Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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SF
What do you like best about the product?
Web based platform allows me to open multiple tabs to review client information without having to re-enter credentials or start over
What do you dislike about the product?
There could be more room for customization to allow SalesForce views to be modified
What problems is the product solving and how is that benefiting you?
Mass e-mails, campaign management have improved by using SalesForce service cloud
Recommendations to others considering the product:
Getting used to individual sections (cases, activity history) may take some time but allows for better focus depending on your unit's specialty
Collaborative
What do you like best about the product?
It's on the cloud so it's easily accessible from any platform.
What do you dislike about the product?
Sometimes its slower to load on different devices
What problems is the product solving and how is that benefiting you?
Collaboration
Recommendations to others considering the product:
Great product to collaborate and is cloud based which makes it fast to use.
Great Program
What do you like best about the product?
Salesforce is great to track incoming and outgoing calls with case notes to see what the issue is about on an account.
What do you dislike about the product?
It does not give you notifications when a case is in older status.
What problems is the product solving and how is that benefiting you?
Opening case notes then closing them. Easier to track with reports.
Good solution, not for Helpdesk
What do you like best about the product?
-Can be streamlined amongst different teams all using the product
What do you dislike about the product?
-Workflow is wrong for IT Helpdesk workflow
What problems is the product solving and how is that benefiting you?
-Helpdesk solutions, realized this is not the product for our team
All-in-One platform for Project services
What do you like best about the product?
SF cloud service can interact across all the major email providers, social media apps and the best part of it is that this has its own chatter which can be used to interact within the organization, people can be followed for recommendations, quick help etc. I can create case specific to any account/ customer within Salesforce and keep on adding notes or updates to cases. I especially use notes to notify the support team working and letting them know the basic steps of troubleshooting which is performed so that they know where to shift focus. The person who sees the case later will also see my notes on my interaction with the customers or other parties involved. Supports features like notifications, alerts, emails opt-in and other user shouts.
What do you dislike about the product?
It's very difficult to segregate multiple cases or to get rid of spam cases. Data deletion or inactivation is another hectic job. Approval workflow in the back end gets stopped and support team has to be involved to get it up and running.Some of the approval workflows are killed without any reason. Timecards has minimum setup in the multiples of 0.5 hrs claim only. So if you have worked for a customer for 15 mins, it is really not helpful to charge them for 30 mins. Sometimes customer gets annoyed and you get lot of questions to support your timecards.
What problems is the product solving and how is that benefiting you?
We are managing multiple domains and have integrated lot of other tools with SF. It is benefiting in terms of costing, licensing etc. We also have multiple email accounts that customers can find and send emails to as well as multiple social media accounts. Kimble integration is also done to provide Project management solutions. Professional services from pre-sales to architechture to implementation can be managed. Its like a "Inception-to-Closure" solution.
Recommendations to others considering the product:
Integrate all other social media, Mobile apps etc to follow day to day activities, Can be used as user shout for quick help.
Great experience
What do you like best about the product?
I like that I can see what other people say about customers without having to ask people it is all documented on their account
What do you dislike about the product?
A lot of manual work,
Sometimes I do something at work and then have to go back and document takes a lot of time
Sometimes I do something at work and then have to go back and document takes a lot of time
What problems is the product solving and how is that benefiting you?
Customer centric we want to see a 360 view of the customer
Quick development and quick to market
What do you like best about the product?
Very Little customization most function done out of box
What do you dislike about the product?
Integration with app exchange products a pain
What problems is the product solving and how is that benefiting you?
Manage case load that come into customer service reps
Recommendations to others considering the product:
Ease of development
Organized partner database
What do you like best about the product?
We can keep all our pertinent info for each partner in one place. The reports are also very useful
What do you dislike about the product?
There are certain reports that we need but do not have access to
What problems is the product solving and how is that benefiting you?
We can quickly access all of the information we need for any partner. This saves a lot of time when we need to schedule programming.
Salesforce is a very useful tool
What do you like best about the product?
I like all the customization you can do with Salesforce. You are able to make it fit what you need instead of adjust your business to how a program works.
What do you dislike about the product?
The main issue I run in to isn't necessarily Salesforce's fault but when I do want a change to happen it takes quite a while for it to show.
What problems is the product solving and how is that benefiting you?
Keeping our accounts organized so we can track the contacts that have been made has been a huge benefit
Salesforce Review
What do you like best about the product?
The CRM management process between custome objects and out of the box objects is very intuitive. I like that I can customize my needs to the product rather than the other way around.
What do you dislike about the product?
I am not a fan of the complexity around the need for development work that can be easily managed by a admin.
What problems is the product solving and how is that benefiting you?
Customer Service Management
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