Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Seems useful, but rarely used
What do you like best about the product?
I like that it can connect people working in disparate locations
What do you dislike about the product?
doesn't mesh well with other software used, such as skype messager
What problems is the product solving and how is that benefiting you?
I rarely use it, it seems more useful for the sales people
Helpful source for networking
What do you like best about the product?
The website is useful for networking, since I've been able to track down former colleagues that have moved around and might not be on Linkedin.
What do you dislike about the product?
Some of the contact data can be quite generic (such as in the case of it auto-defaulting to a corporate headquarter address) or dated.
What problems is the product solving and how is that benefiting you?
I've used the website to be able to find contact info for potential new clients, as well as re-establishing existing business relationships with former co-workers.
Recommendations to others considering the product:
More often than not, I have found the address of the contact person to be of a generic corporate headquarters vs. the person's specific office location.
Salesforce Service Cloud - convenient place for important info
What do you like best about the product?
- ease of finding clients contact info
- easy access to phone numbers, addresses and emails
- call logging
- almost perfect complete client database
- easy access to phone numbers, addresses and emails
- call logging
- almost perfect complete client database
What do you dislike about the product?
- information can be scattered or repeated
- hard to edit wrong info
- companies can be saved multiple times with varying info
- hard to edit wrong info
- companies can be saved multiple times with varying info
What problems is the product solving and how is that benefiting you?
- contact issues
- shipping issues
With this product, I am able to easily access the necessary information to do my job and contact appropriate parties without taking extensive time to find their contact info.
- shipping issues
With this product, I am able to easily access the necessary information to do my job and contact appropriate parties without taking extensive time to find their contact info.
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.
A platform that needs a lot of work.
What do you like best about the product?
It's really hard to say what I like best about this system. It's brings more trouble than anything and it's almost shameful that they would sell/promote a product. Maybe for some companies this platform works but definitely not for the company that I work for. If I had to choose, the only thing I like about this is the ability to set a lot of filters for macros and queues besides that, I really have nothing great to say about it.
What do you dislike about the product?
Where do I begin. From the start, Desk.com has been nothing but trouble. My company switched to Desk.com from Zendesk in May 2016. We switched because they promised to give us features that Zendesk couldn't but we found out that it actually took away features that were most important. We have constantly asked for certain sorting features and they have not been implemented yet.
The system itself is one of the least accurate platforms we have used. It doesn't sync well with Good data or our company created system. I find myself manually entering almost everything in the desk case when it should automatically sync from our company created platform.
The desk cases often load at a turtle speed and the search feature rarely works. It's beyond frustrating having to reload Desk and lose cases that I have open, all because the system doesn't load correctly. I really could go on and on about all of the horrible things that Desk has to offer but it would end up being a novel.
The system itself is one of the least accurate platforms we have used. It doesn't sync well with Good data or our company created system. I find myself manually entering almost everything in the desk case when it should automatically sync from our company created platform.
The desk cases often load at a turtle speed and the search feature rarely works. It's beyond frustrating having to reload Desk and lose cases that I have open, all because the system doesn't load correctly. I really could go on and on about all of the horrible things that Desk has to offer but it would end up being a novel.
What problems is the product solving and how is that benefiting you?
The business problems that we are solving are providing refund to members and notifying them of that. There have honestly been no benefits from using Desk.com. Often members cases get lost and are randomly found when a member inquires about their refund.
Not the worst email client
What do you like best about the product?
The search feature is easy to navigate and the entire app is pretty user friendly.
What do you dislike about the product?
Not being able to easily find items I've worked on.
Not being able to use basic text formatting like every other email client out there.
Not being able to use basic text formatting like every other email client out there.
What problems is the product solving and how is that benefiting you?
Many employees can easily service multiple customers simultaneously.
Not sure how anyone would not use SF?
What do you like best about the product?
Its my favorite CRM tool. We primarily use service cloud for our business. I administer SF for my team and have my SF admin cert. Its not part of my job description but, I liked the tool so much I learned it in my free time and help out our admins with configuration work.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
What do you dislike about the product?
My dislikes are more small changes I would like to happen with baseline functionally. Easily merge cases would be my biggest complaint. Theres plenty of apps on the app store to help with this.
What problems is the product solving and how is that benefiting you?
We solve incoming support requests. That then gets tied to a contact and that related account. Other teams can check in on customers at renewal time to see what things they have reported and the status of their issues. Aiding with renewals! For the support staff, gets us direct lines of communication that are all documented also keeps us within our SLA's. We setup WFR to trigger once something left untouched for to long. Having tasks automatically generated when a customer responses to an email is great. All departments use chatter to communicate on internal issues and its a easy way of updating a group. Also chatter conversations can be searched on. So we use it for customer notes as well.
Recommendations to others considering the product:
Its a one stop shop for maintaining your accounts, contacts, cases, training, marketing, help desk, even knowledge base information.
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.
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