--- 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 7358 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: 7358 scale: '5' date_modified: '2026-08-06' 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:** 7,358 ## About Agentforce Service (formerly Salesforce Service Cloud) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform ## Agentforce Service (formerly Salesforce Service Cloud) Pros & Cons **What users like:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. (1259 reviews) - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. (1102 reviews) - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. (1097 reviews) - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. (973 reviews) - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. (591 reviews) - Automation (545 reviews) - Centralization (523 reviews) - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. (516 reviews) - Customization (478 reviews) - Centralized Information (433 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. (697 reviews) - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. (583 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. (474 reviews) - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. (423 reviews) - Limitations (416 reviews) - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. (413 reviews) - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. (368 reviews) - Limited Features (344 reviews) - Difficult Implementation (322 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. 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. ### 2. 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. ### 3. 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. ### 4. Service Cloud can do just about anything **Rating:** 4.5/5.0 stars **Reviewed by:** João R. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I really like about Service Cloud is how flexible and powerful it is once you truly understand the platform. As someone who works daily building automations and integrations for a global support team, I’ve seen how Service Cloud can adapt to almost any business process, from case routing and escalations to chat and in-app messaging. The way everything connects — Cases, Omni-Channel Skill Based Routing, SLAs, gives support agents a complete view of the customer. And as a developer, I appreciate how much you can extend it with Apex, Flows, and LWCs without losing control of scalability or maintainability. It’s one of those tools where, with the right design, you can solve almost anything. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What I dislike is mostly related to complexity. Troubleshooting automation conflicts or performance issues in a large-scale environment can be time-consuming. Some older features still exhibit the “Classic vs. Lightning” gap, which can sometimes make the user experience feel inconsistent. And finally, the licensing model can get expensive as you scale, especially when you need add-ons. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud has really changed the way our support team works day to day. Everything - cases, chats, escalations, even internal handovers - now happens in one place, which makes collaboration so much easier. Before, we had data spread across tools and people wasting time just figuring out who owned what. Now it’s all connected and visible. From my side as a developer, it’s been rewarding to see how automation and integrations (like PagerDuty or GChat) actually make agents’ lives easier — not just add more complexity. We’ve managed to reduce manual work, speed up response times, and give managers the visibility they always wanted. It feels like we’re finally running support the way it should be - clear, fast, and connected. ### 5. Powerful and flexible **Rating:** 5.0/5.0 stars **Reviewed by:** Sidrah S. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I really like about Service Cloud from an admin point of view is how smoothly it brings everything together from case automation and Omni-Channel routing to real-time dashboards and the Service Console. It saves so much time by reducing manual work, keeping support organized, and giving a clear view of what’s happening. Plus, it’s flexible enough to fit any team’s workflow, which makes managing and scaling support operations a lot easier. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It’s powerful, but that also means troubleshooting or training new users takes time. Plus, some features feel pricey or locked behind extra licenses, which can be tough for nonprofits or smaller orgs trying to stay budget-friendly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** For us, Service Cloud has made everything so much more organized and efficient. All student, teacher, and donor inquiries come into one place, so nothing slips through the cracks. It routes requests to the right person automatically, tracks progress, and gives us clear visibility into where things stand. The reports make it easy to see how quickly we’re responding and where we can improve. Overall, it’s helped us communicate better, work faster, and provide a smoother experience for everyone we support. ### 6. Easy Setup and Integrate, But Change Management Lags Behind **Rating:** 4.5/5.0 stars **Reviewed by:** Danielle P. | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Very easy to configure 90%+ of our work using out of the box functionality, with some customization to support the specifics of our business! As we move all our Ops into Service Cloud we’re not just improving our customer support experience, but we’re putting our support teams right alongside sales - turning touch points into opportunities. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** We’re stuck in old ways of working - tickets, standard operating procedures, manual processes, etc. Knowing where to start is one thing, transforming our people and processes at the pace we can change the product is another. We also haven’t upskilled enough power users yet to fully tap into Flows and other options to make it more self-serve, which makes Eng and Product an unnecessary bottleneck. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce is helping us across all Service Tiers - from fast high touch white glove support to self service at scale - we’re using Service Cloud to help internal and external users get the right help at the right moment so they can focus on what’s important. ### 7. Powerful Service Platform with Great Automation, but Steep Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** Priyal K. | Technical Business Analyst – AI Strategist & Technical Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud brings all customer interactions together in one place, whether they come through email, chat, or phone. This centralization helps teams provide quicker and more tailored support. I especially appreciate its automation features, including case routing, macros, and integration with the knowledge base, as these tools minimize manual work and promote consistency. Additionally, the real-time dashboards and AI-powered insights from Einstein make it straightforward to monitor performance and enhance customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Although Salesforce Service Cloud is a robust platform, it can be somewhat challenging to set up at first, particularly when customizing workflows or connecting with third-party applications. Certain advanced capabilities may also demand extra licensing or development work, which can add to both the cost and the time required for implementation. Nevertheless, after proper customization, the platform’s scalability and adaptability generally make these initial hurdles worthwhile. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses the challenge of efficiently managing customer support across various channels. It simplifies case management, automates routine tasks, and provides a comprehensive 360° view of each customer by connecting data. These features help decrease response times, enhance team collaboration, and enable more personalized service. Personally, I have found it valuable for learning how to analyze customer interactions, design effective workflows, and implement automation to boost overall service quality and user experience. ### 8. Flexible and reliable **Rating:** 5.0/5.0 stars **Reviewed by:** Gustavo P. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I'm a big fan of Salesforce Service Cloud. I've been using it for the past few years, and it's helped me to improve my customer service operations dramatically. Here are some of the things I love most about it: It's flexible. Salesforce Service Cloud is designed to be customizable to meet the needs of any business. You can configure it to track your specific customer service processes and goals. It's easy to set up. Salesforce Service Cloud is designed to be easy to use, even for non-technical users. You can get up and running quickly with the help of Salesforce's online resources and training. It's used by a wide range of industries. Salesforce Service Cloud is used by businesses of all sizes and industries. This means that you can find the features and functionality you need to succeed in your specific market. And... all of this can be powered with DATA and IA!!! **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At this point... nothing. The tool provides what I need to provide services to my customers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It resolves customer issues more quickly: It helps businesses to track customer interactions and identify patterns. This allows businesses to resolve customer issues more quickly and efficiently. Improve customer satisfaction: Salesforce Service Cloud provides businesses with insights into customer satisfaction. This allows businesses to identify areas where they can improve their customer service. Reduce customer churn: and Automate customer service tasks: Salesforce Service Cloud can automate many customer service tasks, ### 9. Powerful and Customizable, but Complex and Costly: My Experience with Salesforce Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Naoko N. | Growth and Creative Strategist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud is a powerful customer service and support platform that offers a variety of features and benefits to organizations looking to enhance their customer service experience. Some of the most appealing aspects of the platform include: * **Customizability**: Salesforce Service Cloud's ability to adapt to an organization's unique needs through customization allows businesses to tailor the platform to their specific workflows and processes, making it an adaptable solution for companies of all sizes. * **Omnichannel support**: With support for multiple channels such as phone, email, chat, and social media, Salesforce Service Cloud enables businesses to provide seamless and consistent support experiences across various platforms, ensuring that customers can reach out through their preferred communication method. * **Integration capabilities**: The platform's ability to integrate with other Salesforce products and third-party applications allows businesses to create a unified ecosystem, improving efficiency and data sharing. Despite its numerous benefits, there are a few areas that could be improved or might present challenges for users: * **Complexity**: Salesforce Service Cloud's extensive features and capabilities can result in a steeper learning curve for new users, potentially making it more difficult to navigate and configure for those with limited experience. * **Cost**: As a robust platform offering a variety of features, Salesforce Service Cloud can be relatively expensive, particularly for smaller businesses with limited budgets. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud's extensive features and capabilities can result in a steeper learning curve for new users, potentially making it more difficult to navigate and configure for those with limited experience.As a robust platform offering a variety of features, Salesforce Service Cloud can be relatively expensive, particularly for smaller businesses with limited budgets. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The platform's built-in analytics and reporting features enable organizations to monitor key performance indicators (KPIs), identify trends, and make data-driven decisions to improve their customer service operations and overall business performance. ### 10. Seamless Case Management Boosts Customer Satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Chase M. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of use of Salesforce Service Cloud and its out-of-the-box functionality, which handles many of our needs seamlessly. The integration with other platforms, such as Microsoft and Google Cloud, enhances our workflow efficiency. Case management features like email to case, auto capturing CSAT, and case routing are invaluable, significantly improving our customer service and satisfaction ratings. The seamless integration enables effective automation, creating a substantial benefit for our customer management. Salesforce Service Cloud's overall effectiveness is also a key reason for continued use and potential future purchase. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think that the service has a huge opportunity for AI, to further automate and provide best in class service to customers. I would make it more widely available to Service Cloud customers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to streamline case management, improving customer service and satisfaction. The seamless integration with other platforms automates processes, benefitting our team significantly. ### 11. Still learning and growing with service cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Krissy P. | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We are still early in our usage and leveraging service as a tool in our organization but we have loved creating reports and dashboards to increase transparency in our customer service function and how much they are doing for our customers and it has helped identify new areas we need to focus on. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** This isn't a necessarily a downside of service but more our implementation. Our customer service users also had access to our sales console and those users did not understand the benefits of the service console after using the sales. The different UI was hard for them to adapt to not having understood the foundation of why it looks different. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service is bringing our teams the single use tool as opposed to having tools in a multitude of areas as they used to. Having a single tool handle a multitude of their tasks is a game changer. ### 12. Agentforce Service: Unified AI Assistant for Omnichannel Support and Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the new AI agent capabilities in Agentforce Service, especially the improved automation, real-time assistance, and low-code Agent Builder tools that help teams resolve customer issues faster and more efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** One drawback of Agentforce Service is that setup and customization can still be complex for organizations with advanced workflows or heavily customized Salesforce environments. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Agentforce Service improves customer support by automating repetitive tasks, speeding up response times, and leveraging AI to provide a more personalized service experience. ### 13. Manager, Service Cloud Administration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Being able to connect service inquiries with the full scope of customer data in the Salesforce platform allows us to create well informed and accurate customer interactions. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** With the push to make everything ai centered, there is not enough focus on how impressive and efficient an org can be even without the new features that add significant cost. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud enables our contact center agents to have access to all the necessary tools they need to assist customers all in one place. Previously they had multiple systems they had to log into including a separate phone system that required them to manually create cases to work. ### 14. Direct Salesforce Integration, Smooth Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Timothy H. | Health Informatics Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Direct integration with Salesforce simplifies the architecture. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The cost is a commitment that weighs in heavily during the decision making process. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It handles the basics so my team can focus on higher value activities. ### 15. Efficient for Handling Inbound Queries **Rating:** 4.0/5.0 stars **Reviewed by:** Atish shah r. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Agentforce Service (formerly Salesforce Service Cloud) helps resolve customer inquiries, especially those related to inbound queries. It's also not that difficult to set up, which made it easier to start using. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** N/A **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Agentforce Service to store our data and help resolve inbound and customer queries efficiently. ### 16. Agentforce Makes Case Management Fast, Reliable, and Easy with AI **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)?** I used agentforce service for case management which helps me build solutions fast and reliable and by using AI features it is very easy to manage services. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The only which i dislike is the initial setup cost and configurations needed for setup **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I used agentforce Service in my org for faster case management which leads to fast implementation. ### 17. Streamlines Service with AI, Needs Improved Case Management **Rating:** 4.0/5.0 stars **Reviewed by:** Philip M. | Owner & President **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 unify our customer relations and finance teams into a single case resolution solution, which cuts down on costly communication time across departments. The upcoming implementation of omnichannel automated case routing with Five9 telephony integration excites me, as it promises enhanced efficiency. I am also impressed by the streamlined service resolutions and the new artificial intelligence capabilities, which inspire me to not only continue using the platform but also consider reconfiguring it for even better performance. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the initial setup challenging due to the complexity of our implementation, which involves multiple case types, approvals, and assignment rules. Additionally, managing case assignments and approvals is somewhat cumbersome and difficult. I would appreciate a more streamlined, AI-enabled process for setting these up. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to unify customer relations and finance teams, reducing communication time and improving efficiency. ### 18. Powerful Customization and Omni-Channel Features, but Messaging Integration Needs Work **Rating:** 4.0/5.0 stars **Reviewed by:** Amanda H. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud, and Salesforce overall, offer a high degree of customization. The omni-channel routing feature has especially made a significant positive difference in our support team's efficiency. Additionally, Omni Supervisor and the capability to flag work for supervisor assistance or monitor an agent's work in real time have both contributed to improved overall handle times. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Integrating Messaging In-App and on the Web, especially using the In-App SDK, was not straightforward. Our mobile engineers struggled to tailor the experience, which led to app-initiated messaging sessions sometimes behaving unpredictably. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The self-service features of our help center Experience site have been incredibly valuable in lowering our overall case volume. Similarly, the Flow capabilities in Salesforce and Amazon Connect (for Service Cloud Voice) have played a significant role in prioritizing and strategically routing our customers to specialized teams. This has led to higher first-touch resolution rates and improved customer satisfaction. ### 19. Great Unified Customer View, but Add-On Costs Add Up **Rating:** 4.0/5.0 stars **Reviewed by:** Sai K. | Sr. Director, Global Customer Service and Support, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** 360° Customer View (All Info in One Place) Service Cloud brings together all customer data — cases, past interactions, orders, and assets — in a single screen. • Agents instantly see the full history and context. • You can resolve issues faster without switching between tools. