Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
what do you want to do?
What do you like best about the product?
It's pretty wide open with how you want to use service cloud.
What do you dislike about the product?
The only downside is it generally requires either a full time administrator or someone who is very tech savvy and who has a lot of free time on their hands.
What problems is the product solving and how is that benefiting you?
Anything and everything
Does the job/not perfect
What do you like best about the product?
MOST of the features are beneficial, at least the ones that we use on my tier. The most important is how efficient it is to record important information and make it accessible for other users of the site to obtain it. In addition to that, it increased speed for us to be able to reach more clients per day. And to top that, it allows us to sort by time so we are never accidentally calling clients in different time zones too early in the morning (its difficult being on the east coast trying to get in touch with somebody on the west coast hehe).
What do you dislike about the product?
Overall, the site is pretty successful and I love using it compared to ones that I have used in the past. There are a few issues I've found in using Salesforce over a longer period of time.
* Very slow - it can take several minutes to get a page to load occasionally, or after I submit some information on a person's profile it can take a while before I'm ready to move to the next just to be sure it doesn't accidentally submit to another person's profile (so many oops moments when that happens)
* Occasionally it will look like its not loading, you might hit save again, only to find that the addition you have submitted has entered/loaded several times
* Very slow - it can take several minutes to get a page to load occasionally, or after I submit some information on a person's profile it can take a while before I'm ready to move to the next just to be sure it doesn't accidentally submit to another person's profile (so many oops moments when that happens)
* Occasionally it will look like its not loading, you might hit save again, only to find that the addition you have submitted has entered/loaded several times
What problems is the product solving and how is that benefiting you?
It allows us to successfully screen/communicate with clients and share the information with other members of the team so we can all stay on the same page. Far more organized than previous sites/methods we have used.
Recommendations to others considering the product:
Take some time to get to know all of the features before jumping in. It is a fairly easy site to use/intuitive, but if you're not taking advantage of all the features it can be less than ideal for your company.
Great system!!
What do you like best about the product?
I like that everything is under one system.
What do you dislike about the product?
Just that the notifications don't allow you to click on it
What problems is the product solving and how is that benefiting you?
keeping track of our customers and orders placed
Recommendations to others considering the product:
It's a great product.
The greatest thing is the Support
What do you like best about the product?
Salesforce again has set the benchmark for what service solutions should aspire to. It's got most of what you need and is very comprehensive.
What do you dislike about the product?
Sometimes things as far as use of the solution took us longer than we would have liked. We did contact support who offered good solutions to minimize this though.
What problems is the product solving and how is that benefiting you?
We had been looking for a good cloud solution to be part of our current solution set. This was something that complimented us well.
Recommendations to others considering the product:
Try this if only to experience what great support Salesforce offers.
If your not using Salesforce, You Should
What do you like best about the product?
I like the fact that all the agents are able to access the same information without the need for individual logins for different systems.
What do you dislike about the product?
I do not like the time frame in which it takes to update certain services.
What problems is the product solving and how is that benefiting you?
I have no business problems to solve with Saleforce. The benefits with thier customer service causes me to rate the high review.
Mobility and Flexibility
What do you like best about the product?
I enjoy the Salesforce interface - all of my tasks and processes are centralized in the software, and it's easy to juggle customer service tickets via phone and email. It connects well with Talkdesk (our phone software) and Olark (for live chatting) to collect all inbound and outbound correspondences in one platform.
What do you dislike about the product?
The reporting and tagging features can be cumbersome. The service cloud can be tricky to master, and process is crucial for accurate record-keeping.
What problems is the product solving and how is that benefiting you?
We join all of our tickets - chat, email, phone, and web form - into one central location with the Service Cloud app. This helps us keep track of all open correspondences, without needing to document or itemize materials across the various platforms that we use.
Recommendations to others considering the product:
Appoint an employee to manage and maintain the company's interactions with the product to guarantee smooth implementation and access for all employees at varying levels/ departments.
Really good
What do you like best about the product?
The system works really well with client based companies
What do you dislike about the product?
Nothing it’s an absolute top notch system
What problems is the product solving and how is that benefiting you?
Customer service queries
Salesforce
What do you like best about the product?
Very easy to navigate through, user friendly, every feature is easily identifiable
What do you dislike about the product?
There are not any features that I can think of
What problems is the product solving and how is that benefiting you?
It's utilized for patient benefits verification
Fool proof
What do you like best about the product?
Easiest management software used daily
What do you dislike about the product?
Training lacks some necessary pin points
What problems is the product solving and how is that benefiting you?
It helps keep track of all client/customer information in one easy location
So easy to use my cat could do my job
What do you like best about the product?
The interface is incredibly user friendly and it stores all your information for every customer you’ve spoken to all day which is perfect for call backs!
What do you dislike about the product?
Sometimes it can be a little slow to load or the fields will clear randomly
What problems is the product solving and how is that benefiting you?
I love being able to track all my contacts in one place
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