Agentforce Service
Salesforce, Inc.External reviews
6,973 reviews
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The Definitive CRM Experience For Users
What do you like best about the product?
For me, coming from using platforms that are a lot more dated and uncomfortable for an end-user experience, It was heaven to use Salesforce because of how easy it is to navigate through it and utilize it in general. Look and feel is great and updated and does feel up to the times.
What do you dislike about the product?
It might sound biased, but I still have not found anything I dislike about Salesforce. The overall experience has been great, and I've used it on more than one company I've worked for.
What problems is the product solving and how is that benefiting you?
Salesforce solves the Call center needs within the company I work for at the moment. Its a great tool to track all interactions between consumers and service agents. Its great to keep teams from different departments connected as well.
Salesforce Service Cloud Tool Review
What do you like best about the product?
The best thing I like about this tool is is is used in customer service to support the customer and help the customer with the best and accurate resolution we can.
What do you dislike about the product?
There is nothing to dislike about this tool; as we all understand to work in customer service, we need the tools to be user-friendly or can say easy to use for all of us.
What problems is the product solving and how is that benefiting you?
The purpose is to get in touch with the customer and help them with their queries through multiple channels. This is the basic and the foremost thing we need to work.
Great for Case Management
What do you like best about the product?
The best part is managing the SLAs.Able to create separate Support processes and define SLA per different support processes.We can utilize Salesforce Knowledge to create knowledge Articles that help case deflection.Also, there are multiple options to create Case like Email to Case, Web to Case, Question to Case, creating case manually through service console .With omnichannel we can define agent capacity
What do you dislike about the product?
Complexity: Some customers find Salesforce Service Cloud to be complicated and challenging to use, particularly for new users who may need in-depth training to comprehend and make efficient use of its features.
Cost: Salesforce Service Cloud can be pricey, especially for startups or groups with tight resources. It may require a substantial investment due to the pricing structure and additional fees for customization or add-ons.
Limitations on customization: Despite the fact that Salesforce Service Cloud offers a variety of customization choices, some users believe that there are restrictions on how well the platform can be customized to meet certain company needs. It could be necessary to consult with developers or Salesforce authorities for complex changes.
Integration difficulties: It can occasionally be difficult to integrate Salesforce Service Cloud with other programmes or systems, especially if they don't already support it or require
Cost: Salesforce Service Cloud can be pricey, especially for startups or groups with tight resources. It may require a substantial investment due to the pricing structure and additional fees for customization or add-ons.
Limitations on customization: Despite the fact that Salesforce Service Cloud offers a variety of customization choices, some users believe that there are restrictions on how well the platform can be customized to meet certain company needs. It could be necessary to consult with developers or Salesforce authorities for complex changes.
Integration difficulties: It can occasionally be difficult to integrate Salesforce Service Cloud with other programmes or systems, especially if they don't already support it or require
What problems is the product solving and how is that benefiting you?
With Salesforce Service Cloud, we do Case management, manage SLAs , and ensure we can utilize our Service Agents' capacity to maximum capacity. Live Agent,omni channel,einstein bot have improved the user experience drastically. Einstein bot also comes with a template which is very easy to configure. With a few clicks, you can create an einstein bot and deploy it in the community. Also, we have macros with which we can automate the repetitive task. Salesforce service cloud also populates the transcript when agents talk with the customers,which helps us in improving the quality of services
Recommendations to others considering the product:
Good product go for it.
Great once your processes have been stabilized.
What do you like best about the product?
Easy to scale. Easy to manage. A robust solution for spread-out teams, multiple interaction channels, and case flow scenarios.
What do you dislike about the product?
It works best for you when your processes have stabilized and workflows optimized. You have to spend a lot of time and resources to get this set-up, and more if you have to make changes. Not many options to customize.
What problems is the product solving and how is that benefiting you?
We moved from an internally created solution, so the first benefit we realized was stability, standardization and scalability. Integrates with your CRM for a 360 view of customers, their journey and limited but good built-in reporting and dashboards.
Recommendations to others considering the product:
If you have scale and are operating with stable, optimized processes you can absolutely go with this. A very stable, robust and secure solution. But for smaller organizations with evolving processes it may not be a great option as you do spend a lot to customize it for your workflows.
Good Ticketing System
What do you like best about the product?
The "e-mail to case" functions make it easy to create cases without spending too much time.
What do you dislike about the product?
The one thing I have seen so far is that you cannot create multiple cases from one e-mail that has multiple attachments.
What problems is the product solving and how is that benefiting you?
It is managing my time by having some things automated.
Salesforce is a great service!
What do you like best about the product?
A very intuitive tool and easy to use, have a lot of integrations with other tools
What do you dislike about the product?
Dashboards lack a lot of features, and the reports can't include more than 3 objects
What problems is the product solving and how is that benefiting you?
connect with my customer and save all their data in a good location
Powerful, but slow
What do you like best about the product?
It allows me to keep track of all the cases im working on. I like that you can filter the cases by state: in progress, closed. I have used other software such as planner and salesforce is more powerful.
What do you dislike about the product?
Sometimes is really slow and the loading speed of the platform is really slow. I have found myself losing some precious time of my work day waiting for it to load correctly.
What problems is the product solving and how is that benefiting you?
I can keep in direct touch with the users. It also offers a great way to keep a log of the things you do. You can automatize some process.
Great information at one place
What do you like best about the product?
The best thing is the availability of everything I need in one place instead of switching tabs.
What do you dislike about the product?
Sometimes I feel overwhelmed with the information displayed and even comfy mode doesn't help much. Sometimes it takes a lot of time to load and slow in showing the requested information.
What problems is the product solving and how is that benefiting you?
The issues like avoiding missing important information with restrictions on certain options without which the case can't be solved. the reports are easily accessible for further planings.
Salesforce Services Review
What do you like best about the product?
I like their online portal and effective customer service responses.
What do you dislike about the product?
None I can think of. I like their service and products very much.
What problems is the product solving and how is that benefiting you?
Its mainly with service tickets opened and helps with automating the service path and ticket handeling.
Super Service Cloud
What do you like best about the product?
Service Cloud is a fantastic tool that allows you to better service your customers and efficiently resolve issues. I love the library of historical resolutions that it naturally creates.
What do you dislike about the product?
Case/chat routing was a struggle for our team to stand up.
What problems is the product solving and how is that benefiting you?
We're solving the issue of customer issues being ignored or forgetten. With Service Cloud, not customer issue is left behind and we're easily able to escalate issues.
Recommendations to others considering the product:
Leap. It's a fantastic tool that'll solve many of your customer service issues.
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