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Cost of Add-Ons While the core platform is strong, many advanced features — like Digital Engagement, Einstein AI, or Field Service — come as separate paid add-ons. • Increases total cost of ownership. • Smaller or mid-sized teams may not be able to afford full functionality. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Problem: Scattered Customer Information Before Service Cloud, customer details, cases, and communications often live in multiple tools (email, spreadsheets, chat logs). That slows down response time and makes it hard to see the full picture. • Brings all customer data — cases, contact info, product history, and past interactions — into one console ### 20. Promising Flexibility with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Brittany D. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ability of Salesforce Service Cloud to consolidate all data in one place. This centralization is crucial for running various reports for our leadership. I also value its customizable nature, allowing it to adapt to different needs and functions within our organization. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Setting up Salesforce Service Cloud has been challenging. Specifically, during our build-out process to transfer our CRM, there have been issues in scoping and execution, notably the marketing department didn't have a significant role in the initial setup phase. This has led to difficulties in getting the service configured exactly as we need in the first phase. I'm also grappling with understanding all the features available within the product as a first-time user. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud centralizes our data, facilitating better management of customer service, call centers, partnerships, and contacts. This streamlines reporting for leadership, enhancing our operational efficiency. ### 21. A tool that can accumulate every action of a customer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Where being on the Salesforce platform allows you to centralize all of your customers' activities.The ability to provide personalized, AI-driven customer service across all channels to increase operational efficiency while deploying high quality services on a large scale. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It's going to cost more, but if I can utilize that, I think I can give that back to you. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It's going to cost more, but if I can utilize that, I think I can give that back to you.Leverage knowledge articles to help service representatives and customers find the best answers to common inquiries and resolve issues quickly. Reduce the search effort for your customer support team by immediately displaying relevant articles and resources in the Help Center or Service Representative Console. Customers will be able to find the information and answers they need whenever they want, rather than having to contact a service representative directly. ### 22. Streamlined Customer Support, Needs Flexible Pricing **Rating:** 4.5/5.0 stars **Reviewed by:** Pablo S. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud's components very efficient for providing supervisors with a quick real-time summary of operations, which helps in overseeing customer support more effectively. The recent new features seem promising for streamlining resolution rates and enhancing the success rate for inquiries. I also find the ability to integrate with other channels like WhatsApp and social media valuable for expanding our capabilities. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the pricing models for Salesforce Service Cloud to be complicated, especially when it comes to adding more users who require access for executing certain tasks. The pricing structure seems inflexible, making it challenging to provide appropriate access and filters to users who need them without exceeding budget constraints. This complexity can limit our ability to perform specific escalations and required steps efficiently. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud streamlines handling customer inquiries, especially reservations and machine changes, while real-time summaries improve management oversight. ### 23. Powerful but Complex to Manage **Rating:** 4.5/5.0 stars **Reviewed by:** Bill K. | Application Software Development Managing Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud makes it easy to centralize customer interactions and streamline case management. The automation and workflows reduce manual effort, and the 360-degree customer view enables faster, more personalized service. It integrates seamlessly with other Salesforce products, which makes scaling and reporting incredibly efficient. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While powerful, Service Cloud can be complex to configure and maintain without experienced admins or developers. The licensing and add-on costs can also add up quickly, which can be challenging for smaller teams. Additionally, some standard features require custom development or multiple clicks to accomplish what could be simpler out of the box. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud helps us centralize and track customer support interactions in one place, reducing missed follow-ups and response delays. It gives our team better visibility into open cases, streamlines escalations, and improves overall response times. This has led to more efficient issue resolution and higher customer satisfaction. ### 24. Efficient Centralization with Salesforce Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Richard B. | Gerente de CRM e Business Intelligence, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the centralization of information in a single system, which greatly facilitates customer service by having the entire case history in one place. The simplicity of Salesforce is fundamental, making it easy to use, and Trailerhead is a valuable resource. The migration was smooth and had no complications for my team. I like the integration with other clouds such as Financial Service Cloud, Marketing Cloud, and Tableau, which enhances digital engagement. I believe these features increase my efficiency in customer service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the price could be a little lower to make the tool viable for smaller businesses and companies. Currently, it is not possible for smaller companies to scale with the current cost. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I centralize information in a single system, facilitating customer service by quickly accessing the complete history of occurrences. ### 25. Business Booster with Initial Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Paola Daniela V. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud offers us extensive possibilities for improvement and scalability, allowing us to implement effectively in our 24/7 contact center. It has provided us with visibility and peace of mind in our daily operations. The scalable and standardized platform with useful tools helps us grow in the market with ease. The ability to integrate data with tools like Tableau adds great value to our processes, while easy access to data and the ability to grow our business in a scalable way are fundamental aspects. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It was not easy to make the switch from a highly customized platform to a more standard one. Cleaning the data was a major challenge. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud improves our service traceability, provides a scalable and standardized platform, generates data for better decisions, and facilitates integrations with tools like Mealsoft and Tableau, adding value to our processes. ### 26. Seamless Integration, Challenging Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Mary Jo S. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for its seamless compatibility with our existing Salesforce Sales Cloud, facilitating better integration across our systems. The platform efficiently collects and routes customer service tickets, allowing categorization and fast response times from our team. Additionally, the service contract feature in another organization of ours is incredibly helpful for managing service contracts effectively, contributing positively to our operational workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found setting up Salesforce Service Cloud quite difficult due to the complexity of integrating our custom mobile app. The complexity in the business processes and workflows, and the challenge in getting everything to render appropriately in the mobile app, caused several challenges. Additionally, I desire better mobile capability as an area for improvement. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product allows us to efficiently collect and route tickets, categorize them for effective handling, and respond to customers more quickly, enhancing operational benefits. ### 27. Great Speaker Events That Stand Out was the Slack speaker **Rating:** 5.0/5.0 stars **Reviewed by:** Marvin V. | Founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really enjoyed their great speaker events, and the badge pickup process was easy and straightforward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, there seemed to be a lack of interest in some sections, where the reps didn’t appear attentive to visitors. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Possibly the live chat feature for our website visitors. ### 28. Effortless Setup and Stellar Case Management **Rating:** 5.0/5.0 stars **Reviewed by:** Kara A. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how easy it was to set up Salesforce Service Cloud. The integration of past information from our Salesforce platform was seamless, which made the transition smooth. The efficiency in case management is phenomenal; it empowers our service reps to handle more cases swiftly with all information readily available. The feature that allows us to access the history in service records is invaluable, helping us diagnose current issues based on past customer interactions. This capability enhances our involvement with customer accounts, making clients feel valued and understood. Overall, the ease of use of Salesforce Service Cloud is a major reason I would consider purchasing it again. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the look and feel of Salesforce Service Cloud could be improved. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud improves our case management efficiency, letting service reps handle more cases with all information readily available, enhancing customer satisfaction. ### 29. Intuitive UI with Top-Tier Email Features **Rating:** 5.0/5.0 stars **Reviewed by:** Heather E. E. | Salesforce Product Owner **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I enjoy the frequent updates to the Salesforce Service Cloud, which continuously improve the service console. The platform's intuitive AI UI allows my field service agents to quickly navigate and action cases, making tasks much more efficient. I find the email component particularly useful as it provides a comprehensive bird's eye view, enabling efficient communication with customers through email templates and macros. Additionally, the task features help us manage cases more effectively, and the supportive Salesforce system significantly aids in setup and troubleshooting. Overall, I find the service cloud to be highly beneficial in addressing and effectively handling customer complaints, contributing to enhanced customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would just like more hands-on support to help me on the fly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product enhances case management, enabling quicker resolution of customer complaints and supporting streamlined team operations using email templates and intuitive UI. ### 30. Strong No Code Setup for rapid development **Rating:** 4.5/5.0 stars **Reviewed by:** Amit K. | Associate Salesforce Developer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Agentforce Service gives user simple secure integration and a no code setup for rapid deployemnt **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** If feels complex and sometime hard to debug. Also the UI has little inconsistencies **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It gets the cases, interactions and knowledge all at one place. This helps me in building smarter automations, workflows and integrations effieciently and quickly. ### 31. Streamlines Work Orders and Document Management Seamlessly **Rating:** 4.5/5.0 stars **Reviewed by:** Amber H. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 29, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We use Salesforce to enable our clients to create work orders directly within our dashboard, dispatch those work orders to subcontractors, and attach relevant documents and invoices to each work order. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I have no complaints about Salesforce; there is nothing I dislike about it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We were looking for a portal that would enable our customers to create work orders and track their status directly within the platform. ### 32. Effortless Case Management, Needs Improved Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Abhishek N. | Director - CRM Suite and Sales Enablement Tools **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud simplifies case management with features like easy case rerouting, assignment, and automated email replies. The use of agent force to automate various flows is incredibly beneficial, saving significant time for my customer service team. Additionally, the ability to automate repetitive tasks provides considerable efficiency boosts. