Agentforce Service
Salesforce, Inc.External reviews
7,025 reviews
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Love the features
What do you like best about the product?
Love the features and user friendly layout
What do you dislike about the product?
No dislikes. Would be great if there was am application for pc
What problems is the product solving and how is that benefiting you?
Help desk tickets and crm
Salesforce
What do you like best about the product?
We use for CRM but also in hour help desk and everyone I work with loves it .
What do you dislike about the product?
Sometimes a little slow because we have hundreds of ppl using it at the same time
What problems is the product solving and how is that benefiting you?
We are able to link all the different departments together
I really enjoy the service cloud its very user friendly and great for troubleshooting
What do you like best about the product?
The ability to recieve an great amount of information in a service request.
What do you dislike about the product?
I cant think of anything I dislike about it.
What problems is the product solving and how is that benefiting you?
Troubleshooting escalated issues tier 2 and 3 I think its informative provides great tools to utilize in assiting the clients needs.
Recommendations to others considering the product:
none
Basic HelpDesk with Integration Capabilities
What do you like best about the product?
My favorite thing about Salesforce is the InContact Phone Integration.
What do you dislike about the product?
The amount of redundancy required in case escalation could be greatly improved.
What problems is the product solving and how is that benefiting you?
Business problems solved by Salesforce include the ability to track our known issues from multiple environments in one place using tags and reference numbers
Saves time and boosts productivity
What do you like best about the product?
Serves as a one-stop shop for agents engaging with customers to look up information, make decisions based on analytics, and close deals and attach related notes. Lets organization look at customer satisfaction and expectations versus real-time stats.
What do you dislike about the product?
Needs personnel to be trained in Salesforce CRM for them to completely understand and exploit its benefits. Not that effective as a standalone application.
What problems is the product solving and how is that benefiting you?
Customer engagement, improving customer satisfaction, and boosting agent productivity.
Recommendations to others considering the product:
Easier interface which requires less training and saves time on training as well as maintenance.
Generally great but can be a bit clunky.
What do you like best about the product?
I like the ease of use. I was able to learn how to use Service Cloud pretty quickly.
What do you dislike about the product?
Finding anything outside of the standard queue seems to be a bit difficult. It's never just one easy step.
What problems is the product solving and how is that benefiting you?
Our support queue is made pretty seamless through Service Cloud.
Ease of Development
What do you like best about the product?
It is very easy to set up a new portal and setting up new users to access the portal.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
What do you dislike about the product?
Being able to hide and show various tabs based on the users role was tricky to implement. If you have to create something that deviates from the normal Saleforce offering was difficult.
What problems is the product solving and how is that benefiting you?
We wanted to satisfy several customers accessing single point of entry to be able to provide return products to a customer. By allowing different companies to log into the same portal, Salesforce is able to adjust the look and feel for each customers experience. This being all configurable.
Recommendations to others considering the product:
If you require users to log into a system and have the site customized to specific user roles, this product would be good to try and implement your solution with.
Great Tool for Tracking Information
What do you like best about the product?
I like that SalesForce easily tracks customer information. Through cases and logged emails, it’s easy to track a customer’s interactions with coworkers
What do you dislike about the product?
I don’t like that progress can’t be automatically saved, and some tasks take many clicks to get to the needed results.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions with many different departments they connect with.
Work life is MUCH easier!
What do you like best about the product?
I love that Salesforce is easy to use and easy to train other's to use. I can find everything I need quickly and don't have to wait for pages to load.
What do you dislike about the product?
Nothing really. It works really well for what we need.
What problems is the product solving and how is that benefiting you?
Application runs smoothly and never lags. I can enter a search term and my results load quickly and efficiently. It makes our workday much more production.
Salesforce review
What do you like best about the product?
It is a fully featured helpdesk software and helps in doing everything in automated and efficient manner. Mobile connectivity is another feature which allows it being used from anywhere.
What do you dislike about the product?
The cost of salesforce service is on the higher side as compared to other helpdesk solutions. If we can tutorials having detailed information which can help to train the employees.
What problems is the product solving and how is that benefiting you?
It is actually very simple to use and integrates very easily with other systems. There is no need for additional forms of communication, documents, spreadsheets etc.
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