--- title: Agentforce Service (formerly Salesforce Service Cloud) Reviews meta_title: 'Agentforce Service (formerly Salesforce Service Cloud) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7359 reviews by the users' company size, role or industry to find out how Agentforce Service (formerly Salesforce Service Cloud) works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 7359 scale: '5' date_modified: '2026-08-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Agentforce Service (formerly Salesforce Service Cloud) Reviews **Vendor:** Salesforce **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,359 ## About Agentforce Service (formerly Salesforce Service Cloud) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform ## Agentforce Service (formerly Salesforce Service Cloud) Pros & Cons **What users like:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. (1259 reviews) - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. (1102 reviews) - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. (1097 reviews) - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. (973 reviews) - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. (591 reviews) - Automation (545 reviews) - Centralization (523 reviews) - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. (516 reviews) - Customization (478 reviews) - Centralized Information (433 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. (697 reviews) - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. (583 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. (474 reviews) - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. (423 reviews) - Limitations (416 reviews) - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. (413 reviews) - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. (368 reviews) - Limited Features (344 reviews) - Difficult Implementation (322 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. Seamless Integration, Valuable Metrics, Pricey Investment **Rating:** 4.0/5.0 stars **Reviewed by:** D . **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how seamlessly Service Cloud integrates with our existing Salesforce data, making it easy to set up. The ticketing system is invaluable, allowing us to track all client issues in one space and measure various metrics effectively, which greatly enhances our service management. The AgentForce feature is particularly useful, coupled with the chat functionality, providing significant benefits to our operations. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the cost of Salesforce Service Cloud to be a significant downside. It's expensive and could be a deterrent for recommending it to others. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud centralizes ticket management, provides metrics on ticket volume and efficiency, and is essential for handling large-scale client issues. ### 2. Very User-Friendly Interface with Zero Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** Mohamed A. | Hearing Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It has a very user-friendly interface, and it doesn’t take any time to get used to. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The page’s style needs to be more modern. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It feels like a gateway between me and my clients/customers, and it makes everything more accessible and easy to manage. ### 3. Comprehensive Customer Service Platform, but Costs Add Up Quickly **Rating:** 2.5/5.0 stars **Reviewed by:** Felipe C. | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I appreciate most about Salesforce Service Cloud is the way it unifies every element of customer service. It seamlessly integrates case management, automation, and AI-driven insights into a single, cohesive platform. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud licenses can be quite costly, particularly at the Enterprise or Unlimited levels. Additionally, many of the most useful features—such as Einstein AI, advanced analytics, or digital engagement channels—are only available as paid add-ons. Expenses can also escalate rapidly when you increase the number of users, implement customizations, or integrate with partners. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps us identify the weaknesses in our IT services and gives us insight into how our users interact with them. ### 4. “Efficient but Complex: My Experience with Salesforce Service Cloud” **Rating:** 5.0/5.0 stars **Reviewed by:** pooja s. | 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: Salesforce Service Cloud provides a unified view of customer interactions, making it easy to deliver fast and personalized support. I especially like its case management, automation tools, and AI-powered insights that help improve efficiency and customer satisfaction. The integration with other Salesforce apps also creates a seamless service experience across channels. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sometimes it can be complex to set up and customize, and user navigation can feel overwhelming for new users. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps track and resolve customer issues faster, automate repetitive tasks, and provide a 360° view of customers. This improves response time, team productivity, and customer satisfaction. ### 5. Comprehensive Platform with Effortless Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Katya O. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud to be the most comprehensive and major customer operations platform on the market. The ease of use, intuitive user interface, and easy navigation are standout features for me. I also appreciate how easy it was to set up and integrate with other tools. The speed of processing different requests significantly enhances my workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find some flaws in the case management and automations within Salesforce Service Cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for case management and service operations, finding it comprehensive for sales operations. It easily integrates with my tools and offers a user-friendly interface that speeds up processes and requests. ### 6. Makes my support work faster, easier, and more organized **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really like how everything I need is in one place - customer history, cases, emails, and chats. It helps me resolve issues quickly and provide a more personal experience for customers. The case management system is easy to use, and automation features like macros and quick texts save a lot of time. Having the knowledge base built in is also a big plus since I can share solutions right away. