price Could Be Improved **Rating:** 5.0/5.0 stars **Reviewed by:** Gerardo Joaquín C. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love that Salesforce Service Cloud significantly reduces the implementation cycle for telecommunications services, which improves the customer experience by controlling quick activation and billing. Additionally, its setup process is very intuitive and easy to implement, which makes it easier for customers to understand the workflow. I also value the automated service management and integration with Field Service tools. Overall, all the functionality is very good. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't like the price of the license, which should be more accessible for users. Despite the advantages of implementing Service Cloud, the high cost is an impediment for customers to select the type of license they really need. I think there should be a more accessible licensing scheme. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product to reduce the deployment cycle and improve quick billing, controlling the activation of telecommunications services and enhancing the user experience. ### 36. Powerful Integration, Needs Easier Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Alexander R. | Director of Partnerships & Business Development **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the integration of Salesforce Service Cloud within our ecosystem incredibly valuable. It bridges the gap between customer data and support systems, ensuring seamless data flow and resolution. The integration with Slack and the ability to maintain comprehensive user records significantly enhance our operations, leading to faster resolutions and better understanding of issues. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that setting up Salesforce Service Cloud is always somewhat difficult. It's not exactly the most straightforward solution to set up. Everyone has different needs and configurations, which usually require a hefty amount of resources to implement and integrate the relevant components. It is crucial to have people with the relevant technical skills and capabilities. Additionally, I would love to see improvements in implementation and quicker time to value. Simplification of the process would enhance my experience significantly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud centralizes customer data, enhancing our technical support by bridging gaps and eliminating data silos, facilitating quicker resolutions and better experiences. ### 37. Efficient CRM with Room for Improved Debugging **Rating:** 4.5/5.0 stars **Reviewed by:** Sujeet S. | Sr Application Developer (Salesforce) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud's service and features to be very satisfying, supporting our banking customers effectively. It smoothly handles service requests and assigns them to the appropriate stakeholders, enhancing our operations. The dashboard and reporting capabilities are particularly beneficial, offering clear insights into service requests and their status. I also appreciate its ability to easily track opportunities and customize page layouts, which simplifies data entry and enhances productivity. The Salesforce Flow feature stands out for its ease of use and adaptability in accommodating new business requirements with minimal coding. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the debugging capabilities lacking in Salesforce Service Cloud. There's a need for better debugging tools that allow for easier and faster debugging of our code, which would significantly reduce the time spent on development. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud efficiently manages service requests in banking, assigning them correctly and providing robust dashboards and reporting. It simplifies tracking opportunities, allows user-friendly page layout creation, and facilitates easy business requirement adaptation with minimal coding. ### 38. Powerful and Flexible, but Setup Can Be Complex **Rating:** 5.0/5.0 stars **Reviewed by:** Dan K. | Founder & Freelance Web Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud provides a central place to manage all customer interactions, cases, and support workflows. It’s flexible, integrates seamlessly with other Salesforce products, and makes it easy for teams to collaborate on resolving customer issues efficiently. The reporting and automation options are strong, helping to track performance and maintain a consistent service experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some setup and configuration steps can be complex, especially for custom workflows. It can take time to fine-tune automations and layouts to fit specific processes. The interface can also feel heavy at times compared to lighter customer support tools. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use it for all our customer case management at FinDock, giving our team a complete view of every customer interaction and history in one place. It helps ensure quick responses, better collaboration across teams, and more personalised support. The integration with the rest of Salesforce means our support operations stay connected to sales, product, and customer data. ### 39. Efficient Omnichannel, Challenging Configuration **Rating:** 4.5/5.0 stars **Reviewed by:** Carlos B. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the omnichannel capability that Salesforce Service Cloud offers, as it allows us to serve all our customers on a single platform, centralizing the entire process. Once configured, the system is very easy to use, which has improved efficiency in the call center department. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The configuration of Salesforce Service Cloud was very difficult and problematic, as there was a lot of struggle to find a good partner in Mexico, which resulted in the loss of an entire year just in configuration. Additionally, it was complicated to set up the call center users and understand what was feasible to do and what was not. This initial challenge reflects the need for a more user-friendly setup. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to achieve omnichannel capabilities in the call center, consolidating customer service on a single platform and improving efficiency. Once set up, it is very easy to use. ### 40. Powerful CRM with Excellent Customization, but Steep Learning Curve and High Costs **Rating:** 4.0/5.0 stars **Reviewed by:** Shané R. