Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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External reviews are not included in the AWS star rating for the product.
Great Software That’s Easy To Use But Glitchy
What do you like best about the product?
There is a large variety of features offered that are easy to use for anyone with any level of CRM experience.
What do you dislike about the product?
The software is often glitchy. This causes difficulties in completing designated tasks in a time sensitive manner.
What problems is the product solving and how is that benefiting you?
Ease of access and a streamlined beautiful interface to allow simple communication between all parties.
Great product after you learn how to use it.
What do you like best about the product?
I like how easy it is to navigate between sections within the software. If you need to see CSAT, it simple to switch to that, and not lose where you were working on another tab. I also like the ability to see me list of cases while working on another case. This gives me the flexibility to open another case without loosing my place. And the tabs at the top are excellent! Switching back and forth between tabs is a breeze. User profiles for fellow agents are helpful and allow me to find out who their supervisors are, and it gives me access to their contact information.
What do you dislike about the product?
It can be a little glitchy and slow at times. The calendar function looks like it's from the beginning of time and is a little hard to read at a glance. I also don't have the ability to edit my case notes. I know it can be done, but every time I ask our internal support, they don't know how to fix it and they claim there isn't a way. I use two separate instances of SF, so I know it's possible.
What problems is the product solving and how is that benefiting you?
We use it to track cases, and it's really easy to research our Clients' accounts and associated cases.
Recommendations to others considering the product:
Make sure you really take the time to learn about everything it has to offer while you're using it. Nothing worse than an entire team not knowing what they're doing, or how to navigate the software. Also, the calendar feature is functional, but I wouldn't bet on that being your only calendar... I still use outlook every day, and that seems to work much better for me.
Excellent
What do you like best about the product?
User friendly and easy to use without any help. I like to use this because it does not need much help to use this once you learn how to use.
What do you dislike about the product?
It takes some time to understand. You need to learn how to use but after you know how to use it is good.
What problems is the product solving and how is that benefiting you?
It is very fast and user friendly and security is good.
Great tool to hold businesses accountable when servicing clients!
What do you like best about the product?
I enjoy how easy it is to log case notes, data, and contact information in an organized manner to keep important information regarding clients on file for future and better use.
What do you dislike about the product?
Sending emails from the cloud server can be a hassle sometimes, but is still a valuable tool.
What problems is the product solving and how is that benefiting you?
Keeping organized notes on client issues for future reference so we may better service clients moving forward.
Fast & Organized System
What do you like best about the product?
I think the thing I really like most about Salesforce, is the way it auto populates. It's efficient in a quick amount of time.
What do you dislike about the product?
I can't say that I "dislike" anything about it, I just think that there could be a better way to close the open tabs, and prevent so many from being populated.
What problems is the product solving and how is that benefiting you?
With Salesforce, we are able to efficiently send service tickets and service orders to a multitude of departments, and even further so, different levels within these departments, to address customer's issues in a timely manner.
Recommendations to others considering the product:
It's a wise investment!
Useful Tool! Glad to Implement it in my office experience
What do you like best about the product?
I love how easy it is to transfer cases back and forth to various members of my team. I also appreciate the template functions, as they make emails a breeze
What do you dislike about the product?
I wish it looked nicer. I spend all day in salesforce, and it hurts my soul a little with how ugly it is.
What problems is the product solving and how is that benefiting you?
It's definitely helped us to keep our cases very organized, which improves our response time. It's a tool we use in our day to day work, and we couldn't imagine a system that would be able to serve our needs like Salesforce does.
Quick fixes, for demanding clients
What do you like best about the product?
Solutions were relatively easy and quick to implement.
What do you dislike about the product?
I never had any real issues. I think it crashed once on me.
What problems is the product solving and how is that benefiting you?
Helping clients with a variety of issues.
Not great as a Helpdesk system
What do you like best about the product?
It allowed us to create many locations for easily tracking where an incident took place.
What do you dislike about the product?
It’s not a good system for supporting customers due to the aesthetics of email chains. Additionally, looking at metrics and tracking is a lot more difficult. Salesforce is better for of course—sales.
What problems is the product solving and how is that benefiting you?
It allowed us to track which classrooms had the most incidents and need the most support.
Recommendations to others considering the product:
Best used for Sales! There are much better ticketing systems for Help desk issues especially since they charge per account. It adds up quickly with a plethora of employees.
Great CRM platform
What do you like best about the product?
Service Cloud is very user friendly; I personally prefer Lightning mode over Classic.
What do you dislike about the product?
Not a lot to dislike; however, I wish the incoming emails from customers would display in full screen. I don’t know if this is a setting capability, but for right now, all my cases display in boxes where long emails get cut off and I have to scroll sideways to read it.
What problems is the product solving and how is that benefiting you?
Keeping track of all support questions organized by account and contact name. It’s a great tool and makes my job easier. It’s great for internal communication as well.
Love Salesforce
What do you like best about the product?
Ability to prepare Articles and import to Salesforce Knowledge
What do you dislike about the product?
I cannot think of anything off the top of my head. Really nice solution
What problems is the product solving and how is that benefiting you?
More inquiries turn to true leads
Recommendations to others considering the product:
This solution is a wonderful tool for exploration and interest building
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