Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Complexly Flexible
What do you like best about the product?
That you can chat and email from the same interface. Our team is too small to split for chatting out of another system.
The Live Agent chat widget only shows when someone is available to chat.
I love the workflows. I feel like I can make anything happen from one movement, and for the most part I can. It does take a bit of time to figure out all the puzzle pieces that fit together to make them work sometimes, but I think it is worth it.
We've just launched, so many things are new and that makes me hopeful for a lot of growth!
I really like the idea of Omni-Channel. I don't fully understand it and there are some things in beta that hopefully will get some documentation soon.
The Live Agent chat widget only shows when someone is available to chat.
I love the workflows. I feel like I can make anything happen from one movement, and for the most part I can. It does take a bit of time to figure out all the puzzle pieces that fit together to make them work sometimes, but I think it is worth it.
We've just launched, so many things are new and that makes me hopeful for a lot of growth!
I really like the idea of Omni-Channel. I don't fully understand it and there are some things in beta that hopefully will get some documentation soon.
What do you dislike about the product?
Getting lost in the settings. There's just so many. When I add a user, I have to update 15 things.
Contacting support is rough. They have a lot of rules and don't always communicate well. The emails are hard to read through. You can't send screencasts/videos, but they want to do screenshares, which take a lot longer.
Omni-Channel routing needs some usability testing.
I dream of inline images on inbound emails! :)
Contacting support is rough. They have a lot of rules and don't always communicate well. The emails are hard to read through. You can't send screencasts/videos, but they want to do screenshares, which take a lot longer.
Omni-Channel routing needs some usability testing.
I dream of inline images on inbound emails! :)
What problems is the product solving and how is that benefiting you?
I think the routing is very helpful. We don't always have to pay attention to what is incoming, you can stay focused on your queue.
Case workflows also help keep needed cases in front of the team, but ones that don't currently need attention are to the side.
Centralized data with the sales team.
Great reporting. I like the dashboards too. Helpful to see what is going on.
Automated checkings and CSATs through workflows! Yes, I love the workflows.
Case workflows also help keep needed cases in front of the team, but ones that don't currently need attention are to the side.
Centralized data with the sales team.
Great reporting. I like the dashboards too. Helpful to see what is going on.
Automated checkings and CSATs through workflows! Yes, I love the workflows.
Recommendations to others considering the product:
I have been familiar with Salesforce for several years and needed that experience of working inside of it, otherwise I would have needed an admin/partner.
Service Cloud: A Review
What do you like best about the product?
I love the managing of support process that Salesforce allows and how you can pivot fast to test or implement new support processes. Also, support processes via the Service Cloud are highly flexible and can be as simple or complex as you need them to be.
What do you dislike about the product?
In order to get Service Cloud up and running, you will definitely need to have an implementation partner. All the moving parts can be a bit much to juggle for those first venturing into the Service Cloud. It is a time consuming and complicated process. After you get it up and running, fine tuning and getting things purring is another beast. However, will all that being said, it is worth the investment and is no different for any other robust cloud software.
What problems is the product solving and how is that benefiting you?
The business we are trying to solve/address is churn rates. The great thing about Service Cloud is that if you ask the right questions, you will get the answers you need. We have realized why and how our accounts churn and we have devised AB test to address them. Service Cloud has given us the flexibility to quickly form hypothesis about our business, test them, and address them accordingly.
Recommendations to others considering the product:
Understand and map our your business processes if you haven't done so already. Understanding your support process, as it currently is, will help in implementation. Furthermore, learn how to ask the right questions about your business and be able to test your customers constantly to help improve your service. Service Cloud excels at this and for it to be as good as you need it to be, you need to be constantly testing and reverifying assumptions and ideas you have about how you run and support your business.
Good but Clunky
What do you like best about the product?
I like that it has all of the information that you need in one place that includes all parts of the tracking process
What do you dislike about the product?
It takes a while for things to load and I feel like it could be better streamlined
What problems is the product solving and how is that benefiting you?
We are updating word orders for a company we sub contract for. It is great to have everything in one place to have anyone who logs in on the same page
Recommendations to others considering the product:
Make the site easier to use and load faster. Also make an app or something that is easy to use for quick reference and updates
Service Cloud review
What do you like best about the product?
Service console and milestones management
What do you dislike about the product?
Reporting is to Easy.. needs more flexibility
What problems is the product solving and how is that benefiting you?
Speed up case resolution
Amazing potential:
What do you like best about the product?
Omni channel provides seamless case assignment based on rep capability and expertise.
What do you dislike about the product?
Launching and configuring service cloud was less than intuitive. Fortunately we have a very knowledagble, dedicated, salesforce admin.
What problems is the product solving and how is that benefiting you?
Our organization has been plagued with inefficient case processing for several years. With service cloud we can increase agent productivity, and efficiently route cases to appropriate team members.
Salesforce Service Cloud Review
What do you like best about the product?
Amount of customization you can do and apps created for SalesForce is really great. Gives you capability to achieve lots of requirements to meet company goals. This software will help to track leads, contacts, and clients.
What do you dislike about the product?
Requires coding knowladge to perform some of customization. Customer support is not responsive.
What problems is the product solving and how is that benefiting you?
One of the best CRMs out there. This is must have for your sales team.
A platform for any business solution when mapped to your business processes
What do you like best about the product?
Service cloud is so easy and flexible to configure to match any business. It's in built business process workflow capabilities streamline your tasks and outcomes with a few simple clicks. It's ability to scale is always at your finger tips. The huge success community is an amazing global resource of knowledgable and helpful people to guide you through any challenge you may find.
What do you dislike about the product?
I have had occasions where frontline support cannot inform me of an error anymore than the SalesForce website.
What problems is the product solving and how is that benefiting you?
We are able to rollout a business globally on a single platform from one location. This also allows us to ensure data governance and consistent work practices across all teams, which also reduces our global training and support needs.
Recommendations to others considering the product:
Ensure your business processes are correct first, then map Service Cloud to those.
Good for what it does, not as robust as the sales side of Salesforce
What do you like best about the product?
Fully integrated with the Sales cloud. This makes collaboration with the sales and marketing teams much easier.
What do you dislike about the product?
Because it feels like this was added on to the Sales Cloud, it feels that the service cloud is not focused on as much by Salesforce, and therefore, you have to put up with having less.
What problems is the product solving and how is that benefiting you?
A great way to track and recall all previous cases as well as refer to similar cases from the past that can assist in resolving current cases.
Recommendations to others considering the product:
It does what you need it to do, especially if Cases are usually resolved in same day situations. The troubles I have had seem to do with a lack of UI when dealing with longer term cases.
Benefits Support Team's in Closing Cases
What do you like best about the product?
I think the layout of Service cloud fosters faster closure of cases due to the most information they would need being accessible with less extra on the page.
What do you dislike about the product?
It's a change the teams have to get used to and when things are not in the same place they are used to it can cause retraining
What problems is the product solving and how is that benefiting you?
Business problems are to tailor the system to be as easy to use as possible because our support teams case load has slowly been increasing. Making sure the tool doesn't cause a bottleneck is incredibly important.
Service Cloud is Synonymous with Service Excellence!
What do you like best about the product?
New age console. Swift and lightning speed.
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
What do you dislike about the product?
Minor workflow improvements under the hood could be an added delight.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
What problems is the product solving and how is that benefiting you?
It has helped us scale our customer experience.
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
Recommendations to others considering the product:
Go with It and it will take you places!:-)
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