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the migration process to be challenging due to data mapping issues. Some fields from the previous service provider software did not match with Salesforce, which caused problems during the transition. Additionally, I would like to see more integration with real-life scenarios, allowing the system to learn from cases and enabling self-resolution in some situations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud simplifies case management with features like easy case rerouting, auto-assignment, and automated email replies, enhancing efficiency. It also allows automation of workflows with agent force, saving time for customer service teams. ### 33. Has helped us streamline support **Rating:** 5.0/5.0 stars **Reviewed by:** Kristi I. | Chief Administrative Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We were already using sales cloud for many of our operations but our IT support was isolated in a separate system. We love how it connects with all our data in sales cloud and creates visibility for all teams on both sides. It has also allowed us to improve ticketing for external customers but slows our account management team to manage and see requests. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Does take some initial skill to get going we had to work with a partner so does have some upfront start up costs. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It has allowed us to consolidate our IT help desk into one place for both our internal IT support ticketing as well as support tickets for IT from external customers. We have also been able to leverage it for our a client success teams to track other non IT support needs in one place. ### 34. Great visibility for managing fleet issues in one organised system **Rating:** 4.0/5.0 stars **Reviewed by:** Nikola B. | Junior Penetration tester, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It was useful for managing fleet-related issues at Peloton. We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system. It gave good visibility and helped keep things organised across teams. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It’s not simple. Setup takes time, and you need proper configuration to make it work well. It can feel heavy for day-to-day operations and costs add up. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helped manage fleet operations by tracking incidents, maintenance, and dispatch issues in one place. This reduced manual follow-ups, improved response times, and made coordination between operations and support teams easier. ### 35. Great Customer Insights and Automation, but Complex for Small Businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Marianne M. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love that Salesforce Service Cloud gives a full view of each customer’s history, so we can provide more personalized and consistent support. The case management features and automation make it easy to prioritize and resolve issues quickly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The platform can feel a bit complex for a small business like mine. There are so many features that it sometimes takes extra time to customize it to fit a simpler workflow. A more streamlined setup process for small businesses would be helpful. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps me keep all client communication, booking details, and follow-ups organized in one place. Before, it was easy for messages to get lost between emails and social media inquiries. Now I can track every client’s journey — from the first inquiry to final gallery delivery — which saves time, reduces mistakes, and ensures a smoother client experience. ### 36. All-in-One Customer Dashboard and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** RaviShankar S. | Senior Enterprise Cloud Architect, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud provides customer-specific account information within a single dashboard, making it easy to access all relevant details in one place. It also integrates smoothly with existing tools and other customer relationship management (CRM) systems, which enhances overall workflow and connectivity. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Renewals costs are high, lack of fullfledge ITSM Tool integration for external customers to raise support cases. Support time is taking long. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Understand the customer contract information, renewal timelines, key contacts from customer side, tracking NPS score. ### 37. Seamless Migration with Stellar Collaboration Features **Rating:** 5.0/5.0 stars **Reviewed by:** Nate A. | Senior Support Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2016 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the seamless migration to Salesforce Service Cloud from our previous platform; we didn't lose any functionality during the transition. The platform's user-friendly interface enables our agents to manage cases effortlessly. I find the collaboration tools, especially Chatter, invaluable as they enhance our team's ability to resolve cases quickly and provide comprehensive visibility for case management. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think knowledge and using knowledge-based articles could be easier to make and reference inside of a case. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find that Salesforce Service Cloud enhances team collaboration through Chatter, ensures faster case resolutions, and improves visibility for managers, which makes our case handling efficient and seamless. ### 38. Salesforce: A force for good **Rating:** 4.0/5.0 stars **Reviewed by:** jamespogi s. | Customer Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce has been our firm foundation in different production sites, assisting customers globally and ensuring the quality that we deliver. Through Salesforce, it not only enhance the quality of how the service delivery creates a positive impact to our employees, but also ensuring the tools and its modernize, competitive, and highly innovative tool for everyone. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There are always the good and the bad side of every tool we used. In Salesforce, it has a lot of features to navigate with, moreover it is not a user friendly if that's the first time you will use it. It's quiet complex to use it especially if you're not familiar on the on it. It may affect the quality and quantity of how the users use it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** In customer service, we use service Cloud as we centralizes customer information from various channels (email, phone, social media, etc.) into a single platform, providing a 360-degree view for agents. This allows us and our agents to see a customer's complete history, leading to more informed and personalized interactions. With automated case routing, knowledge base integration, and AI-powered tools, Service Cloud streamlines our workflows and empowers agents to resolve issues faster. The features like automated case assignment, SLA tracking, and knowledge article access directly within the case. ### 39. Effortless Integration and Stellar Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** Brian C. