--- 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 7357 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: 7357 scale: '5' date_modified: '2026-07-21' 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:** 7,357 ## 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. Streamlined Case Management with Seamless Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Virag S. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud incredibly valuable for its omnichannel case management capabilities, which include integration with different communication channels like phone, email, chat, and social media. This functionality allows me to handle customer service efficiently. I also appreciate the service's out-of-the-box features that provide instant functionality without hassle, making the setup process smooth and swift. The platform's ease of integration with telephony software like Genesys and Amazon Connect is beneficial for my business needs. Additionally, the tool saves significant time, and its case management system is unmatched in contact centers. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like the total cost of ownership for Salesforce Service Cloud to come down. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for seamless case management in contact centers, integrating multiple channels like phone, email, chat, and social media for instant customer service, enhancing my professional expertise. ### 2. Effortlessly Manages Cases, Expands Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Tikhnadhi K. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud's FedRAMP compliance and robust capabilities, which were crucial for our public sector needs. The easy access permissions, reporting, and insights are primary features I value. The tool's seamless integration with systems like Amazon Connect enhances communication capabilities, providing great convenience and expansion potential. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the current lack of comprehensive mobile app integration somewhat limiting. While the browser-based capabilities are robust, expanding more functionalities into the mobile app would significantly enhance usability and accessibility, allowing for a more seamless experience. This improvement would enable on-the-go access and functionality that currently feels restrictive if constrained to just the browser environment. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud enhances customer understanding and support scalability, starting from effective case management. It boosts omnichannel support, improves agent efficiency, and integrates well with systems like Amazon Connect. ### 3. Powerful Customer Service Platform with a Steep Learning Curve **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it brings together all customer interactions into a single, unified platform. Features like the omni-channel routing, case management, and automation tools make it easy for service teams to deliver faster, more personalized support. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is a powerful and comprehensive platform, it can be quite complex to set up and manage. Customization options are great, but they often require significant configuration and sometimes developer support, which can slow down implementation. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud has helped us centralize all our customer support activities in one place. Before, we struggled with scattered communication channels and limited visibility into customer interactions. Now, with Service Cloud, cases are automatically routed to the right agents, customer histories are easily accessible, and we can track performance through real-time dashboards. ### 4. Thorough solution **Rating:** 5.0/5.0 stars **Reviewed by:** Simon O. | QA Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I enjoy using the service because is is very thorough and easy to navigate. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't have too much that I dislike about the service. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It solves critical bottlenecks and centralizes customer data. ### 5. Effortless to Use, Highly Configurable **Rating:** 5.0/5.0 stars **Reviewed by:** Vishal R. | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like using Agentforce Service because it's easy to use and very configurable. It helps make our services and implementations easier for us and our clients. Additionally, the initial setup was very easy and seamless. **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 Agentforce Service to manage user workflows and customer experience, making services easier for us and our clients. ### 6. Simple, User-Friendly Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Dan L. | Marketing Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The simplicity and how it’s user friendly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Slow integration can cause a bottleneck. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Helping us improve the customer experience. ### 7. The Most Popular CRM out there **Rating:** 4.5/5.0 stars **Reviewed by:** David B. | SDR, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I believe this is the most popular CRM system out there. It seems like everyone either uses it currently or has used it at some point. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, it can be somewhat challenging to grasp all the features it offers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It makes your life easier, everythog you need is right there, it´s ### 8. Comprehensive Customer Insights with a Steep Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** kahyeong K. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer. It centralizes all interactions, cases, and communication history in one place, which helps service teams respond faster and offer more personalized support **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** One thing I dislike about Salesforce Service Cloud is that it can be quite complex to set up and customize. It offers so many features that new users can feel overwhelmed at first. However, once you get used to it, the flexibility becomes one of its biggest strength **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses the challenge of managing customer interactions across multiple channels. By bringing email, chat, phone, and social cases together in one place, it ensures a seamless customer experience. For us, it has significantly improved efficiency, response speed, and customer satisfaction rates. ### 9. All-in-One Customer View Streamlines Agent Workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Mitul C. