Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It Works.
What do you like best about the product?
Service Cloud is reliable and fairly stable. It is a decent way for us to track customer requests, issues and projects, as well as tracking communication both within and outside of our company.
What do you dislike about the product?
I'm not sure if it's our custom implementation, but our Service Cloud is an odd combination of the old "Classic" shell and the new "Lightning" shell. It has (some) of the look of Lightning, but is missing most of the new features. Attempts to fix the issue have gone unanswered. We were told we just needed to "turn on" Lightning, despite all documentation saying it was automatic.
Another issue are small, yet annoying bugs when using SC with different browsers. In Chrome, SC often gives an error ("The action you are trying to perform is invalid for this session"), while in IE the page doesn't load correctly. Again, attempts to correct the issue have gone unresolved.
Another issue are small, yet annoying bugs when using SC with different browsers. In Chrome, SC often gives an error ("The action you are trying to perform is invalid for this session"), while in IE the page doesn't load correctly. Again, attempts to correct the issue have gone unresolved.
What problems is the product solving and how is that benefiting you?
The business problem SC solved was not having a platform to share customer service tasks among the team/s. We have realized a 20% increase in customer retention, partially due to better organization through SC.
Recommendations to others considering the product:
Make sure they tell you exactly what you're getting. Don't go on blind faith that what is shown in the amazing videos and product demos is actually what your implementation will look like.
Also know that some common things you might like to do (detailed call logging, detailed case tracking, etc) are 3rd party add-ons that will significantly increase costs.
Also know that some common things you might like to do (detailed call logging, detailed case tracking, etc) are 3rd party add-ons that will significantly increase costs.
Fantastic tool
What do you like best about the product?
I love the flexibility of the platform. Salesforce really is a platform as a service. Out of the box it is useful, but I can shape the tool to do whatever I need it to do
What do you dislike about the product?
API limits can be frustrating. I want the flexibility to have near real time integrations without worrying about where I am with limits
What problems is the product solving and how is that benefiting you?
We actually use cases in an unconventional way. We use it for project management in addition to the "normal" use cases. It gives us the flexibility to track everything and report on everything on 1 platform
Recommendations to others considering the product:
Even if you have your own admin or developers, use a registered SF implementation partner. At the least to just bounce ideas off of and verify scalable architecture
Great tool for making our day easier!
What do you like best about the product?
We are able to quickly access and add info based on each customer.
What do you dislike about the product?
Occasionally, there are glitches which we have to work around.
What problems is the product solving and how is that benefiting you?
Makes managing client history and interaction much more smooth.
Recommendations to others considering the product:
N/A
Salesforce Service Cloud
What do you like best about the product?
A single point of truth repository for all our customer interactions. Allows us to quickly view 360 degrees of the customer touch points.
What do you dislike about the product?
we had to go with the classic interface, would like to move to Lightning now.
What problems is the product solving and how is that benefiting you?
our data was stored in multiple locations and disparate, leading to manual errors. We immediately benefited from Salesforce with our single customer view, listing all their transactions, emails, etc.
Recommendations to others considering the product:
Pick a good implementation partner
Good
What do you like best about the product?
It's a robust system that's extremely customizable.
What do you dislike about the product?
It can be a very complex tool, however, having someone dedicated to work on ServiceCloud is helpful.
What problems is the product solving and how is that benefiting you?
Ability to decrease manual processes and automated a lot of our business needs.
Great solution for a fantastic user experience
What do you like best about the product?
Service cloud ergonomie for 360 view of customer
Flexiblity capabilities
Flexiblity capabilities
What do you dislike about the product?
The price of the solution and the storage
What problems is the product solving and how is that benefiting you?
360 view of customer
Lot of data in lots of tools
Lot of data in lots of tools
Good tool, great reporting/insights.
What do you like best about the product?
good reporting, KPIs, and analytics. Easy to navigate
What do you dislike about the product?
Too many clicks. Takes too much time to record activities. Also when adding new contacts and companies it is somewhat painful
What problems is the product solving and how is that benefiting you?
good for case resolution and analytics to project future revenue.
Only just begun with the implementation, but excited by the possibilities
What do you like best about the product?
Compared to my curren system, it seems to offer so much flexibility with the ability to be able to create multiple workflows. the ability to create flexible reporting was so important to me and Service Cloud gives me this opportunity
What do you dislike about the product?
It would be really good if the dashboards would have the functionality of being able to refresh automatically every minute or so.
What problems is the product solving and how is that benefiting you?
In our previous platform, the reporting capabilities were extremely limited. Service Cloud gives me the opportunity to really analyse the performance of my agents, and identify areas where we need to re-engineer processes due to too many queries coming from clients around a specific topic.
Using SFDC Console
What do you like best about the product?
The Salesforce Console is an improved UI from the classic version, allowing both our Sales and Support to perform tasks within one window tab while managing their workflows in SFDC.
What do you dislike about the product?
There are certain restrictions that the console has. This rigidity is understandable, however requires workarounds to perform actions
What problems is the product solving and how is that benefiting you?
Improved efficiency from team members using less clicks. This is done by having all pertinent information on screen laid out in front of them.
Fast and reliable
What do you like best about the product?
I can keep my work load organized and easily share my project updates with my team
What do you dislike about the product?
nothing, sales force is awesome. I would recommend to friends
What problems is the product solving and how is that benefiting you?
We have to offices and work on projects together, this helps keep us all up to date and stay organized.
Recommendations to others considering the product:
n/a
showing 6,801 - 6,810