Salesforce Service Cloud Review
November 05, 2025

Salesforce Service Cloud Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We are managing our support processes directly from the case, supporting our customers with their challenges. We have an old environment with a lot of legacy processes and many fields, so we need to do some cleanup.

Pros

  • First of all, it has good integration from Experience Cloud to Salesforce
  • The UI is very flexible. There are a lot of advantages in Salesforce.

Cons

  • AI
  • Case deflection
  • It's a positive impact because we're managing all our customer support.
ServiceNow, it's not related to each other.

Do you think Salesforce Agentforce Service delivers good value for the price?

Not sure

Are you happy with Salesforce Agentforce Service's feature set?

Yes

Did Salesforce Agentforce Service live up to sales and marketing promises?

Yes

Did implementation of Salesforce Agentforce Service go as expected?

Yes

Would you buy Salesforce Agentforce Service again?

Yes

It's a good product for customer support business scenarios. It's not such a good product for internal support.

Salesforce Agentforce Service Feature Ratings

Incident and problem management
Not Rated
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Using Salesforce Service Cloud

Because it's a good product. It's scale enough, flexible enough. It's based on strong platform.
ProsCons
None
None

Comments

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