Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Salesforce is a helpful tool for my company in managing customers and cases and other information.
What do you like best about the product?
I like how salesforce can integrate into a number of other products.
What do you dislike about the product?
I don't like their Incontact integration and find it pretty buggy.
What problems is the product solving and how is that benefiting you?
I used salesforce to manage case and customer information as well as to look up knowledge from past cases.
Recommendations to others considering the product:
Salesforce is helpful, but complex so youtube will be your best friend if you are just getting started.
Review - Salesforce Service Cloud
What do you like best about the product?
Service Cloud has been a mainstay in your customer interaction solution that provides robust case management tools, ease of use for both customer-facing & end user agents & highly organized KB (knowledge base).
What do you dislike about the product?
Occasionally, our team does experience hiccups when switching between desktop & mobile. Overall scalability is above average for general use cases.
What problems is the product solving and how is that benefiting you?
General CRM solutions with emphasis on improving quality of customer-facing relationships.
Great product
What do you like best about the product?
Used this product in my last role. Was great from comms stand point.
What do you dislike about the product?
Honestly, this was the one thing that I didn't have issues with.
What problems is the product solving and how is that benefiting you?
I was solving comms problems. Great tool over all.
Recommendations to others considering the product:
Definitely helpful - totally recommend this product.
Flexible and user friendly
What do you like best about the product?
Easy to use, lots of features with UI and ability to customize based on business needs
What do you dislike about the product?
Price point and the initial setup can be cumbersome
What problems is the product solving and how is that benefiting you?
We had implemented SF as a one stop solution to address our call center needs
Recommendations to others considering the product:
Best cloud solution to cater to the needs of any business
Solid Solution for Our IT Help Desk and Support Areas
What do you like best about the product?
Enables our customers to access knowledge and answer many issues on their own, but when they can't it provides a great platform for tracking cases and communicating with clients on the status of their issues.
What do you dislike about the product?
It was a bit of a challenge getting it setup to flow the way we needed it, but with custom tweaks, we have been able to integrate it with our processes and systems to provide a reliable method for our support communications.
What problems is the product solving and how is that benefiting you?
The knowledge base has provided self-help options that have resulted in a remarkable decrease in the number of "trivial" help desk cases and calls that we used to have.
Well supported tool
What do you like best about the product?
It is an easy way to address customer support and built in feature lets us easily manage and creative follow up with the tickets.
Also has auto-case creation mechanisms and auto- email generation mechanisms which makes things very easy.
Also has auto-case creation mechanisms and auto- email generation mechanisms which makes things very easy.
What do you dislike about the product?
Eventhough it is a best support tool, it is a bit complicated to learn and understand. There are few third party tools which is bit easy to use for small-scale businesses and they can be integrated with salesforce also. So it would be better if the case management process is made little more simple.
What problems is the product solving and how is that benefiting you?
It helps a lot in case creation, and assigning tickets based on priority, also it sends automatic emails and the very best part is it is connected with other objects. So it helps in finding all the cases related to a particular object.
Recommendations to others considering the product:
Go for it! I will definately recommend to others, this will enhance your productivity as well as good communications with the customers.
Provide Support From Anywhere and Keep Track of Customers
What do you like best about the product?
Service Cloud supports mobility to our agents even when they are remote. This allows them to receive service requests and provide strong customer support from anywhere. The Service Cloud Console works great with our agents and can manage all active cases. There is a communities tool where customers can use forums and there are other self-service capabilities. Other capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need
What do you dislike about the product?
Strong reporting data needs to be done from an administrative module. Reporting can be more complex than some other similar software. The reporting is done through a spreadsheet presentation in the basic form. You can also create some more useful graphs and charts but that requires updated training. unless you receive training for creating dynamic charts and more robust content.
What problems is the product solving and how is that benefiting you?
Marketing Cloud and Commerce Cloud, solve a significant issue for our business. These two modules have improved our sales features and service functionality very efficiently. The software has helped us establish better relationship with customers and sellers.We also are able to handle much larger amounts of incoming and outgoing emails. We were able to customize and create better solutions for our support teams.
Recommendations to others considering the product:
I have used other CRM systems and they just don't stack up to Sales Force.. The cost per user per month is nominal and one sale unmissed would pay for the program for years and years. This software is very strong in the SaaS and CRM solutions.There are other vendors that provide some of these features but Sales Force seems to be the strongest IMHO. I would suggest a strong review of legacy software and api's as not all of the current systems have the ability to integrate with Sales Force.
Service cloud
What do you like best about the product?
Service cloud has made it easier to store documents
What do you dislike about the product?
It is not as known as iCould but it is just as great
What problems is the product solving and how is that benefiting you?
Storing documents easier
Good for centering different departments
What do you like best about the product?
It's easy to communicate among groups. It's kind of like a social media platform for your company
What do you dislike about the product?
While you can get it on mobile devices, it depends on wifi so poor signals may cause disruption in communication.
What problems is the product solving and how is that benefiting you?
We use it as a way to track and communicate guest requests and issues, chat with guests, and chat with associates. We also use it to place work orders to our engineering department.
Recommendations to others considering the product:
It's great especially if you have different properties or locations that you want to record data from. It's mobile capabilities also make it great for any associates that are on the go and may not always have a computer present.
Pioneer of the Cloud
What do you like best about the product?
Salesforce can be integrated with multiple systems. This gives us an enhanced visibility to each system and users can review the work. The best part of it being that if a team member has been moved to a different team, all access related actions can be handled by clicks and settings and no extra maintenance efforts are required.
What do you dislike about the product?
The organization wide limits are a drawback. The multi-tenant architecture has ensured that all systems are running with the same limits . While this is accurate to the usability prospective, with high grade enhancements, some legacy systems cannot be integrated or moved here because of the limits that Salesforce has in place.
What problems is the product solving and how is that benefiting you?
With the current markets and systems, Salesforce has a foot in almost all business solutions. Salesforce service and Sales cloud being connected to each other, we have multiple solutions for almost all the requirements including CPQ. This plays major role in all verticals like Banking, Finance, Healthcare, Telco, high grade Machines.
The ease of doing business with the next level AI on the new Salesforce Eisenstein and Wave Analytics bundled with the CPQ solutions that Salesforce has brought in, it no wonder that Salesforce is indeed the leader in the cloud platforms.
With the expanse of its reach across the platforms and users, may it be Sales, Service, Interns learning for the first time or even analytics for any government agency, Salesforce has something for everyone.
The ease of doing business with the next level AI on the new Salesforce Eisenstein and Wave Analytics bundled with the CPQ solutions that Salesforce has brought in, it no wonder that Salesforce is indeed the leader in the cloud platforms.
With the expanse of its reach across the platforms and users, may it be Sales, Service, Interns learning for the first time or even analytics for any government agency, Salesforce has something for everyone.
Recommendations to others considering the product:
Ensure to understand the organizations limits before investing in the technology. Salesforce would be a good choice for operations ranging from Mid to
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