Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Good Ticketing System
What do you like best about the product?
The "e-mail to case" functions make it easy to create cases without spending too much time.
What do you dislike about the product?
The one thing I have seen so far is that you cannot create multiple cases from one e-mail that has multiple attachments.
What problems is the product solving and how is that benefiting you?
It is managing my time by having some things automated.
Salesforce Services Review
What do you like best about the product?
I like their online portal and effective customer service responses.
What do you dislike about the product?
None I can think of. I like their service and products very much.
What problems is the product solving and how is that benefiting you?
Its mainly with service tickets opened and helps with automating the service path and ticket handeling.
Salesforce Review
What do you like best about the product?
Everything was very organized in Salesforce! I was able to easily look up clients' names and information before my calls. After I called, I was able to schedule when I would need to follow up with them and set alerts for the day of or a few days before- it helped me to remember what I needed to do so that no one was left behind!
What do you dislike about the product?
Not an issue with Salesforce itself, but I was not formally trained on the program, so it was a little bit of a learning curve to get used to it. I figured it out quickly as the program is pretty easy to use, but it was frustrating when I didn't yet understand the program because I couldn't find much online to help me with what I was looking for.
What problems is the product solving and how is that benefiting you?
A lot of caregivers were getting lost in the crowd before we started using Salesforce, but setting alerts and reminders whilst also having all of the names and information in one place really made sure that no one was neglected. It's been beneficial because we can track who we have reached (who has answered and who's voicemails we got) and could keep to a pretty tight schedule.
Recommendations to others considering the product:
I think that especially in the social sciences field (when dealing with people), this is a great program to use! It keeps your work organized and makes your job more manageable overall, especially when dealing with 50+ clients in a small business.
Salesforce
What do you like best about the product?
-I can manage my emails and tag other team members in the chat to discuss the email I received.
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
What do you dislike about the product?
-To receive better notifications.
-To be able to send to selected people in different campaigns all at once.
-To be able to send to selected people in different campaigns all at once.
What problems is the product solving and how is that benefiting you?
-Managing my cases and responding to my cases that come through in my email.
-Able to link two or more emails on Salesforce.
-Able to link two or more emails on Salesforce.
Review on Salesforce Service Cloud
What do you like best about the product?
I like how we can integrate the cases with related accounts, contact and opportunity. I also like how the cases can be escalated to the right queue. The list view makes it easy to maintain workload for different teams.
What do you dislike about the product?
We find the page performance to be poor, especially during peak season and when new releases are deployed. Managing disqualified cases is hard, and it's hard to integrate Talkdesk with SF.
What problems is the product solving and how is that benefiting you?
Accountability of Support Case, having per month reports has helped the team to recruit staff for peak timings and better prepare every quarter. Service cloud helps to integrate teams better. Integration of the Support Team with IRLS have helped to improve our customer relationships.
Recommendations to others considering the product:
Service Cloud is excellent to have your customer cases in the same place as your Accounts, Contact and Opportunity. The biggest issue is page performance which can at times degrade due to releases. SF does not have a solution for that. This impacts our customer service. We also get a lot of spam emails, and at times it can start a recursive loop. It's advisable to have the team trained for such use cases as it can very quickly block the actual cases from coming in. Integrating calls service in SF Service Cloud is not easy and is even more painful if you have to move from one vendor to the next. Overall, it is a good product but can be better. Reporting definitely could be improved for overall SF products - support team finds it hard to customize the data or display the dashboard to their needs.
Retail Survey Mappings with Salesforce Feedback Management
What do you like best about the product?
Salesforce Feedback Management has a clean and user-friendly interface which makes it easy to adapt working on customer surveys. It provides splendid suggestions, help & tips based on your action items, and it's helpful as I progress. Also, the survey is interactive and has attractive UX designs, which makes customers feel comfortable, and they're interested in completing our product's survey.
What do you dislike about the product?
I didn't have any bad experience in my survey preparation with Salesforce Feedback Management. I always had technical support whenever I needed clarity on its interface and design.
What problems is the product solving and how is that benefiting you?
Salesforce Feedback Management efficiently unifies my customer feedback data with our salesforce data by mapping their survey responses to the salesforce object, which we denote. This is very helpful for me as I can obtain various KPIs such as order number, associate representative's name, date of purchase, etc which is included in my survey questions. It also enhances Lifecycle mapping to different paths for associates, customers, and partners as it greatly identifies critical stages of feedback interactions.
Salesforce management
What do you like best about the product?
To be honest I find this a bit hard to use at times and for everyone to understand it's a nice feature to have but I don't utilize it enough.
What do you dislike about the product?
Definitely an extra steps I have to go through and add more time to reporting
What problems is the product solving and how is that benefiting you?
Keeping everyone together as well as on the same page with projects and same status it's great that we can share the feedback together and everyone find it in one place
Salesforce is a very organized platform, however it does have it's tech issues.
What do you like best about the product?
I like that Salesforce connects all employees of various job descriptions in one place to complete cases, accept phone calls, and speak to customers/merchants/etc.
What do you dislike about the product?
I dislike how much it crashes and freezes during casework.
What problems is the product solving and how is that benefiting you?
I am solving several problems that have to do with customers such as order issues, troubleshooting issues with their apps, etc.
Salesforce services
What do you like best about the product?
Ease of use and configurations available
What do you dislike about the product?
Limited scope of configuration in case the org structure is complex and not standard
What problems is the product solving and how is that benefiting you?
Ease of setting up new customers, and managing the user relationships. It helps track SLAs as well.
Recommendations to others considering the product:
Leverage these for configurable solutions.
The best tool I ever used for simple and fast solutions
What do you like best about the product?
Easy to build reports
Easy to build custom processes and custom apps
Easy to integrate with other tools
Easy to build custom processes and custom apps
Easy to integrate with other tools
What do you dislike about the product?
Based on the license you have there are many limited features and it could be a challenge to do different things such as different custom profiles or process builders
What problems is the product solving and how is that benefiting you?
I mainly use it for building dashboards and reports in order to support the sales team
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