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** 360° Customer View: Having all interactions, opportunities, and account details consolidated in one place really streamlines relationship management and makes everything feel more organized. Customization & Automation: With tools such as Flow, Process Builder, and custom objects, you can adapt workflows to your needs and automate routine tasks, which saves time and effort. Reporting & Dashboards: The analytics capabilities are impressive, with real-time dashboards providing clear visibility into your pipeline, performance, and forecasting. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The platform offers a lot of power, but it isn't always intuitive. For newcomers, the sheer volume of features, settings, and specialized terms can be overwhelming. While the high degree of customization is a strength, it can also result in cluttered interfaces, inconsistent data, or technical debt that becomes difficult to manage over time. Costs can escalate quickly due to licensing, add-ons, and implementation fees, which may be a particular concern for smaller teams. Additionally, if your organization handles large amounts of data or relies heavily on automation, dashboards and reports may experience slow loading times. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Customer information is often fragmented, with data scattered across emails, spreadsheets, and various tools. This makes it challenging for service agents to access a complete view of each customer's history. Service Cloud addresses this by bringing together all customer interactions—whether by phone, chat, email, or social media—into a single, unified platform. As a result, agents gain a comprehensive 360° view of the customer, which allows them to deliver faster and more personalized service. Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction. Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time. For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume. Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues. ### 41. Great Case Management, No Complaints **Rating:** 5.0/5.0 stars **Reviewed by:** Sai Kiran K. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it brings together every aspect of customer service into one unified platform. It’s not just about managing cases — it’s about delivering personalized, efficient, and proactive support. A few key things stand out for me: 1. Omnichannel Support Service Cloud allows agents to manage customer interactions across email, chat, phone, social media, and messaging apps all in one place. The Omnichannel Routing ensures cases go to the right agent based on skills or availability, which really improves response times and customer satisfaction. 2. Service Console Efficiency The Agent Console is a game-changer — everything the agent needs (case details, knowledge articles, customer history) is right there. This drastically reduces the need to switch tabs and helps resolve cases faster. 3. Knowledge Management Having a centralized Knowledge Base empowers both agents and customers (via self-service portals). It helps maintain consistency in responses and reduces case volumes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** perspective. 1. Complex Configuration for Large Implementations When you’re dealing with multiple channels, automation rules, and custom processes, it can become quite complex to maintain. Features like Omnichannel Routing, Entitlements, and Milestones require deep understanding and careful setup to work seamlessly together. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** 🔹 1. Fragmented Customer Data → Unified 360° View Problem: Customer information was often scattered across emails, spreadsheets, or disconnected tools. Solution: Service Cloud centralizes all interactions, cases, and history into one platform, giving agents a complete view of the customer. Benefit: This helps resolve issues faster and improves customer satisfaction. As a developer, it’s easier to build automations and flows when everything’s in one system. ### 42. Comprehensive Solution with Salesforce, Information Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Yanin P. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how Salesforce perfectly adapts to our organization's processes, improving efficiency and human resources through advanced technology. I appreciate the automation and standardization of processes, as well as the parameterization functions that support areas such as security, finance, and legal, making the platform a comprehensive solution. I also value Salesforce's ability to integrate with other tools like Tableau and SAP, which helps us automate processes and reduce human errors. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I feel that Salesforce Service Cloud lacks more comprehensive and digested information about its functionalities. This insufficiency limits me from fully exploiting the tool and taking advantage of everything it offers. During the expo in San Francisco, I was able to see the large number of available functionalities, which made me realize that there is a notable lack of access to this information in a clear and structured manner. Additionally, during the implementation of Salesforce, we have encountered some resistance from people to adopt new technologies and digital processes, which has further complicated the integration process. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce to automate processes, minimize human errors, improve human resource efficiency, and align call center processes, which will boost the organization's future profits. ### 43. Efficient Customer Support with Powerful Features, but Setup Can Be Complex **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno Eduardo d. | Head de Tecnologia e Segurança Digital | Vivo Pay, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really like how Salesforce Service Cloud centralizes all customer interactions in one place, making it easy to deliver fast and personalized support. The interface is intuitive, and case management works seamlessly across channels. I also appreciate the automation and AI features that help prioritize cases and suggest solutions. They save time, reduce manual work, and improve overall customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sometimes the setup and customization process can be complex, especially