Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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External reviews are not included in the AWS star rating for the product.
Salesforce best but worst
What do you like best about the product?
All fhe features possible are available from start to end with all posible customization and security.
What do you dislike about the product?
UI is the toughest ever seen in a crm also sometimes it becomes confusing
What problems is the product solving and how is that benefiting you?
Sales process from lead gathering to post sales
Improvements needed on the chatbot capability
What do you like best about the product?
There are playground environment to test
What do you dislike about the product?
Limited bot functionalities and reports.
What problems is the product solving and how is that benefiting you?
It makes information available through a bot and it allows customers to easily connect to the bank through live agents
Tons of potential and functionality, requires significant effort to reach full potential
What do you like best about the product?
I like the customization abilities, and how any given queue/report/dash can be tailored to a specific need.
What do you dislike about the product?
A bit of a double-edged sword here as there are just SO many ways to customize and edit information that it can become overwhelming and there are often multiple ways to reach the desired outcome, but not always clear which path is the ideal. Often, find myself just taking the path that I know, and later find out it was not the most efficient way to get there.
On any given screen while navigating our iteration of Salesforce, there are dozens of links available at all times. Some we use often, others are used rarely or never at all, but seem to come as part of the 'package' when we set up case flows.
On any given screen while navigating our iteration of Salesforce, there are dozens of links available at all times. Some we use often, others are used rarely or never at all, but seem to come as part of the 'package' when we set up case flows.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us move to problem-solving based on data/facts/trends vs. relying on anecdotal feedback or narratives so that we can be sure we are truly targeting the highest value work and not just catering to the squeekiest wheel. Additionally, we've been migrating our knowledge base into Salesforce, which previously existed in multiple external systems, requiring agents to check multiple sources for information. Salesforce is allowing us to keep that in one place, right where the agents need it most.
Easy to set up and track and track through case distribution
What do you like best about the product?
Easy to configure according to business needs, easy to follow up, shows fields according to each stage of the ticket or case, easy to generate reports.
What do you dislike about the product?
When it was integrated with WhatsApp and Messenger, it did not work as expected and had quite a few limitations that did not help us at the business level. In the end, the digital engagement was removed.
What problems is the product solving and how is that benefiting you?
Centralized customer service on a single platform, tracking the duration of problem resolution by areas and by person in charge, email alerts for the responsible parties to provide the corresponding follow-ups.
Very user friendly
What do you like best about the product?
I like how easy is it to search for customers.
What do you dislike about the product?
There are too many options when you search for a customer.
What problems is the product solving and how is that benefiting you?
It's providing me with customer lists
Recommendations to others considering the product:
Get a good training session in so you can use all the tools to their full effect
Review
What do you like best about the product?
It is nice to have the capabilities that it has already included and native to Salesforce. It allows you to do pretty much everything you need to handle cases etc. in your org.
What do you dislike about the product?
It could have more functionality without adding additional tools to it. Also some of the capabilities like setting up case queues and assignment rules etc could be easier with more point and click.
What problems is the product solving and how is that benefiting you?
I feel like all of the problems we have are being solved with other tools or add ons to Service Cloud. We currently have issues with talking to customers live so are looking at tools to help with that.
Great platform for service
What do you like best about the product?
Features like service console, case management, telephony integration, omni channel etc
What do you dislike about the product?
Entitlement process need few improvements
What problems is the product solving and how is that benefiting you?
Telephony integration and omni channel
Good UI Interface
What do you like best about the product?
Knowledge articles
Easy of use and snuff user exp
Easy of use and snuff user exp
What do you dislike about the product?
How we have to register accounts and multiple accounts
What problems is the product solving and how is that benefiting you?
Multiple account access using 1 login
Whiteboard for service can do anything you want it to
What do you like best about the product?
Functionality and ability to have it do anything you want it to.
What do you dislike about the product?
Not much would like connection to the rest of the clouds easier.
What problems is the product solving and how is that benefiting you?
Tying back customer feedback on products to other areas of the business
Salesforce vs Helpscout
What do you like best about the product?
The fact that Service Cloud is built into Salesforce makes it convenient to see relationship history with all customers. Past conversation history and customer details such as company, location, etc are all visible at the same place where you respond to tickets.
What do you dislike about the product?
Clicking into one ticket and closing it out takes at least 5 clicks. There's a setting that allows people to bulk close tickets, but it's gated behind higher permissions access.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to see all relationship history at one time. When a ticket comes up we can verify or disqualify the legitimacy of the client & request easily.
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