Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Basic HelpDesk with Integration Capabilities
What do you like best about the product?
My favorite thing about Salesforce is the InContact Phone Integration.
What do you dislike about the product?
The amount of redundancy required in case escalation could be greatly improved.
What problems is the product solving and how is that benefiting you?
Business problems solved by Salesforce include the ability to track our known issues from multiple environments in one place using tags and reference numbers
Saves time and boosts productivity
What do you like best about the product?
Serves as a one-stop shop for agents engaging with customers to look up information, make decisions based on analytics, and close deals and attach related notes. Lets organization look at customer satisfaction and expectations versus real-time stats.
What do you dislike about the product?
Needs personnel to be trained in Salesforce CRM for them to completely understand and exploit its benefits. Not that effective as a standalone application.
What problems is the product solving and how is that benefiting you?
Customer engagement, improving customer satisfaction, and boosting agent productivity.
Recommendations to others considering the product:
Easier interface which requires less training and saves time on training as well as maintenance.
Generally great but can be a bit clunky.
What do you like best about the product?
I like the ease of use. I was able to learn how to use Service Cloud pretty quickly.
What do you dislike about the product?
Finding anything outside of the standard queue seems to be a bit difficult. It's never just one easy step.
What problems is the product solving and how is that benefiting you?
Our support queue is made pretty seamless through Service Cloud.
Ease of Development
What do you like best about the product?
It is very easy to set up a new portal and setting up new users to access the portal.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
What do you dislike about the product?
Being able to hide and show various tabs based on the users role was tricky to implement. If you have to create something that deviates from the normal Saleforce offering was difficult.
What problems is the product solving and how is that benefiting you?
We wanted to satisfy several customers accessing single point of entry to be able to provide return products to a customer. By allowing different companies to log into the same portal, Salesforce is able to adjust the look and feel for each customers experience. This being all configurable.
Recommendations to others considering the product:
If you require users to log into a system and have the site customized to specific user roles, this product would be good to try and implement your solution with.
Great Tool for Tracking Information
What do you like best about the product?
I like that SalesForce easily tracks customer information. Through cases and logged emails, it’s easy to track a customer’s interactions with coworkers
What do you dislike about the product?
I don’t like that progress can’t be automatically saved, and some tasks take many clicks to get to the needed results.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions with many different departments they connect with.
Work life is MUCH easier!
What do you like best about the product?
I love that Salesforce is easy to use and easy to train other's to use. I can find everything I need quickly and don't have to wait for pages to load.
What do you dislike about the product?
Nothing really. It works really well for what we need.
What problems is the product solving and how is that benefiting you?
Application runs smoothly and never lags. I can enter a search term and my results load quickly and efficiently. It makes our workday much more production.
Salesforce review
What do you like best about the product?
It is a fully featured helpdesk software and helps in doing everything in automated and efficient manner. Mobile connectivity is another feature which allows it being used from anywhere.
What do you dislike about the product?
The cost of salesforce service is on the higher side as compared to other helpdesk solutions. If we can tutorials having detailed information which can help to train the employees.
What problems is the product solving and how is that benefiting you?
It is actually very simple to use and integrates very easily with other systems. There is no need for additional forms of communication, documents, spreadsheets etc.
Salesforce Cloud Service
What do you like best about the product?
1. This software helpful for wide range of areas like in marketing, sales, operations and advanced client management and its allow you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team.
2. It has provided extensive reporting and analytics.
3. It's easy to set up.
2. It has provided extensive reporting and analytics.
3. It's easy to set up.
What do you dislike about the product?
It should support better email functionality from write in the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within sales force and the functionality could be improved for a better user experience.
What problems is the product solving and how is that benefiting you?
Saurabh
Recommendations to others considering the product:
Yes I will recommend this to our clients.
Helps organize and customizeable
What do you like best about the product?
I like that we are able to add in what we need into the salesforce CRM and customize it the way we can. One organization's saleforce is going to look completely different than another one because of the way that we are able to customize and adapt
What do you dislike about the product?
Salesforce reports get messy, expecially when pulling reports from opportunities/education/etc.
What problems is the product solving and how is that benefiting you?
Able to schedule follow ups and track our students throughout the program. I've been able to keep track of which of my students are meant to graduate and who needs registered, as well as help match prospects with current students.
SalesForce Help desk
What do you like best about the product?
The ability to create, delete or modify user accounts, reassign work during transistons easily.
What do you dislike about the product?
Creating customized views based on different categories is not very intuitive. Also the application is buggy once in a while.
What problems is the product solving and how is that benefiting you?
Salesforce helped resolving customer issues faster and easier.
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