Agentforce Service
Salesforce, Inc.External reviews
6,967 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Salesforce serves as a central hub for all your business processes
What do you like best about the product?
The complete customizability of the platform. With few exceptions, everything can be edited or built on top of to provide you with exactly what you need. All of your business processes can be integrated or enhanced with the system.
What do you dislike about the product?
While flexible, the platform is limited by your administrator's/developer's technical knowledge. Administration alone will likely require at least one full-time admin. However Salesforce provides an array of certifications to help you find something with the necessary skills based on what you do need.
What problems is the product solving and how is that benefiting you?
Aligning our Sales, Marketing, Accounting, Support, and Account Management efforts. With Salesforce we can now collaborate and communicate across departments with minimal inefficiencies. Everything lives in Salesforce.
Recommendations to others considering the product:
Salesforce is the clear market leader for a clear reason. They continuously innovate and drive their platform forward. It's not software that you plug in and use. It's a system that grows and evolves based on your needs and ability.
Infinitely Customizable, but at a Cost
What do you like best about the product?
As with everything Force, the ability to bend Service Cloud to meet our business requirements is there. Out of the box, it is very well suited to most needs. The ability to customize and automate is second-to-none, but the people/skills required to do this successfully should be accounted for.
What do you dislike about the product?
Significant costs of time and effort for integration to outside systems. Requires a full-time administrator and developer.
What problems is the product solving and how is that benefiting you?
Moving into the entirety of the Force ecosystem removes those data/service silos that impeded the flow of customer data. A customer is now on a seamless journey from a marketing lead, to a sale, to support, and account management.
Recommendations to others considering the product:
Get training for all employees. Don't leave administration to a single person.
Great product
What do you like best about the product?
The Salesforce Service Cloud is really easy to use.
What do you dislike about the product?
Salesforce Service Cloud can sometimes load slowly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us learn more about our customers, which increases sales.
Salesforce Service Cloud
What do you like best about the product?
Salesforce allows us to develop processes, automation and essentially run our whole business while rarely having to resort to code. This allows us to keep our technical team lean and lets us focus on adding valuable features.
What do you dislike about the product?
There are a number of basic areas where Salesforce has neglected core functionality improvements in favor of newer, glitzier projects. Examples are how null values are treated, the UI of change sets, the ability to report on multi-select picklists and so on.
What problems is the product solving and how is that benefiting you?
We run our entire business from Salesforce. We are a patient engagement company and we use Salesforce both as our CRM and our back end workflow engine. Keeping all our data in one place, combined with Salesforce's security credentials, is invaluable to us.
Recommendations to others considering the product:
Review the App Exchange for additional products that can supplement the value of Service Cloud. Don't necessarily assume that if you are not managing a call center, it's not for you. It can be extensibly customized.
Help Desks Made Easy
What do you like best about the product?
Desk.com makes it very easy provide support to customers through a variety of channels, bie it email, phone, or social media.
What do you dislike about the product?
Desk.com is so powerful, it can sometimes be hard to get it to do exactly what you want initally, but with a little bit of googleing and help form their awesome support team, you can make it work.
What problems is the product solving and how is that benefiting you?
We are providing better support every day thanks to Desk.com and its analytics.
Recommendations to others considering the product:
Desk.com is a great choice if you like good looking solutions for Help Desk. Used by many companies, including our own, it makes support easy for both clients and the support staff and administrators.
Great management product
What do you like best about the product?
The cases section is amazing for managing issues with accounts
What do you dislike about the product?
I am not sure if it was the program or my admin, but I am not a fan of recent ui changes
What problems is the product solving and how is that benefiting you?
I am internal technical support and having my own queue to work from with the ability to transfer cases is great
Recommendations to others considering the product:
Unknown if it is an admin limitation, but marking duplicates would be nice
Great Organization for Sales and Customer Service
What do you like best about the product?
Ability to run multiple types of reports and see communications at all levels. I like that I can see the last activity of an account and the last communication to a contact.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
What do you dislike about the product?
It takes some getting used to, to understand the capabilities (in order to capitalize on them) and create reports. I think the report building can get confusing since fields are grouped together.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
What problems is the product solving and how is that benefiting you?
We used it to track support cases and allow customers to search solutions to hopefully fix their issue or answer their questions.
Recommendations to others considering the product:
Definitely need someone in house to be the 'expert' in order to manage, maintain and edit the portal as needed.
Salesforce
What do you like best about the product?
I love being able to quickly look things up while I have a customer on the line - I work in phone support so it is crucial that I can look up information in a timely manner to relay that to the customer.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
What do you dislike about the product?
Sometimes the customer's phone number does not automatically populate and bring up their account so I have to hope I hear their name right.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
What problems is the product solving and how is that benefiting you?
I am solving cases that customers are having while being able to reference old cases.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
Recommendations to others considering the product:
The new dashboard system is nice for organizing tabs but at the same time it's confusing to get used to.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
Salesforce Customer Portal Review
What do you like best about the product?
I like everything about it! It is super user-friendly, and I feel like I can update and review my accounts quickly and efficiently. There is a nice "flow."
What do you dislike about the product?
There isn't much to dislike, expect for the software to continue to become more user intuitive. I appreciate the thought and the user research that has obviously gone on for this.
What problems is the product solving and how is that benefiting you?
We are solving the lack of communication between sales teams, because everyone can access the updates and see it in real time. It also allows for accountability on those that need to update data in the system so we can report accurately.
Recommendations to others considering the product:
Check it out, test it, review it and see if it fits your needs - You will love it!
Salesforce can be a backbone
What do you like best about the product?
When working with any type of volume salesforce and be a solid backbone to support any CRM needs.
What do you dislike about the product?
Easy to muddy up without guidance from the right challenges
What problems is the product solving and how is that benefiting you?
discoving pipeline
showing 2,881 - 2,890