A CRM with a strong UI and productive integrations really sets a high bar. The task features keep me on track, and having multiple dashboards is essential for my work as a sales advisor. Review collected by and hosted on G2.com.

I think it would be helpful to have drag-and-drop functionality and the ability to customize my own dashboard. That said, this is more of a high-level suggestion—overall, the product is great as it is right now. Review collected by and hosted on G2.com.

Our lives have indeed been made easier with the help of Agentforce Service. It’s incredibly easy to use – within days, our team had mastered it with almost no training. We use this service daily to handle all kinds of customer tickets, live chats, and even WhatsApp inquiries in one omni-channel inbox. It is quite fascinating how many features like auto-routing, macros, and templates help us save time. Another benefit was the ease of integration – integrating it with our CRM system and WhatsApp took just one day! We do not find it difficult to use at all – it is highly utilized by the whole of our support team daily. Review collected by and hosted on G2.com.

The most significant pain point was related to implementation. It took almost 3 weeks to implement automation rules, even when using the assistance of an external consultant to do it. Considering the extent to which this software is used by the organization, it is clear that its installation should not take this much time. It is also important to mention that the customer support provided by Salesforce tends to respond slowly, especially if the problem appears on a weekday, because it may respond only after two days. On the other hand, the number of functions provided is great; however, some simple actions (for instance, modification of case layouts or adding a drop-down list) cannot be performed without administrator rights. Review collected by and hosted on G2.com.

What I like best about Agentforce Service is its ability to unify customer interactions, case management, automation, and AI-driven assistance within a single platform. The integration with Salesforce ecosystem products such as Data Cloud, Omni-Channel, Flow, and Einstein AI helps service teams deliver faster and more personalized customer support experiences. I also appreciate the platform’s flexibility for customization, strong reporting/dashboard capabilities, and scalability for enterprise-level service operations. The automation capabilities significantly reduce manual effort and improve agent productivity while maintaining a 360-degree customer view. Review collected by and hosted on G2.com.

One area that could be improved in Agentforce Service is the overall complexity involved in implementation and administration for highly customized enterprise environments. Advanced configurations, integrations, and automation sometimes require significant expertise and ongoing maintenance effort. Licensing and add-on costs for advanced AI and analytics capabilities can also become expensive for larger organizations. Additionally, some reporting and real-time integration scenarios may require custom development to fully meet complex business requirements. Review collected by and hosted on G2.com.

Agentforce Service allows other teams within our organization to easily view cases on an account or submitted by a specific contact. This increased visibility has been helpful. In addition, it is simpler to pull client information directly into the case and to set up automations to auto-populate specific client or contact information into the case, saving agents time. Review collected by and hosted on G2.com.

The UI is clunky. Reporting is very difficult and very limited which makes it difficult to use for Support. I am not able to manipulate data and reports for my needs, limiting the depth of the dashboards I share with our executive team. There are actions and updates that only a Salesforce admin can perform which makes it frustrating to use due to delays in having changes actioned. The knowledge base (Community) has terrible search functionality and is a constant source of complaints. The cost of setup far exceeded our expectations. Review collected by and hosted on G2.com.

What I like most about Agentforce Service is how it brings customer support together across multiple channels, while using AI-driven automation to help improve response times and boost agent productivity. I also appreciate its seamless integration with Salesforce CRM, which gives service teams a complete view of the customer and makes it easier to deliver faster, more personalized support experiences. Review collected by and hosted on G2.com.

One thing I dislike about Agentforce Service is how complex and overwhelming it can be to configure, especially for teams that don’t have dedicated Salesforce admins or strong technical expertise. It’s a powerful platform, but as business needs grow, customization and integrations can quickly become time-consuming, and licensing costs can add up and get expensive. Review collected by and hosted on G2.com.

What I like most is how is it becomes to manage customer support in one place, the platform help me track customer issues assign cases quickly and improve response time. I also found the dashboard and automatic features very helpful because the reduce manual work and make the support process smoother. Review collected by and hosted on G2.com.

One thing I dislike is that the platform can feel more overwhelming at first especially for new users some features take time to understand properly and customisation may be required technical support, in some cases the system can also fill up bits lower when handling large amount of data. Review collected by and hosted on G2.com.

I really appreciate how robust the automation features are. It integrates seamlessly with our existing databases and tools, making it incredibly easy to centralize all our customer data in a single place. The Omni-Channel routing is also a great feature that helps distribute the workload efficiently. Review collected by and hosted on G2.com.

