Agentforce Service
Salesforce, Inc.External reviews
6,976 reviews
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Excellent tool for handling cases
What do you like best about the product?
It's a very user friendly environment. Whenever you are handling a case, you can search for previous cases just using a search bar, this can help you to gather information related to your issue which happens to be very useful when you don't know where to start. Also, every time you click on something SF opens a new tab, this way you don't lose the previous tab you were on.
It is a complete tool that is compatible with several platforms.
It is a complete tool that is compatible with several platforms.
What do you dislike about the product?
The process of integration is complicated, however, since this is a technical tool, that's expected.
What problems is the product solving and how is that benefiting you?
Case handling is the problem my company is solving with SF Cloud. As I've said before, some of the information that we need to start with an investigation regarding a case can be found looking into previous cases, action that SF makes pretty simple with the search bar.
It is organized smartly. You can register clients, companies, cases, people by its charge, etc. Also, some cases have milestones, for the agent in charge of a case to know how much time there is left to give response.
It is organized smartly. You can register clients, companies, cases, people by its charge, etc. Also, some cases have milestones, for the agent in charge of a case to know how much time there is left to give response.
Sales force
What do you like best about the product?
I love how it allows me to keep track of activity.
What do you dislike about the product?
It can get a bit crowded and busy looking at times. I think the ease of use could improve.
What problems is the product solving and how is that benefiting you?
The product is allowing me to bridge the communication gap between my coworkers and I.
Recommendations to others considering the product:
I think it is a great product!
Salesforce
What do you like best about the product?
the software is very accurate and personalized based on own needed
What do you dislike about the product?
log access to renew is happen really often
What problems is the product solving and how is that benefiting you?
orders, refund, tracking number. access quickly to info jn order to solve issues
Recommendations to others considering the product:
no
Still on the fence
What do you like best about the product?
We use Salesforce by force, for a lack of a better word, at work. It is the software we use to manage workflows and contact information for our financial advisors that we service. I do like the "app like" environment it uses even when you are using the desktop version. Also, the ability to set tasks and reminders for follow up.
What do you dislike about the product?
I don't feel like the system is always very intuitive, granted that could be attributed to the way the software is being used by our firm. Searching for specific cases, work requests or tasks is not easy and the reports do not give you exactly what you're looking for. Again this could be due to a lack of sufficient training by our firm. I'm currently working with our team to provide more in-depth training so this isn't a frustration.
What problems is the product solving and how is that benefiting you?
It allows us to search for our clients/advisors by name or Rep # and provides a universal platform where we can track calls, work requests etc. We have several offices across the country and it allows us to use the same software to view and edit these logs or work requests.
Integrated and configurable service platform
What do you like best about the product?
The best things about Service Cloud are the integration to Salesforce CRM and how configurable Service Cloud is, especially the new Lightning Experience. You can customize case views, priority algorithms, auto-responses, and automatic queue assignments.
What do you dislike about the product?
My current dislikes are mostly tied to the recent change to Lightning Experience from Salesforce Classic. Most of the changes are actually good changes, but with all changes come some hiccups. Emailing into a case is not a default behavior for the new Lightning Experience, and when we added it in, it is currently only configured so that you can respond to the most recent thread. Additionally, the inline case editing hasn't been fully polished yet, which can cause some strange behavior when editing multiple fields.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for L1, L2, and L3 support teams to track cases, for our integrations team, and for handling custom client data requests. We previously used Desk.com and Service Cloud is a massive step up from Desk, so it would be hard to list all the benefits. One of the largest benefits is that we use Salesforce CRM on the Sales and CS side, so using Service Cloud brings all that data into the same location so that everyone has the same data about a client's current state.
Recommendations to others considering the product:
If you are already using Salesforce CRM, then you should definitely be using Salesforce Service Cloud. You will need someone familiar with Salesforce to take on the project of customizing the setup to work the way you want, but after that it will be smooth sailing.
Very helpful program
What do you like best about the product?
I enjoy the user friendly database and the add ons.
What do you dislike about the product?
It was sometimes a little overwhelming and had alot of information.
What problems is the product solving and how is that benefiting you?
We had a hard time keeping track of all of our clients. We have enjoyed having an easy to use database.
Recommendations to others considering the product:
It will take awhile to get used to.
Great service for multiple levels of any organization
What do you like best about the product?
I love that Salesforce is a single seamless service that can build in multiple different tools into an organization's domain. Some examples of what any company can do with Salesforce: social media for the organization, develop powerful reporting, and of course manage the entire sales team's opportunities.
What do you dislike about the product?
That the pipeline and opportunities within the sales functions are "snapshot views." There are no historic views. For example, you can't run a report to see what the pipeline looked like 6 months ago. Your reports filter on the current pipeline as it stands now. Apparently Salesforce is addressing this through their "Wave Analytics" tool, but we are just now building out our functionality with that tool.
What problems is the product solving and how is that benefiting you?
I work in Finance and we are able to generate monthly reports based on the work the Sales teams do in Salesforce. It makes collaboration simple because we are not constantly needing e-mail/phone communication with our sales guys. We just pull their data through Salesforce.
Recommendations to others considering the product:
I recommend looking at Salesforce's different services. The nature of their product is such that you can add in many different services into your organization's base Salesforce site, expanding the capabilities. We have Salesforce Wave (a data visualization/reporting tool much like Tableau), Chatter (an in-house social media network for our organization to create groups and talk about work events and personal interests & hobbies), and multiple expanded options for our sales team. All are built into our existing Salesforce iteration and work seamlessly on the Salesforce site.
Good, Streamlined, Easy-to-Use Software
What do you like best about the product?
I like that I can integrate email marketing in Salesforce. We also like that we can see the history we have with each account from a sales perspective, and look back and see all our interactions with a particular account.
What do you dislike about the product?
I don't have any real dislikes of the software, since it works well for my needs.
What problems is the product solving and how is that benefiting you?
Tying together contact records and needing to include all our sales history to each contact.
Recommendations to others considering the product:
Look at AppExchange to ensure you can get the add-ons you want for your needs.
Salesforce continues to surprise me
What do you like best about the product?
Salesforce is intuitive, easy to use, and highly customizable. Huge number of options for reporting. There is a never-ending supply of tutorials and helps and great users communities for support. The consultant we worked with was amazing - very knowledgable and easy to work with. Dreamforce is a great place to learn and connect. Everything Salesforce does is top-notch.
What do you dislike about the product?
We are a nonprofit, and the body of helps for nonprofits, although growing, still needs to be developed. Overall, the level of user experience varies greatly, and it is sometimes hard to find the information that will help at my level.
What problems is the product solving and how is that benefiting you?
We are able to maintain an up-to-date database that provides us with the data we need to make decisions.
Updating Salesforce tickets
What do you like best about the product?
The flow of the Salesforce tickets makes so much easier to get the information from the customers and get it into our system .
What do you dislike about the product?
When I begin a ticket and find out the configuration item has not been entered which causes you to stop and take care of entering a configuration item.
What problems is the product solving and how is that benefiting you?
The information entered into the Salesforce sytem has made it easier to resolve a service ticket by searching Salesforce and find a solution for the issue.
Recommendations to others considering the product:
Take your time building salesforce
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