Agentforce Service
Salesforce, Inc.External reviews
6,967 reviews
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External reviews are not included in the AWS star rating for the product.
Great tool for a service desk/service center to manage requests for support
What do you like best about the product?
Email to case and web to case - allow users to submit cases/tickets through email or the web, and allow users to respond via email. Very flexible to customize so that you can track whatever custom information you need. Lots of built-in automation, and easy to add more based on what you need.
What do you dislike about the product?
I really don't have any complaints. It works very well and has a ton of features, in addition to being on the Salesforce platform which gives you a ton of flexibility.
What problems is the product solving and how is that benefiting you?
We needed to replace a different ticketing system to have more flexibility. The Console that comes with Service Cloud is also great for managing a high volume of tickets and is very customizable.
Great and fast
What do you like best about the product?
Easy to use and fast. I appreciate the organization it provides me
What do you dislike about the product?
Too many options and tabs. Sometimes it is difficult to find what I need
What problems is the product solving and how is that benefiting you?
Organizing all sales opportunities is easy with sales force
Bending Salesforce Knowledge to our will
What do you like best about the product?
Editing in Salesforce Knowledge is pretty intuitive for users, and the reporting functionality is surprisingly powerful.
What do you dislike about the product?
It's difficult to move article data around -- backing it up, moving it from sandbox to prod environment -- without losing basic data like images and attachments. Limits on number of categories and overall number of articles are also frustrating for a large multi-tenant support environment.
What problems is the product solving and how is that benefiting you?
We wanted to integrate customer support knowledge closer to our CS desktop, including closing the loop on metrics and continuous improvement.
Recommendations to others considering the product:
Be careful you know how much software you're going to have to create to do what you need to do with this "no software" platform.
Salesforce
What do you like best about the product?
Neutral on this- because in past we were prepping to use this program. However- I've used other cloud based programs and it's great for where we are moving in the business. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
What do you dislike about the product?
Nothing at this time strikes me as a negative. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
What problems is the product solving and how is that benefiting you?
Benefits again, with cloud based are wonderful- because you can access the information from anywhere. With the cloud the storage seems infinite (if you buy the proper storage, I believe)
Recommendations to others considering the product:
I'd investigate if it reaches your needs- but I'd definitely say if you have multiple people working in your business all over in different locations that it would be something beneficial to look into a cloud based system.
Salesforce Service Cloud
What do you like best about the product?
Related cases, projects, etc open in sub-tabs.
What do you dislike about the product?
Often is slow to respond, resulting in timeouts.
What problems is the product solving and how is that benefiting you?
Resolving customer issues and completing implementation projects.
Recommendations to others considering the product:
Read the documentation, take a training course.
Efficient but at times confusing
What do you like best about the product?
I like that you can keep a record of everything to do with a particular customer - if a customer calls in I can instantly bring up their file and find out their buying history and any issues related to their account.
What do you dislike about the product?
Putting in a case and other tasks can be quite confusing and I am never 100% sure if a formula or flow is working.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place, it is like a giant library and is incredibly helpful for our business
Service Cloud Review
What do you like best about the product?
I like the case management system and the flexibility of the platform once you have become accustomed to the UI
What do you dislike about the product?
Using service cloud with lightning is extremely slow and has kept me from adopting the lightning Ui just yet.
What problems is the product solving and how is that benefiting you?
I am able to collect data on the support cases that come into my department.
Recommendations to others considering the product:
Make sure you think through your data collection and reduce redundancies before implementing a data collection system.
Salesforce Review
What do you like best about the product?
I like the fact that you can store all your companies sales in one easy location. there are so many features about salesforce and i still haven't learned them all.
What do you dislike about the product?
I can't say there is anything I dislike about this website.
What problems is the product solving and how is that benefiting you?
No problems are being solved for what I do.
Very nice UI in comparison to previous.
What do you like best about the product?
It is leaps and bounds over any type of email based tracking system - and having it as part of a CRM system is awesome. It allows for easy tracking emails back and forth, as well as assigning to other users, and asking for help with Chatter.
What do you dislike about the product?
The big thing is the views are not the best - very customized sorting needs to be done with reports, which is not ideal, but it gets the job done. Also, the email preview (which is very helpful) is only shown on the first 5 recent emails.
What problems is the product solving and how is that benefiting you?
Allowing a full team of people work on a queue of cases without worrying about what happens if someone is out for a week, and their emails are not accessible to anyone else in the company.
Love the flexibility
What do you like best about the product?
The Service Cloud has given us one platform to handle all channels of support. The automation of creating cases within each of those channels creates cost savings and reduces handling time. We are constantly finding new and better ways of using the tools offered in Service Cloud.
What do you dislike about the product?
Initially, we were finding it challenging to set up the tools to work for our situation and our workload. It may be that the Contacts are more flexible when designing the heirarchy for multi-level Client situations.
What problems is the product solving and how is that benefiting you?
Our business required that our agents log into several third party tools alongside our instance of Salesforce. By implementing the Service Cloud we were able to consolidate those third-party tools and reduce the number of applications the agents had to navigate.
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