Agentforce Service
Salesforce, Inc.External reviews
7,025 reviews
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External reviews are not included in the AWS star rating for the product.
Effective and easy to use
What do you like best about the product?
The ability to customize your help desk site is key. We were able to make it look our actual site. Its also effective for our company for interacting with our customers.
What do you dislike about the product?
There's not a whole lot to hate about it. Its fairly straight forward and easy to use.
What problems is the product solving and how is that benefiting you?
Customer interaction is easier and more effective. We are able to manage communication more efficiently.
Great program!
What do you like best about the product?
The ease of use! It's got a lot of handy features, like showing your open cases on the homepage as well as the recent programs that are being featured for the company. It's really useful and makes it easier to help customers with what they need.
What do you dislike about the product?
I dislike the fact that they recently changed the side the phone was on, and I can no longer see omni view and my phone at the same time which has not always been the case. I also dislike the fact that I can't save cases in resolved any more.
What problems is the product solving and how is that benefiting you?
It's becoming easier to help customers because information is more at our fingertips than it was in the past.
Salesforce
What do you like best about the product?
It is an excellent place to keep client information, lots of versatility.
What do you dislike about the product?
Searching sometimes does not provide information, there are different ways to search.
What problems is the product solving and how is that benefiting you?
Client relationship management
Good experience
What do you like best about the product?
Service very likely and appreciated for your supportgood
What do you dislike about the product?
I don’t have words to say I don’t like the service
What problems is the product solving and how is that benefiting you?
Everything is liked very convenient
Salesforce
What do you like best about the product?
Salesforce is an easy to operate and manage interface. It provides the details with various flags and provides different views that can be customized as per convenience.
What do you dislike about the product?
Sometimes even after refreshing the page you still see the previous contents and it needs to be refreshed multiple times.
What problems is the product solving and how is that benefiting you?
It is really needed for a business like customer support.
Great features and Helpful Application
What do you like best about the product?
This service makes it so simple to get assistance when having issues on Salesforce.
What do you dislike about the product?
Sometimes the "Help" section does not have an answer that actually helps.
What problems is the product solving and how is that benefiting you?
The Help Desk and Live Chat makes it effective and efficient to problem solve independently.
Recommendations to others considering the product:
This is a great "Add On" to go along side the Salesforce CRM platform for businesses with a large amount of employees that work independently because you can literally get help right from your device without leaving the Salesforce platform.
Sales force service cloud
What do you like best about the product?
I enjoy salesforce for its ability to turn customer emails into cases. This allows other people within the team to handle customer emails if the original recipient is not available.
What do you dislike about the product?
Salesforce is pretty good overall but every once in a while it does “go down” this is tough for us bc it is so integral to our internal processes.
What problems is the product solving and how is that benefiting you?
The ability for all members on a team to see the correspondence with a client.
Fairly decent customer self-service solution
What do you like best about the product?
Great for call center agents and other market-facing employees. Out-of-the-box integration with Service Cloud provides seamless self service and a 360-degree customer view. Minimizes handoffs and callbacks because of lack of customer information, thereby providing a seamless and delightful customer experience.
What do you dislike about the product?
Not as versatile as claimed by Salesforce. For example, it can't easily be customized to mimic an organizational view for B2B firms with intermediated business models and presence of distributors.
What problems is the product solving and how is that benefiting you?
Seamless customer experience by minimizing the need for customers to repeat themselves or provide information multiple times. Also for single customer view across all product lines and channels.
Recommendations to others considering the product:
Give it a try. It might just be what your organization needs.
Quick time to deployment and easy to use
What do you like best about the product?
The console screen is my favorite feature and it is the feature that most clients love. It can be very simple for basic use or can be customized for detailed information where you can include analysis, KPIs and an overall 360 degree view of the customer. With customization the possibilities are endless.
What do you dislike about the product?
Only basic functionality is available out of the box and sometimes, basic tasks that should out of the box require some customization. Some sample workflows are available but are not robust enough for businesses. The new and improved process flow provide more functionality, but may require more technical skills than an admin level type.
What problems is the product solving and how is that benefiting you?
It provides a 360 degree view integrating multiple systems which helps the agents or the manager see all pertinent information while talking to the client without accessing multiple systems. It provides call logging and call recording (depending on the CTI/IVR chosen) and many other quick features to make the agent more efficient.
Recommendations to others considering the product:
When considering Service Cloud you should evaluate the technical expertise in your company. While the application can mainly be configured by an admin with novice technical skills, some features such as integration, branding and performance may require architectural type skills. If your company is small and all you need is the ability for customer to self service or for your agents to log calls, then having an admin on hand will suffice. If you are looking to take the software to an enterprise level, a technical expert support is a must.
Great Customer Overview and Support Platform
What do you like best about the product?
The different methods of submitting support requests and dynamic routing. You can submit requests through chat, email, and support forms. This tool has a great email2case tracking functionality that allows customers to even login to view their case. Agents can quickly look through their queue to see what they need to address based on priority or escalation. This platform allows agents to use predefined templates based on specific requests that come in.
What do you dislike about the product?
If you are not a Salesforce Admin, this can take some time to learn and setup. You will need someone with Salesforce experience to set this up in order to get the best experience with this platform. If you are currently using this platform but in classic version, it can take time to adjust configuration and user experience if you want to switch to lightning experience.
What problems is the product solving and how is that benefiting you?
Quickly connect with customers allowing agents to easily navigate through the cases. Agents also have different methods of communicating with the customer and better visibility of the customer. For example, how many cases they submitted previously, previous communication, entitlement status, and even previous products they purchased.
Recommendations to others considering the product:
Great for a 360 view of your customers. If setup correctly, you can run great reports/dashboards of incoming cases allowing you to setup KPI's for your internal support team. If you want to view your internal support process, this gives you great measurements on duration of incoming cases being closed and volume of cases closed by agent. This can be implemented for any size of support teams and customer volume.
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