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate how easy it was to set up Salesforce Service Cloud, which integrates smoothly with our existing user base and communication channels. The system excels in making ticket management effortless, offering a clear overview for prioritization and allowing seamless ticket submission without needing separate systems. Additionally, the integration with our existing workflow is fantastic, and its automation tools are extremely useful, making process creation for approvals simple. The ability to manage escalations easily is another added benefit. Given these features, I would definitely buy Service Cloud again and highly recommend it with a score of 10. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to streamline ticket management, making it easy to communicate ticket information with users and to prioritize tasks effectively. It integrates seamlessly with existing workflows and systems, enhancing our ability to manage and resolve issues efficiently. ### 40. Efficient Customer Management and Omnichannel Support with AI Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Satamita (Mita) D. | Senior Salesforce Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Manage customer inquiries, complaints, and requests efficiently. • Provide agents with a unified view of customer data. • Automate workflows and case routing to improve service speed and accuracy. • Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.). • Deliver AI-powered insights for proactive customer care. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Licensing costs are significant — Service Cloud is priced per user, per month, and can quickly become expensive for large support teams. • Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses. • There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.). **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** In the context of Salesforce Service Cloud, problem solving = managing the full lifecycle of an issue: Detect → Diagnose → Resolve → Learn → Prevent Service Cloud provides the digital tools and data visibility needed at each stage. ### 41. Smooth Setup, Stellar Bank Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Faisal R. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud extremely useful for creating and managing our sales pipeline, sales funnel, and lead management. Its 'Account 360' feature significantly enhances the management of our branch operations. The integration with MuleSoft made setting it up very easy and provided a smooth experience integrating with our existing banking applications. I genuinely appreciate the improvement in monitoring and managing our sales process that the platform brings. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like to see agent tech AI licenses embedded within Salesforce's current offerings. It seems there is an opportunity for better integration or availability of AI capabilities with the existing licenses we have. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to monitor our sales pipeline and funnel, solving our bank's lack of a system for this. It effectively manages sales activities and lead generation, providing crucial oversight that was previously missing. ### 42. Streamlined Multi-Channel Engagement, Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer S. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of setup of Salesforce Service Cloud, which allowed us to quickly stand up with the help of a partner and then tailor it over time to suit our team’s specific needs. I find the number of channels we can utilize very beneficial, particularly in consolidating our customer contact points. The integration with Sprout Social and other tools like Service Cloud Voice, omnichannel supervisor, email and web to case enhances our operational efficiency, covering all our requirements effectively making the return on investment substantial. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I wish more functionality was available to business users, as this would likely enhance the overall experience and usability for those who rely on it for daily operations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud helps centralize customer contact points, streamlining interactions and integrating multiple channels efficiently, which significantly supports our technical and order management tools. ### 43. Centralized Customer Management and Time-Saving Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Aman K. | Consulting Intern, Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like Salesforce Service Cloud because it brings customer data, cases, and communications together in one place. It lets me respond quickly and stay organized without switching between multiple tools. The automation and workflows also save time, especially for repeat tasks or follow-ups. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Like many other Salesforce products, the initial setup and configuration can be complex and costly, often requiring outside consultants. Its wide range of features also comes with a steep learning curve for new agents, making both initial and ongoing training essential to fully leverage the platform. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** With Service Cloud, the support team can manage cases more efficiently and make full use of the email-to-case feature, which helps them respond faster. ### 44. Great customer journey visibility, but complex for marketing insights and dashboards **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** As a marketer, I appreciate how Salesforce Service Cloud gives me a clear view of customer interactions and service touchpoints. It helps me understand customer journeys, track engagement, and collaborate with the support team to deliver more personalized campaigns. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** From a marketing perspective, the platform can feel complex and overwhelming, especially when trying to extract specific insights or customize dashboards for campaign tracking. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It reduces silos between marketing and support teams, allowing us to deliver more personalized messaging, improve customer experiences, and make data-driven decisions. ### 45. Challenging Setup, But Effective for Customer Retention **Rating:** 4.0/5.0 stars **Reviewed by:** Super A. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the voice aspects of Salesforce Service Cloud, which I find very useful. The ability to have assistance and agents effectively working within the system enhances our customer service capabilities. Its contribution to solving customer service challenges and enhancing client retention significantly benefits our operations. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud to be challenging. Since it was a new product to us, we didn't understand it well initially. We had to work closely with consultants to figure things out and get the software set up properly, particularly integrating it with the existing Salesforce implementation we already had. This process was not straightforward and required a fair bit of effort and external assistance. