Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Best in class ITSM tool in current market. Ease of deployment and configuration.
What do you like best about the product?
Easy to deploy and configure the workflows and use cases without any hassles. Best part is the configuration of dashboards for clear analytics.
What do you dislike about the product?
Role permissions need to be enhanced as when creating org structure, there are many items that are only editable at admin level roles. Dashboards do not refresh in real-time, and we need to reload the page every time.
What problems is the product solving and how is that benefiting you?
Effective case management, followup adherence checks, SLA and case milestone management.
Recommendations to others considering the product:
Best in market ITSM tool which will tick all your needs.
why i like salesforce
What do you like best about the product?
there is many things i like in saleforce to be honest but the most is the easy Dashboard it's easy to understand and use and the availability to find all the important information of customers in one place and also powerful analytics tools it's great ! aslo great price and excellent support also , and the LiveChat is great and makes things easy for us
What do you dislike about the product?
there is nothing I dislike really. It's just great
What problems is the product solving and how is that benefiting you?
understanding the customer needs and Improvement in the experiences of the customers helping the process transformation of the customer experiences with the help of building the communication channels maintaining the live agent simultaneously also Providing speedy solutions and the Automated Response is helping us really as must customer needs an answer on a common question also being able to use it on mobile phones helps me alot
My Thoughts on Salesforce
What do you like best about the product?
I love being able to scroll through the knowledge base on the same page.
What do you dislike about the product?
How refreshing the page disconnects OMNI
What problems is the product solving and how is that benefiting you?
There are numerous problems I am solving with Salesforce which range in degree.
This helps get so much done
What do you like best about the product?
Sales force helps keep our data all in one place
What do you dislike about the product?
Nothing I like salesforce a lot it helps keep everything organized
What problems is the product solving and how is that benefiting you?
We are able to pull up multiple people that we need to work on and show other coworkers
Salesforce Review
What do you like best about the product?
It helps my department communicate with other departments and relay information in an efficient manner.
What do you dislike about the product?
Can be overwhelming to use and difficult to integrate with all your different systems if you do not have an expert.
What problems is the product solving and how is that benefiting you?
Benefits are seen from a collaboration aspect between different departments across my organization. It makes my job a lot easier when I am able to pull up the contract and other important details easily.
Recommendations to others considering the product:
Do your research and see if it is the right product for you. It may not be for your organization and it also is pretty expensive as well.
SALESFORCE, A MORE INTELLIGENT APPROACH
What do you like best about the product?
Salesforce Service Cloud benefits not only a company but the customers alike. I have worked in the BPO industry before, and I know how crucial self-service portals are. As a customer, this is a more straightforward approach to resolving problems. I'd instead fix an issue by myself rather than wait in queue for an agent to assist me.
What do you dislike about the product?
With the months that I have used Salesforce Service Cloud, I have not yet encountered any problems or struggles.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves companies' problems regarding the workforce and staffing. The situation in staffing has been a problem, especially for BPO companies. Having worked in a BPO company before, we have always stressed the importance of encouraging our customers and clients in using self-help portals such as Salesforce Service Cloud.
Recommendations to others considering the product:
Salesforce will make things easier for both companies and clients alike. Using Salesforce will resolve the problem of phone call queues and will speed up the process of solving problems.
Great and Flexible low-code tool
What do you like best about the product?
I would say it's the Airkit Team's professionalism and eagerness to achieve their customers' business needs.
What do you dislike about the product?
Honestly, I can't think of anything that I dislike from the tool and the team.
What problems is the product solving and how is that benefiting you?
Our client aims to improve their customers' experiences thru engaging them in various digital journeys. I realized that Airkit has all the capabilities to achieve that goal with minimal effort from the client. Handy tool!
Recommendations to others considering the product:
From a Project Management standpoint, working with Airkit using Agile Methodologies made it easier for us to achieve our business goals. I have nothing but high praises to their Projects and Dev teams who worked with us and shared their expertise even to those who aren't well trained with app development - like me!
Airkit Implementation Experience
What do you like best about the product?
Not only does the technology provide added value to our call center solution, the Airkit team is top-notch. They make the extra effort to move the implementation process along but also listen to suggestions and look for ways to enhance the experience and provide additional value.
What do you dislike about the product?
I think one area of improvement would be around automation of the metric data.
What problems is the product solving and how is that benefiting you?
The key value we derive from the Airkit solution is the call deflection to a self-service web based solution that helped us reduce our handled call volume by 20%. Additionally, the messaging capability that notifies a customer if their search criteria is met by subsequent data updates is a fantastic customer service feature.
Integrating with Airkit was smooth and support from their team was timely and awesome!
What do you like best about the product?
Level of effort it took to create a custom journey and elevate the digital experience for our customers
What do you dislike about the product?
Nothing as of now. Has been working well for us as expected.
What problems is the product solving and how is that benefiting you?
Automating our manual activities
Recommendations to others considering the product:
Excellent tool if you want to reduce your sdlc and provide the functionality to end-users and automate business processes
Market leader in CRM
What do you like best about the product?
Salesforce helps us with all sorts of CRM.
What do you dislike about the product?
Cost of usage. We get very little time to experiment.
What problems is the product solving and how is that benefiting you?
It helps in marketing. We were able to automate few scenarios and reduce manual efforts using Salesforce as CRM
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