Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Clunky and Outdated
What do you like best about the product?
I like that it is highly customizable and integrates with a lot of other applications that we use. It can also be used for Sales, Marketing, and Support all in one platform.
What do you dislike about the product?
Its clunky and every click loads a new page. I found myself opening each page in a new tab, so that I didn't have to wait for it to load.
What problems is the product solving and how is that benefiting you?
We were solving for customer relationship management, marketing automation & mass communication, and managing our support tickets. We've been able to customize the platform to solve for all three of these problems.
Recommendations to others considering the product:
I would look for a more modern, less expensive CRM. There are tons of options now a days.
Salesforce Review
What do you like best about the product?
It's user friendly and intigrates with majority of all softwares and can be easily intergrated into marketing tools like Marketo or Data.com which is why we moved over to salesforce
What do you dislike about the product?
the total cost to keep the licesnse annually, the cost keeps going up
What problems is the product solving and how is that benefiting you?
None at the moment
Recommendations to others considering the product:
test out your envoronment first
Salesforce Service Cloud case management
What do you like best about the product?
Service Cloud, as a web app, is highly customizable using simple scripting. While a lot of specialization was done for our use, it was more general. using the scripting it really opens up the ability to make it match your workflow and preferences allowing you to work the way you want to
What do you dislike about the product?
Trying to cram a social element to a CMS doesn't make sense. Having the "feed" view and interaction is useless and contrived. It is not integrated in a way that makes it useful, I would prefer if it could be turned off or disabled whole-sale.
What problems is the product solving and how is that benefiting you?
We moved from a mainframe home-grown application that no one really understood anymore to a modern CMS with reporting, metric-capable, integrated system allowing better engineer performance and a greater view of challenge spots on the team to focus on and improve.
Recommendations to others considering the product:
Do not try to make it like your "old" system, customize it so that it makes the most sense going forward. Help using external tools like tampermonkey or greasemonkey to allow and encourage powerful scripting abilities
SalesForce
What do you like best about the product?
SalesForce is an easy to use tool to track revenue and growth, keep track of goals and drive efficiency.
What do you dislike about the product?
It's hard to find disadvantages, but if I have to, I would say that it sometimes gets bogged down, but that might be a result of the server or connection speed, not the program itself.
What problems is the product solving and how is that benefiting you?
Remaining compliant by keeping up with annual reviews required by federal regulatory agencies. Benefits realized have been goals reached by various advisors in the firm due to increased efficiency through use of SalesForce.
More than meets the eye
What do you like best about the product?
ServiceCloud works perfectly in our client facing support roles. We are currently exploring all that Salesforce has to offer, and recently started utilizing the "Chatter" feature. This ability has simplified our interoffice communication and action trails.
What do you dislike about the product?
When assigning cases, SF often changes the user name or case reason and detail back to blank. Frustrating.
What problems is the product solving and how is that benefiting you?
Chatter allows us to simplify the paper trail that comes with client interactions. A client calls in, a case is created, then a child case for account work. A refund is needed? Chatter a manager from right in the case. Later down the road, all work is right there, attached to one case, and easy for the next rep to read.
Great for capturing support issues and reporting
What do you like best about the product?
Reporting, data tracking, how much you can customize it.
What do you dislike about the product?
Customizing isn't that easy unfortunately.
What problems is the product solving and how is that benefiting you?
Customer Support, issue tracking, data analysis. Great ability to track large amounts of customer and case data.
Good tool, not the best of its kind
What do you like best about the product?
We use Desk as a central place for a portion of our support - specifically, we have used it to look up replies for another team that works with ours (but is still related to ours) - so we can provide information to users who phone in inquiring about that specific team's correspondence with them. I like that it allows us to interact with our customers as well as the other team that's working on the case (through internatl notes) and get feedback from both customers and coworkers on issues.
What do you dislike about the product?
I just don't like the layout - I think it is convoluted and not totally user friendly. I prefer Zendesk.
What problems is the product solving and how is that benefiting you?
It really helped our customers with solving their problems and one location for people to go to both from our team and the other team.
My experience with Salesforce Service Cloud has evolved
What do you like best about the product?
I like that the possibilities are somewhat endless and that it's all in one tool.
What do you dislike about the product?
I dislike that isn't every intuitive and doesn't have a chat or phone platform built in. I also don't like that you have to rely on Salesforce developers because then tech resources are more often strapped.
What problems is the product solving and how is that benefiting you?
I am constantly thinking about how we can move more quickly and effectively. I like that you can test all sorts of different functionality and that ideally most actions can live in the platform.
Salesforce took our service center to the next level
What do you like best about the product?
Salesforce service cloud can be customized to support your needs.
What do you dislike about the product?
There are many decision points to make in order to get the best results
What problems is the product solving and how is that benefiting you?
We now have data to support our work
An Okay Product, Not Ideal
What do you like best about the product?
Easy to set up & learn to use, relatively easy for most normal day-to-day tasks responding to emails and tracking case history, good CMS solution
What do you dislike about the product?
Buggy, frequent downtime, not intuitive (why can't I send a follow-up email from a phone-type case??), price is high for the quality. Really feels like it's built for B2C business - doesn't have strong higher level account management tools for B2B
What problems is the product solving and how is that benefiting you?
Workflow and response time for customer support. Transparency - everyone has access to full history of communication with that customer. Included CMS/support center tools are decent and we've been able to implement good self-service tools using it.
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