Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Great Experience
What do you like best about the product?
It has a very smooth learning curve. And it covers most of the social media channels so its very easy to keep track of clients across different channels. It also makes it easy to correlate client cases although this needs more work.
What do you dislike about the product?
The software is a bit on the slower side and you need the patience to wait for things to get updated. The approval workflow is buggy and hard to use.
What problems is the product solving and how is that benefiting you?
We are using it as our primary client interaction platform and handle all client cases via Service Cloud.
For a sales based profession there is no substitute
What do you like best about the product?
The different types of data that I can get and as well as adding and removing unnecessary functions.
What do you dislike about the product?
Can have a steep learning curve at times
What problems is the product solving and how is that benefiting you?
Client Management and organization are the key features
Self Service for Salesforce users
What do you like best about the product?
Look and feel of the lightning experience is much more modern. I like the spring 18 release features around deflection of self service cases
What do you dislike about the product?
Using Apex code and previous versions were not so flexible.
What problems is the product solving and how is that benefiting you?
Decrease cost of customer interactions by offering self service
Recommendations to others considering the product:
Make sure you have a web developemnt person on staff if you plan on doing a lot of pixel perfect styling to be inline with corporate style guides.
Nice CRM, good for team reporting
What do you like best about the product?
The reporting out of Salesforce is by far superior to any other CRM I've used, due to both account management and ticketing resting in the same tool Salesforce gives us a competitive advantage.
What do you dislike about the product?
Cost, due to Salesforce name the software automatically cost 3x more, plus unless you have a Salesforce Admin/Developer internally the cost to implement can be astronomic.
What problems is the product solving and how is that benefiting you?
Consolidating Acct Management and Ticketing into a single dashboard is incredibly useful in order to drive speed to resolution.
Complicated but rewarding
What do you like best about the product?
I really like the ability to better customize the integrations and the way we use it to our needs
What do you dislike about the product?
I wish that the views in lightning and classic were a little more aligned, I feel like when I switch I am looking at an entirely different thing even though it is all the same page in 2 views.
What problems is the product solving and how is that benefiting you?
All Customer cases come through sales force and then another queue is used by our help deskteam for cases opened by us.
Salesforce service cloud
What do you like best about the product?
1.Simple UI Simple workflow building and management
2.Multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.
3.As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.
2.Multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.
3.As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.
What do you dislike about the product?
1.I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.
2.The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.
2.The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.
What problems is the product solving and how is that benefiting you?
This tool was make easy my help desk task in end 2 end. The live chat and self service option is really great and it reduced most of the internal man works.
Recommendations to others considering the product:
Hi Users,
This is really good tool for customer services. it will reduce most of the man work by self service method. so i am strongly recommend this one.
This is really good tool for customer services. it will reduce most of the man work by self service method. so i am strongly recommend this one.
Easy to use
What do you like best about the product?
Easy to move around the site. No major issues to deal with.
What do you dislike about the product?
There is nothing that I dislike about this software.
What problems is the product solving and how is that benefiting you?
Easier to contact customers and message other staff members within our organization.
Excellent Support and the technology
What do you like best about the product?
Their solution is very good. They have dynamic knowledge base, easy API Integration, Social media integration, live web chat support, good dashboard, workflow and approval automation. All these are the basic needs for any business that requires customer support.
What do you dislike about the product?
Their price is higher as compared to other platforms. My package is Lightning Essentials and for this they are currently charging around $25/user per month. I am receiving their bill on the yearly basis but they are not providing any promotional code or discount in that.
What problems is the product solving and how is that benefiting you?
I am using that for multilingual support and their mobile app integration. They have predefined APIs that are easy to integrate into various platforms.
Recommendations to others considering the product:
Just recommendation is to lower their prices seeing the market competition and to simplify their rules assignment engine.
Easy interface, somewhat glitchy
What do you like best about the product?
Fairly easy to navigate, organized, and easy to teach others to use
What do you dislike about the product?
Can get very glitchy, and I have to close the program and clear cache and cookies fairly often to get it to work properly.
What problems is the product solving and how is that benefiting you?
Use salesforce to solve customer issues.
User friendly
What do you like best about the product?
Problem specific, easy to navigate, easy to build reports and dashboards
What do you dislike about the product?
Restrictions on users vs group capabilities, one way feed of data
What problems is the product solving and how is that benefiting you?
Customer service
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