Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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User friendly and good for reporting
What do you like best about the product?
Salesforce is very user friendly and therefore very easy to try support agents on. It is a great multitasker and allows for accurate reporting in a way that is user friendly znc easy to understand even for those who do not come from a tech background. It’s endless customisations and integrations make it a really helpful tool.
What do you dislike about the product?
Although the many features Salesforce offers are very helpful, this can be daunting if you are simply looking for a basic CRM, particularly in a smaller contact centre. There are occasionally glitches or downtime in the software which can be disappointing given the price point.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed our teams to collaborate more efficiently as we are better able to keep our case records up to date and transfer cases between departments.
Contact information and all storage on a single platform
What do you like best about the product?
The handling of all the tools the ease of storage and contact all on a single screen
What do you dislike about the product?
Sometimes it has a fault that changes the connection state without consulting it
What problems is the product solving and how is that benefiting you?
It has improved the failures of transferring chats and emails, access to information is more concrete
Recommendations to others considering the product:
It is the best platform to have everything at hand and give the best service
Efficient and well-equipped Service Software!
What do you like best about the product?
The main advantage of Service Cloud is its ability to work with the Sales Cloud and other Salesforce products seamlessly. In addition to that, they have flawless email-to-case that benefits teams in 2021. Also, if there is no built-in solution, AppExchange offers many integrations and free apps to benefit the service. Also many users can use the functions of Service Clould without having to pay for a Service Licence.
What do you dislike about the product?
One problem that we had as a team was calculating Response Time to the second, there are fields like age which give an hourly rate around business hours, but that does not work for high-efficiency teams needing to know service stats to the decimal.
What problems is the product solving and how is that benefiting you?
We are solving case assignment, case escalation, reporting options. The main benefits from switching were having Accounts and Contacts synced up to all of our cases. It helps our teamwork on SLAs and knowing which customers are contacting support too much.
Salesforce Service Cloud - CRM Solution
What do you like best about the product?
It's a very complex but useful CRM solution for your team. They can share information through a single case or thread and use the built-in system metrics to track their performance using different timelines.
What do you dislike about the product?
It's very complex but also customizable. So if you don't need all its features, you can simplify it to reduce training time and avoid confusion amongst your team. Since it might seem very complicated when you first look at their User Interface, but once you personalize it to your team needs, you will be able to maximize the efficiency that the CRM offers.
What problems is the product solving and how is that benefiting you?
Customer Support for cross-platform clients and also multiple services across the mainland US region. It also helps us to keep track of all the internal and external communications that we have with our clients and our team.
Recommendations to others considering the product:
It's really worth it. Is strongly recommend it, especially due to all of their integrations.
salesforce has been giving me feed back regarding he service if provide for customer for disney plus
What do you like best about the product?
I like Salesforce because my coworkers give me feedback on there. And it helps me see whether I'm doing a good job.
What do you dislike about the product?
There isn't anything i dislike about salesforce. Salesforce has been treating me well as far as no issues with the system. And it's been giving me feedback on the service I provide. I'm thankful that there are apps where I can see how good or bad job I'm doing. There's a motivation when it comes to scores for me.
What problems is the product solving and how is that benefiting you?
I'm solving the problems, I believe, because I'm constantly checking if I get low or high scores, so i know next time i get in contact with a customer, i could give it my best effot. I think salesforce has done a great job
Great Tool
What do you like best about the product?
Very concise and easy to navigate and looks clean
What do you dislike about the product?
Not much I dislike about this, honestly.
What problems is the product solving and how is that benefiting you?
Just inputting an internal knowledge base
All sales and field service customer-related data integrated and complete on same platform
What do you like best about the product?
Native integration with objects in SalesForce CRM
What do you dislike about the product?
Standard functionality does not meet specific equipment requirements, required custom development
What problems is the product solving and how is that benefiting you?
Eliminating siloed databases and sharing/updating customer-related information between different company functions
Customer Service and Support
What do you like best about the product?
It is helpful to solve customer issues.
It is available for 24/7. It provides service very fast than traditional methods.
Meet the customers on their preferred channel such as mobile phones, web, email, chat etc.
Unified platform managing all the cases assigned to agent they can prioritize the task.
Knowledge base helps to resolve the issue faster.
Live agent provides real time online help with chat support service.
It can manage customer from any device from anywhere as it provides mobile application.
Service cloud community help users to help each other.
It is available for 24/7. It provides service very fast than traditional methods.
Meet the customers on their preferred channel such as mobile phones, web, email, chat etc.
Unified platform managing all the cases assigned to agent they can prioritize the task.
Knowledge base helps to resolve the issue faster.
Live agent provides real time online help with chat support service.
