Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Easy and modern
What do you like best about the product?
Overall SFDC Service Cloud is easy to use with the creation of basic reporting and dashboard. Highly recommend for any size company
What do you dislike about the product?
Once the system gets complex , over time it is hard to create knowledge transfer for other team members.
What problems is the product solving and how is that benefiting you?
We use SFDC Service for our case submittion and data storage.
Best Product for Customer Service
What do you like best about the product?
I currently use and implement Salesforce Service Cloud for customers and it is by far the best product in the market. It is cost effective, has modern tools and features and it allows customer support agents to effectively and efficiently resolve customer service requests.
What do you dislike about the product?
Console is easy to use but classic UI is cumbersome to navigate especially during peak call volume.
What problems is the product solving and how is that benefiting you?
It is used in our clients' call centers to service customers.
Recommendations to others considering the product:
This is the best product in the market and for organizations looking at new CRM solutions should definitely consider Salesforce ServiceCloud
SalesForce on the support side
What do you like best about the product?
The one thing that I like best about Desk is that we are able to assign tickets/emails to different agents and track their total progress.
What do you dislike about the product?
The one thing that I don't like the most about desk is I feel like there is always issues and the system seems to always be under "construction". There is also a bit of cross browser issues.
What problems is the product solving and how is that benefiting you?
We use desk for our customer support side receiving and responding to customer emails.
Recommendations to others considering the product:
The thing that I like most about desk is that they are still growing and the company is still adding so many improvements. Another thing that I would keep in mind is that I believe that desk is somewhat open source so you can make changes as needed.
Easy to Use
What do you like best about the product?
Helps keep my agents' work organized and easy to review.
What do you dislike about the product?
Sometimes it can take longer than I'd like to figure out how to use features because they're not as straightforward as other programs.
What problems is the product solving and how is that benefiting you?
This is a huge improvement over conducting business via our personal email accounts!
Salesforce Savior
What do you like best about the product?
Salesforce is a great CRM tool for managing your customer's information in one central location.
What do you dislike about the product?
The navigation within Salesforce can be clunky at times.
What problems is the product solving and how is that benefiting you?
We are able to merge together several of our other 3rd party backend systems into Salesforce to see a bigger picture of our customer's accounts/subscriptions.
Recommendations to others considering the product:
Great tool for managing your customer's information collectively.
Good for most support ticketing needs
What do you like best about the product?
Comprehensive features for managing support ticketing, easy to implement agents and teams
What do you dislike about the product?
There's a lot of features that small businesses and startups don't need. No features for download version control. Unable to manually create customers unless they first email us. Limited customizability.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets for statistical analysis and continuous improvement of product, improved customer relationships,
Recommendations to others considering the product:
There are other excellent solutions that we are evaluating still. Don't just go with it because it's a Salesforce product
Great for support
What do you like best about the product?
As a product support specialist, I use salesforce on a daily basis and I love how it is easy to use not. User friendly and ease to search cases
What do you dislike about the product?
Once in a while I have a few server issues, also sometimes when I am searching something, it automatically populates the exact phrase which makes it hard to find relevant information.
What problems is the product solving and how is that benefiting you?
Use it to document cases, keep client profiles, look up client cases, create a knowledge database.
Recommendations to others considering the product:
A steep learning curve, take time to learn it well.
Best CRM for support
What do you like best about the product?
Best product to support customer requirements and services
What do you dislike about the product?
Nothing as of now - overall product experience looks great
What problems is the product solving and how is that benefiting you?
Providing customer service over emails and enhancing the user reading experience through Magzter
Recommendations to others considering the product:
Best product to solve the customer needs over emails, previously the need for customer service was very limited but now the service sector has developed a lot and we need a tool like Desk to solve their needs
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud is an easily accessible tool for use with all of my business needs.
What do you dislike about the product?
Salesforce Service CLoud isn't as reliable as I would have hoped for timing.
What problems is the product solving and how is that benefiting you?
SAlesforce Service Cloud has allowed me to have a central place for my contacts and their information.
Great for smaller businesses but can get clunky with larger ones
What do you like best about the product?
I like the overall UI and the base functionality
What do you dislike about the product?
At times it can be a little clicky and hard to get to what I want
What problems is the product solving and how is that benefiting you?
I’ve tracked processes and I’ve realized it’s pretty good in helping with ticket management
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