Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud changed our business
What do you like best about the product?
Service cloud has allowed us to create records of all of our customer interactions and proactively predict when a customer needs help from us.
What do you dislike about the product?
We have had some issues with the switch from classic to lighting but that hasn't been a big problem
What problems is the product solving and how is that benefiting you?
we are now able to create reports to discover which of our customers are putting the most strain on our service team and address the issue by providing extra help to them.
Recommendations to others considering the product:
Get a written and defined SLA
Salesforce helps my team perform efficiently and effectively
What do you like best about the product?
I love the ability to customize fields and workflows that fit our processes.
What do you dislike about the product?
When I have a question about best practices, I often find the self-help solutions a bit cumbersome.
What problems is the product solving and how is that benefiting you?
My team can quickly tailor responses and move through cases in an efficient manner due to client data being right at our fingertips.
Super easy for salespeople & customer success team to use
What do you like best about the product?
Our Sales/CS folks are heavy users of Salesforce for CRM activities so I was thankful that we implemented Service Cloud to have everything we need in one view/tool. Submitting cases is pretty straightforward and I love that we get email notifications when anyone replies to the ticket with questions, answers, next steps, etc. As a relationship manager, it really helps me stay on top of current customer issues or tasks on my plate
What do you dislike about the product?
As new replies are added via chatter to a case I receive the email notification and can click to go directly to the case in Salesforce. However, often times the full chat/discussion history does not show up. Instead, I have to click again on the ticket number to pull up all the conversation history.
What problems is the product solving and how is that benefiting you?
Quickly address customer concerns, technical issues, dev/ bug problems, escalation needs and more!
Seems user friendly
What do you like best about the product?
I like that you can delegate permissions to individuals; I personally have lesser than admin access and find it user friendly.
What do you dislike about the product?
I don't like that after you create a customer/account that's a duplicate, you don't find out until everything is completely entered. Trivial, I know.
What problems is the product solving and how is that benefiting you?
Complete transparency across the customer service teams
Awesome Experience
What do you like best about the product?
The sales force platform is so intuitive and user friendly. It allows ease of communication with internal and external customers, which makes everything so much more easily traceable. Highly recommend for every business.
What do you dislike about the product?
Not much to be honest. Wish I had more freedom of customization.
What problems is the product solving and how is that benefiting you?
Not a lot to be honest. I love the customer integration the best and the ease of tracking everything.
Time Sensitive Asset
What do you like best about the product?
Adequate and timely functionality.
Custom preferences and organization method.
Custom preferences and organization method.
What do you dislike about the product?
No downsides but I would like easier access to direct support with mite sub departments.
What problems is the product solving and how is that benefiting you?
No big problems. Beneficial due to sharing inter office information.
Recommendations to others considering the product:
Consider the high turnover. bb.
a framework that allows you to do anything
What do you like best about the product?
IT provides you with a framework to build off of and gives you the resources you need
What do you dislike about the product?
can be difficult to set up, very sensitive to changes
What problems is the product solving and how is that benefiting you?
keeping all records and calls and emails in one large database that we can pull from
User friendly and easy to report
What do you like best about the product?
We use it for launch test request. You can implement all details on Salesforce Service Cloud and everyone can reach it.
What do you dislike about the product?
We use authenticator application for security. sometimes it take little bit time.
What problems is the product solving and how is that benefiting you?
We are using it for launch tests with our OPCO' s. You can reach every details.
Salesforce Service Cloud the best in social management and CRM
What do you like best about the product?
We needed to use a tool that allowed us to do social management, sales campaign management and CRM, Salesforce Service Cloud was the best program we could find because it offers that and much more! Sincerely at the beginning it is a bit complicated to use it since it has many options and tools but that shows how complete it is since it has many options that allow us to perform different procedures.
What do you dislike about the product?
About this program we have nothing negative to say, we can only mention that small companies should evaluate the costs very well since it may be somewhat costly to use this program but we sincerely believe that it is worth paying the expenses and they will notice a big difference "positive" in your company once you start using it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us to have a better management and control of our sales campaigns, it is excellent to have a good monitoring on the sales and on the social information of our clients that through their tastes and preferences we can create better campaigns and thus raise our sales referring to your tastes or needs. In addition our company has a large number of clients and carrying reports or control of these by Excel is an almost impossible job, with Salesforce and its CRM is much easier, in addition to allowing us to have everything in one place.
Recommendations to others considering the product:
Do not think twice and hire Salesforce Service Cloud, it's the best CRM we can recommend.
Lot's of features and modifications but hard to specialize the tools to what you want.
What do you like best about the product?
There are lot's of features and modifications that you can perform to tailor Salesforce to what you want it to do, if you can customize it correctly you will have a very helpful service in Salesforce service cloud.
What do you dislike about the product?
The amount of customizations and modifications is overwhelming and easy to make mistakes. Because of this the software can be very buggy. I don't know if it is inherently buggy or just because our Salesforce analysts do not midy it correctly. either way, if you know what you are doing it can work great. But it is complicated and taught to specialize it to do exactly what you want it to do so it can be buggy and hard to use sometimes. In other words, all the features and customizations can be overwhelming. Also, even on some of the basic things and operations I would find myself refreshing the page a lot because the page would not load correctly or something like that.
What problems is the product solving and how is that benefiting you?
We used it as a help desk and to keep track of metrics. As far as pulling metrics from it, if you know what you are doing, it can be very helpful. But from purely a user's standpoint it is a complicated piece of software, and can be frustrating when it is performing buggy, or there are so many options you just don't know what to do. It does not have . an easy or intuitive design and could benefit from a few improvements in that area.
Recommendations to others considering the product:
If you have a Salesforce admin that knows what they are doing it can be very helpful.
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