Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Great Experience
What do you like best about the product?
Ability to monitor customer discussions seamlessly
What do you dislike about the product?
UX could have more cutting edge features
What problems is the product solving and how is that benefiting you?
Community driven resolution of problems
Service cloud has been extremely helpful when tracking our customer service issues and open cases
What do you like best about the product?
I like how we're constantly reminded of open cases. This was a big issue for our customer service because occasionally issues would fall through the cracks and we would end up with a unhappy client.
What do you dislike about the product?
It would be nice to have more training materials on Service Cloud.
What problems is the product solving and how is that benefiting you?
We have less unhappy customers because issues are being handled no matter how many months have passed.
Recommendations to others considering the product:
Give it some time to get familiar with before making a decision.
Used Service Cloud for 4+ years for mulitple clients.
What do you like best about the product?
a. Flexibility of modeling Salesforce for business use case.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
What do you dislike about the product?
There are several and is difficult to jot them in this survey. A few in the hit list are:
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
What problems is the product solving and how is that benefiting you?
Automation limitations with total number of workflows: On our instance we had exceed the maximum number of active workflows and was left on a stand still stage where no further implementations could be made. We therefore were forced to hire a developer to move all possible workflows to APEX and then move newer implementations to Process Builder. At this stage process builder have its own limitations and specific construct to use to automate business.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
Keeping the team honest and the organization humming!
What do you like best about the product?
The analytics and reporting engine for the service cloud is superb. It is intuitive, clear, and provides the data I need with a click. The fact that I can produce dashboards for the team to review and monitor is an added bonus that no other platform does.
What do you dislike about the product?
The most cumbersome thing about Salesforce is that to configure the system, you almost always need to hire a consultant. The fact that they make it a money making machine for other organizations is annoying to say the least. Luckily, we put it in the time to configure it properly, so it wasn't a repeat offence.
What problems is the product solving and how is that benefiting you?
We use Salesforce for all incident review and resolution. We also use this as a knowledge base for our technicians and customers. The knowledge base has decreased our case volume by 20% and allowed our technicians to be trained quickly with lots of reference material.
Recommendations to others considering the product:
Ensure that when you go through the demo's that they are showing you the full integration for email. Configuring this later is extremely pricey.
Not Intuitive and you are on your own to implement it.
What do you like best about the product?
The backend automation of case routing and field population is really useful, but if you aren't willing to pay a team to implement it and you aren't a technical person, you will struggle to get up and running. I was able to figure it out, but I didn't receive any assistance from SF. They only offered to get me in touch with an implementation team each time that I asked a question. When I reduced my question to how do I activate the product and login, they stopped responding. They are quick to stop by to sell more licensing, but they drop you after that.
What do you dislike about the product?
I have watched SF try to evolve a support tool for about 16 years and it has evolved as slow as evolution itself. It isn't made to support a product, it is made to save a sales history. There are too many clicks and not enough built in automations, such as a ticket will close itself due to no response or a 1st contact resolution metric. Every portion\field\automation\metric has to be built from scratch. The macros that they finally put in the product are poorly designed and there is no way to perform a NPS score.
What problems is the product solving and how is that benefiting you?
The only benefit is having all client in formation in one place, but clicking through three screens in one email to view an attachment is too much. This benefit comes at a cost of considerable efficiency.
Recommendations to others considering the product:
Get your wallet ready. SF is expensive and they will want you to pay for someone else to implement it and you won't hear from the salesperson again, because by the time that they check in with you to try to sell you more licenses, the person that contacts you will be your salesperson's replacement of a replacement. In other words, you better have admins on staff, because you are on your own. Good thing that I have Windows Server experience that I was able to translate into a SF Admin skillset.
Salesforce Service Cloud
What do you like best about the product?
Salesforce is by far the leading platform for service operation and business operations in general. Best thing about the platform is the feature set based on industry best practices and the ease of use and configuration. The product provides the ability to easily tailor to your business practice and to track and measure your success and find further ways to improve
What do you dislike about the product?
The platform is huge and so there is the possibility of getting lost in what can be done as opposed to focusing on what will really deliver the most value for the business
What problems is the product solving and how is that benefiting you?
We moved from google docs so first off we now have a much more scalable solution for our reps and more well defined business processes. From there we are able to have line of sight into our operations and key metrics which provides valuable insight to management to make informed decisions.
Recommendations to others considering the product:
Once you start the journey with salesforce you inevitably want to build more of your business on the platform to take advantage of the vast tool kit and ecosystem built on Force.com. Engage not just from the user level but all the way up to the exec level so that Salesforce can be considered as a solution for other company infrastructure and operations challenges
Missing more service from salesforce architects
What do you like best about the product?
ability to give business people the power to create their things
What do you dislike about the product?
for us the integration was way too difficult
What problems is the product solving and how is that benefiting you?
adhoc business analytics
Inbound Marketing Manager
What do you like best about the product?
Completely customizable to your company's workflow and sales structure. It's in the cloud so we can access it anywhere with an internet connection. If you can think of it, you can do it in Salesforce.
What do you dislike about the product?
It's not the easiest software to learn -- because it's so customizable -- and it's not the prettiest. It can be slow and frustrating to work with at times, but it's the most comprehensive sales CRM out there.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us ensure that every lead is being followed up with throughout the entire sales funnel. With our entire company using Salesforce, we can all see the activity history and interactions we've had with every contact.
Recommendations to others considering the product:
Make sure your Salesforce instance is set up correctly from the beginning, otherwise big headaches will occur down the road that may be too difficult to fix -- causing a near permanent inefficiency in our organization.
The Unicorn
What do you like best about the product?
I love the accessibility and ease of use. Salesforce helps streamline our business in to one system. It is a unicorn because it can be anything you want it to be!! Very configurable.
What do you dislike about the product?
Reporting could be a little more intuitive.
What problems is the product solving and how is that benefiting you?
Combining services in to one solution.
Ai enhanced case managment - loving the new features
What do you like best about the product?
Easy for us to collaborate and see account and case information
What do you dislike about the product?
some of the customizations can be a bit complex - Some of our use cases are unique so can be challenging to find solutions
What problems is the product solving and how is that benefiting you?
being able to segment cases by record types and adding features to help agents work more efficiently
Recommendations to others considering the product:
Using Trailhead and attending classes is super helpful if you have little experience
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