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At first, it can feel a little overwhelming because there are so many features to learn, but once you get used to the layout it becomes second nature. Occasionally the search could be a bit better, but overall there’s nothing major I dislike. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It keeps all customer information and cases in one place, which makes it easier to stay organized and respond faster. The automation tools save time on repetitive tasks, so I can focus more on helping customers. ### 7. Intuitive and Efficient, but Onboarding Needs Simplification **Rating:** 3.5/5.0 stars **Reviewed by:** Naor G. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really like how intuitive Salesforce Service Cloud is. It's something I haven't seen in other products. Additionally, I enjoy the feature that allows me to share everything I do automatically with my team, which is very enjoyable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the onboarding process lengthy despite not being particularly difficult. While the Salesforce Service Cloud is designed to be an easy plug-and-play tool, this simplicity can be deceiving because, over time, the system can become quite complex. This complexity can be overwhelming and might benefit from simplification. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product simplifies managing complex services for large enterprises and enables fast information sharing with my team. ### 8. Scalable Tool with Smooth Setup Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Peter D. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really value the scalability of Salesforce Service Cloud, which effortlessly matches the dynamic needs of our growing company. Adding or accommodating new team members is seamless, adapting to any situation. Additionally, the form to case and email to case features streamline communication, making it our primary tool for handling inquiries effectively. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud a bit challenging due to a learning curve and the difficulty in determining who had what talents or resources, especially when customizing setups. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product to manage member requests and discrepancies, simplifying multi-department operations. It's scalable, fitting our growing team's needs easily. ### 9. All-in-One Platform That Simplifies Daily Tasks **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** How useful this platform is on a daily-basis. Everything is at the same place, and accessible. I can't talk about the implementation, as I wasn't in charge of this. Salesforce is very well integrated in other platforms. As a CSM, you can easily find all the information you need about the contract, opportunities, customer info etc. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think that it is not very easy to understand how to navigate on the platform the first time you use it. It is not very intuitive, but once you know how it works, very easy to use. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It avoids using many different platforms. ### 10. Case Management Revolutionized with Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Salvador Jr V. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love Salesforce Service Cloud for its exceptional fit in our case management needs. The capabilities and seamless integrations it offers make it stand out from other options. Utilizing features like case management and omni support has drastically improved our operations. Additionally, the ability to integrate with chat services like Facebook, WhatsApp, and Viber enhances our communication efficiency. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I faced some challenges aligning Salesforce Service Cloud with our existing business processes, particularly when implementing single sign-on (SSO) or multi-factor authentication (MFA) for our contact center. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud excels in case management, offering omni support and seamless integrations, enhancing our operations significantly. ### 11. Effortless Integration and Smart AI Make Service Cloud a Standout **Rating:** 5.0/5.0 stars **Reviewed by:** Bethany E. | Customer Retention Group , Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce service cloud was easy to implement and easy to integrate our current book of business into. With its AI capabilities it can suggest setting follow up reminders and emails as well making customer service a breeze. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** N/a I love everything about salesforce service cloud **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** With its AI capabilities it can suggest setting follow up reminders and emails as well making customer service a breeze. This makes assisting customers an easy task ### 12. Complex Setup, But Automates Workflow Effectively **Rating:** 4.0/5.0 stars **Reviewed by:** Ishan C. | Founder and CEO **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud invaluable for integrating service tickets with our sales platform, enhancing our ability to manage support issues efficiently. I appreciate its automation features, which streamline our agent workflows by automatically responding to certain business listings, thereby saving time and improving productivity. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the setup process for Salesforce Service Cloud to be overly complex and time-consuming. It took almost a three-month cycle to set up properly, which I find to be a significant disadvantage. I believe the setup should be easier than what it is today. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product centralizes service tickets with sales, automates agent responses, streamlining processes. ### 13. Maximizing Sales Efficiency with Salesforce Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Vikrant Y. | Collaboration Engineer Lead, Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud stands out for its powerful case management and automation capabilities. The platform enables seamless omnichannel support—email, chat, phone, and social media—all from a single interface. I especially appreciate the ability to configure workflows, macros, and assignment rules, which significantly reduce response times and improve agent productivity. The integration with knowledge base articles and AI-driven suggestions (Einstein) enhances self-service and ensures faster resolutions **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is feature-rich, its complexity can be overwhelming, especially for new users or smaller teams without dedicated administrators. Customization often requires technical expertise or developer support, which can increase implementation time and cost. