Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Decent product, Over priced.
What do you like best about the product?
- Ease of configuration and use
- Easy handling
- Raw data is tractable easily
- Easy handling
- Raw data is tractable easily
What do you dislike about the product?
- Very poor support
- Very poor reporting Capability
- No integration available.
- Very poor reporting Capability
- No integration available.
What problems is the product solving and how is that benefiting you?
We did not have a ticketing system for customer service and wanted to use a more intelligent system to run analytics on our customer service complaint and to have a cloud based storage of this information.
Salesforce User
What do you like best about the product?
Flexible - many custom fields you can leverage to track the data you want.
What do you dislike about the product?
Each module is limited in physical space - it'd be nice to expand the list within the module
What problems is the product solving and how is that benefiting you?
Having enough data points across client base to leverage and build into meaningful reports
Great for tracking incoming requests
What do you like best about the product?
The ease of customizing objects in the service cloud, including cases. The case object is easy to set up and get call center agents
What do you dislike about the product?
I generally like everything about this product.
What problems is the product solving and how is that benefiting you?
Able to easily track incoming inquiries and customer problems using cases.
Amazing
What do you like best about the product?
Ease of use, great navigation tools, easy set up
What do you dislike about the product?
Nothing, I think it's a great tool good job
What problems is the product solving and how is that benefiting you?
Helping guest solve order questionss
Great tool without using your inbox
What do you like best about the product?
Love that you can message customers without using your direct email. You can have multiple people use the same account as well.
What do you dislike about the product?
Searching for something... It saves everything and the search tool could be better.
What problems is the product solving and how is that benefiting you?
Having two websites handles with one tool, love it.
Salesforce Service Cloud
What do you like best about the product?
Service Console and Knowledge Articles are great productivity tools that enables the CTS to service the customers effectively
What do you dislike about the product?
It is difficult to get the related list objects to show together for the Case that is opened on page.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to maintain/track cases of customer interactions, from inquiry to technical support, repairs, Product complaints, etc.. One of the benefits is easy visible Cases and related Cases and to support multiple calls with different Cases at the same time and/or toggle back and forth between Cases.
Service cloud is great
What do you like best about the product?
Using Service cloud allows us to better service our customers.
What do you dislike about the product?
Sometimes lightning can be slow, despite its namesake.
What problems is the product solving and how is that benefiting you?
Addressing customer help desk needs for our products.
Desk.com review
What do you like best about the product?
It is easy to implement as a quick startup.
What do you dislike about the product?
Extremely rigid in terms of API integration. Support is terrible for desk.com, If your company is dependent on this solution , I would recommend looking at something else.
What problems is the product solving and how is that benefiting you?
Used as a Triage for our HR department and for quick answers.
Recommendations to others considering the product:
I'd be careful before engaging with Desk.com, they are phasing this out and pointing customers to Salesforce service cloud . If you currently have a desk account you can extend it , but no new accounts are allowed with the platform at this time.
Gold Standard
What do you like best about the product?
- Open APIs
- Integration with thousands of applications
- Community Support
- Industry Standard means almost everyone knows how to operate it
- Awesome Reporting
- Integration with thousands of applications
- Community Support
- Industry Standard means almost everyone knows how to operate it
- Awesome Reporting
What do you dislike about the product?
I believe the dashboards need enhancing. They are quite outdated and are limited to what can be displayed.
What problems is the product solving and how is that benefiting you?
- SLA achievement
- Sales Pipeline building
- Deal Stages
- Automation of Sales and Support Ops
- Sales Pipeline building
- Deal Stages
- Automation of Sales and Support Ops
Recommendations to others considering the product:
- Unless you have an experienced, in-house admin, buy the premier support!
Useful, Modern, Practical
What do you like best about the product?
I like the use of the Omni Channel that can be controlled to assign you whichever queue you would like to be assigned. I like the multiple sections you can view your workflow in as well.
What do you dislike about the product?
I dislike that Omni Channel tends to malfunction from time to time. It assigns multiple cases at once or goes offline quite a bit.
What problems is the product solving and how is that benefiting you?
We are able to address multiple queues at a glance and assign agents to work them as necessary much faster and more efficiently than the previous software we used. This allows us to assign priority levels, and time stamps for each case created. It's very helpful in keeping track of your handle times and cases worked as well.
Recommendations to others considering the product:
It's very useful and easy to learn.
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