Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
Life Before Salesforce? I Can't Remember It!
What do you like best about the product?
I love how responsive Salesforce Customer Service is, if ever I have a question.
What do you dislike about the product?
My only dislike with the program is the sometimes glitchy Salesforce for Microsoft Outlook Application.
What problems is the product solving and how is that benefiting you?
I am currently working on a "Solutions Database," inputting popular inquiry related responses to improve our organization's customer service response rate and efficiency.
Salesforce
What do you like best about the product?
The multiple features available and the ability to track information.
What do you dislike about the product?
Not enough instructions on how to pull reports.
What problems is the product solving and how is that benefiting you?
Streamlining workflow processes.
User friendly
What do you like best about the product?
It's very user friendly. I love that our "customers" (students) could search.
What do you dislike about the product?
I really didn't dislike much about desk.com
What problems is the product solving and how is that benefiting you?
We are using desk.com to minimize the questions many of our receptionists get via phone call.
Great Customer Support Tool
What do you like best about the product?
The way it tracks agents progress and productivity is top notch
What do you dislike about the product?
The way it organizes emails that come in could be a little better.
What problems is the product solving and how is that benefiting you?
I solve any questions that customers have regarding our product. The benifits include an easy way to communcicate with them especially with the macro function that allows us agents to quickly answer any customer questions with pre-determined copy that we are easily able to tweak as situations change.
Who is your customer? How do we help them?
What do you like best about the product?
The user interface is really well-designed, intuitive, easy to use. Also appreciate that there's a mobile platform and integrated social media tools, and access to third-party apps help customize the experience for different industries and needs.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
What do you dislike about the product?
In an organization where not everybody is a digital native, training can be tedious, and even after a lot of exposure some admins are intimidated by its complexity. It's also quite expensive, but that's not necessarily a concern for my department. We do think it adds enough value to justify the cost.
What problems is the product solving and how is that benefiting you?
We need a robust customer support solution, and Salesforce does a pretty darn good job of capturing and organizing that aspect of our business. No significant complaints.
Recommendations to others considering the product:
Never had any significant problems with this vendor.
A great one stop solution to a variety of support tasks
What do you like best about the product?
As a support manager, I like the reporting features which give me great insight into workflow, my reps efficiency performance and an easy way of reviewing the content of their written work.
What do you dislike about the product?
I find that some features are not easy to understand and it has taken a team of dedicated Salesforce peeps to really get the software doing what we need it to do on a daily basis. This is not necessarily a fault with the product, its just not a one click solution, which I don't think it claims to be.
What problems is the product solving and how is that benefiting you?
Its fantastic for the daily issues i face getting insight into my teams performance and provides out team with awesome feedback on their efficiency and customer satisfaction.
Easy to use
What do you like best about the product?
Very easy to use when keeping track of accounts, individual clients, samples, and reports.
What do you dislike about the product?
Dislike that their app for iPhone/iPad is not very user friendly.
What problems is the product solving and how is that benefiting you?
It helps to maintain communication between departments.
salesforce is wonderful
What do you like best about the product?
Salesforce is amazing for our organization. It helps us keep track of our customers in a great way. It shows past conversations, when they have been helped, it is so much easier to input information and keep them updated. There is also a app to use which is very neat to organize customers.
What do you dislike about the product?
It took awhile to learn and can be confusing at times.
What problems is the product solving and how is that benefiting you?
We are trying to raise our membership base, and raising retention rates within our company. We realized salesforce is more efficient to get things done.
Salesforce Review
What do you like best about the product?
It's user friendly and intigrates with majority of all softwares and can be easily intergrated into marketing tools like Marketo or Data.com which is why we moved over to salesforce
What do you dislike about the product?
the total cost to keep the licesnse annually, the cost keeps going up
What problems is the product solving and how is that benefiting you?
None at the moment
Recommendations to others considering the product:
test out your envoronment first
Salesforce Service Cloud case management
What do you like best about the product?
Service Cloud, as a web app, is highly customizable using simple scripting. While a lot of specialization was done for our use, it was more general. using the scripting it really opens up the ability to make it match your workflow and preferences allowing you to work the way you want to
What do you dislike about the product?
Trying to cram a social element to a CMS doesn't make sense. Having the "feed" view and interaction is useless and contrived. It is not integrated in a way that makes it useful, I would prefer if it could be turned off or disabled whole-sale.
What problems is the product solving and how is that benefiting you?
We moved from a mainframe home-grown application that no one really understood anymore to a modern CMS with reporting, metric-capable, integrated system allowing better engineer performance and a greater view of challenge spots on the team to focus on and improve.
Recommendations to others considering the product:
Do not try to make it like your "old" system, customize it so that it makes the most sense going forward. Help using external tools like tampermonkey or greasemonkey to allow and encourage powerful scripting abilities
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