for teams without deep technical knowledge. It takes some time to configure everything exactly as needed. Additionally, certain advanced features may require extra licenses or add-ons, which can increase costs for smaller teams or organizations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us manage customer support more efficiently by centralizing all cases, interactions, and history in one place. This allows our team to respond faster and provide consistent, personalized service. It also improves collaboration and visibility across departments. With automated workflows and analytics, we can identify trends, reduce response times, and continuously enhance the customer experience. ### 44. Centralized Efficiency with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for its ease of use and ease of access, which play a significant role in centralizing all the data efficiently. I find the omni-channel support through email, phone, and chat highly beneficial for case management. The capability for agents to view all customer interactions in one account and the integration with chatbots to address basic queries saves time and enhances focus on detailed work. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found it quite challenging to set up Salesforce Service Cloud initially, ten years ago. At that time, the Classic version was not equipped with the modern features such as flows, making the setup process difficult and lacking in streamlined processes. As we progressed to the Lightning version, things became easier, but the initial deployment was indeed typical of older systems, which lacked current functionality. Additionally, I see room for improvement in the reporting capabilities. The current system doesn't fully meet our leadership's needs, particularly concerning in-house reporting and the omnichannel supervisor view. Enhancements in detailed work displays or smoother queue switching for agents could significantly enhance usability. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to centralize customer data, streamline case management across multiple channels, and reduce agent workload with chatbots, enhancing our efficiency and customer interactions. ### 45. Helpful for Vendor Access, But Setup and Pricing Are Challenging **Rating:** 3.5/5.0 stars **Reviewed by:** Kristi V. | Director of Sales Operations **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud enables our vendors to directly access what they need, which reduces the interruptions in our communication, such as phone calls and emails. The ability for vendors to log in, access invoices, and submit payments online without waiting for mail is particularly beneficial. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** {"I found setting up Salesforce Service Cloud quite challenging. It required having a certified admin, which we did not have, and demanded bandwidth that we lacked.","I dislike the pricing of Salesforce Service Cloud, as it is very expensive. It feels like they assume everyone has a large budget similar to Mark Benioff's.","At this point, Salesforce Service Cloud is more of a 'nice to have' rather than a 'need to have,' as the vendors need to utilize it more to justify its necessity."} **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to enable vendor self-service, reducing calls and emails, and allowing them to access invoices and make payments online efficiently. ### 46. Comprehensive Customer Support: The Pros and Cons of Salesforce Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Isabel N. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is its ability to unify all customer service interactions, cases, and communications into a single, easy-to-navigate platform. The omnichannel support feature allows me to manage phone calls, emails, chat, and social media inquiries seamlessly within one dashboard, ensuring no customer issue is overlooked. The automation tools—like case assignment, knowledge base integration, and workflow rules—help streamline responses and boost efficiency. Real-time reporting and customizable dashboards give clear visibility into case resolution times and overall team performance, making it easy to identify areas for improvement. Overall, Service Cloud empowers me to deliver faster, more consistent, and personalized customer support, which enhances satisfaction and drives loyalty. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is a powerful solution, there are a few drawbacks. The wide range of features and customization options can be overwhelming for new users, resulting in longer onboarding and adjustment periods. Sometimes the platform’s interface feels cluttered, especially when managing multiple channels and large case volumes. Advanced configurations and integrations often require additional technical expertise or support, which can lead to extra costs. Lastly, occasional performance slowdowns or bugs—especially right after major updates—can temporarily disrupt workflows. Despite these issues, the strengths of Service Cloud largely outweigh its challenges for teams focused on improving customer support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves several key challenges in customer service by consolidating all support interactions, cases, and communication channels into a single platform. This centralized approach eliminates the need to switch between different systems, allowing me to respond to customer inquiries more quickly and efficiently. The platform’s automation features—such as case routing, knowledge articles, and task reminders—not only streamline issue resolution but also free up time to handle more complex cases. With Service Cloud’s real-time dashboards and reporting tools, I gain clear visibility into case progress, team workload, and resolution times, which helps prioritize urgent issues and maintain high service standards. The ability to integrate with chat, email, phone, and social media means no customer request is missed, increasing overall satisfaction. Ultimately, Service Cloud simplifies my workflow, boosts productivity, and enables me to deliver more responsive, personalized customer support. ### 47. Great Experience, Nothing to Dislike **Rating:** 5.0/5.0 stars **Reviewed by:** Heemal K. