Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Loved the Ease of Use
What do you like best about the product?
I love the ease of running reports and tagging donors in different categories (I used it in a non-profit setting)
What do you dislike about the product?
I was involved in merging an old CRM platform into Salesforce and I wish that had been a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Overall, Salesforce allowed us to engage with our donors on a whole new level. Being able to make notes on contact with donors helped communication within our office.
User-Friendly, Attractive Customer Support Software
What do you like best about the product?
Our company switched to Desk from Zendesk in early 2014 (I started about a year later). One of the best features of Desk is the integral TalkDesk, which means we can keep phone and email support along with reporting and metrics all in one place. Desk is user-friendly, intuitive, and the Next Gen agent features batch notation, which is so useful for distributing pending tickets to other agents when taking four or more days off.
What do you dislike about the product?
Lately, we are having issues with Mailjet integration, causing replies to be blocked automatically by the recipient. We are working on this issue.
What problems is the product solving and how is that benefiting you?
Desk.com helps us understand customer insights, sort billing and technical issues, and answer questions about our own service and company. Our international customer base is growing, so having an additional contact option that isn't a toll-free number is helpful for them.
Salesforce Service Cloud - convenient place for important info
What do you like best about the product?
- ease of finding clients contact info
- easy access to phone numbers, addresses and emails
- call logging
- almost perfect complete client database
- easy access to phone numbers, addresses and emails
- call logging
- almost perfect complete client database
What do you dislike about the product?
- information can be scattered or repeated
- hard to edit wrong info
- companies can be saved multiple times with varying info
- hard to edit wrong info
- companies can be saved multiple times with varying info
What problems is the product solving and how is that benefiting you?
- contact issues
- shipping issues
With this product, I am able to easily access the necessary information to do my job and contact appropriate parties without taking extensive time to find their contact info.
- shipping issues
With this product, I am able to easily access the necessary information to do my job and contact appropriate parties without taking extensive time to find their contact info.
Life Before Salesforce? I Can't Remember It!
What do you like best about the product?
I love how responsive Salesforce Customer Service is, if ever I have a question.
What do you dislike about the product?
My only dislike with the program is the sometimes glitchy Salesforce for Microsoft Outlook Application.
What problems is the product solving and how is that benefiting you?
I am currently working on a "Solutions Database," inputting popular inquiry related responses to improve our organization's customer service response rate and efficiency.
Salesforce
What do you like best about the product?
The multiple features available and the ability to track information.
What do you dislike about the product?
Not enough instructions on how to pull reports.
What problems is the product solving and how is that benefiting you?
Streamlining workflow processes.
User friendly
What do you like best about the product?
It's very user friendly. I love that our "customers" (students) could search.
What do you dislike about the product?
I really didn't dislike much about desk.com
What problems is the product solving and how is that benefiting you?
We are using desk.com to minimize the questions many of our receptionists get via phone call.
Great Customer Support Tool
What do you like best about the product?
The way it tracks agents progress and productivity is top notch
What do you dislike about the product?
The way it organizes emails that come in could be a little better.
What problems is the product solving and how is that benefiting you?
I solve any questions that customers have regarding our product. The benifits include an easy way to communcicate with them especially with the macro function that allows us agents to quickly answer any customer questions with pre-determined copy that we are easily able to tweak as situations change.
Who is your customer? How do we help them?
What do you like best about the product?
The user interface is really well-designed, intuitive, easy to use. Also appreciate that there's a mobile platform and integrated social media tools, and access to third-party apps help customize the experience for different industries and needs.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
What do you dislike about the product?
In an organization where not everybody is a digital native, training can be tedious, and even after a lot of exposure some admins are intimidated by its complexity. It's also quite expensive, but that's not necessarily a concern for my department. We do think it adds enough value to justify the cost.
What problems is the product solving and how is that benefiting you?
We need a robust customer support solution, and Salesforce does a pretty darn good job of capturing and organizing that aspect of our business. No significant complaints.
Recommendations to others considering the product:
Never had any significant problems with this vendor.
A great one stop solution to a variety of support tasks
What do you like best about the product?
As a support manager, I like the reporting features which give me great insight into workflow, my reps efficiency performance and an easy way of reviewing the content of their written work.
What do you dislike about the product?
I find that some features are not easy to understand and it has taken a team of dedicated Salesforce peeps to really get the software doing what we need it to do on a daily basis. This is not necessarily a fault with the product, its just not a one click solution, which I don't think it claims to be.
What problems is the product solving and how is that benefiting you?
Its fantastic for the daily issues i face getting insight into my teams performance and provides out team with awesome feedback on their efficiency and customer satisfaction.
Easy to use
What do you like best about the product?
Very easy to use when keeping track of accounts, individual clients, samples, and reports.
What do you dislike about the product?
Dislike that their app for iPhone/iPad is not very user friendly.
What problems is the product solving and how is that benefiting you?
It helps to maintain communication between departments.
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