Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Solid but requires proper implementation and thinking
What do you like best about the product?
Once you have it configured there's a huge amount of flexibility to what you can achieve with it. Along with the appexchange which makes it very extendable
What do you dislike about the product?
It can be implemented really badly, Salesforce try to say you don't need a technical person to set up their products or you can learn it. Its true to a point, you can get a basic setup up and running very quickly but to do anything advanced you need to know the right things to implement.
What problems is the product solving and how is that benefiting you?
Automation of a lot of processes through a single support department. We segregate data/case types into queues and assign them out from there allowing us to prioritise different queues.
Recommendations to others considering the product:
Do salesforce training and trailheads more than once if you need to. Make sure you know your goals and know what you want to report on.
Saves our business time and money
What do you like best about the product?
The Service Cloud allows us to mange our day to day Support operations with clarity and ease. The interface is smooth and easy to navigate.
What do you dislike about the product?
The reference number attached to each Case can be cumbersome and when two companies using the Email to Case functionality email each other a new Case is created each time.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Case Management
Case Management
Salesforce Service Cloud Meets All Needs
What do you like best about the product?
Salesforce Service Cloud's main benefit is the case creation structure.
What do you dislike about the product?
Sometimes support can be underwhelming and takes awhile to hear back.
What problems is the product solving and how is that benefiting you?
We had a disconnect with our support, sales, and finance teams. Having every part of our business live in Salesforce helped solve that.
Recommendations to others considering the product:
Make sure that you take time on implementation. It is worth the effort upfront in the long run.
Admin of Service Cloud
What do you like best about the product?
very easy to customize, can assign cases to groups or individuals, ability to assign SLA's and escalation rules.
What do you dislike about the product?
Reporting can be an issue since objects relationships only look up and not down as well. Can end up with a lot of record data
What problems is the product solving and how is that benefiting you?
We are looking to better serve are customers and have a record of that interaction. Also have used internally as a service desk- downside is then you need more salesforce licenses. Has worked to organize work instead of random slack messages
Recommendations to others considering the product:
A service consule where you can see multiple objects at once would be awesome
Customer service is your oyster with SalesForce Service Cloud
What do you like best about the product?
Possibilities and options that can be implemented. Very flexible solution to managing Operations, Customer Service and even Risk. Quite good reporting capabilities
What do you dislike about the product?
You dont know what you dont know: it would be easier if we knew what might be required in couple of months time as some of the reporting may require custom fields which if not created early need to be then backfilled.
What problems is the product solving and how is that benefiting you?
Efficiency, lack of communication, Tech inefficiencies. Fixed a lot of operational issues and created KPIs
Recommendations to others considering the product:
Sit down with all stakeholders to understand the needs - will see benefits sooner than later
Implementing and changing Salesforce for my Orginization
What do you like best about the product?
I like the fact that you can change the software in a cloud setting that lets mold to your processes rather than the a software that is static and can't change. Really helps with process improvement and accountability for processes to be followed.Reporting is great in here too, with the ability to customize the reports and schedule them out. Don't have to manage servers to make this run. Allows for users across the world to connect and collaborate with one another very easily. It also allows for our customers to have a place to go to review docs, get training and submit cases.
What do you dislike about the product?
Some of the features that aren't available. Such as being able to default whether an email is sent out. Not having as much flexibility with the dashboards and graphs are limited. It's an expensive product. When you start to add on other services than it gets to be even more expensive. We are on Enterprise Edition.
What problems is the product solving and how is that benefiting you?
Information was scattered all over the place prior. Also the ease of use wasn't there with our previous system. This system has helped us develop processes that can be followed. We are capturing information that we couldn't capture with our previous system. All of the customer history is all in one place without bouncing back and forth to different systems, one for sales and one for customer service.
Recommendations to others considering the product:
It's a great product that allows you to customize to your business needs. There are also many apps that help with providing additional add-ons to achieve things without having to go in and code something yourself.
A Solid Solution for Customer Relationship Management
What do you like best about the product?
I like the ease with which information can be found and associated to yet other information. It results in a rich environment for keeping track of customer issues, solutions, and other key details.
What do you dislike about the product?
I don't like that the interfaces are not consistent, and that you have to switch between interfaces to update certain pieces of information.
What problems is the product solving and how is that benefiting you?
We needed a good way to track productivity, client issues, and appropriate KPIs. As we collect more and more data, we are finding all of the above needs are being met.
Recommendations to others considering the product:
Plan on a long implementation and a fairly steep learning curve, especially for Admins. Have a clear picture of what you need the system to provide before beginning your implementation, otherwise you will end up lost in the weeds.
Salesforce serves as a central hub for all your business processes
What do you like best about the product?
The complete customizability of the platform. With few exceptions, everything can be edited or built on top of to provide you with exactly what you need. All of your business processes can be integrated or enhanced with the system.
What do you dislike about the product?
While flexible, the platform is limited by your administrator's/developer's technical knowledge. Administration alone will likely require at least one full-time admin. However Salesforce provides an array of certifications to help you find something with the necessary skills based on what you do need.
What problems is the product solving and how is that benefiting you?
Aligning our Sales, Marketing, Accounting, Support, and Account Management efforts. With Salesforce we can now collaborate and communicate across departments with minimal inefficiencies. Everything lives in Salesforce.
Recommendations to others considering the product:
Salesforce is the clear market leader for a clear reason. They continuously innovate and drive their platform forward. It's not software that you plug in and use. It's a system that grows and evolves based on your needs and ability.
Infinitely Customizable, but at a Cost
What do you like best about the product?
As with everything Force, the ability to bend Service Cloud to meet our business requirements is there. Out of the box, it is very well suited to most needs. The ability to customize and automate is second-to-none, but the people/skills required to do this successfully should be accounted for.
What do you dislike about the product?
Significant costs of time and effort for integration to outside systems. Requires a full-time administrator and developer.
What problems is the product solving and how is that benefiting you?
Moving into the entirety of the Force ecosystem removes those data/service silos that impeded the flow of customer data. A customer is now on a seamless journey from a marketing lead, to a sale, to support, and account management.
Recommendations to others considering the product:
Get training for all employees. Don't leave administration to a single person.
Great product
What do you like best about the product?
The Salesforce Service Cloud is really easy to use.
What do you dislike about the product?
Salesforce Service Cloud can sometimes load slowly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us learn more about our customers, which increases sales.
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