Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Salesforce
What do you like best about the product?
the software is very accurate and personalized based on own needed
What do you dislike about the product?
log access to renew is happen really often
What problems is the product solving and how is that benefiting you?
orders, refund, tracking number. access quickly to info jn order to solve issues
Recommendations to others considering the product:
no
Integrated and configurable service platform
What do you like best about the product?
The best things about Service Cloud are the integration to Salesforce CRM and how configurable Service Cloud is, especially the new Lightning Experience. You can customize case views, priority algorithms, auto-responses, and automatic queue assignments.
What do you dislike about the product?
My current dislikes are mostly tied to the recent change to Lightning Experience from Salesforce Classic. Most of the changes are actually good changes, but with all changes come some hiccups. Emailing into a case is not a default behavior for the new Lightning Experience, and when we added it in, it is currently only configured so that you can respond to the most recent thread. Additionally, the inline case editing hasn't been fully polished yet, which can cause some strange behavior when editing multiple fields.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for L1, L2, and L3 support teams to track cases, for our integrations team, and for handling custom client data requests. We previously used Desk.com and Service Cloud is a massive step up from Desk, so it would be hard to list all the benefits. One of the largest benefits is that we use Salesforce CRM on the Sales and CS side, so using Service Cloud brings all that data into the same location so that everyone has the same data about a client's current state.
Recommendations to others considering the product:
If you are already using Salesforce CRM, then you should definitely be using Salesforce Service Cloud. You will need someone familiar with Salesforce to take on the project of customizing the setup to work the way you want, but after that it will be smooth sailing.
Very helpful program
What do you like best about the product?
I enjoy the user friendly database and the add ons.
What do you dislike about the product?
It was sometimes a little overwhelming and had alot of information.
What problems is the product solving and how is that benefiting you?
We had a hard time keeping track of all of our clients. We have enjoyed having an easy to use database.
Recommendations to others considering the product:
It will take awhile to get used to.
Great service for multiple levels of any organization
What do you like best about the product?
I love that Salesforce is a single seamless service that can build in multiple different tools into an organization's domain. Some examples of what any company can do with Salesforce: social media for the organization, develop powerful reporting, and of course manage the entire sales team's opportunities.
What do you dislike about the product?
That the pipeline and opportunities within the sales functions are "snapshot views." There are no historic views. For example, you can't run a report to see what the pipeline looked like 6 months ago. Your reports filter on the current pipeline as it stands now. Apparently Salesforce is addressing this through their "Wave Analytics" tool, but we are just now building out our functionality with that tool.
What problems is the product solving and how is that benefiting you?
I work in Finance and we are able to generate monthly reports based on the work the Sales teams do in Salesforce. It makes collaboration simple because we are not constantly needing e-mail/phone communication with our sales guys. We just pull their data through Salesforce.
Recommendations to others considering the product:
I recommend looking at Salesforce's different services. The nature of their product is such that you can add in many different services into your organization's base Salesforce site, expanding the capabilities. We have Salesforce Wave (a data visualization/reporting tool much like Tableau), Chatter (an in-house social media network for our organization to create groups and talk about work events and personal interests & hobbies), and multiple expanded options for our sales team. All are built into our existing Salesforce iteration and work seamlessly on the Salesforce site.
Good, Streamlined, Easy-to-Use Software
What do you like best about the product?
I like that I can integrate email marketing in Salesforce. We also like that we can see the history we have with each account from a sales perspective, and look back and see all our interactions with a particular account.
What do you dislike about the product?
I don't have any real dislikes of the software, since it works well for my needs.
What problems is the product solving and how is that benefiting you?
Tying together contact records and needing to include all our sales history to each contact.
Recommendations to others considering the product:
Look at AppExchange to ensure you can get the add-ons you want for your needs.
Updating Salesforce tickets
What do you like best about the product?
The flow of the Salesforce tickets makes so much easier to get the information from the customers and get it into our system .
What do you dislike about the product?
When I begin a ticket and find out the configuration item has not been entered which causes you to stop and take care of entering a configuration item.
What problems is the product solving and how is that benefiting you?
The information entered into the Salesforce sytem has made it easier to resolve a service ticket by searching Salesforce and find a solution for the issue.
Recommendations to others considering the product:
Take your time building salesforce
Hard to start but AMAZING once started
What do you like best about the product?
When I first logged into Salesforce, I was totally lost. We were using it primarily as a CRM that just held people's information. We didn't track donations very well. Now we have worked with a developer and there is so much you can do with it. There are so many integrations that make it easy to utilize. Being able to go from Gmail, and mailchimp straight into salesforce is amazing. We are able to better track donations, potential donors and so much more.
What do you dislike about the product?
Like I mentioned before it is hard to start. If you have no experience in Salesforce, it can be quite intimidating. Once you have training, or just a colleague who knows salesforce you can do so much.
What problems is the product solving and how is that benefiting you?
We are able to better track our donations. This helps us to keep track of donation leads, who has given when and what.
Recommendations to others considering the product:
Get trained or find someone who knows how to use the software.
Lots of use cases and integrations
What do you like best about the product?
Salesforce can be highly customized to whatever your needs are, and integrates with a number of other tools. It's great for managing client accounts, relationships, tasks, and more. It can be set up for an almost complete workflow solution.
What do you dislike about the product?
The amount of customization available. While it's great once it's complete, it can take time for functionality to be added. Additionally, some items are configured as is and aren't the most intuitive, so there's a learning curve.
What problems is the product solving and how is that benefiting you?
CRM, including contact information, surveys, account details, status, file management, collaboration, and more.
Recommendations to others considering the product:
It's a great product and you can make it fit your business needs. That said, it will take some time to set up and connect products. It will also take time for the team to learn all the use cases and workflow.
Program manager in nonprofit
What do you like best about the product?
Project plan through sales force. Great for staying on top of deadlines
What do you dislike about the product?
When a profile is not saved and info is lost
What problems is the product solving and how is that benefiting you?
The reports we track and produce allow us to provide compelling information to donors to help out non-profit to continue to thrive.
Recommendations to others considering the product:
None that I can think of
SF Review
What do you like best about the product?
The information in the accounts is easy to access and edit. I am able to pull a variety of reports and analyze different data sets.
What do you dislike about the product?
When searching for accounts and reports, you must use the specific name, spelling, and punctuation or it will not show up.
What problems is the product solving and how is that benefiting you?
Allowing our Sales people to follow up with their opportunities and organizing our customers information.
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