The learning curve is definitely steep. Because it has such a massive number of features, the ease of implementation isn't the best if you don't have a dedicated technical team. Sometimes the interface feels a bit overwhelming for new users until they get used to it. Review collected by and hosted on G2.com.

Having a 360-degree view of the customer is a key benefit to an organization. When all of the customer’s interactions (cases, emails, chat, and history) reside in one place, you are able to provide a faster and more personalized level of support.

The case management process also provides significant value. Using queues, assignment rules, and automation makes it very easy to manage customer issues by prioritizing and resolving them, and by providing assurance that no request will be overlooked or slip through the cracks, while reducing the time taken to respond.

Lastly the Omnichannel, support requests can be managed in a single interface using multiple sources (chat, email, and messaging), which provides agents with additional productivity, and also contributes to a better overall experience for the customer. Review collected by and hosted on G2.com.

The platform is very flexible, but making small changes to live processes (such as case flows or routing rules) can still require testing and deployment steps, which slows down quick adjustments. Integration with external systems is powerful, yet it sometimes needs extra configuration and ongoing monitoring to keep data flowing smoothly.

Overall, these challenges are manageable with the right setup and a bit of experience. Review collected by and hosted on G2.com.

Being an engineer integrating systems into CRMs, one specific architectural aspect of Salesforce skills my appreciation is Salesforce allows us to create custom REST services with reliable one to many, many to one, and many to many pairings of Salesforce objects. Thus, staying at the intersection of Salesforce, custom REST, and micro services hosted via Node.js and PHP is a comfortable realm to exist within as long as one is familiar with Salesforce's data model.

The springing increment of productivity Salesforce works with when compared to it's preceding versions, is directly related to the iteration of the Lightning Web Components. Lightning Web Components sprint at the speed of the new JavaScript and the speed of web designed components. This then allows more tailored customer inclusive dashboards within the scope of and across your sales and operational teams.

The backend of Salesforce is massive. It is massive beyond the Java-like syntax the Salesforce provides in the form of Apex, especially in the construction of backend logic, automated batch jobs, and depression monitoring. A complete construction of a backend in Salesforce is heavily dependent on the granular security model. It has the provision of creating complex role hierarchies, sharing rules, and field level security. This then allows a completely functional backend coupled with a clean code base. It allows the pages and data to give the backend a complex role. Review collected by and hosted on G2.com.

Governor Limits help manage the load of SOQL queries in multi tenant cloud architecture. However, I encountered a System.LimitException: Too many SOQL queries 101 in the middle of a lengthy transaction due to a recursive trigger. This architecture is rather painful.

These limits are hard to manage in complex transactions. Having to protect code in such a system is unnecessary and counterproductive. This causes engineers to become unproductive and less helpful. Unproductive engineers equate a more unhelpful and less satisfying end user experience.

Nate and SFDX CI/CD are helpful in pushing code Salesforce (SF) cloud more quickly. The other alternative is the Change Set. Change-Set o CI/CD code are more helpful than moving files such as a SF Admin. However, pushing SFDX and Change-Set code still causes SF cloud pain. The cloud's merge conflicts are complex due to the code PUSH's, code admin profiles, and due to the giant swamp of code that SF cloud consists of.

Lastly, the SF code swamp progressively becomes worse due to the unification of constructor confusion. A spaghetti org is ceaselessly formed when the SF cloud is designed to help low level IT admin push code and automations through the platform due to the UI automations and cloud. The cloud provides too many automations. The automations are in UI. The automations conflict with each other. This results in engineers having to dig through a quagmire that is a conflict cloud to resolve said conflicts. Review collected by and hosted on G2.com.

Agentforce Service is especially appreciated for how it combines generative AI agents with CRM data to deliver automated, 24/7 service, which can significantly boost agent productivity. Users also value its centralized case management and streamlined workflows, along with fast, actionable AI-driven insights that help improve customer satisfaction. Service is cloud easy to use. The customer support is very helpful, I use service cloud very frequently, and it is easy to integrate with other systems Review collected by and hosted on G2.com.

Users often find Agentforce Service (formerly Salesforce Service Cloud) difficult to adopt because of high implementation costs, a steep learning curve, and demanding configuration requirements. Common drawbacks include expensive licensing, the need for specialized administrators to set up and maintain the system, and potential AI reliability concerns—for example, sentiment analysis that can be inconsistent or the AI occasionally ignoring instructions. Review collected by and hosted on G2.com.