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us centralize and streamline customer service operations by bringing all support channels—email, chat, phone, and social media—into a single, unified platform. It solves the problem of disconnected systems and manual tracking by automating case assignment, escalations, and resolutions. The knowledge base and AI-driven recommendations empower agents with quick access to solutions, reducing resolution time and improving first-contact resolution rates. Additionally, the real-time reporting and dashboards give us better visibility into agent performance, customer satisfaction, and service KPIs, enabling us to continuously improve our service quality and make data-driven decisions. ### 14. Robust Support but Challenging Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Rishabh K. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud helps us serve our customers better by sharing information through knowledge articles and live chat. This system is incredibly helpful in managing both internal and external cases, benefiting both sides of our business. Their support in overcoming setup challenges was invaluable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Setting up Salesforce Service Cloud presented numerous challenges. Recently, configuring the mail for Agent Force Voice involved significant complications. Despite these issues, I managed to make it work with Salesforce's help and support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud enhances customer service by providing knowledge articles, live chat, and managing internal and external cases, improving our business operations. ### 15. Powerful, flexible, and the gold standard for customer service transformation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** As a Salesforce consultant, I’ve implemented Service Cloud for multiple clients across industries — from manufacturing to utilities. The flexibility is outstanding. You can model almost any customer service process, from simple email cases to complex multi-system integrations. Features like Omni-Channel routing, Knowledge, and the Service Console significantly boost agent efficiency. The recent Einstein AI and Agentforce capabilities are true game changers for automation and intelligent case handling. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The learning curve can be steep for teams new to Salesforce, especially when configuring automation (Flows, routing, etc.). Licensing and feature packaging can also get complex, so careful planning is key during scoping. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use it to centralize customer interactions, automate repetitive case handling, and give agents a 360° view of the customer. Integrations with SAP, telephony, and external knowledge systems have helped clients cut resolution time by 30–50% and improve CSAT significantly. ### 16. Extremely Helpful for Managing Vendor Contacts and Information **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** this is extremely helpful to get contacts from different vendors and store bunch of infos in it. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I unfortunatelly do not have anything that I dislike. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** it is absolutley worth of using this entire platforms and I helps me al ot. ### 17. Efficient Management and Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie E. | Manager of Data Analysis and Reporting, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate that Salesforce Service Cloud allows us to manage our urgencies effectively and react quickly. The streamlined views help us see what we need when we need it, enhancing our efficiency. The lightning reports and dashboards are very helpful, providing valuable insights. I also like that the platform is well-maintained, allowing us to effectively process our cases. I am impressed by the support it provides from reputed business leaders. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the case creation process could be improved to make it easier. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Service Cloud to effectively manage urgencies, react quickly, and streamline views for quick access to necessary information. ### 18. Great for Customer Service, but Needs a Lighter Version for Sales **Rating:** 4.0/5.0 stars **Reviewed by:** Ven G. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** By providing timely service to our customers, particularly through agentforce, we can enhance customer satisfaction. This improvement will help us secure repeat business. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There isn’t much to dislike about the Service Cloud. However, I would have preferred if there were a lighter version available to better manage sales-related services separately from guest engagement services, since these functions are handled by different departments. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Thanks to agentforce, we are now able to deliver a higher level of service to our customers, ensuring greater consistency and quality. This improvement leads to increased customer satisfaction, which ultimately encourages them to return and do business with us again. ### 19. Comprehensive Customer Support with a Steep Learning Curve in Salesforce Service Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The best part of Salesforce Service Cloud is its 360° customer view — it centralizes all interactions (cases, chats, calls, emails) in one place, making it easy for agents to deliver fast, personalized support. Features like case automation, knowledge base, and omnichannel routing also boost efficiency and response times. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The downside of Salesforce Service Cloud is that it can be complex and expensive to set up and maintain. Customization often requires admin or developer skills, and users can feel overwhelmed by the number of features. It’s powerful — but not always intuitive for new teams. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves problems like scattered customer data, slow response times, and lack of visibility across support channels. By centralizing everything in one platform, it helps deliver faster, more consistent service, improves team collaboration, and gives managers real-time insights into performance and customer satisfaction. ### 20. Powerful Automation, Essential for Regulated Industries **Rating:** 5.0/5.0 stars **Reviewed by:** John K. