Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Salesforce Service Cloud - Contact Centre Back Bone
What do you like best about the product?
All our interactions and information is in one place - any way a customer contacts us shows all in one place.
What do you dislike about the product?
The needs of our business required us to make lots of customization's - the customization's are now causing us issues and we have to reengineer - In summary salesforce is great the way its supposed to be used.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place!
Easy to manage contracts and entitlements
What do you like best about the product?
Service Contracts & Entitlement Management, Omni Channel and Live Agent
What do you dislike about the product?
Service Cloud Console performance when loading list views
What problems is the product solving and how is that benefiting you?
Addressing automatic routing of cases/leads via Omni channel and integrating it live agent.
Flexible service cloud
What do you like best about the product?
Everything in Salesforce is record based which really makes it easy to work with and retrieve records. I think the design and interrelationship between records is done better than other ticketing systems out there. I worked on integrating Customers, Contacts, Opportunities, and Cases from Salesforce into our backend systems using DBAmp and I found that it ended up being easier to work with than expected.
What do you dislike about the product?
I really dislike that you cannot just copy and paste a screenshot into a regular or e-mail reply to a customer. I've seen other help desk solutions allow for this but no, instead you have to save the image somewhere then you have to browse to go and find it and then attach it. This takes way to long and is not efficient. Why can't I just paste a screenshot into the reply window??
What problems is the product solving and how is that benefiting you?
We needed a solution to manage a high volume of support requests from our customers. Our previous help desk solution was end of life and we need to move to another solution. Salesforce allows us to do that and integrated into our ERP system on premise.
User-friendly, but needs improvement
What do you like best about the product?
Salesforce is easy to navigate once you get the hang of it, with a friendly interface.
What do you dislike about the product?
In the year I used it, there were several glitches in various areas with no clear way to work around them.
What problems is the product solving and how is that benefiting you?
I used it to look up donor accounts and edit their payment histories to reflect receipts from Kimbia.
Recommendations to others considering the product:
Good way to keep track of donors and account histories, but has lots of room for improvement.
Really Powerful Tool
What do you like best about the product?
I like have a one stop shop platform for cases, accounts, opportunities, reports, and many others. It’s incredibly customizable as well which allows each company I’ve worked at to tailor Salesforce Service Cloud to match their workflows and company goals.
What do you dislike about the product?
I think the interface looks a bit dated. I’ve also had some issues where details that are typed out for a case are not saved when there’s an issue submitting the form. This can be frustrating when I’ve typed out a long paragraph.
What problems is the product solving and how is that benefiting you?
Being able to store a massive amount of information and make it accessible to everyone at your company. The social aspect also makes it easy to tag people in cases or projects as well as subscribe to groups for important feature or industry updates.
Awesome product that is able to Grow
What do you like best about the product?
I love the ability to customize so many different features within the product. This product will allow our company to grow and incorporate several different areas of our company into the platform for complete Analytics.
What do you dislike about the product?
Because the platform is so moldable it can be a little overwhelming to learn how to be an admin or programmer for this product.
What problems is the product solving and how is that benefiting you?
We are deploying Salesforce in our order processing, customer support workflow areas for manufacturing.
Recommendations to others considering the product:
Get it!
Great Software
What do you like best about the product?
SFDC Force.com platform is great to use and does so much.
What do you dislike about the product?
Sometimes, while implementing, there could be some bugs or limitations
What problems is the product solving and how is that benefiting you?
Cases, Emails, integrations
Salesforce advocate
What do you like best about the product?
I like that all departments have access to update customer accounts. This increases efficiency and communication.
What do you dislike about the product?
I haven't seen great customer support from salesforce.
What problems is the product solving and how is that benefiting you?
We are able to manage activity with customers as well as keep track of sales leads. Most of our daily output is tracked through salesforce allowing accountability to be more accurate.
Recommendations to others considering the product:
Salesforce is a great CRM. I would recommend.
I like Salesforce
What do you like best about the product?
I like using Salesforce, because it's pretty easy to use and navigate. For the most part, you can play with it and teach yourself how to navigate through it, even if you aren't familiar with using it. I also like that the layout is consistent across companies, so even though I've used it with three different companies, all of the functionalities and layout is pretty similar.
What do you dislike about the product?
What I wish was different about Salesforce is making it a little easier to customize when looking at my open tasks, sales pipeline, etc.
What problems is the product solving and how is that benefiting you?
Benefits I am solving with Salesforce is being able to easily track and time how long it takes me to complete tasks. Others are also able to review my tasks to track if they are complete.
Recommendations to others considering the product:
It is very easy to use and helpful with tracking tasks, sales, etc.
Review of Salesforce
What do you like best about the product?
I liked how organized and beneficial it was to my office. I used it for a higher education department and it kept us organized.
What do you dislike about the product?
I didn’t like how it took awhile to get things fixed if we had a glitch.
What problems is the product solving and how is that benefiting you?
My previous job used this to get all of our potential students and alumni in one spot. That is helpful.
showing 6,421 - 6,430