Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Very helpful
What do you like best about the product?
I first started using Salesforce when working in a call center. It was a little difficult to maneuver at first, but with a lot of practice and usage, it was a very good tool to use in keeping up with our different clients and what products they liked and disliked.
What do you dislike about the product?
There really wasn't anything that I disliked about this software. As I stated before, it was a little difficult to get used to as someone who has never used the software before. But it got easier the more I used it.
What problems is the product solving and how is that benefiting you?
It helped us with keeping track of clients' orders and what they liked to order the most.
Recommendations to others considering the product:
Make sure that training is available to users and do continuous training.
Flexible application for varied channels of customer support.
What do you like best about the product?
The native integration with other Salesforce applications makes data management very easy. The flexibility in setup and administration is also appreciated for high levels of customization. Broadly supports most customer support channels. Reporting is easy.
What do you dislike about the product?
It sometimes feels like some features were made in silo of the core product. There is a lot of terminology and areas of the product to get acquainted with, so there is a high learning curve involved. I am also disappointed that phone support is not supported in omni-channel, as well as CSAT functionality is not a feature. The user experience is good, but not quite as smooth as other applications.
What problems is the product solving and how is that benefiting you?
We have seen much better reporting and thus more insight into operations of customer support. The degree of data management is much higher in this product.
Recommendations to others considering the product:
Make sure you understand your core requirements. Previous experience with administering Salesforce is highly recommended for easy setup and management.
Very good option for one system
What do you like best about the product?
The tool work in "the cloud" and manage the costumer information from there.
What do you dislike about the product?
There are fields with validation errors or unnecessaries, and the cases creation and costumers register is tedious.
What problems is the product solving and how is that benefiting you?
The tracking of products for the costumers and its status for each case.
Great CRM
What do you like best about the product?
Great CRM. Great way to keep in touch with potential leads,
What do you dislike about the product?
Wish there was better "plug-ins" for some applications
What problems is the product solving and how is that benefiting you?
Don't lose track of potentail opportunities. Easy to create reports for various metrics.
Service Cloud: A Review
What do you like best about the product?
I love the managing of support process that Salesforce allows and how you can pivot fast to test or implement new support processes. Also, support processes via the Service Cloud are highly flexible and can be as simple or complex as you need them to be.
What do you dislike about the product?
In order to get Service Cloud up and running, you will definitely need to have an implementation partner. All the moving parts can be a bit much to juggle for those first venturing into the Service Cloud. It is a time consuming and complicated process. After you get it up and running, fine tuning and getting things purring is another beast. However, will all that being said, it is worth the investment and is no different for any other robust cloud software.
What problems is the product solving and how is that benefiting you?
The business we are trying to solve/address is churn rates. The great thing about Service Cloud is that if you ask the right questions, you will get the answers you need. We have realized why and how our accounts churn and we have devised AB test to address them. Service Cloud has given us the flexibility to quickly form hypothesis about our business, test them, and address them accordingly.
Recommendations to others considering the product:
Understand and map our your business processes if you haven't done so already. Understanding your support process, as it currently is, will help in implementation. Furthermore, learn how to ask the right questions about your business and be able to test your customers constantly to help improve your service. Service Cloud excels at this and for it to be as good as you need it to be, you need to be constantly testing and reverifying assumptions and ideas you have about how you run and support your business.
Service Cloud review
What do you like best about the product?
Service console and milestones management
What do you dislike about the product?
Reporting is to Easy.. needs more flexibility
What problems is the product solving and how is that benefiting you?
Speed up case resolution
Salesforce Service Cloud Review
What do you like best about the product?
Amount of customization you can do and apps created for SalesForce is really great. Gives you capability to achieve lots of requirements to meet company goals. This software will help to track leads, contacts, and clients.
What do you dislike about the product?
Requires coding knowladge to perform some of customization. Customer support is not responsive.
What problems is the product solving and how is that benefiting you?
One of the best CRMs out there. This is must have for your sales team.
Benefits Support Team's in Closing Cases
What do you like best about the product?
I think the layout of Service cloud fosters faster closure of cases due to the most information they would need being accessible with less extra on the page.
What do you dislike about the product?
It's a change the teams have to get used to and when things are not in the same place they are used to it can cause retraining
What problems is the product solving and how is that benefiting you?
Business problems are to tailor the system to be as easy to use as possible because our support teams case load has slowly been increasing. Making sure the tool doesn't cause a bottleneck is incredibly important.
Service Cloud is Synonymous with Service Excellence!
What do you like best about the product?
New age console. Swift and lightning speed.
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
What do you dislike about the product?
Minor workflow improvements under the hood could be an added delight.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
What problems is the product solving and how is that benefiting you?
It has helped us scale our customer experience.
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
Recommendations to others considering the product:
Go with It and it will take you places!:-)
Service cloud has been extremely helpful when tracking our customer service issues and open cases
What do you like best about the product?
I like how we're constantly reminded of open cases. This was a big issue for our customer service because occasionally issues would fall through the cracks and we would end up with a unhappy client.
What do you dislike about the product?
It would be nice to have more training materials on Service Cloud.
What problems is the product solving and how is that benefiting you?
We have less unhappy customers because issues are being handled no matter how many months have passed.
Recommendations to others considering the product:
Give it some time to get familiar with before making a decision.
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