Agentforce Service
Salesforce, Inc.External reviews
6,962 reviews
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Excellent service tool
What do you like best about the product?
Independent customer information to allow customers to find their own answers while also providing live chat software. The ability to maximize agent productivity. Wide coverage including, social media, mobile, email, etc.
What do you dislike about the product?
Limited integration capabilities with other systems to share data; workflow tool is not super intuitive.
What problems is the product solving and how is that benefiting you?
Customer service support and management as well as help desk capabilities / live chat.
Recommendations to others considering the product:
Excellent for companies who are looking to provide live chat and empowering customers up front to solve their own problems. Allows CS reps to engage more fully with the customer and provides better tracking capabilities relative to issues, etc. Workflows could be better but definitely better than other tools on the market.
Powerful customer management system
What do you like best about the product?
Gives the agent more power over the data they see to help them respond to customers.
What do you dislike about the product?
Can be a little cumbersome to learn although once you do, it becomes a breeze to use.
What problems is the product solving and how is that benefiting you?
Faster same-day-resolution when using Service Cloud.
Salesforce Review
What do you like best about the product?
It is a very organized program. Everything has it's own place. It is a clean layout and up-to-date.
What do you dislike about the product?
There are a few too many sub-categories for each field. Sometimes it is difficult to navigate and look for something bc it there are about 5 different places to look.
What problems is the product solving and how is that benefiting you?
Wwith salesforce it is easier for me to locate receipts quicker for our clients who submit urgent requests for them.
Sales force
What do you like best about the product?
Its a live and do's not relay on the home network of any org as is in the cloud With data that has been presented in an easy to digest form showing how many people had positive and negative experience with Sales force Service Cloud.
What do you dislike about the product?
they do seem to have a lot of update windows during a year
:Not Flexible
: cost more to add basic functions i.e. little changes a far too difficult to make
:Not Flexible
: cost more to add basic functions i.e. little changes a far too difficult to make
What problems is the product solving and how is that benefiting you?
With Logging call from internal to external VENDORS / USERS
Recommendations to others considering the product:
Its more helpful to run in the cloud but and saves building on in house
training and implementation
What do you like best about the product?
I think that although the system is very robust, it is user friendly. You can kind of pick and choose what pieces you would like to use.
What do you dislike about the product?
I don't mind the many modules of the system, but they can be overwhelming to people who don't use a Contact Management System.
What problems is the product solving and how is that benefiting you?
Tracking sales pipeline and development pipeline after deal is closed. Projects, royalty paid, Accounts payable and receivable.
Recommendations to others considering the product:
It would be nice if some of the modules could be turned off for people who don't use them. I think the problem is seeing all the features and the people get overwhelmed.
Great tool for a service desk/service center to manage requests for support
What do you like best about the product?
Email to case and web to case - allow users to submit cases/tickets through email or the web, and allow users to respond via email. Very flexible to customize so that you can track whatever custom information you need. Lots of built-in automation, and easy to add more based on what you need.
What do you dislike about the product?
I really don't have any complaints. It works very well and has a ton of features, in addition to being on the Salesforce platform which gives you a ton of flexibility.
What problems is the product solving and how is that benefiting you?
We needed to replace a different ticketing system to have more flexibility. The Console that comes with Service Cloud is also great for managing a high volume of tickets and is very customizable.
Great and fast
What do you like best about the product?
Easy to use and fast. I appreciate the organization it provides me
What do you dislike about the product?
Too many options and tabs. Sometimes it is difficult to find what I need
What problems is the product solving and how is that benefiting you?
Organizing all sales opportunities is easy with sales force
Bending Salesforce Knowledge to our will
What do you like best about the product?
Editing in Salesforce Knowledge is pretty intuitive for users, and the reporting functionality is surprisingly powerful.
What do you dislike about the product?
It's difficult to move article data around -- backing it up, moving it from sandbox to prod environment -- without losing basic data like images and attachments. Limits on number of categories and overall number of articles are also frustrating for a large multi-tenant support environment.
What problems is the product solving and how is that benefiting you?
We wanted to integrate customer support knowledge closer to our CS desktop, including closing the loop on metrics and continuous improvement.
Recommendations to others considering the product:
Be careful you know how much software you're going to have to create to do what you need to do with this "no software" platform.
Salesforce
What do you like best about the product?
Neutral on this- because in past we were prepping to use this program. However- I've used other cloud based programs and it's great for where we are moving in the business. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
What do you dislike about the product?
Nothing at this time strikes me as a negative. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
What problems is the product solving and how is that benefiting you?
Benefits again, with cloud based are wonderful- because you can access the information from anywhere. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
Recommendations to others considering the product:
I'd investigate if it reaches your needs- but I'd definitely say if you have multiple people working in your business all over in different locations that it would be something beneficial to look into a cloud based system.
Salesforce Service Cloud
What do you like best about the product?
Related cases, projects, etc open in sub-tabs.
What do you dislike about the product?
Often is slow to respond, resulting in timeouts.
What problems is the product solving and how is that benefiting you?
Resolving customer issues and completing implementation projects.
Recommendations to others considering the product:
Read the documentation, take a training course.
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