Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Customer Service Central
What do you like best about the product?
I like how it easily allows you to update customer interactions from multiple people. I also like how there’s so much space for information to be inputted that so many different people have access to so that it eliminates confusion when we are servicing our customers.
What do you dislike about the product?
I don’t like how the information is layed out for customer interactions. I feel like you have to search quite a bit to find all of the information that different people put in the cloud, instead halving an easy access layout.
What problems is the product solving and how is that benefiting you?
I am solving no missed communication with the customer. In my field, the customer deals with several different employees at my company. With Salesforce, it’s an easy way to see what each interaction consisted of, so that we wouldn’t need to physically call each of the customers interactions which takes a lot of time that none of us have.
Great tool for internal and external support
What do you like best about the product?
The integration with our sales org/accounts in Salesforce is a great way to track cases and requests from customers. Various case views, once you learn how to utilize them, are very robust and helpful to staying organized - especially if you have a regularly high volume of requests.
What do you dislike about the product?
I don't like how the notification management works. I would prefer that notifications lead you directly to a case instead of just the specific chatter thread. I wish there was a way to mark notifications as unread. Reporting can be difficult unless you are well-versed in Salesforce. This is also a bit of a clunky system. Performance can sometimes be slow and will occasionally time-out.
What problems is the product solving and how is that benefiting you?
We are ensuring that we meet our SLAs both internally and externally. Service Cloud has greatly improved the service levels we are able to deliver.
Recommendations to others considering the product:
Having a skilled Salesforce administrator will make implementation much easier.
Salesforce Service Cloud
What do you like best about the product?
Great tool with plenty of options and highly customizable. Ideal for companies that have large volume of cases to handle on a day to day basis
What do you dislike about the product?
It is a costly and a not so good implementation will take you back a few steps.
What problems is the product solving and how is that benefiting you?
It can be implemented to handle all type of support requests in almost all industries.
Very Useful
What do you like best about the product?
It is byfar the most useful software I've ever used since working in a call center. I am able to track my cases easily which helps me increase my productivity.
What do you dislike about the product?
Some part of the software is not user friendly. However, when used everyday, you'll be able to have better understanding of the software
What problems is the product solving and how is that benefiting you?
My productivity in my past job was improved because it has many useful functions in just one software.
Recommendations to others considering the product:
The software will help not only in your productivity but also customer service quality.
Amazing Customer Service Solution
What do you like best about the product?
It's is a cloud customer service solution through which we can initiate customer related services from anywhere. It optimize the agent efforts, allowing them to handle customers requests .
What do you dislike about the product?
Cost is quite high and also support is cost. It should also be able to interact with AI based systems.
What problems is the product solving and how is that benefiting you?
Salesforce helps to track our customer and understand their needs .
Great platform for a sometimes complicated job.
What do you like best about the product?
Appreciate the ease of finding information & the organization once it is all set up.
What do you dislike about the product?
Can be confusing to explain to new employees, however good once understood.
What problems is the product solving and how is that benefiting you?
Finding new applicants & organizing that information.
Love the customization capabilities. Hate the search feature.
What do you like best about the product?
Note options and customizable settings make it easy to comment and make notes on our customer files
What do you dislike about the product?
I do not find the search feature very user friendly. I would love to be able to integrate more data with Intercom
What problems is the product solving and how is that benefiting you?
We use Salesforce for tracking sales prospects and tracking the status of our current customer accounts. It is helpful to be able to add comments and notes on accounts.
Telephony Solution
What do you like best about the product?
It is a tool with good vision of the client's journey, it is possible to qualify the leads with more facilities. Sales funnel process becomes more practical with this function. Tool with a Web portal, no need for installation.
What do you dislike about the product?
This is a product with a high price and a complicated configuration. Difficulty integrating with developed APIs.
What problems is the product solving and how is that benefiting you?
It improves the lead capture process and the sales process becomes more practical.
Service cloud is easy to use
What do you like best about the product?
I like the ease of use of creating cases to raise issues. Knowledge base and articles help the most. Also integration and tracking is easy.
What do you dislike about the product?
For every three releases in a year we need to plan. It is good to have advancement but takes time.
What problems is the product solving and how is that benefiting you?
Raising support cases and customer support.
Salesforce is customizable but can be buggy on customizations
What do you like best about the product?
I like that Salesforce records are the sole source of truth and information for our company. Different departments and teams have full transparency into our pre and post onboarding processes here at our company. Salesforce has been customizable to ensure that every step in our process is accounted for and streamlined.
What do you dislike about the product?
I dislike that our process for pre-onboarding can be buggy when multiple accounts or contacts have been created. With mistakes and dups the process can take double the amount of time. Many times this is human error but it would be helpful for an easier more user friendly fix. Salesforce can seem like a black box to a daily user.
What problems is the product solving and how is that benefiting you?
We are are tracking recruits and new agents in our company. Solving the problem of multiple locations for information. With Salesforce we have 1 location for recruit and official agent information. It also kick off the automation process for our agent communication. We have customized and integrated a product called Enboarder.
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