Agentforce Service
Salesforce, Inc.External reviews
6,967 reviews
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Solutions-Oriented Salesforce Customer Portal
What do you like best about the product?
Giving our clients access to their sales rep and other support staff without requiring them to make a phone call.
What do you dislike about the product?
Internally, making sure that our sales reps are trained on the platform, and remain "on brand" when interacting with clients.
What problems is the product solving and how is that benefiting you?
Giving our clients the feeling that we're really part of their team. In terms of benefits, our sales reps use it as a sales point when attempting to upsell or renew a client.
Recommendations to others considering the product:
Be prepared to spend some time training your team on how to use it. If you have clients who aren't technically savvy, they may still not understand how to use it, even if you spend time training them.
Salesforce = Social & Professional Network
What do you like best about the product?
The feature I like best is that it's realtime and multiple users create content organically.
What do you dislike about the product?
I receive notifications on almost every topic. So many notifications, I have overlooked important mentions.
What problems is the product solving and how is that benefiting you?
Right now we are using the tool to help attendance for an annual meeting. The tool works well with visibility.
Recommendations to others considering the product:
I would recommend to any potential user to stress that the tool is only as good as the users who enter the data.
Beautiful Interface, Easy Set-up
What do you like best about the product?
Every year, Salesforce blows me away a little more with its ability to create a clean, intuitive interface. Service cloud takes commonly requested features from those working in service roles, such as customer care, and pulls it all together into one clean console-- it's a one-stop-shop!
What do you dislike about the product?
While the tool is easy to implement, a lot of the marketed images/demos show tools that are an extended version of the console, using Visualforce components. It's hard to balance expectations with my stakeholders when they are expecting something specific, and I don't have an available developer to build.
What problems is the product solving and how is that benefiting you?
Customer care console for better reporting and a streamlined ticketing system.
Good product
What do you like best about the product?
Interface and ease of use of this product
What do you dislike about the product?
Too much information and not intuitive at times
What problems is the product solving and how is that benefiting you?
Eliminating manual update of the prospective leads
New User to Salesforce Customer Portal
What do you like best about the product?
I like that this product integrates with other products we use
What do you dislike about the product?
So far, I don't have complaints. This is still quite new to me.
What problems is the product solving and how is that benefiting you?
We use this software to assist our customers with their accounts
Essential Sales Tool
What do you like best about the product?
I like how flexible the platform is. You can add or subtract as many tools as possible to best sculpt the platform to fit your needs. I also like the integration ability. It allows you to link seamlessly with some apps.
What do you dislike about the product?
It can become very expensive as you customize it. It is also not a naturally intuitive platform. There are tons of features and capabilities that can make it difficult to navigate or optimize.
What problems is the product solving and how is that benefiting you?
We are solving sales and product tracking. Reporting, finance issues and collections.
Recommendations to others considering the product:
Please keep in mind the cost. As your business grows your platform will likely need to grow with it and the additional functions can quickly mount in price.
Excellent tool
What do you like best about the product?
I like the way this integrated with all the other products I use for customer tracking and tickets
What do you dislike about the product?
I don't like how hard it is to navigate in the system. Search or better UI/menu options could go a long way
What problems is the product solving and how is that benefiting you?
We have connected our sales team, customer service team and support with all our related products
Salesforce Is Powerful
What do you like best about the product?
Salesforce seems like it can basically do it all. It is easy to administer and navigate through once you've practiced and learned. However, when implementing it large scale that can be a bad thing.
What do you dislike about the product?
Salesforce is a spider web that is easy to get tangled up in. Not only are there alot of different objects and functionalities, but there are many different solutions to any business need. Over time your organization may find itself in quite a tangle.
What problems is the product solving and how is that benefiting you?
CRM, Marketing Cloud, Web Chat, Sales Processes, Employee Management
Recommendations to others considering the product:
Take your time to implement and build out a good long-term solution for your business.
Product young but with a very good evolution
What do you like best about the product?
Case management with rules and filter.
We like how we can manage KB
We like how we can manage KB
What do you dislike about the product?
SEO : There's lack for SEO management like keywords, meta description, international url .....
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
What problems is the product solving and how is that benefiting you?
Custormer relationshsip and help desk.
We have a more reactivity to exchange with people need help
We have a more reactivity to exchange with people need help
Recommendations to others considering the product:
More SEO configuration
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
Desk.com for a small support team
What do you like best about the product?
My primary driver for selecting Desk.com over other service desk platforms was really low barrier to entry. I needed a rapid rollout for a small staff of junior customer support agents. It was important to setup a number of custom fields and workflows with a low barrier to entry for administration and high degree of ease of use for agents. It was also important that features remain open to development and refinement as the team grew and matured. The integration with a SalesForce backend is a key feature, as well, for ongoing relationship management outside of individual support cases.
What do you dislike about the product?
The knowledge base component is strong and highly usable, but poses some challenges to potentially less technical content creators.
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
What problems is the product solving and how is that benefiting you?
Customer and technical support were being handled out of a shared email box, resulting in delays and even drop of cases. The team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows. Ongoing customer relationship management was also a consideration in addition to immediate support and triage.
Recommendations to others considering the product:
Desk.com is a great service desk platform for a young and developing organization. It can be rolled out rapidly, but also deeply refined and customized over time
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