Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Good stuff
What do you like best about the product?
API, Workflow rules, easy to configure business logic without too much dev involvement
What do you dislike about the product?
Old fashioned UI, expensive data storage
What problems is the product solving and how is that benefiting you?
More transparency of customer lifecycle, one source of truth for customer data, optimizing process efficiency
Recommendations to others considering the product:
Do proper requirement analysis
Speedy workflow!
What do you like best about the product?
Service Cloud has sped up my workflow tremendously! I'm able to close cases faster thanks to the keyboard shortcuts and meet my numbers more quickly!
What do you dislike about the product?
Wish the refresh button and Salesforce url was a bit easier to reach.
What problems is the product solving and how is that benefiting you?
Support Queue, being able to open multiple tabs is helpful for getting through the queue quickly
Recommendations to others considering the product:
Definitely recommend for any medium sized business looking to improve their support workflow.
A great way to optimize customer support!
What do you like best about the product?
It optimizes a lot how our support team can answer to thousands of emails, the tags are a really useful feature.
What do you dislike about the product?
Interface needs to be updated, user experience is way too out of date.
What problems is the product solving and how is that benefiting you?
Customer support - Less time spent answering emails.
Recommendations to others considering the product:
It's worth the price.
Very helpful
What do you like best about the product?
I first started using Salesforce when working in a call center. It was a little difficult to maneuver at first, but with a lot of practice and usage, it was a very good tool to use in keeping up with our different clients and what products they liked and disliked.
What do you dislike about the product?
There really wasn't anything that I disliked about this software. As I stated before, it was a little difficult to get used to as someone who has never used the software before. But it got easier the more I used it.
What problems is the product solving and how is that benefiting you?
It helped us with keeping track of clients' orders and what they liked to order the most.
Recommendations to others considering the product:
Make sure that training is available to users and do continuous training.
Flexible application for varied channels of customer support.
What do you like best about the product?
The native integration with other Salesforce applications makes data management very easy. The flexibility in setup and administration is also appreciated for high levels of customization. Broadly supports most customer support channels. Reporting is easy.
What do you dislike about the product?
It sometimes feels like some features were made in silo of the core product. There is a lot of terminology and areas of the product to get acquainted with, so there is a high learning curve involved. I am also disappointed that phone support is not supported in omni-channel, as well as CSAT functionality is not a feature. The user experience is good, but not quite as smooth as other applications.
What problems is the product solving and how is that benefiting you?
We have seen much better reporting and thus more insight into operations of customer support. The degree of data management is much higher in this product.
Recommendations to others considering the product:
Make sure you understand your core requirements. Previous experience with administering Salesforce is highly recommended for easy setup and management.
Very good option for one system
What do you like best about the product?
The tool work in "the cloud" and manage the costumer information from there.
What do you dislike about the product?
There are fields with validation errors or unnecessaries, and the cases creation and costumers register is tedious.
What problems is the product solving and how is that benefiting you?
The tracking of products for the costumers and its status for each case.
Great CRM
What do you like best about the product?
Great CRM. Great way to keep in touch with potential leads,
What do you dislike about the product?
Wish there was better "plug-ins" for some applications
What problems is the product solving and how is that benefiting you?
Don't lose track of potentail opportunities. Easy to create reports for various metrics.
Service Cloud: A Review
What do you like best about the product?
I love the managing of support process that Salesforce allows and how you can pivot fast to test or implement new support processes. Also, support processes via the Service Cloud are highly flexible and can be as simple or complex as you need them to be.
What do you dislike about the product?
In order to get Service Cloud up and running, you will definitely need to have an implementation partner. All the moving parts can be a bit much to juggle for those first venturing into the Service Cloud. It is a time consuming and complicated process. After you get it up and running, fine tuning and getting things purring is another beast. However, will all that being said, it is worth the investment and is no different for any other robust cloud software.
What problems is the product solving and how is that benefiting you?
The business we are trying to solve/address is churn rates. The great thing about Service Cloud is that if you ask the right questions, you will get the answers you need. We have realized why and how our accounts churn and we have devised AB test to address them. Service Cloud has given us the flexibility to quickly form hypothesis about our business, test them, and address them accordingly.
Recommendations to others considering the product:
Understand and map our your business processes if you haven't done so already. Understanding your support process, as it currently is, will help in implementation. Furthermore, learn how to ask the right questions about your business and be able to test your customers constantly to help improve your service. Service Cloud excels at this and for it to be as good as you need it to be, you need to be constantly testing and reverifying assumptions and ideas you have about how you run and support your business.
Service Cloud review
What do you like best about the product?
Service console and milestones management
What do you dislike about the product?
Reporting is to Easy.. needs more flexibility
What problems is the product solving and how is that benefiting you?
Speed up case resolution
Salesforce Service Cloud Review
What do you like best about the product?
Amount of customization you can do and apps created for SalesForce is really great. Gives you capability to achieve lots of requirements to meet company goals. This software will help to track leads, contacts, and clients.
What do you dislike about the product?
Requires coding knowladge to perform some of customization. Customer support is not responsive.
What problems is the product solving and how is that benefiting you?
One of the best CRMs out there. This is must have for your sales team.
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