Agentforce Service
Salesforce, Inc.External reviews
7,025 reviews
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Makes work easy
What do you like best about the product?
I like that anyone can use it. It's easy to follow easy to use. It makes my job easier in the way it transfers their info instead of manually doing it.
What do you dislike about the product?
It can be sort of expensive but if the company is large enough it proves to be very beneficial
What problems is the product solving and how is that benefiting you?
It organizes the people better and makes finding them more efficient
Functions to expand your sales
What do you like best about the product?
Chat and calls are two elements that are part of the Salesforce Service Cloud and we usually use it. Contact with the customer is paramount and having an application that helps you manage communication with the customer ensures that this contact is more appropriate for both the seller and the customer.
Two other elements that improve communication and are integrated into this software are the integration with Outlook, which allows you to send and receive emails and campaigns more easily and on the other hand, mobile messaging, which allows you to be connected to the clients at any time.
It also has several tools and functionalities that allow you to better manage sales within your company. These tools and extra functionality allow us to know what aspects you should try to improve so that communication with the customer is better and at the same time that sales can also increase.
Two other elements that improve communication and are integrated into this software are the integration with Outlook, which allows you to send and receive emails and campaigns more easily and on the other hand, mobile messaging, which allows you to be connected to the clients at any time.
It also has several tools and functionalities that allow you to better manage sales within your company. These tools and extra functionality allow us to know what aspects you should try to improve so that communication with the customer is better and at the same time that sales can also increase.
What do you dislike about the product?
It is possible that with the passage of time you end up needing more and more applications and integrations. Every new application you need has to pay for it, so when you want to expand your sales system by adding new applications to your company, it will increase the cost.
The learning of the operation of the application, the integrations and the management of communication through elements such as LiveChat is something that requires certain knowledge. You need a period to be able to use all the sales and communication tools that the system has.
The learning of the operation of the application, the integrations and the management of communication through elements such as LiveChat is something that requires certain knowledge. You need a period to be able to use all the sales and communication tools that the system has.
What problems is the product solving and how is that benefiting you?
Our sales system needed a change, an adaptation that allowed us to improve the profitability of our products.
Salesforce Service Cloud has helped our company have a better organization of the client list and the data we have from them.
The communication that we establish with our clients is also much more direct, since the available Livechat allows us to resolve any doubt or problem in much less time and at the same time allows us to inform our clients of our new products, promotions and changes that we have made.
The tools available in the application have also helped us to better understand the tastes and needs of our customers, which allows us to adapt our products to their interests.
Salesforce Service Cloud has helped our company have a better organization of the client list and the data we have from them.
The communication that we establish with our clients is also much more direct, since the available Livechat allows us to resolve any doubt or problem in much less time and at the same time allows us to inform our clients of our new products, promotions and changes that we have made.
The tools available in the application have also helped us to better understand the tastes and needs of our customers, which allows us to adapt our products to their interests.
Recommendations to others considering the product:
The sales system in a company is an element that must be taken care of, since a large part of the business profits depend on sales. Salesforce Service Cloud helps to have better organized data to communicate faster and more directly with your customers and to obtain more means to show and sell your products.
It was a highly scalable platform
What do you like best about the product?
The myriad of applications available at App Exchange that makes the system robust and adaptable to complex business use cases
What do you dislike about the product?
The Classic interface looks old - Lightning is better!
What problems is the product solving and how is that benefiting you?
Case Re-routing to the right agent, SLA Tracking with Entitlements and Milestones, Live Chat functionality
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Recommendations to others considering the product:
Look at the documentation first and understand the limitations/restrictions of the portal before implementation. Certified Service Cloud consultants are recommended to oversee the initial phases to identify gaps and suggest potential workarounds if business use cases become complex and platform customization is needed
Great SAAS based system
What do you like best about the product?
Everything in one place for support issues.
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
What do you dislike about the product?
Not much to dislike, can seem like an expensive solution,
What problems is the product solving and how is that benefiting you?
Support issues for our various software.
Recommendations to others considering the product:
Worth spending the time to develop
Great Support management tool
What do you like best about the product?
I like that it integrates with our in-app intercom chat, as well as emails, all into one spot on service cloud. It is also convenient to see all past communication, as well as have information about invoicing on hand. It is super easy to assign (drag and drop) and reassign.
What do you dislike about the product?
It's hard for our team to be on top of old cases that become new again. If a customer responds to an email that was closed out a while ago, only the person on the case gets notified.
What problems is the product solving and how is that benefiting you?
One place for all our support tickets.
User friendly less complicated CRM solution.
What do you like best about the product?
The best feature is that it provides you the 360-degree view of your customer when you are in the service console.
UI is userfriendly.
Easy to customize.
Easy to integrate with other services.
Great apps are available over app exchange.
Great Support.
UI is userfriendly.
Easy to customize.
Easy to integrate with other services.
Great apps are available over app exchange.
Great Support.
What do you dislike about the product?
When they find about any new bug in the system it takes a lot of time for them to fix. Sometimes its months.
Idea exchange is of no use because an idea to get it to deliver it will take 6-7 years.
Idea exchange is of no use because an idea to get it to deliver it will take 6-7 years.
What problems is the product solving and how is that benefiting you?
One stop shop for all the customer related information.
Communicate and log case from one window.
Gives you the history for old cases. Many other features.
Communicate and log case from one window.
Gives you the history for old cases. Many other features.
Work life
What do you like best about the product?
What I love best Salesforce Service Cloud is how easy this system is to use and manage.
What do you dislike about the product?
What i dislike about Salesforce Service Cloud is that I wish that the flow was better instead of having to go back to the case home.
What problems is the product solving and how is that benefiting you?
The problems Salesforce Service Cloud has solved for me is that it helps at work with organization and productivity.
The best choice for Live chat
What do you like best about the product?
Snap-in of Salesforce is helpfull and easy to setup and use for agent. This's good feature of Salesforce. User can custom easily as requirements
What do you dislike about the product?
The pricing is high while there are a lot of free software
What problems is the product solving and how is that benefiting you?
Agent can do support for customer omni-channels. That's easy to setup and use for agents
Reliable
What do you like best about the product?
Doesn't freeze, so it is always reliable. Some other applications cannot be trusted because they can't always be accessed.
What do you dislike about the product?
I dislike the fact that it is hard to search for customers specifically in a large database
What problems is the product solving and how is that benefiting you?
It is a great place to store customer information, briefly detailing the transaction and has their contact information so that you can pick up where you left off.
Recommendations to others considering the product:
Try it out!
Great solution
What do you like best about the product?
It is very easy to use especially for customers that are not very confident when using new technologies. Great UI too!
What do you dislike about the product?
The client facing side looks good but our side of it is a bit overcrowded with tabs for my liking.
What problems is the product solving and how is that benefiting you?
Use it to help customers with their IT issues.
Recommendations to others considering the product:
Reliable, cheap and efficient solution.
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