We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.
Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Love Salesforce's support team, facilities, and services
What is our primary use case?
What is most valuable?
We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support.
A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.
What needs improvement?
I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries.
For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.
For how long have I used the solution?
I have been using Salesforce for eight months.
What do I think about the stability of the solution?
If we find any glitches, which might happen once every few months, we directly email the support team, and they resolve everything very quickly.
We might see a glitch every two or three months then. It might happen, but most of the time, it works very smoothly and fine.
What do I think about the scalability of the solution?
There's the sales team, the operations team, the quality team, the fraud analysis team... Every department and the entire company uses Salesforce.
How are customer service and support?
We are very happy with the support team from Salesforce. That's why we like their services.
Which solution did I use previously and why did I switch?
I used Zendesk. Then, after cost-cutting, we started using Salesforce.
Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved.
Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk.
So, we weren't set to choose Salesforce, and looked at other options.
How was the initial setup?
The initial setup is very easy. It's user-friendly.
What other advice do I have?
I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity.
From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time.
There's no other way to think about the service. I would rate it ten out of ten.
Using Salesforce Service Cloud in fintech and financial services
What do you like best about the product?
I enjoy all of the different functions Salesforce Service Cloud offers to the fintech space.
What do you dislike about the product?
The only downside I've seen is older users having trouble grasping the full capabilities of the software.
What problems is the product solving and how is that benefiting you?
Time managment has been a huge benefit I've noticed
Excellent for organisations looking for omnichannel support to customers
What do you like best about the product?
Omnichannle engagement, easy managment of SLA's, and really looking forward to agentforce, using it for contact centre and service operations will be amazing
What do you dislike about the product?
there is nothing in particular thats i dislike but would like more work to be done on voice analytics ivr etc without depending on partners
What problems is the product solving and how is that benefiting you?
Self-service, automation, AI, mult-channle support, conversational support, case management , risk management , authorisation
Software Engineer in Salesforce
What do you like best about the product?
Salesforce service cloud provides capabilities including social media integration, self-service portals, call center administration, and case management, Salesforce Service Cloud offers a feature-rich platform. It also provides highly customizable, and businesses can tailor it to their specific needs and workflows
What do you dislike about the product?
Salesforce service cloud is expensive to implement since it is very costly it is hard for small startup to use it. Setting up the Salesforce service cloud is very complex.
What problems is the product solving and how is that benefiting you?
It helps me solve many business related problems which is very complex to handle
Sales Admin
What do you like best about the product?
Easy-Flxible-Efficiency-Can connect people with each other
What do you dislike about the product?
Some glitches when use - Sometimes error
What problems is the product solving and how is that benefiting you?
Followup with all company
Good Expectations with Salesforce
What do you like best about the product?
What I like most about Salesforce Service cloud is how easy it is too store and edit prospects information.
What do you dislike about the product?
At this moment I am having opt in and opt out issues, I have yet to speak with support so maybe this can easily be resolved.
What problems is the product solving and how is that benefiting you?
Salesforce is allowing me have my prospects contact and company information in front of me before entering a chat.
It was a great experience by using the app
What do you like best about the product?
Data indicates that salesforce is the most efficient and effective
What do you dislike about the product?
It takes little slow when it goes for long data runs
What problems is the product solving and how is that benefiting you?
It is solving its service experience, enhancing customer engagement. It benefiting personalised and efficient support to our customer services
I am a Senior Business Analyst that has minor experience with Salesforce
What do you like best about the product?
The most helpful feature in Salesforce is its comprehensive CRM capabilities, which enable efficient customer relationship management through detailed data tracking, automation, and robust analytics.
What do you dislike about the product?
One weakness in Salesforce is its complexity, which can lead to a steep learning curve and the need for extensive user training and customization to fully leverage its capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of fragmented customer service processes by providing a unified platform for managing customer interactions, leading to improved response times, enhanced customer satisfaction, and streamlined support operations.
Good tools to be more orginzed
What do you like best about the product?
Certainly! Salesforce Feedback Management allows you to gain insights into what your customers and users think, helping you refine your customer feedback strategy. With this tool, you can create engaging, personalized surveys using an easy-to-use editor. Different question types allow you to gather relevant data, and survey responses are mapped to customer records in your organization. You can then export survey data, create reports, and share insights with your company¹.
What do you dislike about the product?
You need to have time to setup all input data
What problems is the product solving and how is that benefiting you?
Data analysis
businesses can improve their operations, reduce costs, enhance security, and innovate more rapidly
What do you like best about the product?
Cost Efficiency, Scalability, Flexibility, Accessibility, Security
What do you dislike about the product?
Data Management Challenges, Cost Overruns, Security and Privacy Concerns
What problems is the product solving and how is that benefiting you?
Fragmented Customer Interactions, Inefficient Case Management, Limited Agent Productivity
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