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to solve customer service issues and increase client retention, benefiting me by effectively managing customer interactions. ### 46. Efficient Case Management with Stellar Features **Rating:** 4.5/5.0 stars **Reviewed by:** Anjali K. | Sales Marketing Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud centralizes customer complaints, improving response efficiency and providing visibility on case resolution times. The detailed implementation handbook and helpful videos made setting up Salesforce straightforward. Web-to-case feature is fantastic, auto-logging customer interactions seamlessly into our system. Having comprehensive customer information readily accessible, especially on mobile, empowers our sales reps to engage confidently and effectively during customer visits. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I am frustrated by the challenges faced trying to integrate Salesforce with Cisco, which has not been successful. Furthermore, I wish Salesforce Service Cloud offered better integration features, specifically the ability to integrate seamlessly with Microsoft Teams, as our entire company relies heavily on Teams for communication and collaboration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to centralize customer complaints, improve response times, and provide full visibility on case resolution, which enhances our customer interaction quality. ### 47. Empowers Customer Experience, Setup Needs Streamlining **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan s. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate Salesforce Service Cloud for addressing significant challenges in customer experience, measurability, observability, and overall improvement. The solutions cater to putting the customer at the core of operations. Its features, such as agent response and Service Cloud Voice, are set to revolutionize customer interactions, significantly enhancing efficiency and customer experience with its robust AI capabilities, allowing human agents to focus on more complex interactions. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the setup process of Salesforce Service Cloud complicated and lengthy. It's taking around six months for us to implement, which I think could be expedited. Simplifying the setup would significantly improve my experience. **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, improving measurability and observability. It puts the customer at the heart of everything we do, especially through its case management solution, and revolutionizes our business-to-customer interactions. ### 48. A Powerful Platform for Scalable and Personalized Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** manish b. | salesforce developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud offers a robust suite of features that help deliver fast, efficient, and personalized support experiences. The ease of use is commendable once the Lightning setup is in place—agents can manage cases, view customer history, and respond across multiple channels from a single interface. The ease of implementation is supported by strong documentation and a large ecosystem of partners. I use the platform daily, and the frequency of use is high across our support team because of its reliability and centralized design. The customer support from Salesforce is responsive and proactive, especially with Premier Support. The number of features—like Omni-Channel routing, macros, knowledge articles, case milestones, SLAs, and AI recommendations—offers flexibility and scalability for different business needs. Most importantly, ease of integration with third-party systems and other Salesforce Clouds (like Sales or Marketing Cloud) makes it a true end-to-end customer support hub. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Initial setup and customization can be complex for new users or smaller teams without technical expertise. The licensing and add-on costs can also rise quickly if advanced features like Einstein AI or Field Service are required. Some UI components (like Classic Console) feel outdated until migrated fully to Lightning. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We're managing customer queries, complaints, and feedback at scale while maintaining high CSAT scores. With automation and macros, we’ve reduced repetitive tasks for agents. SLAs, case assignment rules, and escalation paths help ensure timely resolution and consistent service delivery. ### 49. Excited About Service Cloud's Omni-Channel and Voice Features **Rating:** 5.0/5.0 stars **Reviewed by:** Venkat M. | Digital Commerce and Salesforce Practice Leader, 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 the best on Service cloud is the Omni channel capability as well as the way it is evolving in terms of leveraging agent force as well as you know the agent for Voice being the latest. I’m really excited to utilize it. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Well, I do not have any dislikes. I would rather say that I had a wish that Service Cloudq could expand out into the IT SM side of things now that I believe we are already in that space moving towards it so I’d rather more happy. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Essentially, it addresses the needs of users, particularly those in Customer Support. It helps them by simplifying their work and, in turn, making their lives easier. The changes it brings can have a positive impact, streamlining their daily tasks and improving their overall experience. ### 50. Simplifies Process and Data Management **Rating:** 4.0/5.0 stars **Reviewed by:** Madhavan S. | Medical coder, Small-Business (50 or fewer emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Its more simplier the process and data management **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sometimes it have some bug issue that only **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Improving new ideas ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+06%3A26%3A38+-0500&secure%5Bsession_id%5D=b712fa67-4756-4491-9bf6-ca1d77de89ef&secure%5Btoken%5D=3e9f9b8d1c3ddb679807bb0084f11ac274d7f983afb6c12864fe120aaee7a6d1&format=llm_user) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations - 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[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 **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - 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 - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - Generative AI **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **System Management** - Security - System Monitoring - SSL Security - GPS **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (478 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 4.3/5.0 (678 reviews) - 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