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It gives agents a single point of view where they can see the customer's profile, purchase history, and past support tickets all on one screen. dont have to wander here and there for information **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** quite complex, hard to onboard, steep learning curve. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud solves the problem of combining support channels. great orchestration tool ### 10. Valuable Case Management but Needs AI Enhancements **Rating:** 3.0/5.0 stars **Reviewed by:** Bob R. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find faster and quicker assistance for customers particularly valuable, enhancing customer satisfaction. The case management feature is appealing for efficiently handling customer inquiries. I'm also intrigued by newer AI features, which promise to further improve user experience and functionality. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think transitioning to Salesforce Service Cloud could be very challenging. While exploring the platform for future use, I am considering multiple options, indicating some hesitation. I didn't identify any specific AI features I wish to change but generally feel the AI functionality could be improved to make it more intuitive. This suggests that the current level of sophistication and user-friendliness in AI might not meet expectations sufficiently. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product provides faster assistance for customers, enhancing our service delivery. Its case management feature is particularly useful for achieving this goal. ### 11. Reliable, User-Friendly Platform for Marketing and Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Petra H. | Director Brand Communications, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It is reliable, user-friendly and adapted to both marketing and customer service needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I believe that although the platform is very intuitive, some features are not easily recognised without a proper training. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Whether it is customer service, marketing or newsletters, Saleforce simplifies the communication across all the departments, stores the contacts and helps business move forward efficiently. ### 12. Efficient Case Management with Robust Digital Channel Support **Rating:** 4.5/5.0 stars **Reviewed by:** Himanshu M. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud's adaptability and efficiency, especially with capabilities like email to case, escalations, and entitlements. The addition of Agentforce enhances its efficiency and effectiveness for digital channels. The platform significantly improves operational efficiency, aiding in handling customer complaints and inquiries, and offers excellent integration with digital channels. I also find 'email to case' a major advantage, which has become a crucial feature for us. Moreover, its ability to improve agent focus on closing cases and enhance turnaround times adds substantial value. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the case management process in Salesforce Service Cloud could be more efficient. Additionally, the email archiving process is something that could be improved. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to handle complaints, inquiries, and digital channels, which significantly improves operational efficiency and helps understand customer problems better. ### 13. Excited About the Enterprise Knowledge Option **Rating:** 5.0/5.0 stars **Reviewed by:** Katie H. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I am very excited about the enterprise knowledge option **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** A little nervous about self-learning and creating knowledge articles. Would like a demo - will reach out to our salesforce rep **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We haven’t purchased yet, but are interested in integration with our 311 instance. Our rep recommended we attend today to learn more ### 14. Robust & Customizable, But Setup Can Be Tricky **Rating:** 4.5/5.0 stars **Reviewed by:** Josh G. | Director of Business Solutions, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud's robust and customizable nature, allowing it to efficiently support our clients. The Omni-channel case routing is particularly valuable, as it enables us to route emails, phone calls, and community cases effectively. Leveraging Salesforce's Lightning Knowledge also benefits us by providing essential information to our agents and customers. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the setup process of Salesforce Service Cloud quite challenging, especially because it demands a detailed understanding of complex Salesforce processes. This complexity can make the initial setup tricky and often requires having a skilled partner to assist, particularly when dealing with intricate features like omnichannel routing and service cloud voice. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Service Cloud to effectively support clients through omni-channel routing and leverage Salesforce's Lightning Knowledge for improved agent and customer information, enhancing overall customer support operations. ### 15. Great Enterprise Tool That Boosts Efficiency and Productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul T. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** its great tool to use for enterprise business. It increase efficiency and productivity. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** its bit difficult to setup and its time consuming. its also complex for advance configuration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It solves high support volume and have slow resolution time. it improve productivity. ### 16. Personalized Dashboards and Powerful Reporting in One Place **Rating:** 5.0/5.0 stars **Reviewed by:** Jorge V. | Senior Talent Acquisition Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like being able to have personalized dashboards and keep my data, along with my team’s data, all in one place. It’s also helpful that I can export very specific reports when I need them. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, I find that the platform isn’t very user-friendly, and it can be a bit difficult to navigate. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Being able to track all the activity that each of us does is really helpful. ### 17. Challenging Setup, But Delivers Comprehensive CRM Integration **Rating:** 4.0/5.0 stars **Reviewed by:** JD M. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the comprehensive customer 360 feature that brings all channels and product lines together, offering cohesive insights and transactional support for our end users. I find the knowledge platform, case management, and 360 components of CRM incredibly valuable. MuleSoft integration helps bridge our microservices with legacy systems efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The setup process for Salesforce Service Cloud was not seamless, and I encountered issues getting started. Although Salesforce professional services were engaged, we still faced significant architectural challenges within our company. Additionally, I believe there needs to be an optimization in the Service Cloud platform so it can better operate without having all data resident on the platform. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud creates a cohesive 360-degree customer view across channels and product lines, enabling better transactional support for end users. ### 18. Robust Integration, Interface Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** ian p. | Salesforce architect, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the optimization provided by Salesforce Service Cloud, especially for robust integrations in the after-sales service area. The automation of approval processes and the automated after-sales flow are features that help optimize the sales flow. This allows me to better understand the issues that may arise in a sale and optimize projects, making good use of monitoring resources and NPS research. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the Salesforce Service Cloud interface could be more user-friendly for customers who are not end users. This is important to make the experience more accessible and efficient for these customers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to automate approval and post-sales processes, optimizing the sales flow and diagnosing problems quickly, which improves the sales team's efficiency. ### 19. Solid IT Support Solution with Room for Feature Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Dhaval M. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the service cloud's ability to offer a wide range of services for tech support and field services. It makes managing IT support and cases easy. Moving cases from one state to another is straightforward, and it's beneficial for our IT support management. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found that for beginners who are new to Salesforce, there is a significant learning curve, which makes it challenging to get started. Additionally, there are some disadvantages in maintaining and managing IT support and cases effectively. Furthermore, I would like to see more agent support or force-based support features to better meet our needs. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for IT support management and case management, which helps streamline managing IT support and handling cases efficiently, moving them seamlessly from one state to another. ### 20. Elevated Customer Experience with Seamless Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Devin G. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for its better customer experience compared to Microsoft Dynamics. The preconfigured settings with easy module additions, lots of instructions, and learning resources like Trailblazer make it user-friendly. I love how swiftly it helps us provide a more personal and efficient customer service experience, enhancing overall satisfaction. The integration with useful tools like Slack, softphone functionalities, and seamless access to customer records makes it very effective. It supports integrations with Power BI and Microsoft 365, aiding in reporting services and employee identification. Its evolving nature, with continued feature additions, makes it future-proof, and I would confidently recommend it to others. **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?** Salesforce Service Cloud helps us deliver a more personal customer experience by reducing the time needed to access records and understanding customer needs better. ### 21. Powerful Automation and AI Insights for Faster, Smarter Support **Rating:** 4.5/5.0 stars **Reviewed by:** Ramanpreet S. | Software Developer Tech Marbles , Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Its a powerful automation, AI driven insights and seamless case management makes customer support faster, smarter and more efficient. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Complex setup and a steep learning curve for new users **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It solves fragmented customer support and manual workloads by centralizing all interactions, automating routine queries. ### 22. Best digital engagement tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sadahiro S. | Principal Evangelist, Enterprise (> 1000 emp.) **Reviewed Date:** September 19, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Contact centers that previously used separate tools for each channel can now use Service Cloud to improve the value of the customer experience by comprehensively understanding all information on a single screen. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** None in particular. However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Previously, customer interactions were fragmented across different channels. However, with Service Cloud, the entire history is now accessible in real time across all channels. This has led to faster resolution of customer inquiries. ### 23. Customer Support Success **Rating:** 4.5/5.0 stars **Reviewed by:** Robert F. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This platform by far raises the customer expierence on so many levels. the ability to adapt to my business and department needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The complexity to solace some basic concepts **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Technical support concerns ### 24. Real-Time Insights Elevate Our Workflow **Rating:** 4.5/5.0 stars **Reviewed by:** John R. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the availability of real-time data analytics, which is incredibly useful for keeping our team constantly informed wherever they are. The ability to access dashboards and reports on the go via mobile is invaluable, especially during meetings, trade shows, and client visits. Additionally, the integration with other platforms like Slack and Tableau enhances our workflow. The return on investment has exceeded our expectations, advancing our data tracking capabilities significantly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the user interface could be improved, especially in terms of administration. This is the only complaint I have about the software. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product provides real-time data access, enabling my team to stay informed and ready for meetings, boosting our efficiency. The dashboards and reporting have significantly improved our tracking abilities and return on investment. ### 25. Comprehensive Customer View and Efficiency, but Steep Learning Curve **Rating:** 5.0/5.0 stars **Reviewed by:** Shuvendu C. | Senior Enterprise Integration Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I like best about Salesforce Service Cloud is how it gives agents a complete view of the customer while automating routine tasks. This combination of a 360° customer perspective and AI-driven efficiency enables faster resolutions and a better overall customer experience **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While I really appreciate the power and flexibility of Service Cloud, one challenge is that it can be complex for new users, and building custom workflows or integrations sometimes requires significant time and planning. That said, the benefits usually outweigh these hurdles. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service Cloud helps solve the problem of fragmented customer data and slow case resolution by centralizing information and automating workflows. This benefits me by enabling faster, more consistent responses, reducing repetitive work, and allowing me to focus on delivering a better overall customer experience ### 26. Service Cloud Helps Us Manage Student Cases Across Departments **Rating:** 4.0/5.0 stars **Reviewed by:** Erica 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 enables our students to submit a variety of case types to different departments. For example, since we have many international students, the DSO can monitor and address any issues students encounter with their visas. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At the moment, students tend to submit several similar cases if they do not receive a prompt response. We are hoping that Salesforce will be able to identify and automatically merge these duplicate cases, as our current system lacks this capability. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** This tool has enabled us to streamline the way we respond to student questions, and, importantly, it now allows us to track individual cases and maintain historical records. From a data standpoint, we are able to identify recurring issues more easily, which helps us refine our processes or develop targeted solutions. ### 27. Great for Tracking Cases, but Too Many Fields **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce Service Cloud makes it easy to track and manage support cases in one place. It helps ensure every issue is recorded, assigned, and resolved efficiently. The visibility into case status and history also improves communication between teams and ensures faster follow-up with users. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What I dislike about Salesforce Service Cloud is that there are too many fields on the Case object. It can feel overwhelming and makes case updates slower. A simpler layout with only the essential fields would make it much easier to use. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us track, manage, and follow up on user issues efficiently. By using the Case object, we can record all support requests in one place, assign them to the right owners, and monitor progress until resolution. ### 28. Unmatched Customisation and Seamless Integrations **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The customisation options provide numerous integrations with a variety of features, such as dashboards, analytics, case management, manual forms, and SAP integration, among others. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The product presents a steep learning curve when it comes to understanding new features. Additionally, I have experienced downtime issues, which can be quite disruptive. The high cost is also a significant concern for me. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Productivity has significantly improved for me, as this tool has greatly reduced the time I spend developing reports, building analytic dashboards, and performing manual data integration tasks. ### 29. Transforms Case Management with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph K. | CRM Product Manager (Salesforce.com), Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how easy the setup process of Salesforce Service Cloud is, allowing a complete implementation in just twelve weeks. I find the knowledge aspects and self-service tools like Einstein Chatbots and AgentForce invaluable, significantly reducing the workload by enabling customers to self-serve. The Service Cloud's efficiency in reducing our employees' overall case handling time delivers exceptional value, making it worth purchasing again. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like to make Salesforce Service Cloud more accessible for resolving cases while on a job site. Specifically, enhancements through AI lookups and quick solving actions would improve the efficiency of closing the work paperwork afterwards. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to implement self-service features like chatbots, reducing case management workload and improving efficiency by allowing customers to resolve their issues without human intervention. ### 30. Insightful Look at the Future of Agentic Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Mack N. | Director Information Technology Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Enjoyed the session, learned a lot about the future of agentic services and how it can improve customer service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I am skeptical on how quickly and how well the services can be implemented and integrated with our existing systems. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Streamline support and removing human intervention from basic processes. ### 31. Efficient Service with Easy Setup, Pricing Could Improve **Rating:** 3.5/5.0 stars **Reviewed by:** Shree S. | 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 is easy to use. The initial setup was easy, which was great. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I think the pricing should get improved. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It reduces costs and provides faster service. ### 32. Exceptional Personalized Support and Seamless Workflow Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The platform provides personalized support through various channels such as phone, chat, email, and social media. It equips agents with a comprehensive 360-degree view of each customer and streamlines processes by automating workflows. better implement, lot of use cases **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Field Service covers areas such as optimization requests, appointments, and skills, while APIs involve aspects like callouts and requests per minute. Email Services pertain to messages and their size, and there are also general platform limits to consider, including heap size and the number of custom objects. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Support teams often feel overwhelmed by repetitive tasks and complicated issues. ### 33. Easy to Use, but Overall Experience Needs Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Kelton E. | Sales Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** easy to use and support team was good about answer questions **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** integrations to other sides can be clucky and hard to manage **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It was taking some labour off the team by using ai agents instead ### 34. Service Cloud out true Single Source of Customer Truth **Rating:** 4.5/5.0 stars **Reviewed by:** Robert L. | Chief Marketing & Innovation Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service Cloud is fully customisable, allowing my team to build out a solution that truly fits our company's needs. It's intuitive interface and layout allows for ease of use while still having the ability to be quite complex in its capabilities. It truly is the leader in the space and a product that has delivered strong success for us. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There really is little downside, for the highly technical requirements we do rely on our partners to undertake that work however this does deliver high quality output. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Allowing for all of our siloed platforms to be brought into one location to deliver a single source of customer truth. This allows for us to better understand our customers and enhance our communication efforts using zero and first party data. ### 35. Optimizes Field Service, But Setup Could Be Smoother **Rating:** 5.0/5.0 stars **Reviewed by:** Anatoly K. | CRM Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud beneficial, especially its powerful optimization and territory management features, which enhance field service implementations. The on-time service delivery has been key to our success, with warehouses efficiently managed in assigned territories. The instinctive automation of tasks post-setup is impressive. Additionally, utilizing the mobile application has empowered our field service representatives, integrating seamlessly with their tasks. The knowledge base available through Service Cloud further supports efficient service delivery to clients. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the setup of Salesforce Service Cloud not easy in the beginning and not intuitive. There is also a need for tighter integration between service requests, cases, and work items on the cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to ensure timely service delivery and optimal field service implementation with efficient territory management. ### 36. Seamless Transition with Robust Features **Rating:** 4.5/5.0 stars **Reviewed by:** Chelsie H. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the extensive features and functionality that Salesforce Service Cloud offers, which provide account information and enhance communication with sales and CSMs. The setup was straightforward, matching our previous features and allowing additional functionalities. The knowledge base and automated cases are incredibly useful, and the visibility within Salesforce is a significant advantage, enabling the sales team to see service cases clearly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like Salesforce Service Cloud to have more out-of-the-box features that match the capabilities of Zendesk. Additionally, I wish there were tools available that would not require setting up some flows. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Service Cloud enhances case management and knowledge sharing, offering better sales and CSM team communication and visibility, facilitating monitoring and tiered service levels, and improving automatic responses and case flows. ### 37. Empowering Developers with Valuable Cloud Services and Learning Opportunities **Rating:** 4.0/5.0 stars **Reviewed by:** sai kiran narayana . | software engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It offers cloud services that are beneficial for many institutions. In addition to delivering solutions, it also provides courses. These courses help many junior developers learn and secure jobs. The badges earned can be displayed on LinkedIn as well. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There seem to be more opportunities available outside of this organization than within the company itself. The job postings are lacking, and there is little to no marketing. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We can organize all data at one place only. Follow ups became easy with the help of reminders. It helps us taking smart decisions and think in a clarity. Productivity getting increased with help of slesforce ### 38. Service Cloud: Boosted Support Efficiency, But Reporting Needs Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Yogesh K. | Application Development Associate Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** “Service Cloud transformed our support operations. Our case resolution time dropped by 30%, and customer satisfaction has gone up consistently. Highly flexible, AI-driven, and perfect for multichannel support. A must-have for any growing service team!” **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** • Reporting is Powerful but Not Intuitive — Building custom dashboards often requires admin-level knowledge; business users struggle without assistance. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** • Centralized Case Management All customer issues from email, chat, phone, web, and social channels come into one unified console — eliminating the need for multiple tools. • Faster Resolution Through Automation Features like Assignment Rules, Macros, and Workflow Automation reduce manual effort and ensure cases are routed to the right agent instantly. • Improved First-Contact Resolution with Knowledge Base Agents can quickly find approved answers, leading to consistent and accurate ### 39. Great Integration and AI Tools, but Needs Better Workforce Management Features **Rating:** 4.0/5.0 stars **Reviewed by:** David R. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Interconnectivity between other SFDC products. Need to end visibility of data to help improve the customer experience. Ability to leverage existing AI tools to make the employee experience raiser. As well as access to a wide array of third party applications which can compliment your individual need. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I have not found many options to leverage workforce management tools to boost productivity and provide insight into agent utilisation. Additionally, I would like to be able to measure response rates for all email interactions, not just first response and full case cycle time. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Visibility into customer communications and our ability to service customers more seamlessly. We leverage customer touch points and voice of customer pillars to then drive improvements and prioritise projects which matter most to the customer. ### 40. Handles Email Influx with Ease, CTI Setup Could Improve **Rating:** 4.0/5.0 stars **Reviewed by:** Miguel A. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how easy it was to start using Salesforce Service Cloud. Its capability to manage the influx of emails and organize cases effectively is incredibly helpful. The feature that stands out the most is resolving customer claims and requests, which is invaluable to our team. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** One challenging aspect I've faced with Salesforce Service Cloud is dealing with the setup, particularly the omnichannel feature and the configuration of external CTI systems. Additionally, we encounter a significant amount of spam emails within the system, which disrupts our workflow. I also wish that the CTI capabilities were available at no extra cost, as this would enhance our usage without additional expenses. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud organizes and manages the influx of emails, simplifying case handling despite spam issues. ### 41. Great Multichannel Support and Automation, but Data Presentation Needs Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Brian F. | Sr. Salesforce Administrator/Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** What I appreciate most is how it enables us to assist our customers across a wide range of channels without any disruption, while keeping everything organized in a single location. The automation features are especially valuable, as they help us spot trends and take action accordingly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** A customer case involves a significant amount of data coming from various sources and objects, which makes it challenging to present all that information to the representative in a clear and efficient manner. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Omnichannel support was something we lacked before implementing Salesforce Service Cloud. Now, we can assist our customers across all these channels, and we’re also able to identify trends in their case history data. This allows us to automatically initiate retention efforts whenever we notice warning signs. ### 42. Single Customer View, Strong Case Management, and Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We like the single view of the customer,the case management and flow automation capabilities **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** We sometimes dislike the cost around product,the complexity and tech debt we have to support to make everything work **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Sometimes customer requests get lost and is hard to gather all customer information in one record ### 43. Driving Service Efficiency with Salesforce Service Cloud: Insights from IT Leadership **Rating:** 4.0/5.0 stars **Reviewed by:** Swathi K. | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** 1. I appreciate how Service Cloud gives our teams a unified view of customer and partner issues—it helps us respond faster and with greater context. 2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Small process change requires significant config changes with too much of admin intervention. This typically slows down the turn around to improve a process. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Three areas of map t with the service cloud: —Unified Customer View: Brings all customer and partner interactions into one place, improving visibility and response time. - Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency. - Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction ### 44. Effective Multi-Channel Transformation with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Sabrina E. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the ability of the Service Cloud to easily switch from one channel to another, which makes interaction with customers very smooth, no matter their preferred channel. The ergonomics are seamless, and the ease of use, especially for handling calls, emails, and web forms, is a real asset. The supervision features are very powerful, making management more efficient. The single platform for interacting with customers enhances the service's efficiency. Additionally, the integration with the agent force part makes the service very competitive. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that better integration with the marketing part of Salesforce Service Cloud would be desirable. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Service Cloud to interact effectively with customers across different channels, which simplifies multichannel management and improves the customer experience. ### 45. Solid Platform but Setup Requires Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Sekhar K. