Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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A must have for customer centric organizations
What do you like best about the product?
It is absolutely the 360 degree view of the Customer and how many offerings Salesforce has to better interface with your customers. We're able to keep a consistent picture of our customers while offering a consistent experience across the different disciplines of our organization (Sales, Service, Marketing)
What do you dislike about the product?
It can be very complex and hard to find good help. Finding good help that knows what they're doing in your initial setup is probably the most important task you have ahead of you if you aim to use Salesforce Service Cloud. Find a Salesforce Certified Partner for the best luck in finding good help! Utilizing the various Salesforce Resources at your disposal can also help in implementing Salesforce correctly the first time.
What problems is the product solving and how is that benefiting you?
We're able to keep a complete and consistent view of our customers by using Sales, Service, and Marketing Clouds. We focus less on systems talking to each other and more on improving everything else.
The Salesforce Service Cloud is driving sales of your products to great effect.
What do you like best about the product?
Sales programming that enables cloud sales, automates the monitoring of the steps that the user makes when he wants to buy a product, making it easier to understand the type of products that the customer buys, where with this software you can see your purchase history, which serves to guide your finances and budget the expenditure generated during the time of use of the program, to track the flow of money in and out of the organization, operating with a system of financial data backup.
What do you dislike about the product?
The monitoring generated by salesforce service cloud is not always effective in its entirety, some parts of the activity tracking fails to be focused in great proportion, forgetting to take into account certain aspects and guidelines that keep the company firm and can contribute to the development of the linkage of cloud sales with the company that works with its programming, where the level of management control and regulation of sales must be improved to achieve more productivity and economic solvency.
What problems is the product solving and how is that benefiting you?
Originally I use the cloud sales system to benefit from having an immediate sales response, which helps sell in record time, quickly and supported by the realization and creation of a management with professionals in the financial area, which can boost my economy, to the point of giving profitability and progress to my company, by activating its resolution parameters failures in the sales system of the corporation, removing everything that the platform does not need.
Recommendations to others considering the product:
Its mechanisms for solving sales failures can be noticed for multiple reasons, this software has made my organization global, being an extraordinary scale of projection, which can take companies that work with cloud sales to the top of sales innovation systems and programmatic problem solving processes, where its system effectively tracks the activities that are performed with its programming.
Salesforce Service Cloud
What do you like best about the product?
Salesforce to me is one of the easiest platforms to utilize due to its user friendly, interactive capabilities. It's easy to navigate and pick up new tips/tricks to ensure productivity.
What do you dislike about the product?
Honestly don't have a bad thing to say - the platform has so much to offer
What problems is the product solving and how is that benefiting you?
Our company utilizes salesforce and has most major departments navigating this software - we track call center calls for viability throughout our company via cases.
Recommendations to others considering the product:
Salesforce as a company in general is on the right upward trend of innovation and design ideas. I would recommend this platform to anyone with a robust need for customer service transparency.
Have used Service Cloud at multiple jobs for multi product/multi channel support
What do you like best about the product?
Very configurable so you can set it up to work for just about every need you can think of. If there is a process you want to incorporate, you can likely find a way to do it with Service Cloud.
What do you dislike about the product?
There is no out of the box way to make trend reports which means you still have to either purchase a third party plug in or track metrics outside of SF for trends. This is basic functionality that any ticketing system should have. Classic seemed easier to navigate and use than the new lightning.
What problems is the product solving and how is that benefiting you?
We use it to track cases across multiple teams and products.
Powerful customer service provider tool
What do you like best about the product?
It is one of the most powerful platform for providing excellent services to our clients. I am happy with its efficient features and functionalities. We are taking much benefit from its mobility access, we allow our team members to execute various solutions from across the entire world, and we are better dealing with our active cases through its help. It has provided us with the Communities tool which has allowed us not only to help our customers but also customers could offer helping hand to others with self-service capabilities.
What do you dislike about the product?
I am new to this software and trying to discover its new features. But one thing which our team has felt its complexity in terms of launching, further we have faced some issues about the searching feature, actually its interface is not simple and requires a proper understanding of every icon so that it could be used to its fullest.
