Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
A powerful CRM with unlimited possibilities
What do you like best about the product?
It is easy to use, has unlimited customization possibilities. It is up to you and your team to design and implement your business processes so let your imagination lead you
What do you dislike about the product?
There are lots of small, obvious features/settings that are missing for no particular reason. There are ways to request features, but then there are numerous examples of requests with lots of support from users being untouched for years(!). You need to use external, extra paid software to get features that seem to be quite basic.
What problems is the product solving and how is that benefiting you?
Salesforce has become the centerpiece of our sales, customer service and operations activities. The key benefit is having one place to understand our customers and track his/hers history with our company
Service Cloud is one of the best out-of-the-box enterprise IT systems for customer service
What do you like best about the product?
It contains a lot of features out of the box with minimal development needed. Cases can come in from email, web, social media, etc. It integrates into CRM and other Salesforce products like Sales Cloud nicely.
What do you dislike about the product?
Lightning Service Console can be very slow on older computer models. Lightning Utility Bar cannot be utilized much without custom development. Users may need some training to get used to the Salesforce Console layout.
What problems is the product solving and how is that benefiting you?
We have digitalized and centralized our customer service process. Customers can contact our agents via our website or phone or email or several social media accounts and all details automatically flow into one location and get linked to the customer's existing contracts and past support cases, allowing our agents to provide service with full knowledge of the customer's history quickly.
Great platform to scale your operations
What do you like best about the product?
Case management from web, email and phone
What do you dislike about the product?
Complex service contracts and entitlement assignments
What problems is the product solving and how is that benefiting you?
Operations hanfling and reporting
Service Cloud doesn't disappoint
What do you like best about the product?
How the UI works. Users can see and access everything without having to jump from page to page. Everything is all on 1 screen.
What do you dislike about the product?
I really haven't found anything I dislike.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for a knowledge base and help desk
Recommendations to others considering the product:
Do your homework first, understand what it can do and what you need it to do. Use a core team to build and test then release to a core team as well first.
Sales reimagined
What do you like best about the product?
The SaaS platform has integrated end to end sales process from pre-sell to post selling and customer support. It is seamless to get entire sales data from leads to converts to hit rate from one single view
What do you dislike about the product?
There is a bit of learning curve required to get familiar with the platform however it is not much. Once u see the benefits you get attracted to the tool and interface and would want to learn more
What problems is the product solving and how is that benefiting you?
We have integrated our full sales process across multi business and multi sites on the cloud platform. It helps in single version of truth around sales data and needs no manual spreadsheets to review data in MORs
SPARK Learning Lab Salesforce review
What do you like best about the product?
I find the case structure helpful and easy to use.
What do you dislike about the product?
Some functions are not intuitive and feel clunky. I wish Salesforce Knowledge interacted with Asana Enterprise.
What problems is the product solving and how is that benefiting you?
I'm able to see trends over time in areas where we support providers. It allows us to better plan out seasonal professional learning opportunities.
Integration matters
What do you like best about the product?
I was pleasantly surprised bu by the high level of customization and the plethora of plugin options help integrations that serve our company
What do you dislike about the product?
The general user experience and user interface are a bit exhausting. A lot crammed into a little rather than a simple hierarchy approach makes it kind of rough over time.
What problems is the product solving and how is that benefiting you?
Managing customer cases is easier since we've been able to combine/access other tools through plugins and whatnot rather than have to do everything in three (or more depending on your department) different places
SalesForce Review
What do you like best about the product?
The interface is very customizable to meet individual needs.
What do you dislike about the product?
There is a steep learning curve and the Salesforce training is very little help.
What problems is the product solving and how is that benefiting you?
It is a help desk ticketing system for one of our companies products.
Recommendations to others considering the product:
Hire someone to set it up for you
SF Experience
What do you like best about the product?
the ability and ease to create and customize communities
What do you dislike about the product?
customer support does not work on your org, but rather duplicates and troubleshoot that way which takes much longer
What problems is the product solving and how is that benefiting you?
there is a lack of customization using script or hmtl code
Good but complicated
What do you like best about the product?
Ability to create the vast majority of our flow needs without coding knowledge (or minimal).
What do you dislike about the product?
Can be clunky and click heavy for en users.
What problems is the product solving and how is that benefiting you?
Getting good data through reports. Better processes
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