Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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External reviews are not included in the AWS star rating for the product.
Works well for the tasks I need to perform at work
What do you like best about the product?
I like that Salesforce is able to "dump" information from one system into Salesforce. I like that the system is web-based and can be accessed from any computer, tablet or smart phone. I like that the system is user friendly. It took me about two weeks to learn the basics of the website.
What do you dislike about the product?
I do not like that once a client is pulled up in the system that you have to click the "c" number in order to continue with the client profile. I also do not like that it takes 24 hours to see notes from another system in Salesforce. I do not like that every time I log on from the same computer I have to authenticate. There should be a way to change the frequency of the authentication.
What problems is the product solving and how is that benefiting you?
There are no specific problems that I solve with Salesforce. We use it strictly to enter information. The benefit is that it is web based which allows for access anywhere.
Recommendations to others considering the product:
I would recommend Salesforce to other organizations that need to communicate with other systems. Salesforce allows for notes to be viewed 24 hours after case note is entered from another system.
Very powerful platform but the UI feels dated
What do you like best about the product?
I honestly don’t think there’s anything else as powerful as Salesforce for managing a wide range of business areas, from sales to support and everything in between.
What do you dislike about the product?
The UI feels noticeably dated in certain areas. Some parts simply look old compared with newer tools.
Also, a lot of actions seem to trigger loading screens, even for fairly simple tasks, and that can slow you down over time. Things like attaching files or updating records often take longer than they probably should.
Also, a lot of actions seem to trigger loading screens, even for fairly simple tasks, and that can slow you down over time. Things like attaching files or updating records often take longer than they probably should.
What problems is the product solving and how is that benefiting you?
It brings a lot of different processes into one system. We use it to manage the sales pipeline, track projects, handle expenses, and support customers once they’re live.
The biggest benefit is having everything in one place instead of spread across multiple tools. It’s much easier to see what’s going on at any given time, and it helps keep things consistent across the business.
The biggest benefit is having everything in one place instead of spread across multiple tools. It’s much easier to see what’s going on at any given time, and it helps keep things consistent across the business.
It's our enterprise tool for external/internal tickets
What do you like best about the product?
I like that it holds people to a consistent SLA. I like that there's ownership by always having someone own the ticket. The notifications via email have gotten a lot better. They used to be a lot more frequent & annoying, but as someone who doesn't use the tool every day, the frequency has gotten a lot better.
What do you dislike about the product?
I think it's a bit of a robust tool for users not using it every day. I think the way it's set-up doesn't make people very inclined to submit a ticket. It's a delicate balance I realize between wanting to make sure it's easy for someone to submit a ticket, and making it too easy. You also need all the important details in order to route it to the right stakeholder.
What problems is the product solving and how is that benefiting you?
Solving requests internally and externally.
Recommendations to others considering the product:
I would use this if you have complicated internal & external ticketing systems. If you have a simpler use case I would wait to upgrade.
Great ticketing system
What do you like best about the product?
Its precise and detailed documentation. It can be bloated in that regards.
What do you dislike about the product?
It can take some getting used to as it is a large tool.
What problems is the product solving and how is that benefiting you?
Documenting tickets.
Short and easy
What do you like best about the product?
I love the straightforward approach. No need for an extensive training. Everything is easy to process and I could get started very easily
What do you dislike about the product?
I really dislike the design and theme. I think it can be improved to be more catchy or appealing.
What problems is the product solving and how is that benefiting you?
We have a more direct approach to our target. It really helped us in drafting our statements for our events
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.
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