Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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External reviews are not included in the AWS star rating for the product.
Keeping the team honest and the organization humming!
What do you like best about the product?
The analytics and reporting engine for the service cloud is superb. It is intuitive, clear, and provides the data I need with a click. The fact that I can produce dashboards for the team to review and monitor is an added bonus that no other platform does.
What do you dislike about the product?
The most cumbersome thing about Salesforce is that to configure the system, you almost always need to hire a consultant. The fact that they make it a money making machine for other organizations is annoying to say the least. Luckily, we put it in the time to configure it properly, so it wasn't a repeat offence.
What problems is the product solving and how is that benefiting you?
We use Salesforce for all incident review and resolution. We also use this as a knowledge base for our technicians and customers. The knowledge base has decreased our case volume by 20% and allowed our technicians to be trained quickly with lots of reference material.
Recommendations to others considering the product:
Ensure that when you go through the demo's that they are showing you the full integration for email. Configuring this later is extremely pricey.
Inbound Marketing Manager
What do you like best about the product?
Completely customizable to your company's workflow and sales structure. It's in the cloud so we can access it anywhere with an internet connection. If you can think of it, you can do it in Salesforce.
What do you dislike about the product?
It's not the easiest software to learn -- because it's so customizable -- and it's not the prettiest. It can be slow and frustrating to work with at times, but it's the most comprehensive sales CRM out there.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us ensure that every lead is being followed up with throughout the entire sales funnel. With our entire company using Salesforce, we can all see the activity history and interactions we've had with every contact.
Recommendations to others considering the product:
Make sure your Salesforce instance is set up correctly from the beginning, otherwise big headaches will occur down the road that may be too difficult to fix -- causing a near permanent inefficiency in our organization.
Ai enhanced case managment - loving the new features
What do you like best about the product?
Easy for us to collaborate and see account and case information
What do you dislike about the product?
some of the customizations can be a bit complex - Some of our use cases are unique so can be challenging to find solutions
What problems is the product solving and how is that benefiting you?
being able to segment cases by record types and adding features to help agents work more efficiently
Recommendations to others considering the product:
Using Trailhead and attending classes is super helpful if you have little experience
Great tool for making our day easier!
What do you like best about the product?
We are able to quickly access and add info based on each customer.
What do you dislike about the product?
Occasionally, there are glitches which we have to work around.
What problems is the product solving and how is that benefiting you?
Makes managing client history and interaction much more smooth.
Recommendations to others considering the product:
N/A
Salesforce Service Cloud
What do you like best about the product?
A single point of truth repository for all our customer interactions. Allows us to quickly view 360 degrees of the customer touch points.
What do you dislike about the product?
we had to go with the classic interface, would like to move to Lightning now.
What problems is the product solving and how is that benefiting you?
our data was stored in multiple locations and disparate, leading to manual errors. We immediately benefited from Salesforce with our single customer view, listing all their transactions, emails, etc.
Recommendations to others considering the product:
Pick a good implementation partner
Great solution for a fantastic user experience
What do you like best about the product?
Service cloud ergonomie for 360 view of customer
Flexiblity capabilities
Flexiblity capabilities
What do you dislike about the product?
The price of the solution and the storage
What problems is the product solving and how is that benefiting you?
360 view of customer
Lot of data in lots of tools
Lot of data in lots of tools
Daily Sales User
What do you like best about the product?
Managing the whole sales process - from prospecting through proposal to close, implementation and follow up.
What do you dislike about the product?
Some lack of customization for cloning records.
What problems is the product solving and how is that benefiting you?
Managing a huge funnel with multiple opportunities in various stages.
Keeping activities aligned and moving forward.
Keeping activities aligned and moving forward.
Recommendations to others considering the product:
It is number 1 for a reason! all the functionality you need for sales, service, support and full customer relationship management.
Salesforce Service Cloud great solution for client service providers
What do you like best about the product?
I like the interface, I like the easy navigation and how easy you can go from different records (company is the main tab with several subtab of a case, a contact or opportunity record). Plus the fact that it's very 'service' oriented.
What do you dislike about the product?
There is not much yet I dislike about the Salesforce Service Cloud. Everything works fine.
What problems is the product solving and how is that benefiting you?
The benefit of the feature being user-friendly enabled us to use all its service oriented features easily.
Recommendations to others considering the product:
Highly recommended for every service oriented user, it's easy to navigate and user-friendly!
We use Salesforce for absolutely every aspect of our business except our product itself
What do you like best about the product?
The control it gives me. As a small business owner I don't have extra employees to be checking that data is correct or that everyone has the latest training. I rely on making CERTAIN people can't do certain things.
What do you dislike about the product?
It can be difficult to find good developers that will take smaller < $XX,XXX projects
What problems is the product solving and how is that benefiting you?
We focus mainly on business processes. How can keep things moving forward and prevent things from falling through the cracks
Recommendations to others considering the product:
There is a fairly steep learning curve, but when i recommend Salesforce to friends I tell them how I preferred growing INTO a product rather than OUT of it. I know Salesforce is used by huge companies to that gives me the direction to do things like them.
Have to implement more advanced features
What do you like best about the product?
Testing chat clients for prospects. Setting up effective email workflows.
What do you dislike about the product?
Support is limited for what we need to do by ourselves.
What problems is the product solving and how is that benefiting you?
Putting all customers communication in one place and closing business deals.
Recommendations to others considering the product:
Research how other companies have done this before you do it yourselves.
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