Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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Great integration
What do you like best about the product?
I like that there are so many features and you can toggle between using the Classic setting or the more updated setting if that’s what you prefer
What do you dislike about the product?
Confusing documentation makes assumptions of prior knowledge.
What problems is the product solving and how is that benefiting you?
Seeing all of the data I need to review in one place, making analysis easier to digest.
It is very streamlined
What do you like best about the product?
The titles and subfolders are very streamlined. The search option to track your previous cases is excellent as it uses the right words.
What do you dislike about the product?
The graphics are not up to the mark. It can be more appealing to the user. I would suggest working more on the interface.
What problems is the product solving and how is that benefiting you?
We use this platform to look for previous similar technical queries, which has helped get the solutions without reaching out to SMEs each time.
Sharing platform easy to use
What do you like best about the product?
Using a cloud platform can be tricky but when our team used SF this was a great tool for collaboration if you know SF well.
What do you dislike about the product?
Not as smooth as other programs, but if you know how to navigate SF then it should be fine
What problems is the product solving and how is that benefiting you?
Not sure! I think just better and more intuitive UI
Salesforce
What do you like best about the product?
salesforce is a super effective program, ease of use is quick to train new employees
What do you dislike about the product?
Salesforce is a system that can be a bit outdated in some ways
What problems is the product solving and how is that benefiting you?
Salesforce service Cloud is amazing for customer self service, social customer service, and help desk/live chat. Our team found it to be very user-friendly for both the company and the customers.
Unify Customer Data, Customizable but Complex Integration
What do you like best about the product?
I like the ease of use of Salesforce Service Cloud and the ability to customize objects and labels. I appreciate how it unifies information by bringing everything I need to know about the customer into one place.
What do you dislike about the product?
The integration between the Salesforce ecosystem and other clouds is not always as simple or included as I expected. Additionally, the initial startup was not very easy; it took about a year to get up to speed and involve all the stores in the data acquisition phase.
What problems is the product solving and how is that benefiting you?
Unify the customer's information in one place, making everything I need to know easily accessible.
Recommendations to others considering the product:
It is necessary, at least for the implementation part of the solution, to consult a certified Salesforce partner to use the recommended best practices to avoid future problems. An important aspect during implementation is the choice of the data model to use, and having a clear understanding of which external tools you want to connect via API. The advice, if possible, is to use the Salesforce ecosystem as much as possible to have immediate and secure integrations. For example, by using Marketing Cloud as a marketing tool rather than other tools, data integration is quick and secure, avoiding the exchange of Excel files with sensitive data for data updates. Additionally, it is possible to schedule triggers based on customer behavior by integrating interactions across all systems. With the latest development of Salesforce (CDP), it is also possible to create customer groups that can be used both in Marketing Cloud and on Commerce Cloud using both navigation data and social data.
Great once your processes have been stabilized.
What do you like best about the product?
Easy to scale. Easy to manage. A robust solution for spread-out teams, multiple interaction channels, and case flow scenarios.
What do you dislike about the product?
It works best for you when your processes have stabilized and workflows optimized. You have to spend a lot of time and resources to get this set-up, and more if you have to make changes. Not many options to customize.
What problems is the product solving and how is that benefiting you?
We moved from an internally created solution, so the first benefit we realized was stability, standardization and scalability. Integrates with your CRM for a 360 view of customers, their journey and limited but good built-in reporting and dashboards.
Recommendations to others considering the product:
If you have scale and are operating with stable, optimized processes you can absolutely go with this. A very stable, robust and secure solution. But for smaller organizations with evolving processes it may not be a great option as you do spend a lot to customize it for your workflows.
Good Ticketing System
What do you like best about the product?
The "e-mail to case" functions make it easy to create cases without spending too much time.
What do you dislike about the product?
The one thing I have seen so far is that you cannot create multiple cases from one e-mail that has multiple attachments.
What problems is the product solving and how is that benefiting you?
It is managing my time by having some things automated.
Salesforce Services Review
What do you like best about the product?
I like their online portal and effective customer service responses.
What do you dislike about the product?
None I can think of. I like their service and products very much.
What problems is the product solving and how is that benefiting you?
Its mainly with service tickets opened and helps with automating the service path and ticket handeling.
Salesforce Review
What do you like best about the product?
Everything was very organized in Salesforce! I was able to easily look up clients' names and information before my calls. After I called, I was able to schedule when I would need to follow up with them and set alerts for the day of or a few days before- it helped me to remember what I needed to do so that no one was left behind!
What do you dislike about the product?
Not an issue with Salesforce itself, but I was not formally trained on the program, so it was a little bit of a learning curve to get used to it. I figured it out quickly as the program is pretty easy to use, but it was frustrating when I didn't yet understand the program because I couldn't find much online to help me with what I was looking for.
What problems is the product solving and how is that benefiting you?
A lot of caregivers were getting lost in the crowd before we started using Salesforce, but setting alerts and reminders whilst also having all of the names and information in one place really made sure that no one was neglected. It's been beneficial because we can track who we have reached (who has answered and who's voicemails we got) and could keep to a pretty tight schedule.
Recommendations to others considering the product:
I think that especially in the social sciences field (when dealing with people), this is a great program to use! It keeps your work organized and makes your job more manageable overall, especially when dealing with 50+ clients in a small business.
Salesforce
What do you like best about the product?
-I can manage my emails and tag other team members in the chat to discuss the email I received.
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
What do you dislike about the product?
-To receive better notifications.
-To be able to send to selected people in different campaigns all at once.
-To be able to send to selected people in different campaigns all at once.
What problems is the product solving and how is that benefiting you?
-Managing my cases and responding to my cases that come through in my email.
-Able to link two or more emails on Salesforce.
-Able to link two or more emails on Salesforce.
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