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud provides a unified and intelligent platform that streamlines customer service across multiple channels. I like how it centralizes all customer interactions — email, chat, phone, and social — into a single 360-degree view, making it easier for agents to respond quickly and with full context. The automation through case routing, macros, and AI-powered recommendations (Einstein) greatly reduces manual workload and improves resolution times. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While the platform is feature-rich, it can feel complex to configure without proper admin support or training. Some customizations require advanced technical knowledge, and initial setup or integrations can take time. The UI can also feel a bit heavy when managing large data sets, so a more streamlined user experience for agents would make it even better. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud is helping us centralize and streamline customer support operations that were previously scattered across multiple systems and channels. It solves the problem of fragmented guest interactions by providing a single view of each customer — including their bookings, cases, and communication history — so agents can deliver faster, more personalized support ### 48. Salesforce Service Cloud: Powerful, Unified Support with a Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** Ama S. | Lead Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud makes it incredibly easy to deliver personalized, efficient, and consistent customer support. I love how everything lives in one place, Cases, Knowledge, Omni-Channel routing, automations, and reporting, so agents can focus on solving issues fast. The integration with other Salesforce clouds is seamless, giving a full 360° view of the customer. Real-time dashboards and flows also help reduce manual work and improve response times significantly. Actually, I love service cloud! **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Honestly, the only tricky part is that it can feel a little overwhelming at the beginning because there are so many features to explore. Setting up advanced automations sometimes needs admin or dev expertise, and licensing can get expensive for big teams. But once everything is set up, the value it brings is totally worth it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves the challenge of managing customer support across multiple channels in one place. It brings together cases, chat, email, phone, and self-service, so nothing falls through the cracks. With real-time visibility and automation, it helps resolve issues faster, improve customer satisfaction, and make support teams more productive. For me, it means less manual work, better tracking, and smoother customer experiences overall. ### 49. Robust, User-Friendly, and Scalable Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Adoril N. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the overall customer experience facilitated by Salesforce Service Cloud. It's great for engaging with our customers and managing cases, which helps in tenant management, account management, and product support. I find case management immensely useful as it's the primary channel for communicating with customers effectively. The integration with tools like Jira allows seamless API interactions to update and manage cases efficiently. The product's usability and robustness enable engagement with customers on both small and large scales, making it powerful for any large-scale organization. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would love to see more options for creating cases at a larger scale, like, proactively. As an internal support user, I wish it was a lot easier to create a large number of cases for a large subset of our customer base or a unique combination of the customers to inform them of issues that impact them specifically. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to enhance customer experience, enabling proactive case management for tenant and account needs, and efficiently handle incidents and crises communications. ### 50. Promising Potential with Complex Security Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud turned out to be the best choice for our needs, standing out during our CRM evaluation process. I'm excited about the AI tools that will help in automating data entry and transcription to ease the work on our customer service agents. The mature development tools and app exchange platform really simplifies extending the system through customization or third-party applications, such as those for call connections and SMS integration, decreasing our time to market for these big enhancements and business process improvements. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the complexity of the user security model challenging. With profiles, permission sets, permission set groups, permission set licenses, roles, and role hierarchy, there's so much complexity that it becomes really difficult to design a simplistic and scalable model for users to get the right access that they need. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I'm planning to use it to standardize call management processes, automate data entry via AI, and benefit from easy integration and extension capabilities. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-14+12%3A18%3A25+-0500&secure%5Bsession_id%5D=40d870bc-cc90-4bba-990a-be7ca57e546c&secure%5Btoken%5D=4705796fe7dcc5b0de2a64eae31cba97f908e3324c03e400c070e764bab3714f&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) - [Agentforce Marketing (formerly Salesforce Marketing Cloud)](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews) - [Amazon AppFlow](https://www.g2.com/products/amazon-appflow/reviews) - [Amazon Chime](https://www.g2.com/products/amazon-chime/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Anaplan](https://www.g2.com/products/anaplan/reviews) - [Avochato](https://www.g2.com/products/avochato/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [CR Essentials](https://www.g2.com/products/cr-essentials/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [DataCloud](https://www.g2.com/products/datacloud/reviews) - [Docusign](https://www.g2.com/products/docusign/reviews) - [Ext JS](https://www.g2.com/products/ext-js/reviews) - 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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) - [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 - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 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