Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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Great tool for a service desk/service center to manage requests for support
What do you like best about the product?
Email to case and web to case - allow users to submit cases/tickets through email or the web, and allow users to respond via email. Very flexible to customize so that you can track whatever custom information you need. Lots of built-in automation, and easy to add more based on what you need.
What do you dislike about the product?
I really don't have any complaints. It works very well and has a ton of features, in addition to being on the Salesforce platform which gives you a ton of flexibility.
What problems is the product solving and how is that benefiting you?
We needed to replace a different ticketing system to have more flexibility. The Console that comes with Service Cloud is also great for managing a high volume of tickets and is very customizable.
Great and fast
What do you like best about the product?
Easy to use and fast. I appreciate the organization it provides me
What do you dislike about the product?
Too many options and tabs. Sometimes it is difficult to find what I need
What problems is the product solving and how is that benefiting you?
Organizing all sales opportunities is easy with sales force
Service Cloud Review
What do you like best about the product?
I like the case management system and the flexibility of the platform once you have become accustomed to the UI
What do you dislike about the product?
Using service cloud with lightning is extremely slow and has kept me from adopting the lightning Ui just yet.
What problems is the product solving and how is that benefiting you?
I am able to collect data on the support cases that come into my department.
Recommendations to others considering the product:
Make sure you think through your data collection and reduce redundancies before implementing a data collection system.
Salesforce Service Cloud Review
What do you like best about the product?
Service cloud was easy for our various teams to get up and running and adopt with our existing procedures.
What do you dislike about the product?
I dislike the storage limitations but understand them technically.
What problems is the product solving and how is that benefiting you?
Our customer satisfaction is higher quality and our ability to retain and retrieve client information is as well.
Excellent Product for Scalability
What do you like best about the product?
Very Powerful system that is extremely flexible
What do you dislike about the product?
Harder to get it going without thinking everything through
What problems is the product solving and how is that benefiting you?
Solving all business process problems
Full Featured
What do you like best about the product?
There has been little we've been unable to achieve through additional custom workflow.
What do you dislike about the product?
The same vast customization it offers makes it a bit unwieldy. There is little concept of ready-made dashboards or reporting. Everything needs to be built on an as-needed basis.
What problems is the product solving and how is that benefiting you?
This is used for our everyday support workflow. Email-to-case workflow is used heavily and team members on our phone support create cases as they go and benefit from a caller ID lookup through our own integration.
Recommendations to others considering the product:
The new lighting layouts look great, but the omni-channel functionality doesn't quite do what we need to be compatible with our workflow.
Transformation Leader
What do you like best about the product?
SFDC has strong capabilities for a full CRM between Sales and Support
What do you dislike about the product?
SFDC lacks the ability to perform true swarming capabilities.
What problems is the product solving and how is that benefiting you?
360 client view for all client facing employees. Integrated ticketing system with KB, portal, chat, routing, alerting.
Recommendations to others considering the product:
Good for creating 360 CRM. Integrates with many products/apps. Offers full support and guidance to ensure your company's success with the tool.
Salesforce Service Cloud
What do you like best about the product?
The ability to work multiple records and tasks from the same window. Also the ability to add helpful tasks and dialed screen pops.
What do you dislike about the product?
There really isn't much to dislike. I am a big fan of Salesforce and I think this tool is fery helpful to users such as those in a call-center type role.
What problems is the product solving and how is that benefiting you?
The ability to quickly work a lead from one window. Speed to contact!
very handy out of the office
What do you like best about the product?
that you can be out of the office ... with only your phone and still take care of your customers
What do you dislike about the product?
never ever being able to be disconnected?
What problems is the product solving and how is that benefiting you?
maintaining customer relationships
Not sure how anyone would not use SF?
What do you like best about the product?
Its my favorite CRM tool. We primarily use service cloud for our business. I administer SF for my team and have my SF admin cert. Its not part of my job description but, I liked the tool so much I learned it in my free time and help out our admins with configuration work.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
What do you dislike about the product?
My dislikes are more small changes I would like to happen with baseline functionally. Easily merge cases would be my biggest complaint. Theres plenty of apps on the app store to help with this.
What problems is the product solving and how is that benefiting you?
We solve incoming support requests. That then gets tied to a contact and that related account. Other teams can check in on customers at renewal time to see what things they have reported and the status of their issues. Aiding with renewals! For the support staff, gets us direct lines of communication that are all documented also keeps us within our SLA's. We setup WFR to trigger once something left untouched for to long. Having tasks automatically generated when a customer responses to an email is great. All departments use chatter to communicate on internal issues and its a easy way of updating a group. Also chatter conversations can be searched on. So we use it for customer notes as well.
Recommendations to others considering the product:
Its a one stop shop for maintaining your accounts, contacts, cases, training, marketing, help desk, even knowledge base information.
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