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the automation features in Salesforce Service Cloud, which significantly improve our case management by enabling quicker resolution times. Additionally, the routing policies enhance our overall efficiency. The robust features and seamless integration with other products we use make this service indispensable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud to be a bit complicated, especially given our use case in a heavily regulated industry like healthcare. We needed to bring in a consultant group to assist us with the setup process. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud enhances our patient case management with automation and routing policies, resulting in quicker resolution times. ### 21. Efficient Automation with Room for UI Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** gogo s. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for the view it provides of all customer interactions, helping me understand customer context and their issues better. The automation and case management features are particularly useful for my work in retail sales. Additionally, setting up the system was quick and straightforward, making the onboarding process easy. These aspects make Salesforce Service Cloud an efficient tool that I am likely to use again. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like Salesforce Service Cloud to look a little better. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to get a complete view of customer interactions, which helps me understand their context and address issues effectively. ### 22. Powerful and Scalable Service Platform with Robust Automation and Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Thiago C. | Global Procurement sr. manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud has significantly improved our customer service efficiency. Features like case routing, knowledge base integration, and omnichannel communication have enhanced our response time and overall customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** However, the learning curve can be steep for new users, and the cost can be high for smaller teams. Despite that, its flexibility, analytics, and AI-driven tools like Einstein make it one of the best CRM service platforms for enterprise-level support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The implementation costs can be high, and the range of partners varies in size. Additionally, there is often a lack of specialists within these partner organizations who truly understand the Retail Industry. ### 23. The Best Tool for Case Tracking, Intuitive and Effective **Rating:** 4.5/5.0 stars **Reviewed by:** Nora L. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that the configuration of Salesforce Service Cloud is very intuitive, which makes it easy to use from the start. I find that the tracking of internal tickets is a great advantage, helping in the efficient management of cases. Additionally, I appreciate the automatic information that agents receive, which is very convenient. For me, it is the best tool for case tracking. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Everything works great **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product for tracking internal tickets, which makes it easier for agents to have automatic access to information. It is an intuitive tool that I consider the best for case tracking. ### 24. Consistently Excellent and Up-to-Date Services **Rating:** 4.0/5.0 stars **Reviewed by:** Rishabh G. | Security and Compliance Anlayst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** All the services are excellent and consistently up to date. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There might be some delay in the data in your environment and in the cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps really create a track of all our customers and all their necessary informaiton ### 25. Email to Case Simplifies Work, No Complaints with Agent Force **Rating:** 4.5/5.0 stars **Reviewed by:** Pradeep S. | BSA Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Email to case functionality makes our teams’ tasks so simple and we are able to serve our customers in timely fashion. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** With agent force, no compaints at all as we are able to support our cross functional teams with different case queue **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We have different varieties of customers and with service cloud email to case settings, we are able to serve them on time. ### 26. Game Changer for Managing and Linking Account Records **Rating:** 5.0/5.0 stars **Reviewed by:** John I. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Best to keep the records of all cases that all the CS teams we have today from implementation teams, customer, success, managers, along account management. It helps us to also link these to account plans. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not that I can think of today we’ve been utilizing it a lot more since we rolled out account plans and this had been game changer of keeping records of issues related to an account **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Like I said on my previous, it’s for tracking issues related to customer success managers, books of business, along with issues related to major accounts serviced by technical account managers ### 27. Effortless Implementation, Great ROI **Rating:** 4.0/5.0 stars **Reviewed by:** Jaydeep G. | Senior Manager - Technology Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud easy to implement and it's faster to use compared to alternatives like SAP. Its case management and queue management capabilities efficiently support our call center operations, helping agents resolve customer queries swiftly. The task and knowledge management features are also crucial to our success. Overall, its ease of use, quick implementation, and excellent ROI make it highly valuable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that the user interface could be more customer intuitive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for effective case and queue management, solving customer problems rapidly, boosting call center efficiency, and it's easy and fast to implement. ### 28. Reliable Service for Case Management **Rating:** 4.0/5.0 stars **Reviewed by:** iqubalattar . **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud has been working out very well for case management at DTCC, providing seamless integration with our portal and training center. The implementation of Einstein and continued progress with agent force capabilities is promising. I find the process very easy to use, and the case management feature is crucial for our operations. Additionally, exploring and potentially using Salesforce native search capabilities excites me for future optimization. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing at this time **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud works well for case management, and the integration with our portal is effective. We are exploring its search capabilities further. ### 29. Effortless Setup, Empowering AI Features **Rating:** 5.0/5.0 stars **Reviewed by:** Bonny H. | Chief Technologist, 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 easy Salesforce Service Cloud is to set up, making the initial configuration a breeze with plenty of guidance available. The AI aspects, particularly the agentic bots, empower customers to find answers themselves, enhancing self-service capabilities. The powerful features like Agent Force and Einstein bots on Experience Cloud are incredibly beneficial for my work. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** More agentic guidance in setup will make it even easier! **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I love the AI aspects of Service Cloud, like building an agentic bot to empower customers, finding answers, and easing confusion. It’s easy to set up with ample guidance, which solves my problems efficiently. ### 30. Efficient Customer Profile Management and Easy Record Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Jaze Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I am able to see all of my customers' profiles and their previous records on a single page before I provide service to them. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The navigation is convenient, making it simple to find my way around. Tracing records is also easy, which helps me keep track of everything efficiently. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** This software has helped me address the problem of agent availability. When my agent is on leave, the next available agent can seamlessly take over the case. The sorting features are straightforward, and it's simple to label urgent cases. Assigning cases to another agent or escalating them is also very easy. ### 31. Effortless Community Building with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Edward S. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of use with Salesforce Service Cloud. After an initial learning phase, setting it up and using its components becomes straightforward. The platform effectively helps us connect with our customers by creating a place for them to converse, ask questions, and form a community. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup to be a bit challenging as it required overcoming some hurdles before it became straightforward. Additionally, I feel that there is a need for more comprehensive documentation to better support users. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product helps us connect with customers, providing a platform for communication and community-building. ### 32. Great Case Management and Omnichannel Features, but WhatsApp Integration Needs Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Otavio C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The feature I use most often is case management, which, along with its processes and automations, helps enable a comprehensive customer 360 view. However, the feature I enjoy the most is the live agents and omnichannel capabilities, especially because of the detailed performance monitoring they provide. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the area that could benefit most from improvement is the current solution for WhatsApp integration and digital engagement. This is the aspect I would most like to see enhanced. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** A seamless way to centralize all of the company's internal work, ensuring everything is properly connected to the appropriate objects and records. ### 33. Effortless Automation and Seamless Integration with Salesforce Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Jorge E D. | Business Analyst, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate how intuitive Salesforce Service Cloud is, especially since I was already using Salesforce Sales Cloud. The setup was straightforward due to predetermined flows that activate key features, making it very simple. I value the omnichannel rerouting, automation of case creation, and email-to-case functionalities, which perfectly tie cases to accounts. The chat services are impressive as they allow direct linking of chat to cases, and I really like the agent features. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing in particular **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to automate case creation linked to client data, bridging previous gaps in my process and enhancing operational efficiency. ### 34. Highly Customizable with Stellar Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Lindsay P. | Application Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really enjoy using Salesforce Service Cloud for its high customization flexibility, making it adaptable across different business divisions with ease. It allows me to create workflows and track milestones effectively, ensuring timely case management. The speed and automation capabilities streamline processes, and its intuitive interface makes setup straightforward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don’t have any dislikes at this time. It currently meets my needs well. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud customizable for different business needs, preventing cases from slipping through cracks, and tracking SLAs easily. It aids in automating workflows, improving efficiency across business units with simple segmentation and action plans. ### 35. Complex Set-Up, But Streamlined Operations **Rating:** 5.0/5.0 stars **Reviewed by:** weidawangster . **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find that Salesforce Service Cloud is working very well for us, particularly in streamlining our service call processes. It has centralized everything, allowing us to efficiently manage cases, investment accounts, and contact information, resulting in a connected and cohesive workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found setting up Salesforce Service Cloud to be quite challenging. We only have one technical person on our team, and it took us six months to set up the basic functions like knowledge management and case management by ourselves. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud streamlines case management, connecting everything inside Salesforce, and thus enhances our service efficiency. ### 36. Streamlined Case Management with Powerful Workflow Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the workflow automation capabilities it provides which streamline the whole case management process more efficient through different channels. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the initial setup cost which is a bit higher for smaller business. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use it to automate my case management process for better customer satisfaction. ### 37. Allow to Customize and Decide Quickly **Rating:** 5.0/5.0 stars **Reviewed by:** Diana Selene L. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how the platform allows us to customize, which I consider the most interesting thing it can offer. Additionally, it provides buyer visibility that helps us make decisions quickly. The customization and URL management functionality is particularly useful for my work, and the previous experience of using Salesforce Service Cloud has been positive. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't like integrations with other software. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The platform allows me to personalize and better understand the customers, having visibility of the buyer, which makes it easier to make quick decisions. It also helps me understand the students' intentions and compare with other universities. ### 38. Service Cloud for Salesforce **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff P. | Contact Center Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service cloud allows our agents to better serve our customers by allowing them to focus on the conversation instead of processes, taking notes, or any other tasks required of them. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The biggest challenge with Service Cloud is that it is customizable to fit your needs. While this is a benefit, it is also a challenge since the options available are many. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It is streamlining how our agents serve our customers. Allowing our agent to focus solely on our customer and not the tools they use provides our customers with a better experience and more interactive conversations with our agents. ### 39. Transforming Customer Support with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Rajib D. | Manager - Marketing Automation & Campaign Solutions, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud provides a unified and scalable platform for managing customer interactions efficiently. Its automation capabilities, case management, and AI-driven insights through Einstein enable faster resolution times and improved customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is highly capable, its setup and configuration can be complex, requiring significant time and expertise to optimize. Additionally, licensing and customization costs can increase as the solution scales **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps centralize customer interactions, streamline case management, and improve response times through automation and AI. It enables better visibility across teams, enhances customer satisfaction, and supports data-driven decision-making for continuous service improvement. ### 40. Exploring Salesforce's Potential for Sales Pipeline and ERP Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Camilo C. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the potential of Salesforce Service Cloud to enhance my commercial operations by providing detailed tracking of the sales pipeline and managing KPIs effectively. Its integration with existing information systems, particularly ERP systems for financial and cost accounting, seems promising for accessing crucial business information. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I anticipate that getting started with Salesforce Service Cloud will be challenging, requiring significant change management for my team. I also think it needs to be easier to use to make it more accessible. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I anticipate Salesforce will improve sales pipeline tracking and manage KPI, enhancing my commercial operations and consolidating sales data. ### 41. Intuitive and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie A. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It’s Intuitive. Streamlined. User friendly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The UI needs some improvement. Some UX design too. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** All customer support tickets. ### 42. Valuable for Client Service, Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Tanvi s. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud is helping us to service our clients much better, which is a win-win situation for us. I find the way it is able to answer customer questions very impactful, enhancing client service significantly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found setting up Salesforce Service Cloud to be a bit difficult. There were challenges primarily related to data that was quite unstructured, which complicated the onboarding process. Additionally, I wish that the process could be made simpler overall. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud helps us service clients much better, enhancing client service and making a positive impact. ### 43. Powerful Unified Support, but Steep Learning Curve for New Users **Rating:** 4.5/5.0 stars **Reviewed by:** Harshit S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud brings everything together — customer data, cases, and communication — into one unified console. It helps service teams deliver faster, more personalized support across every channel. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Service Cloud is incredibly powerful, it can feel overwhelming for new users. There’s a steep learning curve, especially when setting up customizations or understanding all the automation capabilities. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps centralize all customer interactions — email, chat, phone, and social — in one place. It eliminates silos, so every agent has full context to resolve cases faster and deliver more personalized service. ### 44. Streamlined Customer Connections with Robust Customization **Rating:** 4.5/5.0 stars **Reviewed by:** M. B. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency. ### 45. Streamlined Communication and Case Tracking Made Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Somtochukwu T. | Executive Assistant/ Virtual Assistant/ customer service representative, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There ability to streamline communication and track support cases well it helps me easily monitor progress and helps me save time too **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It feels very complex at first and a bit hard to understand but if you take time to learn you will mot regret using it . **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps me manage and track requests and communication with different teams without me missing out on any thing. ### 46. Wow! Really good service tool.. **Rating:** 4.0/5.0 stars **Reviewed by:** Vaibhav M. | Salesforce admin, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Our org moved from Zendesk to Service cloud and we have improved our productivity by 10X. Deginately a best product available in market for a growing organisation. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Ahh,..overall its been good for us but its cost, complexity, learning curve, integration challenges, performance/scalability concerns, and some issues with customer support. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses customer support challenges by increasing efficiency, delivering a comprehensive view of each customer, automating routine tasks, and supporting multiple communication channels. As a result, it helps boost customer satisfaction, provides a competitive edge, and enables more informed decision-making through valuable data insights. Thank you. ### 47. Powerful and Flexible, but Complex to Configure for Admins **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like Salesforce Service Cloud as an admin because it gives me powerful tools to streamline case management, automate workflows, and deliver faster, more personalized customer support. Its flexibility and easy customization make it simple to tailor the platform to our team’s exact needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** As an admin, I dislike that Salesforce Service Cloud can be complex to configure, with a steep learning curve for new features and updates. Some setup tasks require multiple steps or workarounds, and managing permissions or integrations can get time-consuming. It can also feel overwhelming when troubleshooting issues across different objects or automations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves issues like disorganized support and slow response times by centralizing customer interactions and automating routine tasks. It helps me manage cases more efficiently, ensure consistent service, and focus on improving the customer experience. ### 48. Great for Insights, but Reporting Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** As a Senior Manager in Operations, Service Cloud allows my team a place to measure, track and gain actionable insights into the types of issues we’re supporting in resolving to better advocate for the efficiency of the business and our own processes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Reporting is not intuitive and requires an intimate knowledge of objects and their relationships. Templating repeat metric use cases would resolve a massive amount of manual lift and dependencies on SMEs. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Casework is the bread and butter of our business supporting internal users, who are ALSO users of Salesforce so the relatability is shared. ### 49. Effortless Integration, But Needs Simpler Usability **Rating:** 2.5/5.0 stars **Reviewed by:** Jaina B. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the integration with Salesforce Sales Cloud, which effectively centralizes membership data and enhances functionality. The platform's simplicity in setup and use is impressive, which ensures a smooth onboarding process. I also value the robust support features, like knowledge support articles and searching capabilities, which significantly aid my customer support initiatives. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would make it easier to use. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to streamline customer support, helping agents answer questions efficiently. Its integration with Salesforce Sales Cloud provides access to membership data and enhances customer interactions through knowledge support articles and user journey tracking. ### 50. Great Usability, Expensive for Call Center Optimization **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff S. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the CTI and IVR integration very useful for optimizing call center operations and agent case resolution. The setup process was not difficult, which was a significant relief. The usability of Salesforce Service Cloud is impressive, making it a platform I would choose again. I am very likely to recommend it to others, which reflects my satisfaction and confidence in the service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the cost of using Salesforce Service Cloud to be quite high. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use Salesforce Service Cloud for call center optimization and agent case resolution, leveraging CTI and IVR integration for efficiency. ## Agentforce Service (formerly Salesforce Service Cloud) Discussions - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) - 2 comments, 1 upvote - [How has been your experience with the support?](https://www.g2.com/discussions/how-has-been-your-experience-with-the-support) - 2 comments, 1 upvote - [How do I integrate my other products and systems with Service Cloud?](https://www.g2.com/discussions/implementing-service-cloud) - 2 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [View Agentforce Service (formerly Salesforce Service Cloud) pricing details and edition comparison](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews?page=9&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+11%3A34%3A57+-0500&secure%5Bsession_id%5D=68858c8d-66aa-4df3-ad3b-cdc0c9a3d4ad&secure%5Btoken%5D=ec517adb9bb5b464a198c65940762bab821552aba37b384de534c3800be4117a&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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[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 - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - Generative AI **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **System Management** - Security - System Monitoring - SSL Security - GPS **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (481 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 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