Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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A fully customizable experience for maximum data analysis.
What do you like best about the product?
I love how custom objects can be utilized to provide concise report tools to show where improvement needs to take place.
What do you dislike about the product?
The interface is not the most user friendly and looks to be congested.
What problems is the product solving and how is that benefiting you?
We wanted a way to integrate call center software with salesforce tools in order to make sure calls were monitored appropriately as a quality assurance tool
Recommendations to others considering the product:
The program has a lot of use it or lose it functions. Customer service was very easy to work with in terms of making the software do exactly what you would like to achieve.
Salesforce Service Cloud
What do you like best about the product?
I like the way salesforce has all its fields set out and also it is very easy to search for anything. Case management is very easy and our customer and clients love it as they can get portal access to create and manage their own tickets. Also they are able to search for tickets and look at all the history. We also really like the way we can link to Jira and see open bug tickets and the status of them.
What do you dislike about the product?
I do not like the fact that it is not possible to merge 2 or more tickets together, we find the reporting not very user friendly and can be difficult to get the exact data we are looking for. 3rd party plugins are not very easy to integrate with and we have spent a lot of time on this. We do not like the fact that emails are shown in plain text by default it should be that we can view emails in html by default. Queue management is not easily customisable.
What problems is the product solving and how is that benefiting you?
We use Salesforce as a way to interact with all of our customers we have links to our own internal systems as well
Recommendations to others considering the product:
Salesforce is the market leader and as long as it is setup correctly in the first place it will do wonders for any medium to large business.
Salesforce Streamlines the CR Experience
What do you like best about the product?
It is easy to pull up & search customer profiles in Salesforce. When we make contact with a potential consumer or a customer that has an issue, we can search for any history with that individual quickly & easily using Salesforce.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
What do you dislike about the product?
The email platform on Salesforce sometimes can be laggy & run into issues with bouncebacks. Not being able to send out email communication to customers in an efficient manner can be frustrating.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
What problems is the product solving and how is that benefiting you?
We are solving consumer issues quickly & easily for adidas by being able to streamline the communication framework that we have with all of our customers.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Recommendations to others considering the product:
Make sure to get them to finetune the email client, so you do not have bounceback & email failure issues.
Excellent service tool
What do you like best about the product?
Independent customer information to allow customers to find their own answers while also providing live chat software. The ability to maximize agent productivity. Wide coverage including, social media, mobile, email, etc.
What do you dislike about the product?
Limited integration capabilities with other systems to share data; workflow tool is not super intuitive.
What problems is the product solving and how is that benefiting you?
Customer service support and management as well as help desk capabilities / live chat.
Recommendations to others considering the product:
Excellent for companies who are looking to provide live chat and empowering customers up front to solve their own problems. Allows CS reps to engage more fully with the customer and provides better tracking capabilities relative to issues, etc. Workflows could be better but definitely better than other tools on the market.
Powerful customer management system
What do you like best about the product?
Gives the agent more power over the data they see to help them respond to customers.
What do you dislike about the product?
Can be a little cumbersome to learn although once you do, it becomes a breeze to use.
What problems is the product solving and how is that benefiting you?
Faster same-day-resolution when using Service Cloud.
Salesforce Service Cloud
What do you like best about the product?
Related cases, projects, etc open in sub-tabs.
What do you dislike about the product?
Often is slow to respond, resulting in timeouts.
What problems is the product solving and how is that benefiting you?
Resolving customer issues and completing implementation projects.
Recommendations to others considering the product:
Read the documentation, take a training course.
Efficient but at times confusing
What do you like best about the product?
I like that you can keep a record of everything to do with a particular customer - if a customer calls in I can instantly bring up their file and find out their buying history and any issues related to their account.
What do you dislike about the product?
Putting in a case and other tasks can be quite confusing and I am never 100% sure if a formula or flow is working.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place, it is like a giant library and is incredibly helpful for our business
Love the flexibility
What do you like best about the product?
The Service Cloud has given us one platform to handle all channels of support. The automation of creating cases within each of those channels creates cost savings and reduces handling time. We are constantly finding new and better ways of using the tools offered in Service Cloud.
What do you dislike about the product?
Initially, we were finding it challenging to set up the tools to work for our situation and our workload. It may be that the Contacts are more flexible when designing the heirarchy for multi-level Client situations.
What problems is the product solving and how is that benefiting you?
Our business required that our agents log into several third party tools alongside our instance of Salesforce. By implementing the Service Cloud we were able to consolidate those third-party tools and reduce the number of applications the agents had to navigate.
Salesforce Overview
What do you like best about the product?
I like how easy to use it is. It helps provide the main info I need regarding my client's account when speaking to them. The Chatter feature has made it easy to chat with other teams to resolve an issue quickly with conversations documented rather than emailing them separately.
What do you dislike about the product?
At times it is hard to sort through previous conversations with our clients. I don't know if this is necessarily something that is salesforce fault rather than our company having an odd processes.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
What problems is the product solving and how is that benefiting you?
I am not sure this question applies.
Salesforce for Customer Support
What do you like best about the product?
Everything relating to the customer account (support tickets, contacts, studies, feature requests, sales, etc) are very organized and easy to find at a moment's notice. This is great for customer support because I can easily know who I'm working with, which product they're using and the types of questions they've asked previously.
What do you dislike about the product?
It is very difficult to send an email from the phone app. Given that most of our interactions with our customer come in as emails, the app is a great platform to view a support ticket, but I have no way of responding to them, without going through my external email application. This prevents the email from attaching to the ticket.
What problems is the product solving and how is that benefiting you?
We are a SaaS company, working with clinical trial research. In my position, we are helping customers build studies for clinical trials, solving issues when the software does not work as expected and answering questions about functionality. Salesforce is great because we can track what issues often come up for different customers, which customers call in the most, and what features the customer request.
Recommendations to others considering the product:
Play around with it! The service is very intuitive and easy to pick up. Metrics are much easier to track and to meet since my company started using it.
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