Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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Very nice UI in comparison to previous.
What do you like best about the product?
It is leaps and bounds over any type of email based tracking system - and having it as part of a CRM system is awesome. It allows for easy tracking emails back and forth, as well as assigning to other users, and asking for help with Chatter.
What do you dislike about the product?
The big thing is the views are not the best - very customized sorting needs to be done with reports, which is not ideal, but it gets the job done. Also, the email preview (which is very helpful) is only shown on the first 5 recent emails.
What problems is the product solving and how is that benefiting you?
Allowing a full team of people work on a queue of cases without worrying about what happens if someone is out for a week, and their emails are not accessible to anyone else in the company.
Love the flexibility
What do you like best about the product?
The Service Cloud has given us one platform to handle all channels of support. The automation of creating cases within each of those channels creates cost savings and reduces handling time. We are constantly finding new and better ways of using the tools offered in Service Cloud.
What do you dislike about the product?
Initially, we were finding it challenging to set up the tools to work for our situation and our workload. It may be that the Contacts are more flexible when designing the heirarchy for multi-level Client situations.
What problems is the product solving and how is that benefiting you?
Our business required that our agents log into several third party tools alongside our instance of Salesforce. By implementing the Service Cloud we were able to consolidate those third-party tools and reduce the number of applications the agents had to navigate.
Salesforce Overview
What do you like best about the product?
I like how easy to use it is. It helps provide the main info I need regarding my client's account when speaking to them. The Chatter feature has made it easy to chat with other teams to resolve an issue quickly with conversations documented rather than emailing them separately.
What do you dislike about the product?
At times it is hard to sort through previous conversations with our clients. I don't know if this is necessarily something that is salesforce fault rather than our company having an odd processes.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
What problems is the product solving and how is that benefiting you?
I am not sure this question applies.
Salesforce for Customer Support
What do you like best about the product?
Everything relating to the customer account (support tickets, contacts, studies, feature requests, sales, etc) are very organized and easy to find at a moment's notice. This is great for customer support because I can easily know who I'm working with, which product they're using and the types of questions they've asked previously.
What do you dislike about the product?
It is very difficult to send an email from the phone app. Given that most of our interactions with our customer come in as emails, the app is a great platform to view a support ticket, but I have no way of responding to them, without going through my external email application. This prevents the email from attaching to the ticket.
What problems is the product solving and how is that benefiting you?
We are a SaaS company, working with clinical trial research. In my position, we are helping customers build studies for clinical trials, solving issues when the software does not work as expected and answering questions about functionality. Salesforce is great because we can track what issues often come up for different customers, which customers call in the most, and what features the customer request.
Recommendations to others considering the product:
Play around with it! The service is very intuitive and easy to pick up. Metrics are much easier to track and to meet since my company started using it.
Service Cloud Review - Griffin
What do you like best about the product?
It basically works but, Salesforce generally is slow and cumbersome.
What do you dislike about the product?
The amount of clicking that needs to happen.
What problems is the product solving and how is that benefiting you?
Getting tickets out, trying to solve issues.
Recommendations to others considering the product:
Make sure you know what you are getting into. There are a lot of added bells and whistles that you'll likely need / want, but you may not be willing to put forth the effort / cash to get it done. I wouldn't call anything a "hidden fee" but certainly there is are opportunities for you to have to shell out more cash to get things where you want them to be.
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
Very dynamic and powerful tool which helps sharing information within the company
What do you like best about the product?
Very dynamic and powerful tool which helps sharing information within the company whilst dealing with customers. I like the way you can edit it and personalise the look of it adapting it to the company standards. It makes the company data more transparent to the staff and therefore easier to make decisions.
What do you dislike about the product?
I would like to see more plugins (like the ability of doing live translation) adaptable to every company portal.
What problems is the product solving and how is that benefiting you?
We are now able to see data from other departments of the company so we are in a better place to have an idea about the kind of customer that we are dealing with.
Recommendations to others considering the product:
Try it and discover the capabilities of the tool.
Helpful and applicable for any customer's needs
What do you like best about the product?
it can be changed and amended to the way it helps the most; gives easy overview about accounts and customers
What do you dislike about the product?
Dashboards and reports could be more straightforward when building
What problems is the product solving and how is that benefiting you?
give an overview about what is going on in my region
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.
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