Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Some good features similar to Sales Cloud but not as Service centric as other systems
What do you like best about the product?
If you are already using Salesforce, having 1 Source of Truth/place to look to find what tickets a customer has open before trying to sell or upsell them is priceless. Email to Case , Service Console and the community portals are also features that Salesforce Service Cloud does well.
What do you dislike about the product?
It's not intuitive to set up. Just being software savvy does not make you a good Salesforce Admin. Spawning cases (ie creating a case from another case) is not easy and though the portal is great for customers so they can submit/review or close their own tickets it's a pipe dream to think your users are savvy enough or patient enough to want to do so. Knowledge, Milestones and Entitlements (SLAs) and Community portal is something I would potentially even hire someone to implement for me if I went that route (eventhough I'm an admin of 5+ years!)
What problems is the product solving and how is that benefiting you?
Internal and External Case/Ticket management. It connects with JIRA so if that is something your internal users are already use to that is helpful. Replacing desk.com or replacing or integrating with ZenDesk were also business problems clients wanted to solve.
Recommendations to others considering the product:
Don't hurry to replace a system like ZenDesk - look to integrate first. And then look at the costs and the pros and the cons. Service Cloud is not cheap. ZenDesk easily does out of the box what in some cases, Salesforce requires a consultant or at least experienced admin to configure for you.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
It's fine
What do you like best about the product?
It does what it's supposed to do with little to no issue.
What do you dislike about the product?
It seems like it wants to integrate a number of functions across different platforms but just comes up a little short.
What problems is the product solving and how is that benefiting you?
It organizes our accounts
Great tool
What do you like best about the product?
Integration with jira, slack etc
Fearures for timecards, dashboards
Fearures for timecards, dashboards
What do you dislike about the product?
Search is sometimes not intuitive, need to use exact keywords
What problems is the product solving and how is that benefiting you?
Sales, timecards, expenses, utilization tracking for resources
Excellent Product
What do you like best about the product?
The flexibility of the product to integrate other apps makes it even more versatile. Live agent, flexible assignment rules to name a few are my favorites.
What do you dislike about the product?
Lot of customization needed to improve UI
What problems is the product solving and how is that benefiting you?
Customer Service
Great tool without using your inbox
What do you like best about the product?
Love that you can message customers without using your direct email. You can have multiple people use the same account as well.
What do you dislike about the product?
Searching for something... It saves everything and the search tool could be better.
What problems is the product solving and how is that benefiting you?
Having two websites handles with one tool, love it.
Useful, Modern, Practical
What do you like best about the product?
I like the use of the Omni Channel that can be controlled to assign you whichever queue you would like to be assigned. I like the multiple sections you can view your workflow in as well.
What do you dislike about the product?
I dislike that Omni Channel tends to malfunction from time to time. It assigns multiple cases at once or goes offline quite a bit.
What problems is the product solving and how is that benefiting you?
We are able to address multiple queues at a glance and assign agents to work them as necessary much faster and more efficiently than the previous software we used. This allows us to assign priority levels, and time stamps for each case created. It's very helpful in keeping track of your handle times and cases worked as well.
Recommendations to others considering the product:
It's very useful and easy to learn.
Sales Force is the multitool you need in the work place.
What do you like best about the product?
I enjoy the fact that I have never had any issues understanding the UI. It always works as long as I have cleared my browser cache. We also use Fuze to track calls and the integration with phones and chats has been a great one.
What do you dislike about the product?
I would love to have the option to change the color scheme. Other than that the only change I can think of is to add the option to open a case without opening the search feature. Lastly the history tool could use a good UI update.
What problems is the product solving and how is that benefiting you?
We can track every interaction with users and agents on a daily basis. We can then use that information and use the data to understand trends of issues that might be occurring.We use the thinking phones interface to track calls as well and we use the chat system to communicate with our end users.
Recommendations to others considering the product:
if you wish to use a ticketing system that you can make your own Salesforce offers some great customization options.
Most User Friendly CRM System
What do you like best about the product?
This is the most user friendly cry system both front wnd and back end.
What do you dislike about the product?
I wish that it were possible to get admin certified without having to be certified for all clouds. I work exclusively on service.
What problems is the product solving and how is that benefiting you?
SFDC is our completebsystem of record. It is clean and easy to navigate for the business.
Access
What do you like best about the product?
Easily accessible for most of your customer information
What do you dislike about the product?
No current dislikes..program serves my use
What problems is the product solving and how is that benefiting you?
The abillity to see information across multiple departments
Straightforward Agent Tool
What do you like best about the product?
I love the ease of use and the fact it can be customized to fit our business model. We bring people in off the street, and anyone can pick up on the social-media like aspects of SF.
What do you dislike about the product?
some things get lost in the shuffle, and you can't find them. I can't seem to find an easy way to shift work from someone who took the first call to a higher tier without the "escalate a case", but not all work goes to the same place....
What problems is the product solving and how is that benefiting you?
We went from XX CRMS to one! That's a training win if I have ever heard of one.
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