Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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User friendly
What do you like best about the product?
It connects and synchronize to SAP system and most of all it improves customer service, Greater efficiency for multiple teams and Improved Analytical Data and Reporting.
What do you dislike about the product?
It’s too customizable – In an ever-changing world, constants can be a good thing. I’ve seen too many people make monthly changes to their Salesforce structure because they think of something differently. While its great you can do this, it can effect the ability to analyze data overtime.
What problems is the product solving and how is that benefiting you?
Access to their file is even more convenient than before due to the cloud, so no matter who it is that is helping the customer in question, they’ll have the same actionable data instantly available. This will result in less wasted time for clients and employees
Salesforce CRM - Best CRM Platform
What do you like best about the product?
75% test coverage must be achieved
More plug and play
Most things are easily configurable.
More plug and play
Most things are easily configurable.
What do you dislike about the product?
Some configuration settings are hard to configure
Comparatively expensive.
Comparatively expensive.
What problems is the product solving and how is that benefiting you?
University student records management
Banking solutions
Banking solutions
Recommendations to others considering the product:
Platform as a service
merely 5% apex code, almost everything is configurable.
Little expensive though.
merely 5% apex code, almost everything is configurable.
Little expensive though.
Seems to work for a large company
What do you like best about the product?
our employees can log their issue quickly
What do you dislike about the product?
the cloud has had some issues with registering tickets
What problems is the product solving and how is that benefiting you?
provides a central location for field works to submit any IT or service issues
The best support tool for anyone using Salesforce.
What do you like best about the product?
For me, the most important feature is the ability to organize support cases in any way I need to. Additionally, tying in with our client accounts keeps everything in one place.
What do you dislike about the product?
I like the "old" Salesforce look better anyway. It had more options readily available without having to navigate through menus. I feel the same way with Service Cloud. Wish I had more actions on the page at once.
What problems is the product solving and how is that benefiting you?
If an employee is out for the day, or leaves permanently, Service Cloud holds all the information we need to pick up where the employs left off. This couldn't be more valuable.
Recommendations to others considering the product:
Organization is key! Just like Salesforce, it can get really messy, really quickly. Set it up right the first time and ensure your customer information is appearing in the right place and being tracked the way you need it to.
great product and easy to use
What do you like best about the product?
Full window view of all assets, cases and prospects that are in the works
What do you dislike about the product?
too many tabs and customized features available. takes some time to learn how to fully use the product to do what you need it to do in a support role.
What problems is the product solving and how is that benefiting you?
easier ITSM solution
Salesforce is a helpful tool for my company in managing customers and cases and other information.
What do you like best about the product?
I like how salesforce can integrate into a number of other products.
What do you dislike about the product?
I don't like their Incontact integration and find it pretty buggy.
What problems is the product solving and how is that benefiting you?
I used salesforce to manage case and customer information as well as to look up knowledge from past cases.
Recommendations to others considering the product:
Salesforce is helpful, but complex so youtube will be your best friend if you are just getting started.
Review - Salesforce Service Cloud
What do you like best about the product?
Service Cloud has been a mainstay in your customer interaction solution that provides robust case management tools, ease of use for both customer-facing & end user agents & highly organized KB (knowledge base).
What do you dislike about the product?
Occasionally, our team does experience hiccups when switching between desktop & mobile. Overall scalability is above average for general use cases.
What problems is the product solving and how is that benefiting you?
General CRM solutions with emphasis on improving quality of customer-facing relationships.
Flexible and user friendly
What do you like best about the product?
Easy to use, lots of features with UI and ability to customize based on business needs
What do you dislike about the product?
Price point and the initial setup can be cumbersome
What problems is the product solving and how is that benefiting you?
We had implemented SF as a one stop solution to address our call center needs
Recommendations to others considering the product:
Best cloud solution to cater to the needs of any business
Solid Solution for Our IT Help Desk and Support Areas
What do you like best about the product?
Enables our customers to access knowledge and answer many issues on their own, but when they can't it provides a great platform for tracking cases and communicating with clients on the status of their issues.
What do you dislike about the product?
It was a bit of a challenge getting it setup to flow the way we needed it, but with custom tweaks, we have been able to integrate it with our processes and systems to provide a reliable method for our support communications.
What problems is the product solving and how is that benefiting you?
The knowledge base has provided self-help options that have resulted in a remarkable decrease in the number of "trivial" help desk cases and calls that we used to have.
Provide Support From Anywhere and Keep Track of Customers
What do you like best about the product?
Service Cloud supports mobility to our agents even when they are remote. This allows them to receive service requests and provide strong customer support from anywhere. The Service Cloud Console works great with our agents and can manage all active cases. There is a communities tool where customers can use forums and there are other self-service capabilities. Other capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need
What do you dislike about the product?
Strong reporting data needs to be done from an administrative module. Reporting can be more complex than some other similar software. The reporting is done through a spreadsheet presentation in the basic form. You can also create some more useful graphs and charts but that requires updated training. unless you receive training for creating dynamic charts and more robust content.
What problems is the product solving and how is that benefiting you?
Marketing Cloud and Commerce Cloud, solve a significant issue for our business. These two modules have improved our sales features and service functionality very efficiently. The software has helped us establish better relationship with customers and sellers.We also are able to handle much larger amounts of incoming and outgoing emails. We were able to customize and create better solutions for our support teams.
Recommendations to others considering the product:
I have used other CRM systems and they just don't stack up to Sales Force.. The cost per user per month is nominal and one sale unmissed would pay for the program for years and years. This software is very strong in the SaaS and CRM solutions.There are other vendors that provide some of these features but Sales Force seems to be the strongest IMHO. I would suggest a strong review of legacy software and api's as not all of the current systems have the ability to integrate with Sales Force.
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