Agentforce Service
Salesforce, Inc.External reviews
6,967 reviews
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Salesforce Service Cloud
What do you like best about the product?
I like the way salesforce has all its fields set out and also it is very easy to search for anything. Case management is very easy and our customer and clients love it as they can get portal access to create and manage their own tickets. Also they are able to search for tickets and look at all the history. We also really like the way we can link to Jira and see open bug tickets and the status of them.
What do you dislike about the product?
I do not like the fact that it is not possible to merge 2 or more tickets together, we find the reporting not very user friendly and can be difficult to get the exact data we are looking for. 3rd party plugins are not very easy to integrate with and we have spent a lot of time on this. We do not like the fact that emails are shown in plain text by default it should be that we can view emails in html by default. Queue management is not easily customisable.
What problems is the product solving and how is that benefiting you?
We use Salesforce as a way to interact with all of our customers we have links to our own internal systems as well
Recommendations to others considering the product:
Salesforce is the market leader and as long as it is setup correctly in the first place it will do wonders for any medium to large business.
Salesforce Doesn't Do a Great Job at User Experience
What do you like best about the product?
Salesforce Service Cloud can be configured to do practically anything you can imagine, and it does a decent job of giving you the opportunity to connect and integrate your service and support content with your organization's sales content.
What do you dislike about the product?
1. Salesforce Service Cloud comes with nothing you need out of the box. Anything remotely necessary, you must build yourself.
2. Compared with ZenDesk, Desk.com, Help Scout, Intercom, Kayako, and others, the Salesforce User Experience is very poor. Salesforce doesn't seem to care about making their software intuitive or fun for their users. People use it because they have to, not because they want to.
3. Salesforce's Live Chat and CTI Integration UI are among the worst I've seen.
2. Compared with ZenDesk, Desk.com, Help Scout, Intercom, Kayako, and others, the Salesforce User Experience is very poor. Salesforce doesn't seem to care about making their software intuitive or fun for their users. People use it because they have to, not because they want to.
3. Salesforce's Live Chat and CTI Integration UI are among the worst I've seen.
What problems is the product solving and how is that benefiting you?
Since Salesforce is deeply integrated into our business, we are effectively using the same systems as the rest of the business, and all of the information we need is in one place. Our service data is integrated with our sales data.
Recommendations to others considering the product:
1. Salesforce comes with nothing you need out of the box, but is powerful and flexible enough to build almost anything.
2. You must devote significant internal resources to making Salesforce successful. Within our company of ~150 employees, we have 3+ staff who administer Salesforce full-time, all day, every day.
2. You must devote significant internal resources to making Salesforce successful. Within our company of ~150 employees, we have 3+ staff who administer Salesforce full-time, all day, every day.
Versatile
What do you like best about the product?
You can do so many things with the platform. It's very versatile. Also, support resources are well developed, so you can learn much about the platform.
What do you dislike about the product?
It's so big and complex, it takes real effort to get a handle on it. Also, it costs way too much. For a start-up, it's hard to justify unless you need the ability to tie it in to a bunch of other infrastructure. We picked it because we had some specific integration requirements and because we wanted something already established for ease of later scaling. We have a slim team wearing multiple hats, so the easier the better. On the other hand, we make due with just one seat, because it's pretty expensive compared to some other cloud solutions out there.
What problems is the product solving and how is that benefiting you?
CRM, mostly. It's great at that.
Recommendations to others considering the product:
It's pretty costly. It can do a lot, fairly well. Don't get it if you are young and have many people you need to have on the system, unless you need to for some reason, like you have some complex integration requirements that only Salesforce's capabilities can handle.
Salesforce Streamlines the CR Experience
What do you like best about the product?
It is easy to pull up & search customer profiles in Salesforce. When we make contact with a potential consumer or a customer that has an issue, we can search for any history with that individual quickly & easily using Salesforce.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
What do you dislike about the product?
The email platform on Salesforce sometimes can be laggy & run into issues with bouncebacks. Not being able to send out email communication to customers in an efficient manner can be frustrating.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
What problems is the product solving and how is that benefiting you?
We are solving consumer issues quickly & easily for adidas by being able to streamline the communication framework that we have with all of our customers.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Recommendations to others considering the product:
Make sure to get them to finetune the email client, so you do not have bounceback & email failure issues.
Its been great tracking everything
What do you like best about the product?
It is a one stop spot that we can manage
What do you dislike about the product?
no notification on follow up we set up tasks and unless we're logged in we don't have it notified.
What problems is the product solving and how is that benefiting you?
we're able to follow up easier.
Recommendations to others considering the product:
do it now
Excellent service tool
What do you like best about the product?
Independent customer information to allow customers to find their own answers while also providing live chat software. The ability to maximize agent productivity. Wide coverage including, social media, mobile, email, etc.
What do you dislike about the product?
Limited integration capabilities with other systems to share data; workflow tool is not super intuitive.
What problems is the product solving and how is that benefiting you?
Customer service support and management as well as help desk capabilities / live chat.
Recommendations to others considering the product:
Excellent for companies who are looking to provide live chat and empowering customers up front to solve their own problems. Allows CS reps to engage more fully with the customer and provides better tracking capabilities relative to issues, etc. Workflows could be better but definitely better than other tools on the market.
Powerful customer management system
What do you like best about the product?
Gives the agent more power over the data they see to help them respond to customers.
What do you dislike about the product?
Can be a little cumbersome to learn although once you do, it becomes a breeze to use.
What problems is the product solving and how is that benefiting you?
Faster same-day-resolution when using Service Cloud.
Salesforce Review
What do you like best about the product?
It is a very organized program. Everything has it's own place. It is a clean layout and up-to-date.
What do you dislike about the product?
There are a few too many sub-categories for each field. Sometimes it is difficult to navigate and look for something bc it there are about 5 different places to look.
What problems is the product solving and how is that benefiting you?
Wwith salesforce it is easier for me to locate receipts quicker for our clients who submit urgent requests for them.
Sales force
What do you like best about the product?
Its a live and do's not relay on the home network of any org as is in the cloud With data that has been presented in an easy to digest form showing how many people had positive and negative experience with Sales force Service Cloud.
What do you dislike about the product?
they do seem to have a lot of update windows during a year
:Not Flexible
: cost more to add basic functions i.e. little changes a far too difficult to make
:Not Flexible
: cost more to add basic functions i.e. little changes a far too difficult to make
What problems is the product solving and how is that benefiting you?
With Logging call from internal to external VENDORS / USERS
Recommendations to others considering the product:
Its more helpful to run in the cloud but and saves building on in house
training and implementation
What do you like best about the product?
I think that although the system is very robust, it is user friendly. You can kind of pick and choose what pieces you would like to use.
What do you dislike about the product?
I don't mind the many modules of the system, but they can be overwhelming to people who don't use a Contact Management System.
What problems is the product solving and how is that benefiting you?
Tracking sales pipeline and development pipeline after deal is closed. Projects, royalty paid, Accounts payable and receivable.
Recommendations to others considering the product:
It would be nice if some of the modules could be turned off for people who don't use them. I think the problem is seeing all the features and the people get overwhelmed.
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