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of use and agility of Salesforce Service Cloud, which quickly introduces new features to stay ahead in the market. I find the automation and case management features, especially with Einstein, incredibly beneficial for our support processes. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup for Salesforce Service Cloud somewhat challenging due to the extensive customizations and significant amount of data that needed to be migrated. Additionally, it was a bit cumbersome to build much of the functionality from scratch, as a lot of what's available seemed to be just the bones, requiring more standard functionalities to avoid extensive custom implementation. **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 routing, automating support processes, and leveraging Einstein for efficiency, which greatly streamlines our operations. ### 46. Effortless Setup, Powerful Case Management **Rating:** 4.5/5.0 stars **Reviewed by:** Carlos H. | Salesforce Consultant **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the email to case functionality in Salesforce Service Cloud to be one of the best features. It allows seamless communication with clients while internally keeping track of time spent on tasks and providing historical context for past cases. The ease of use combined with customization options allows for flexibility and scalability, making it a reliable choice for case management. I appreciate its powerful out-of-the-box functionality, which made the initial setup straightforward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find extending the email case functionality challenging, particularly in getting it set up to work properly with features like lightning threading tokens. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for case management, using features like email to case to streamline communication with clients and track case history, enhancing efficiency and client service. ### 47. Great Service **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy A. | AcsPropel Owner, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It works well with the Salesforce suite. We’re deploying it alongside E-commerce Cloud, Marketing Cloud, and Data Cloud, and it integrates smoothly with our setup. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It has a lot of functionality so there are thing to learn. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We have had no problems so far ### 48. Efficient Student Data Management, but Costly for Growth **Rating:** 4.0/5.0 stars **Reviewed by:** joshua v. | Assignments, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love that Salesforce Service Cloud helps us track and maintain student data efficiently from their first year through to alumni. The implementation process was easy, with excellent support from the service cloud agent. I appreciate the system's efficiency and how it enhances time management. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the data storage limitations somewhat frustrating, particularly regarding the cost associated with obtaining additional storage as the business grows. This can be quite expensive, especially for organizations that are not nonprofits or those funded through public sectors and government sectors. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the Service Cloud to store and secure university student data, ensuring seamless access to essential resources and efficient resolution tracking. It has improved data management and student interactions, making operations more efficient and user-friendly. ### 49. Efficient Ticket Management, Challenging Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Jorge L. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love using Salesforce Service Cloud to efficiently manage and accelerate problem-solving through seamless collaboration with my team. The omnichannel capabilities, including integration with WhatsApp, my website, and email, greatly enhance our operational efficiency. Additionally, the SLA focus and tracking are crucial for maintaining compliance, making it an indispensable part of my workflow. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud to be quite difficult and time-consuming. At the time, we didn't have much experience, which made the process challenging, and it took us around five months to implement it fully. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us handle a high volume of tickets efficiently, allowing faster resolution of simpler tickets and enabling us to address 100% of incoming tickets, thus enhancing our support service. ### 50. Efficient Omni-Channel Routing, but Steep Learning Curve for New Agents **Rating:** 3.0/5.0 stars **Reviewed by:** Yuma G. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Omni-Channel Routing: This intelligently pushes incoming cases, chats, and calls to the most qualified and available agent, which dramatically reduces customer wait times and ensures faster resolution. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Steep Learning Curve: While the Service Console is powerful, the sheer volume of features, customization options, and the general complexity of the platform can be overwhelming for new service agents. This necessitates significant, ongoing investment in training. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Eliminating Siloed Data and Communication: Service Cloud unifies all customer interactions—whether they originate from phone, email, chat, social media, or self-service portals—into a single workspace called the Service Console. The benefit is a 360-degree customer view, allowing agents to see the complete history of an issue, preventing customers from having to repeat themselves, and delivering faster, more personalized resolutions. ## 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=6&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+15%3A47%3A45+-0500&secure%5Bsession_id%5D=9b02b5e8-b036-4f61-90cf-cd11a0363089&secure%5Btoken%5D=43f07c2b85525d76550f5fb41cd983b7ddb4aa892ab509e427b12d2cd5e7635f&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) - 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[Zapier](https://www.g2.com/products/zapier/reviews) - [Zapier for G Suite](https://www.g2.com/products/zapier-for-g-suite/reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **System Management** - Security - System Monitoring **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (467 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 4.3/5.0 (676 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,540 reviews)