Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great tool without using your inbox
What do you like best about the product?
Love that you can message customers without using your direct email. You can have multiple people use the same account as well.
What do you dislike about the product?
Searching for something... It saves everything and the search tool could be better.
What problems is the product solving and how is that benefiting you?
Having two websites handles with one tool, love it.
Useful, Modern, Practical
What do you like best about the product?
I like the use of the Omni Channel that can be controlled to assign you whichever queue you would like to be assigned. I like the multiple sections you can view your workflow in as well.
What do you dislike about the product?
I dislike that Omni Channel tends to malfunction from time to time. It assigns multiple cases at once or goes offline quite a bit.
What problems is the product solving and how is that benefiting you?
We are able to address multiple queues at a glance and assign agents to work them as necessary much faster and more efficiently than the previous software we used. This allows us to assign priority levels, and time stamps for each case created. It's very helpful in keeping track of your handle times and cases worked as well.
Recommendations to others considering the product:
It's very useful and easy to learn.
Sales Force is the multitool you need in the work place.
What do you like best about the product?
I enjoy the fact that I have never had any issues understanding the UI. It always works as long as I have cleared my browser cache. We also use Fuze to track calls and the integration with phones and chats has been a great one.
What do you dislike about the product?
I would love to have the option to change the color scheme. Other than that the only change I can think of is to add the option to open a case without opening the search feature. Lastly the history tool could use a good UI update.
What problems is the product solving and how is that benefiting you?
We can track every interaction with users and agents on a daily basis. We can then use that information and use the data to understand trends of issues that might be occurring.We use the thinking phones interface to track calls as well and we use the chat system to communicate with our end users.
Recommendations to others considering the product:
if you wish to use a ticketing system that you can make your own Salesforce offers some great customization options.
Most User Friendly CRM System
What do you like best about the product?
This is the most user friendly cry system both front wnd and back end.
What do you dislike about the product?
I wish that it were possible to get admin certified without having to be certified for all clouds. I work exclusively on service.
What problems is the product solving and how is that benefiting you?
SFDC is our completebsystem of record. It is clean and easy to navigate for the business.
Access
What do you like best about the product?
Easily accessible for most of your customer information
What do you dislike about the product?
No current dislikes..program serves my use
What problems is the product solving and how is that benefiting you?
The abillity to see information across multiple departments
Straightforward Agent Tool
What do you like best about the product?
I love the ease of use and the fact it can be customized to fit our business model. We bring people in off the street, and anyone can pick up on the social-media like aspects of SF.
What do you dislike about the product?
some things get lost in the shuffle, and you can't find them. I can't seem to find an easy way to shift work from someone who took the first call to a higher tier without the "escalate a case", but not all work goes to the same place....
What problems is the product solving and how is that benefiting you?
We went from XX CRMS to one! That's a training win if I have ever heard of one.
Can there be a better CRM ever?
What do you like best about the product?
I have used Siebel, Sugar, NetSuite and Microsoft Dynamics in addition to Salesforce. Neither of them come close to Salesforce's ease of access, especially with the Setup. Salesforce also has the best knowledge base.
What do you dislike about the product?
The limit on Workflows per Object is a hard stop. I understand there are different editions and Workflows can be purchased, but then it puts SFDC Admins in a tight spot.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for our Support tickets. It provides our reps with all the data that is required with respect to our Customers in one screen. Using a CRM has never been easier.
Great product for a tech support solution
What do you like best about the product?
This is a fantastic piece of software for any kind of tech support company. Would highly recommend.
What do you dislike about the product?
The GUI could use a bit of updating to look more modern. Other than that, it works great.
What problems is the product solving and how is that benefiting you?
Solving issues for customers who use our product. This is a great way to organize the contact system and lead pursuit.
Simple to use
What do you like best about the product?
Good software. Simple to use and good for assisting in client issues
What do you dislike about the product?
Log in complexity for user can be simplified.
What problems is the product solving and how is that benefiting you?
Saves time in knowing what we need.
Great way to Streamline workorders and Client issues
What do you like best about the product?
The layout is very clear. It's easy to keep track of current work orders and to submit no ones. Not a huge learning curve, very easy to work with and customizable. It works well with Salesforce.com which our company is already using. This makes streamlining between the two software's even better.
What do you dislike about the product?
Reporting is good, but could be more robust. Sometimes there are too many tasks needed in order to resolve an issue in Desk. I feel like support could be a little better, it's ok overall, but could be better. I wish the email integration worked better, sometimes there are needed details that are missing during the transfer.
What problems is the product solving and how is that benefiting you?
We are solving Work Order tracking, work order reporting and increasing overall efficiency. In the past we noticed several roadblocks when it came to work orders and making sure people stay on task and tracking who has what. Desk has really helped us as a company streamline all of these processes.
Recommendations to others considering the product:
If you are on the fence, I would say pull the trigger, especially if you are already using Salesforce.com for other areas of your business. You will not regret it.
showing 2,641 - 2,650