Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Good stuff
What do you like best about the product?
API, Workflow rules, easy to configure business logic without too much dev involvement
What do you dislike about the product?
Old fashioned UI, expensive data storage
What problems is the product solving and how is that benefiting you?
More transparency of customer lifecycle, one source of truth for customer data, optimizing process efficiency
Recommendations to others considering the product:
Do proper requirement analysis
Speedy workflow!
What do you like best about the product?
Service Cloud has sped up my workflow tremendously! I'm able to close cases faster thanks to the keyboard shortcuts and meet my numbers more quickly!
What do you dislike about the product?
Wish the refresh button and Salesforce url was a bit easier to reach.
What problems is the product solving and how is that benefiting you?
Support Queue, being able to open multiple tabs is helpful for getting through the queue quickly
Recommendations to others considering the product:
Definitely recommend for any medium sized business looking to improve their support workflow.
A great way to optimize customer support!
What do you like best about the product?
It optimizes a lot how our support team can answer to thousands of emails, the tags are a really useful feature.
What do you dislike about the product?
Interface needs to be updated, user experience is way too out of date.
What problems is the product solving and how is that benefiting you?
Customer support - Less time spent answering emails.
Recommendations to others considering the product:
It's worth the price.
Salesforce Review
What do you like best about the product?
Everything in one place. Clients information and emails are all together.
What do you dislike about the product?
Too hard to customize, can't make things on the fly
What problems is the product solving and how is that benefiting you?
Hard to flip between screens
Recommendations to others considering the product:
n/a
Very helpful
What do you like best about the product?
I first started using Salesforce when working in a call center. It was a little difficult to maneuver at first, but with a lot of practice and usage, it was a very good tool to use in keeping up with our different clients and what products they liked and disliked.
What do you dislike about the product?
There really wasn't anything that I disliked about this software. As I stated before, it was a little difficult to get used to as someone who has never used the software before. But it got easier the more I used it.
What problems is the product solving and how is that benefiting you?
It helped us with keeping track of clients' orders and what they liked to order the most.
Recommendations to others considering the product:
Make sure that training is available to users and do continuous training.
Dynamic platform for customer companies
What do you like best about the product?
Flexibility, reliability and agility.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
What do you dislike about the product?
Give a staging environment for data migration to production directly like a change set
What problems is the product solving and how is that benefiting you?
Problem - No contact centre solution, No FAQs, Poor visibility
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Flexible application for varied channels of customer support.
What do you like best about the product?
The native integration with other Salesforce applications makes data management very easy. The flexibility in setup and administration is also appreciated for high levels of customization. Broadly supports most customer support channels. Reporting is easy.
What do you dislike about the product?
It sometimes feels like some features were made in silo of the core product. There is a lot of terminology and areas of the product to get acquainted with, so there is a high learning curve involved. I am also disappointed that phone support is not supported in omni-channel, as well as CSAT functionality is not a feature. The user experience is good, but not quite as smooth as other applications.
What problems is the product solving and how is that benefiting you?
We have seen much better reporting and thus more insight into operations of customer support. The degree of data management is much higher in this product.
Recommendations to others considering the product:
Make sure you understand your core requirements. Previous experience with administering Salesforce is highly recommended for easy setup and management.
Very good option for one system
What do you like best about the product?
The tool work in "the cloud" and manage the costumer information from there.
What do you dislike about the product?
There are fields with validation errors or unnecessaries, and the cases creation and costumers register is tedious.
What problems is the product solving and how is that benefiting you?
The tracking of products for the costumers and its status for each case.
Salesforce review
What do you like best about the product?
It provides great collaboration and history for different cases to keep track of the communications. Also, there are many consoles/add-ons built in for seding email etc
What do you dislike about the product?
The UI is not that intuitive. And needs to be revamped. Also, the panels/tabs are more aligned. The UI seems to be slow and not in line with the latest trends.
What problems is the product solving and how is that benefiting you?
It helps in keeping track of the problem history.
Great CRM
What do you like best about the product?
Great CRM. Great way to keep in touch with potential leads,
What do you dislike about the product?
Wish there was better "plug-ins" for some applications
What problems is the product solving and how is that benefiting you?
Don't lose track of potentail opportunities. Easy to create reports for various metrics.
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