Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It was a highly scalable platform
What do you like best about the product?
The myriad of applications available at App Exchange that makes the system robust and adaptable to complex business use cases
What do you dislike about the product?
The Classic interface looks old - Lightning is better!
What problems is the product solving and how is that benefiting you?
Case Re-routing to the right agent, SLA Tracking with Entitlements and Milestones, Live Chat functionality
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Recommendations to others considering the product:
Look at the documentation first and understand the limitations/restrictions of the portal before implementation. Certified Service Cloud consultants are recommended to oversee the initial phases to identify gaps and suggest potential workarounds if business use cases become complex and platform customization is needed
Great SAAS based system
What do you like best about the product?
Everything in one place for support issues.
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
What do you dislike about the product?
Not much to dislike, can seem like an expensive solution,
What problems is the product solving and how is that benefiting you?
Support issues for our various software.
Recommendations to others considering the product:
Worth spending the time to develop
Great Support management tool
What do you like best about the product?
I like that it integrates with our in-app intercom chat, as well as emails, all into one spot on service cloud. It is also convenient to see all past communication, as well as have information about invoicing on hand. It is super easy to assign (drag and drop) and reassign.
What do you dislike about the product?
It's hard for our team to be on top of old cases that become new again. If a customer responds to an email that was closed out a while ago, only the person on the case gets notified.
What problems is the product solving and how is that benefiting you?
One place for all our support tickets.
User friendly less complicated CRM solution.
What do you like best about the product?
The best feature is that it provides you the 360-degree view of your customer when you are in the service console.
UI is userfriendly.
Easy to customize.
Easy to integrate with other services.
Great apps are available over app exchange.
Great Support.
UI is userfriendly.
Easy to customize.
Easy to integrate with other services.
Great apps are available over app exchange.
Great Support.
What do you dislike about the product?
When they find about any new bug in the system it takes a lot of time for them to fix. Sometimes its months.
Idea exchange is of no use because an idea to get it to deliver it will take 6-7 years.
Idea exchange is of no use because an idea to get it to deliver it will take 6-7 years.
What problems is the product solving and how is that benefiting you?
One stop shop for all the customer related information.
Communicate and log case from one window.
Gives you the history for old cases. Many other features.
Communicate and log case from one window.
Gives you the history for old cases. Many other features.
Work life
What do you like best about the product?
What I love best Salesforce Service Cloud is how easy this system is to use and manage.
What do you dislike about the product?
What i dislike about Salesforce Service Cloud is that I wish that the flow was better instead of having to go back to the case home.
What problems is the product solving and how is that benefiting you?
The problems Salesforce Service Cloud has solved for me is that it helps at work with organization and productivity.
The best choice for Live chat
What do you like best about the product?
Snap-in of Salesforce is helpfull and easy to setup and use for agent. This's good feature of Salesforce. User can custom easily as requirements
What do you dislike about the product?
The pricing is high while there are a lot of free software
What problems is the product solving and how is that benefiting you?
Agent can do support for customer omni-channels. That's easy to setup and use for agents
Reliable
What do you like best about the product?
Doesn't freeze, so it is always reliable. Some other applications cannot be trusted because they can't always be accessed.
What do you dislike about the product?
I dislike the fact that it is hard to search for customers specifically in a large database
What problems is the product solving and how is that benefiting you?
It is a great place to store customer information, briefly detailing the transaction and has their contact information so that you can pick up where you left off.
Recommendations to others considering the product:
Try it out!
Great solution
What do you like best about the product?
It is very easy to use especially for customers that are not very confident when using new technologies. Great UI too!
What do you dislike about the product?
The client facing side looks good but our side of it is a bit overcrowded with tabs for my liking.
What problems is the product solving and how is that benefiting you?
Use it to help customers with their IT issues.
Recommendations to others considering the product:
Reliable, cheap and efficient solution.
Salesforce
What do you like best about the product?
It's used by everyone and accessing it is very easy.
What do you dislike about the product?
Not very intuitive. New people struggle with basic tasks.
What problems is the product solving and how is that benefiting you?
Workforce Management. Streamlined processes, globalization.
Recommendations to others considering the product:
Develop your own training to help your employees through the rough spots
Great and easy working with Salesforce
What do you like best about the product?
Easy to work with once you understand the lay out. Plus they are willing to help and anytime
What do you dislike about the product?
The initial set up. But once ethat is done and have your data migrate its gets easier
What problems is the product solving and how is that benefiting you?
Inter office connections and data sharing, usage
showing 2,211 - 2,220