Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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Easy, straightforward knowledge management
What do you like best about the product?
It is very well integrated within the Salesforce Service Cloud, making it a good option when using it for customer support. Information is easy to access and timely delivered with the predictive articles system, and having support agents submitting their own solutions to known problems is the best way to enrich a company's knowledge database.
What do you dislike about the product?
Knowledge does not go much further than the basic functionality. Einstein will probably improve the way articles are delivered, but knowledge management by the user designed for it is still a little clumsy.
What problems is the product solving and how is that benefiting you?
Improving a support team first interaction resolution rate, avoiding time waste solving known issues and providing agents with a tool to enrich the company's knowledge base.
A great CRM but very expensive
What do you like best about the product?
I used it earlier it was great helped me track my customers and be up to date but quite expensive
What do you dislike about the product?
The fact that the moment I want to automate it according to my needs it gets expensive
What problems is the product solving and how is that benefiting you?
Help me sort out and streamline my Sales Pipeline
Recommendations to others considering the product:
If you have bucket loads of money to streamline your sales process then please use it
Best turn key live chat app with Salesforce lightning support
What do you like best about the product?
Ease of Integration
Salesforce lightning compatible
Salesforce lightning compatible
What do you dislike about the product?
format of the chat transcript saved, it is html and needs to be traversed with a regex
What problems is the product solving and how is that benefiting you?
We wanted to launch live chat for our client's website and achieved the functionality flawless. The benefits have been pretty good with profanity checks.
Recommendations to others considering the product:
It is a nice product with some limitations when it comes to very specific requirements related to the transcripts.
Salesforce Works
What do you like best about the product?
Salesforce is an excellent interface with east to use, intuitive features. Once you learn the system you won't want to use any other!
What do you dislike about the product?
Sometimes the different screens get lost or switched or it'll log off too soon.
What problems is the product solving and how is that benefiting you?
Solving customers' complaints and issues! The ease of storing and retrieving customer information is a huge benefit!
Recommendations to others considering the product:
Go for it! Make sure to learn all the ins and outs!
Good program
What do you like best about the product?
The interface is great all around it was more organized thn the last peogram we used at work.
What do you dislike about the product?
Theres nothing i disliked its like the cloud and you can chat with coworkers made it easier.
What problems is the product solving and how is that benefiting you?
Alot more organized i like it. Calls came up great and not dropped as much.
Recommendations to others considering the product:
I love the peoduct id they used the one we did they would think its 100 times better too.
Salesforce for Support
What do you like best about the product?
Salesforce is flexible in the way you can set it up to meet your business needs. It can be set up to meet special routing or alerting depending on customer category.
What do you dislike about the product?
It takes takes special training on salesforce specifically to code. Because of its flexibility, no 2 Salesforce clients the same and there is a learning curve if you change companies.
What problems is the product solving and how is that benefiting you?
We need to solve for consistency among the different business units and to create simplicity in the case/ticketing process. Both of these will be accomplished with Salesforce Service Cloud.
one of best cloud service
What do you like best about the product?
I like that it is so natural to explore between segments inside the product. In the event that you have to see CSAT, it easy to change to that, and not lose where you were taking a shot at another tab. I additionally like the capacity to see me rundown of cases while taking a shot at another case. This gives me the adaptability to open another case without loosing my place. What's more, the tabs at the best are astounding! Exchanging forward and backward between tabs is a breeze. Client profiles for kindred specialists are useful and enable me to discover who their directors are, and it gives me access to their contact data.
What do you dislike about the product?
It's extremely hard to isolate numerous cases or to dispose of spam cases. Information cancellation or inactivation is another riotous activity. Endorsement work process in the back end gets halted and bolster group must be included to get it up and running.Some of the endorsement work processes are executed with no reason.
What problems is the product solving and how is that benefiting you?
all sales and customer information
Salesforce and how amazing it is
What do you like best about the product?
Salesforce is an amazing CRM which offers applications for small, midsize to enterprise organizations highlighting mainly on sales and support. What I like most about Salesforce is that it focuses on a large area, specifically sales management, marketing automation, partner relationship management and customer service. These applications can help organizations in managing their customer accounts, track of their sales leads, and to be able to conduct and monitor marketing campaigns.
What do you dislike about the product?
Ive heard that reporting is a bit tedious and that the reports are not particularly easy or straightforward to generate. You need a Salesforce admin access or someone who is very well-versed in Salesforce to be able to take advantage of the advanced reporting capabilities which is in my opinion is quite frustrating.
What problems is the product solving and how is that benefiting you?
Sales Management, Marketing Automation, Customer Service.
Recommendations to others considering the product:
Your money can be worth this product, all in all a good product to collect info at one place and share. There are lots of custom features that helps keeping track of any work. The layout of each parameters however for each contact is a bit hard to get by, which would require you for a lot of work when you are trying to edit some details.
Useful tool for any organization
What do you like best about the product?
friendly user, provide confidency every time that I used it
What do you dislike about the product?
nothing, I think it works perfect for me
What problems is the product solving and how is that benefiting you?
storage, easy to find information
Triple the Steps. Triple the Frustration
What do you like best about the product?
The reporting aspect makes it easy on the back end.
What do you dislike about the product?
Everything takes much longer. What used to take ten minutes in our previous system will take thirty minutes in Sales Force. It takes five steps to complete one transaction or event. Then when you take the time to complete all five steps, Sales Force only saves two of them. So you have to redo the other three steps. Our team previously had 30 customer inquiries at a time. Now, people struggle to have above 20. It has cost the team a lot of money, time, and frustration to move to this system.
What problems is the product solving and how is that benefiting you?
Customer complaints and requests. One benefit is when a call comes through, SalesForce pulls any contact information we have for that number.
Recommendations to others considering the product:
Don't do it. What previously took five minutes now takes one hour. When you save information in Sales Force, it spontaneously deletes itself or will not save all of the data. It also will save the file to the wrong account or case. So you have no idea where your call notations went or where your Logged Research went. So much headache.
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