Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Service Cloud Certified Consultant
What do you like best about the product?
Omni channel support capability. Service console features.
What do you dislike about the product?
Knowledge Management can be better. Social media support can be better.
What problems is the product solving and how is that benefiting you?
Contact center efficiency. Reduced call time/issue.
Recommendations to others considering the product:
Great capabilities. Excellent business support.
Service Agent Application
What do you like best about the product?
Best Service App in the Market, Lot of Features Call Center Telephonic Integration, Live Agent, Email to Case , Web too Case, SLA Management , Service Console .
What do you dislike about the product?
Service console app having wired behaviour in some browsers.
What problems is the product solving and how is that benefiting you?
implemented case management system for client
Recommendations to others considering the product:
Service Features
Increases customer retention
What do you like best about the product?
I love that the software is cloud-based, allowing for customers to be helped at any time and any place. I also really love the self-service options that are available and allow the customer to be able to get help on small things, rather than tying up an agent.
What do you dislike about the product?
I do not like that the live agent chat console cannot actually transfer files. I think that could really be beneficial in many cases.
What problems is the product solving and how is that benefiting you?
Knowledge base has allowed agents to get through cases faster by being able to search for certain topics and being able to find the resolution for those issues rather quickly so they can log the call, help the customer and move on to the next customer.
Recommendations to others considering the product:
Familiarize yourself with knowledgebase because you will use it literally every single day.
Streamlines Our Support Process
What do you like best about the product?
The best part about the Service Cloud is that it gets our support team to log cases in the same place our sales team is logging their activity and deals! It makes it so much easier for everything to be managed in one place.
What do you dislike about the product?
We have a lot of duplicate records in our database, and sometimes cases get logged on different contacts. When you try to merge contacts together you can't becuase you cannot merge cases. This would be an ideal feature add.
What problems is the product solving and how is that benefiting you?
We are able to solve our customer issues faster, and get direct insight when there is a lag in being able to solve their issues.
Recommendations to others considering the product:
If you use Salesforce for you CRM, the Service Cloud is a no brainer! I would recommend.
Salesforce combines all in one
What do you like best about the product?
Salesforce combined all of our systems into one. Making it easier
What do you dislike about the product?
I was a little hard to get a hang of at first.
What problems is the product solving and how is that benefiting you?
Only having to open one window. Instead of multiple
Good Case Management solution
What do you like best about the product?
Case History is amazing - you find everything related t one place. Speed of the app and platform. Mobile app integration, no matter which UI you use you get everything seamlessly. Availability of Salesforce platform and scalability is amazing. Also as its a SaaS solution, it helps my organization focus on business and not tool management.
What do you dislike about the product?
Too many clicks needed in browsing through, but I can understand why is that. However Salesforce can certainly work in this area. I think the price is on a higher side.
What problems is the product solving and how is that benefiting you?
Case management reported by customers
Worked with Salesforce for 8 years now
What do you like best about the product?
As far as service flow goes, Salesforce does a great job of keeping contacts organized, as well as providing a good 360 view of their activity. I am not aware of other products that are as overall compatable as Salesforce
What do you dislike about the product?
Sometimes the development aspect can be overwhelming, but if you have developers that understand what is possible, who not to do, and best practice, results can be very good
What problems is the product solving and how is that benefiting you?
We are able to track customer issues and stay on top of ongoing challenges. Tracking overall customer history and activity allows us to manage their services and experience
Adequate
What do you like best about the product?
Ease of use contacting customers via email
What do you dislike about the product?
Navigation to other sections , such as docusign
What problems is the product solving and how is that benefiting you?
Customer support by email is made simple.
Sales force CRM easy to naviagte
What do you like best about the product?
The ease of running reports and adding custom fields is great
What do you dislike about the product?
Wish it had better account management tools. I also wish you could add templates to cases and solutions. Oh and also - please make it easier to change email template layouts. You can't easily update the background image. You have to start completely over. We have a custom image that features our team. So when one team member leaves it takes us a solid hour to update our templates.
What problems is the product solving and how is that benefiting you?
One place to keep track of all of our key accounts and sales.
Recommendations to others considering the product:
Really great CRM
Popular but not the most user friendly
What do you like best about the product?
It is common and almost everyone has used it, so initial set up is not too difficult, but the transition is not ideal.
What do you dislike about the product?
It's hard to organize, and isn't super clear on how to find thing, i.e. keywords and labels.
What problems is the product solving and how is that benefiting you?
We have realized that for documentation of client communications, this works but is not the most user-friendly.
Recommendations to others considering the product:
It's a painful transition, but it does work for specific business goals and it is ubiquitous.
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