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.
SF
What do you like best about the product?
Web based platform allows me to open multiple tabs to review client information without having to re-enter credentials or start over
What do you dislike about the product?
There could be more room for customization to allow SalesForce views to be modified
What problems is the product solving and how is that benefiting you?
Mass e-mails, campaign management have improved by using SalesForce service cloud
Recommendations to others considering the product:
Getting used to individual sections (cases, activity history) may take some time but allows for better focus depending on your unit's specialty
Great experience
What do you like best about the product?
I like that I can see what other people say about customers without having to ask people it is all documented on their account
What do you dislike about the product?
A lot of manual work,
Sometimes I do something at work and then have to go back and document takes a lot of time
Sometimes I do something at work and then have to go back and document takes a lot of time
What problems is the product solving and how is that benefiting you?
Customer centric we want to see a 360 view of the customer
Great platform with seamless user and worker experience
What do you like best about the product?
Service cloud has the best of breeding contact center front office capabilities with case creation, assignment, escalation, knowledge base and the service console.
What do you dislike about the product?
Things such as Live Channel implementation, Omni channel are a little esoteric
What problems is the product solving and how is that benefiting you?
Case/Ticket Management, Customer Service, Workload balancing
Excellent features
What do you like best about the product?
Easy to configure
Tons of features and resource availability
Tons of features and resource availability
What do you dislike about the product?
More service features needs to be introduced in lightning framework
What problems is the product solving and how is that benefiting you?
Service desk support
Best CRM Platform
What do you like best about the product?
I like how customizable the platform is no matter what your workflow is.
What do you dislike about the product?
Not too much to dislike since its so flexible.
What problems is the product solving and how is that benefiting you?
One unified platform to view all customer info. We can do this and link to our other systems that have even more info customer facing reps need to see.
Easy to use, modern and convenient
What do you like best about the product?
The interface is user friendly. It is so easy to access from anywhere and that makes it wonderful for me. The ability to customize and so easy to set up.
What do you dislike about the product?
The pricing is a little high. But, I do think it is worth it. You do get what you pay for with this service. It sometimes can lag which is annoying on a busy day with deadlines.
What problems is the product solving and how is that benefiting you?
I am able to track all of the service issues so easily and keep on top of everything- I was drowning before just using spreadsheets and email searching
Desk preferred to Zendesk
What do you like best about the product?
Pretty interface, uses tagging to set up automations, easy to set up filters.
What do you dislike about the product?
Not super easy to set up integrations compared to Zendesk.
What problems is the product solving and how is that benefiting you?
Customer support interface and help desk. Just overall a really easy, clean product to use to manage inbound email requests.
Recommendations to others considering the product:
I really preferred this product to Zendesk for a CS interface at a small company.
Infinite possibilities!
What do you like best about the product?
How flexible and easily accessible it is! Sales force has proven to evolve and grow as business need change.
What do you dislike about the product?
The look and feel is outdated. Creating new reports is not intuitive.
What problems is the product solving and how is that benefiting you?
Better reports, tracking data, metrics of Team. Unlocking the potential of SF makes it a viable solution for tracking so many processes.
Salesforce Service Cloud
What do you like best about the product?
The ease of access from anywhere and mobile compatibility.
What do you dislike about the product?
Cannot copy and paste any screenshot from the app to email clients.
What problems is the product solving and how is that benefiting you?
Customer service requests where customer can get to the problem resolution quickly.
Great for following up on account information
What do you like best about the product?
Able to have different queues for diff departments in the company. Easily see who manages the case, changes that are being done and sending emails directly from sales force.
What do you dislike about the product?
Can't edit same multiple contacts or merge them together as one. Often you will see two contacts listed on account with same name and phone but can't merge into one, it remains as one.
What problems is the product solving and how is that benefiting you?
Love being able to communicate, document and send information over to other employees and departments even if they're out of the office. Salesforce allows you to link to your email for notifications on cases being worked.
Recommendations to others considering the product:
Can be used from internal communications and documentation to using as a patient based software
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