Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Excellent for customer services tasks in your company.
What do you like best about the product?
I really liked the experience I had with customer support, and I point this out first as I consider it to be one of the things where different software of this type that exists in the market do not manage to offer with optimal quality. This fortunately is not at all the case of Salesforce, with an attention schedule that covers 24/7 which ensures that you have an answer and solution to any problem that may be presented to you along the way. The possibility to track visitors who visit your websites, which gives you different analytics data that will help you understand what the users are looking for.
What do you dislike about the product?
One of the things that I did not like is the thin margin of error that the software allows, with this I mean that you have to be very cautious about the information that is being manipulated within the platform since any type of error could affect a disruption of your data or a misunderstanding of the results obtained, this forces the people in charge of manipulating this tool to be well prepared and careful in what they do. Sometimes you can appreciate certain glitches but nothing so big to worry about.
What problems is the product solving and how is that benefiting you?
Our IT staff is in charge of solving all the internal problems of the company so they have an intense work throughout the week, so having a software that helps them lighten this workload without sacrificing good performance is something that has a very high value for our company. With the acquisition of Salesforce Cloud Service, the performance of the IT department has improved substantially, making communication with the different departments of the company a high-efficiency experience to address the problems that may occur in any time.
Recommendations to others considering the product:
This program undoubtedly offers one of the best experiences to give your customers a personalized help and support experience which creates an environment of collaboration and efficiency that is not found in many places. With a range of tools available to agents who use it the total freedom and ability to resolve the minimum concern that customers may bring to them. I would like to see in the future more accessible plans so that small businesses can choose to have a service as good as the one offered by this software.
Everything you need unified on a single platform.
What do you like best about the product?
What I liked about this is that its web based platform that allows you to save costs by hiring a support service. The same software provides this cloud-hosted service, which you can go 24 hours a day. Streamline workflows, service processes, and a variety of communication channels that reach the customer quickly and reliably. Add-ons are available that provide a case management system as well as social media capabilities. It provides performance metrics giving you the ability to share them quickly and efficiently.
What do you dislike about the product?
There are not many things I can say that I did not like the software, but if there is anything to point out serious in that there is a risk of instability which can be caused by poor quality of collected data, a faulty design, data loss which are a problem that would generate nonconformism in users as well as a loss of visibility. The price of their plans is a bit expensive but i guess you get what you pay for because they actually offer very complete and useful features.
What problems is the product solving and how is that benefiting you?
In my field of work we were able to automate service processes, improving workflows. Since this software is one of the best in the market generates great confidence for any company that decides to acquire it, being a solid solution to have a customer service, giving the freedom to customers and agents to interconnect efficiently to achieve the main goal which is to help customers quickly.
Recommendations to others considering the product:
If you want to have a solution for customer services that offers functionalities so varied and tailor-made for any need that is presented to your company or user, whether by chat, email or phone this software allows to provide assistance by any communication channel and by any type of device. Salesforce Service cloud focuses on interactivity, complete connectivity, and information sharing that meet your customers' social needs, no matter when and where they are.
Good platform for CS info
What do you like best about the product?
I like the easy navigation and all the tabs I can have open to look up customer service tools.
What do you dislike about the product?
I dislike the software glitches that happen that make it so I have reopen the application in Salesforce.
What problems is the product solving and how is that benefiting you?
Customer service questions and concerns regarding insurance questions.
Easy for case management
What do you like best about the product?
It is very good for managing cases and writing articles.
What do you dislike about the product?
The interface is not that easy to handle.
What problems is the product solving and how is that benefiting you?
Scheduling calls, Managing the cases, Writing articles, creating defects.
Robust solution for customer service
What do you like best about the product?
Compared to our previous solution, this feels much better in the age of HTML5, its look is modern and easy to understand, it is designed to direct the user towards what they want to achieve. Also, it is highly customizable.
What do you dislike about the product?
Due to the number of various features, initial onboarding and education takes some time and effort, you can't remember it all at once.
What problems is the product solving and how is that benefiting you?
Responding to customers' emails, tracking the tickets and internal notes, statistics about ticket statuses and resolutions, customers' phone calls turned into tickets, etc.
Recommendations to others considering the product:
Have enough time to implement and test your local deployment, especially if you are going to customize it or integrate it with other systems.
confusing at first but handy
What do you like best about the product?
The fact that unlike other crms it works smoothly and has no browser specific requirements
What do you dislike about the product?
Case-centric approach makes it easy to make multiple registrations of the same customer
What problems is the product solving and how is that benefiting you?
Customer support, case ownership is a big deal and Salesforce's implementation is very useful to that end
A Call Center in a Box
What do you like best about the product?
The Computer Telephone Integration CTI is the best part of the Sales Cloud, it automagically saves each phone call tying the phone call to the client and grabs details as the agent works with the customer. The CTI saves our agents time by capturing much of the data they would normally have to enter manually.
What do you dislike about the product?
The biggest issue I have with the Service cloud, is the reliance on the Salesforce cloud. I would love to have a standalone product, and not have to worry about Salesforce having issues with their shared environment.
What problems is the product solving and how is that benefiting you?
We use the Service Cloud to power our customer support call center. We have increased our agent's productivity since we moved to the salesforce product.
My experience
What do you like best about the product?
It gives me the opportunity to sale out as many products than I could imagine
What do you dislike about the product?
Everything was great but in general it was expensive
What problems is the product solving and how is that benefiting you?
Increase my sales heavily
Recommendations to others considering the product:
Just go download now
Interesting and easy to use interface
What do you like best about the product?
Customer relationship follow-up thanks to very easy to handle tools
What do you dislike about the product?
Access sometimes blocks, the ability to add events sometimes blocks
What problems is the product solving and how is that benefiting you?
Customer follow-up, opportunities follow-up, self organisation improvement
Useful software if you have the right data
What do you like best about the product?
It is easy to extract different reports and analyzed it. User friendly software.
What do you dislike about the product?
Sometimes there are problems with supporting from SF
What problems is the product solving and how is that benefiting you?
SF provide us the needed data regarding the right matierials which are used in our production plants.
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