Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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system works great.
What do you like best about the product?
i like it because it works and talks to our other systems, if a customer calls in it recognizes the number and pulls all his info up on the screen so we can assist him a lot faster then asking a bunch of questions.
What do you dislike about the product?
I really have not discovered anything at this time that I do not like.
What problems is the product solving and how is that benefiting you?
we run a remanufacturing plant, if a customer calls in with a problem we are here to assist them with parts to fix the unit or we send out a replacement.
Recommendations to others considering the product:
this system is great, you can customize this to work for many asspects of a business, we have sales and product support and a cores team along with our failure analisys department that all can work from one ticket in the system. our customers are also on the ticket so they can see the steps of the claims and be informed.
Highly Customizable
What do you like best about the product?
I enjoy the power provided by SFSC. Robust tools, very customizable back end, lots of built in useful features like file hosting, case management, and complex object mapping.
What do you dislike about the product?
It can often feel like the robust nature of Salesforce comes at the cost of a sleek interface and agile navigation. Sluggishness is apparent.
What problems is the product solving and how is that benefiting you?
Cross team collaboration with queue views and large team user groups
Recommendations to others considering the product:
Pricey and little support. Very self serve and reliant on Salesforce ‘gurus’ for advanced use
Great experience with Salesforce Service cloud
What do you like best about the product?
Best important part I liked was a new Lightning experience. Although its evolving yet, but its very good in terms of long-term.
Offline mobile feature is awesome for Sales Reps
Offline mobile feature is awesome for Sales Reps
What do you dislike about the product?
1) Some of the features on Idea exchange should be implemented quickly.
2) Lightning experience sometimes hangs the screen, better error handling.
2) Lightning experience sometimes hangs the screen, better error handling.
What problems is the product solving and how is that benefiting you?
1) Case management
2) Service Cloud console
2) Service Cloud console
Great features for handling customer support
What do you like best about the product?
Great features for handling customer support and lot of configuration options to quickly set up the rules. Wide variety of features and easy to connect to other susyems
What do you dislike about the product?
Salesforce platform limitations can sometimes cause issues in delivering solution. But most of the times, we should be able to find work around to solve the problem
What problems is the product solving and how is that benefiting you?
We are allowing case creation through various sources like site.com, email-to-case, fax to case. Initially we were using it for only for certain areas. With the ease of handling cases thru this, we are now expanding this to other areas of business
Senior Salesforce Developer
What do you like best about the product?
I like Apex related coding in salesforce. It is more predicatable than visualforce.
What do you dislike about the product?
I dislike the flows and the process builders as they do not work as expected .
What problems is the product solving and how is that benefiting you?
The end users log cases for the issues they face. We use it as our support system for our internal users.
Salesforce
What do you like best about the product?
Ease of use within each portal. Nice buttons.
What do you dislike about the product?
Sometimes it logs out or refreshes intermittently. I will have to make sure I jot everything down first.
What problems is the product solving and how is that benefiting you?
Customer order or account issues.
Excellent tool for client support
What do you like best about the product?
Service Cloud enables personalized interactions and one-stop shop for client requests, complaints, feedback.
What do you dislike about the product?
Objects like contacts, cases, affiliations can sometimes become confusing.
What problems is the product solving and how is that benefiting you?
CRM, Marketing campaigns
Recommendations to others considering the product:
Simpler design and fewer object types
Amazing UI
What do you like best about the product?
The ease with which support cases are organized and the user is able to search, sort and it’s integration with other cases and support systems, communication systems.
So you just open a case and can track down everything from resolution to contacts, it’s all in one place.
So you just open a case and can track down everything from resolution to contacts, it’s all in one place.
What do you dislike about the product?
Downloading bulk cases with all details sometimes had performance issues
What problems is the product solving and how is that benefiting you?
Tracking and resolving customer issues with our products
Salesforce Service Cloud
What do you like best about the product?
Salesforce service cloud allows you to interact with customers in so many ways. Track support cases, chat, surveys, and reporting on all of the interactions.
What do you dislike about the product?
When utilizing chat, I have experienced around 15% dropped chats through LiveAgent. There are lots of potential reasons, but I have been unable to get that below 10.
What problems is the product solving and how is that benefiting you?
Tracking support cases for customers and shortening the time from customer first contact to resolution. Being able to talk to customers in real time through chat.
Salesforce Service cloud allowing to keep tabs on account contacts
What do you like best about the product?
Integration between emails, cases, contacts, and accounts
What do you dislike about the product?
A little bulky could use some streamlining
What problems is the product solving and how is that benefiting you?
consistency and history reporting on emails/cases
Recommendations to others considering the product:
Consider ease of use vs features
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