Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Responsive Team with Great Insight on User Experience
What do you like best about the product?
Airkit is very helpful in increasing our productivity and decreasing service costs by deflecting calls from clients. Our clients are able to access the information they need immediately and on their own time with a great user experience. The Airkit team is very responsive when we want to make changes or add use cases to our app build-outs. They offer helpful opinions when are working to improve our digital customer experiences, and the deployment has been rapid at every stage of the process.
What do you dislike about the product?
The Builder Studio could be more intuitive to navigate. It changes frequently as new functionality becomes available.
What problems is the product solving and how is that benefiting you?
We have been able to decrease phone time for our employees by redirecting customers' calls to the Airkit platform. It has streamlined our ability to convey information on all of our listings to outside parties.
Salesforce
What do you like best about the product?
Salesforce has made reaching out to clients and to potential clients extremely easy with features such as click to dial and click to text/email.
What do you dislike about the product?
There are still some improvements that need to be made such as being able to see all of the clients data on one page without having to click elsewhere.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed us to work quicker and more efficiently. It has been extremely helpful to be able to click multiple tasks at once to revise them or close them out.
Salesforce Service Cloud
What do you like best about the product?
Salesforce to me is one of the easiest platforms to utilize due to its user friendly, interactive capabilities. It's easy to navigate and pick up new tips/tricks to ensure productivity.
What do you dislike about the product?
Honestly don't have a bad thing to say - the platform has so much to offer
What problems is the product solving and how is that benefiting you?
Our company utilizes salesforce and has most major departments navigating this software - we track call center calls for viability throughout our company via cases.
Recommendations to others considering the product:
Salesforce as a company in general is on the right upward trend of innovation and design ideas. I would recommend this platform to anyone with a robust need for customer service transparency.
The Absolute Worst Help Desk Possible
What do you like best about the product?
Absolutely nothing. I do not think there are any redeeming qualities about Service Cloud. The only marginal plus is the native integration with the other Salesforce platforms.
What do you dislike about the product?
Service cloud is clunky, slow, ugly user interface and just filled with bugs.
We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.
Biggest cons:
-unable to easily share case links
-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)
-slow searching for cases
-poor search functionality (other than case numbers)
-triggers only work about half the time
-reporting is slow and clunky
-feature gaps exist between classic and lightning (new interface)
And most importantly, customers are constantly begging us to switch back to Zendesk.
STAY FAR AWAY!
We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.
Biggest cons:
-unable to easily share case links
-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)
-slow searching for cases
-poor search functionality (other than case numbers)
-triggers only work about half the time
-reporting is slow and clunky
-feature gaps exist between classic and lightning (new interface)
And most importantly, customers are constantly begging us to switch back to Zendesk.
STAY FAR AWAY!
What problems is the product solving and how is that benefiting you?
We moved to Salesforce Service Cloud since our sales team uses Salesforce. We haven't achieved any benefits except for being able to look up sales data.
Recommendations to others considering the product:
Avoid it. Stick with other help desk software.
Experience Using Salesforce
What do you like best about the product?
What I like best about this system is the user ability of it. While training new employees they tend to catch on quickly which makes training smoother.
What do you dislike about the product?
What I don’t like about it is the fact that certain users are allowed to do certain things. This comes into play when not every time am I in a situation where I can speak with a manager. I need changes made on the spot.
What problems is the product solving and how is that benefiting you?
This programs helps our trainees jump right into the field. When using this system we can measure our employees sales data and provide adequate feedback for those employees.
Makes life easier!
What do you like best about the product?
Quick links for internal programs. Also, I like that tabs stay open, even if you accidentally close the page.
What do you dislike about the product?
The chatter page is a little busy. I would like a better UI.
What problems is the product solving and how is that benefiting you?
Seeing all customer benefits and information in one place helps solve problems quickly.
Have used Service Cloud at multiple jobs for multi product/multi channel support
What do you like best about the product?
Very configurable so you can set it up to work for just about every need you can think of. If there is a process you want to incorporate, you can likely find a way to do it with Service Cloud.
What do you dislike about the product?
There is no out of the box way to make trend reports which means you still have to either purchase a third party plug in or track metrics outside of SF for trends. This is basic functionality that any ticketing system should have. Classic seemed easier to navigate and use than the new lightning.
What problems is the product solving and how is that benefiting you?
We use it to track cases across multiple teams and products.
Powerful customer service provider tool
What do you like best about the product?
It is one of the most powerful platform for providing excellent services to our clients. I am happy with its efficient features and functionalities. We are taking much benefit from its mobility access, we allow our team members to execute various solutions from across the entire world, and we are better dealing with our active cases through its help. It has provided us with the Communities tool which has allowed us not only to help our customers but also customers could offer helping hand to others with self-service capabilities.
What do you dislike about the product?
I am new to this software and trying to discover its new features. But one thing which our team has felt its complexity in terms of launching, further we have faced some issues about the searching feature, actually its interface is not simple and requires a proper understanding of every icon so that it could be used to its fullest.
What problems is the product solving and how is that benefiting you?
Its search engine has opened new doors both for our team and our clients to find the right solutions against the existing problem and this service is provided by their knowledge module. It has provided us the insight of the critical business layouts and its reporting feature is very fast and based on real time.
Recommendations to others considering the product:
This tool is very suitable for all organizations which want to built a strong relationship with their customers. However it is available in various plans and you can chose according to your business setup.
Great flexible solution to deploy mobile and web data acquisition workflows from your customers
What do you like best about the product?
Having the ability to on the fly create solutions for data acquisition in a matter of days vs months has been the best attribute for selecting the Airkit product. Airkit's product allows for rapid deployment of mobile, web, and telephony data acquisition workflows from your customers or vendors. You have an two options for creation: have Airkit complete create your workflow or create your own in their Studio product. The product also has the ability to integrate with Zendesk or any REST API platforms so that you easy have data flow directly to your business applications.
What do you dislike about the product?
Airkit is always adding new features to their product and I find that we are always tweaking our customer interaction workflows with each new features to add more useful data content to our business applications.
What problems is the product solving and how is that benefiting you?
Our company was looking to reduce the cost of data acquisition. Previously we had a medium sized team of call center agents focused on outbound calling to acquire information. We have reduced staffing and increase accuracy of data via the Airkit product via simply sending a text, email or giving out a web url to our customers and acquire inventory data.
Knowledge is powerful - but still lacking.
What do you like best about the product?
I love that you can update Knowledge and easily add new versions of files and make edits without creating a new new article.
What do you dislike about the product?
There is no search feature. It's really hard to find what you are looking for if you don't create list views to organize things. Even then, there should be a search for that so you don't have to use your browsers search function because it only searches what's visible on the page, not ALL articles. Also don't like that you have to pay for a license, unlike Solutions in Classic.
What problems is the product solving and how is that benefiting you?
We bought a Knowledge license so that we could publish articles to the Community for our clients, so that is nice, that you can email those articles from a case as well to help customers.
Recommendations to others considering the product:
It's a great way to store information and worth the license if you want to share information with customers via Communities.
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