Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Salesforce for Customer Support
What do you like best about the product?
Everything relating to the customer account (support tickets, contacts, studies, feature requests, sales, etc) are very organized and easy to find at a moment's notice. This is great for customer support because I can easily know who I'm working with, which product they're using and the types of questions they've asked previously.
What do you dislike about the product?
It is very difficult to send an email from the phone app. Given that most of our interactions with our customer come in as emails, the app is a great platform to view a support ticket, but I have no way of responding to them, without going through my external email application. This prevents the email from attaching to the ticket.
What problems is the product solving and how is that benefiting you?
We are a SaaS company, working with clinical trial research. In my position, we are helping customers build studies for clinical trials, solving issues when the software does not work as expected and answering questions about functionality. Salesforce is great because we can track what issues often come up for different customers, which customers call in the most, and what features the customer request.
Recommendations to others considering the product:
Play around with it! The service is very intuitive and easy to pick up. Metrics are much easier to track and to meet since my company started using it.
Service Cloud Review - Griffin
What do you like best about the product?
It basically works but, Salesforce generally is slow and cumbersome.
What do you dislike about the product?
The amount of clicking that needs to happen.
What problems is the product solving and how is that benefiting you?
Getting tickets out, trying to solve issues.
Recommendations to others considering the product:
Make sure you know what you are getting into. There are a lot of added bells and whistles that you'll likely need / want, but you may not be willing to put forth the effort / cash to get it done. I wouldn't call anything a "hidden fee" but certainly there is are opportunities for you to have to shell out more cash to get things where you want them to be.
Salesforce Service Cloud Review
What do you like best about the product?
Service cloud was easy for our various teams to get up and running and adopt with our existing procedures.
What do you dislike about the product?
I dislike the storage limitations but understand them technically.
What problems is the product solving and how is that benefiting you?
Our customer satisfaction is higher quality and our ability to retain and retrieve client information is as well.
Excellent Product for Scalability
What do you like best about the product?
Very Powerful system that is extremely flexible
What do you dislike about the product?
Harder to get it going without thinking everything through
What problems is the product solving and how is that benefiting you?
Solving all business process problems
Very dynamic and powerful tool which helps sharing information within the company
What do you like best about the product?
Very dynamic and powerful tool which helps sharing information within the company whilst dealing with customers. I like the way you can edit it and personalise the look of it adapting it to the company standards. It makes the company data more transparent to the staff and therefore easier to make decisions.
What do you dislike about the product?
I would like to see more plugins (like the ability of doing live translation) adaptable to every company portal.
What problems is the product solving and how is that benefiting you?
We are now able to see data from other departments of the company so we are in a better place to have an idea about the kind of customer that we are dealing with.
Recommendations to others considering the product:
Try it and discover the capabilities of the tool.
Helpful and applicable for any customer's needs
What do you like best about the product?
it can be changed and amended to the way it helps the most; gives easy overview about accounts and customers
What do you dislike about the product?
Dashboards and reports could be more straightforward when building
What problems is the product solving and how is that benefiting you?
give an overview about what is going on in my region
Full Featured
What do you like best about the product?
There has been little we've been unable to achieve through additional custom workflow.
What do you dislike about the product?
The same vast customization it offers makes it a bit unwieldy. There is little concept of ready-made dashboards or reporting. Everything needs to be built on an as-needed basis.
What problems is the product solving and how is that benefiting you?
This is used for our everyday support workflow. Email-to-case workflow is used heavily and team members on our phone support create cases as they go and benefit from a caller ID lookup through our own integration.
Recommendations to others considering the product:
The new lighting layouts look great, but the omni-channel functionality doesn't quite do what we need to be compatible with our workflow.
SalesForce
What do you like best about the product?
This is a helpful tool for keeping track of client data and progress towards goals. I used this software in my role as an energy advisor and it helped me stay organized, follow up with clients efficiently, and measure my job performance.
What do you dislike about the product?
No complaints for the features I used on a day to day basis. It was easy to use for our needs.
What problems is the product solving and how is that benefiting you?
Benefits: staying organized and responsive to clients as well as keeping track of progress with each client and overall program performance goals.
Transformation Leader
What do you like best about the product?
SFDC has strong capabilities for a full CRM between Sales and Support
What do you dislike about the product?
SFDC lacks the ability to perform true swarming capabilities.
What problems is the product solving and how is that benefiting you?
360 client view for all client facing employees. Integrated ticketing system with KB, portal, chat, routing, alerting.
Recommendations to others considering the product:
Good for creating 360 CRM. Integrates with many products/apps. Offers full support and guidance to ensure your company's success with the tool.
Flexible and full featured
What do you like best about the product?
Easy to manage and update cases, track customers/clients, and manage contact info.
What do you dislike about the product?
Getting around can be a c bit confusing.
What problems is the product solving and how is that benefiting you?
Case management.
Client and customer management.
Client and customer management.
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