Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Strategic Integration, Challenges with Consultancies
What do you like best about the product?
I love the software's ability to assist in strategic decision-making based on data, providing native integration with other products in the ecosystem. The powerful transformation of the CRM into a strategic tool improves predictability, sales, and margin. I like having all the customer data in a 360 view, with complete tracking of the sales cycle. Its integrated management from start to finish is extremely useful in my daily work.
What do you dislike about the product?
The high dependency on consultancies for implementation was a significant challenge.
What problems is the product solving and how is that benefiting you?
I use the product for integrated sales management, allowing strategic decisions based on data with predictability, increased sales, and margins. The integration improves the management of the sales cycle and provides a complete view of customer data.
Flexible and Easy to Use, but Can Be Overwhelming with Options
What do you like best about the product?
It’s easy to use and configure, and there are countless integrations to make it suit your use case.
What do you dislike about the product?
It can be complicated in that there is so much flexibility and so many customization options.
What problems is the product solving and how is that benefiting you?
We use it for our service desk, tracking members service.
Game Changer for Managing and Linking Account Records
What do you like best about the product?
Best to keep the records of all cases that all the CS teams we have today from implementation teams, customer, success, managers, along account management. It helps us to also link these to account plans.
What do you dislike about the product?
Not that I can think of today we’ve been utilizing it a lot more since we rolled out account plans and this had been game changer of keeping records of issues related to an account
What problems is the product solving and how is that benefiting you?
Like I said on my previous, it’s for tracking issues related to customer success managers, books of business, along with issues related to major accounts serviced by technical account managers
Impressive Tool for Case Management
What do you like best about the product?
I love how we can have all the information centralized and make reports from a single place with Salesforce Service Cloud. Also, the ability to create work orders, which greatly facilitates the work of my installation team, seems impressive to me. I am really satisfied with the implementation of SWARM, as it allows effective collaboration among various service representatives to resolve cases quickly.
What do you dislike about the product?
Sometimes it's not clear to me what the difference is between Service Cloud and Self-Service.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our customer support and facilitates the creation of work orders, ensuring that my installation team can effectively assist customers, resolve their issues, and ensure an efficient installation.
Enjoyed of Service Cloud
What do you like best about the product?
Ease of use, the product fit well within the Salesforce landscape
What do you dislike about the product?
Driving adoption for first time users was a chore, should be more engaging
What problems is the product solving and how is that benefiting you?
Centralized support process
Love service cloud
What do you like best about the product?
360 view of customer and next steps on how to help
What do you dislike about the product?
can be overly complex at times especially with entitlements
What problems is the product solving and how is that benefiting you?
Next best actions and shared best practices
Powerful Automation, Essential for Regulated Industries
What do you like best about the product?
I appreciate the automation features in Salesforce Service Cloud, which significantly improve our case management by enabling quicker resolution times. Additionally, the routing policies enhance our overall efficiency. The robust features and seamless integration with other products we use make this service indispensable.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be a bit complicated, especially given our use case in a heavily regulated industry like healthcare. We needed to bring in a consultant group to assist us with the setup process.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enhances our patient case management with automation and routing policies, resulting in quicker resolution times.
Great for Efficiency, Challenging Learning Curve
What do you like best about the product?
Maximizing efficiency with our data and salesforce
What do you dislike about the product?
Just the learning curve and using the application and using it well
What problems is the product solving and how is that benefiting you?
Currently just learning how to use the application
Great Omnichannel Features, but Pricey for Some
What do you like best about the product?
The omnichannel functionality is by far one of salesforce’s best products.
What do you dislike about the product?
The price is a bit higher. But it contains far more functionality for the cost with the heightened architecture.
What problems is the product solving and how is that benefiting you?
It’s helping us really have a handle on the incoming support tickets that get triaged appropriately in a multitude of different ways it provides our customers the ability to successfully satisfy issues and cases much faster and with a better user experience
Great for Tracking Customer Data, but Lengthy Implementation
What do you like best about the product?
Trackimg all customer data in a integrantes way
What do you dislike about the product?
Implementarion was long and customizarions are complicated
What problems is the product solving and how is that benefiting you?
It allows me to assist customers more quickly.
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