What problems is the product solving and how is that benefiting you?
Its search engine has opened new doors both for our team and our clients to find the right solutions against the existing problem and this service is provided by their knowledge module. It has provided us the insight of the critical business layouts and its reporting feature is very fast and based on real time.
Recommendations to others considering the product:
This tool is very suitable for all organizations which want to built a strong relationship with their customers. However it is available in various plans and you can chose according to your business setup.
The powerful marketing and customer management solutions.
What do you like best about the product?
It provides you the best customer relationship management .It provide you custom reports which help you in business analytics. It is perfect for sales team. It keeps track of all sales information that is related for you. It is well integrated. It provides you top level of customer supports. It also manages our social media accounts. It provides you email marketing and face book posting as well. It enables you to segment large amount of data of user.
What do you dislike about the product?
It can be hacked easily. If you have large data set will take a lot of time. It is not consistent. There is no notification of knowing is your query has finished or not. Random items can easily be shared. It is costly. You have to learn more about it to use it. It is very expensive for small business and will need investment on training as well. It is time consuming in learning as well. Sometimes the customer support is not so good.
What problems is the product solving and how is that benefiting you?
Salesforce is best for email automation. It provides our company the best marketing. It enables us to pre schedule communication. It provides you internal communications as well. You can communicate with your employees with the help of it. It provides you all history of reporting and track its data. It also provides you analytics. It provides you a great feature of ghostwriting like ability of sending email by someone else.
Embedded Salesforce Functionality for Your Website
What do you like best about the product?
I like the embedded nature of Snap-Ins, which prevents website visitors from needing to launch a separate tab or window to interact with employees.
What do you dislike about the product?
If you use any of the Pre-Chat forms to capture initial information from website visitors prior to chatting, that extra step can detract from the seamless customer experience that organisations try to build on their websites. Lastly, the offline support form that is used to capture enquiries from website visitors during offline hours can be temperamental. That is, cases are created for offline enquiries and routed to a queue; however, our experience has been that the cases often bypass the case-assignment rules and end up assigned to the default case owner, which is usually the administrator. Obviously, that can be a problem, as all offline enquiries would then need to be manually assigned to the queue, which could lead to increased response time.
What problems is the product solving and how is that benefiting you?
Salesforce Snap-Ins have allowed our website visitors to have real-time interactions with our Inside Sales Team, which is just another method of efficient communication between our company and its customers--both existing and new. Additionally, all website interactions get logged in Salesforce, which can help generate consistent and efficient future interactions.
Recommendations to others considering the product:
Salesforce Snap-Ins are embedded functionality for most editions of Sales Cloud, so it is really not worth purchasing a separate chat and support solution unless there is something major missing from the base functionality. For most organisations, Snap-Ins (rebranded as Embedded Service Deployments) will be more than sufficient for day-to-day requirements.
Sales Force really helps time process
What do you like best about the product?
It's convenience to access files quickly
What do you dislike about the product?
Slow to load up files when bigger then usual.
What problems is the product solving and how is that benefiting you?
Customer support/ file access
Recommendations to others considering the product:
This is a great system.
Very User friendly
Simple
Very User friendly
Simple
Effective ticketing system
What do you like best about the product?
Being notified by email on SLA timeline violations prior to set specific hours on tickets that our assigned to us
What do you dislike about the product?
The screen window space can be re-arranged if it can help in better utilization of the ticket description space considering the number of toggles actions in the thumbnail/listing area.
What problems is the product solving and how is that benefiting you?
The ultimate benefit would be managing all the tickets in one tab and not having to open multiple tabs to keep the chaos of, It is quite an effective ticket managing tool. Also, it would be a good option considering to have a bell/tone notification whenever there is a change in the status of a ticket or a comment added by anyone on the ticket.
Seamless transitions
What do you like best about the product?
It makes listening to keywords easier by combining that world with case management.
What do you dislike about the product?
Customer service takes a very long time to assist.
What problems is the product solving and how is that benefiting you?
Case management
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