It can manage customer from any device from anywhere as it provides mobile application.
Service cloud community help users to help each other.
What do you dislike about the product?
Community licenses is too expensive.
Customization is not easy.
Due to complexity it takes much time in entering the data.
It requires training material to understand the features.
Customization is not easy.
Due to complexity it takes much time in entering the data.
It requires training material to understand the features.
What problems is the product solving and how is that benefiting you?
Helps in solving the customers problems, increase their satisfaction which helps to increase
the sales.
It provides faster service.
the sales.
It provides faster service.
Recommendations to others considering the product:
It is easy to use and very helpful tool to solve customer issues as it provides services 24/7 and real time online chat support.
A Great Partner for Tackling Digital Strategies
What do you like best about the product?
The partnership is truly that, a partnership. We had a specific problem we were trying to solve due to having so much of our workforce in a work at home capacity due to COVID.
While we had 4 different companies lined up as potential partners; AirKit stood out from the rest. They took the time to understand the problem we were trying to solve for and immediately began to solution towards our ask, instead of trying to fit us into 'how they do things'. That, in addition to, the ease of use & agility of their low/no code environment, along with their 'train as you go' mantra, allowed our team members to begin learning how to build and be self-dependent on their platform from day one.
That initial implementation was so successful, we've already expanded our partnership with four additional digital strategies in the course of about 90 days.
We will continue to look for ways to leverage this strategic partnership, and look forward to our future mutual success.
While we had 4 different companies lined up as potential partners; AirKit stood out from the rest. They took the time to understand the problem we were trying to solve for and immediately began to solution towards our ask, instead of trying to fit us into 'how they do things'. That, in addition to, the ease of use & agility of their low/no code environment, along with their 'train as you go' mantra, allowed our team members to begin learning how to build and be self-dependent on their platform from day one.
That initial implementation was so successful, we've already expanded our partnership with four additional digital strategies in the course of about 90 days.
We will continue to look for ways to leverage this strategic partnership, and look forward to our future mutual success.
What do you dislike about the product?
Not a dislike, but perhaps an opportunity is with the transfer from the project and implementation team to Customer Success. This occurs late in the implementation phase, which means the responsible Customer Success person is not as intimate with the initial engagement and reason for the partnership. Incorporating Customer Success earlier upstream, even if only in an informed manner, may result in an overall clearer understanding of the client, their expectations, and the team dynamics as a whole.
What problems is the product solving and how is that benefiting you?
Secure payment capture, consent management, and digital communications via text / email
Words cannot express how terrible this product is, but I'll try.
What do you like best about the product?
Literally nothing. I fail to see even a single redeeming factor of this product.
What do you dislike about the product?
Literally everything. Where on earth do I begin? The user interface is insanely clunky. Who on earth would write a help desk program that would require you to click five things *just to close a case*? Even worse, page loads are TERRIBLY slow, so clicking those five things is a painful exercise in frustration. Basic, core features of a helpdesk solution, such as automatically pushing new cases into the list view (or, heck, even periodically refreshing the list view) are missing. Where every other helpdesk solution has simple rules/workflows that can be set up to route things to the right place, you almost need to be a programmer to make any administrative changes to Salesforce. The fact they have an entire separate website for their Trailblazer training program with reams and reams of documentation about the product shows you how over-the-top complicated it is to learn and run (if they spent even 10% of that effort in actually improving their product, it would probably blow everything else out of the water). We paid big bucks to hire an outside "Salesforce Expert" to custom-code things to make Service Cloud work like our previous helpdesk product (Desk.com, owned by Salesforce before it was shut down) but that didn't solve things. No simple helpdesk product should require Cisco-like certifications to understand how to run! Salesforce will sucker you in and promise you the moon that everything is fantastic, but when you actually go to use the product and realize how much it sucks, they maintain an iron vise-like grip on you. No canceling, no refunds, and if you try to avoid paying your renewal, they'll literally send you to collections. What an utter filthy company to do business with.
What problems is the product solving and how is that benefiting you?
What problems were we trying to solve? Ones created *by Salesforce itself.* They bought up the product we were previously using (Desk.com) and then shut it down. They promised that all of the functionality in Desk.com was migrated into Salesforce Service Cloud Lightning and that Service Cloud Lightning would be an even better platform. How they could lie with a straight face is beyond me, but suffice it to say that Service Cloud Lightning is a heap of trash and one of the clunkiest products I've ever attempted to use.
Recommendations to others considering the product:
Recommendations to others considering Salesforce Service Cloud? DON'T. Literally, don't. I don't know how much more strongly I can possibly express my opinion. IT IS UTTER TRASH. You will regret it.
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