Agentforce Service
Salesforce, Inc.External reviews
6,987 reviews
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Case Manager Salesforce
What do you like best about the product?
Easy organization, easy to find topics / items, good customer service
What do you dislike about the product?
Finding specific items are difficult at times if they are a sub-category of a specific folder. You need to know exactly what you are looking for.
What problems is the product solving and how is that benefiting you?
We are organizing our customer database.
Great product for many roles
What do you like best about the product?
I like this product for our CRM for our company. It is a powerful tool and intuitive
What do you dislike about the product?
The CRM is pretty expensive for what it is but I guess that's what you pay for the best in business.
What problems is the product solving and how is that benefiting you?
It allows us to track our customers contacts.
Salesforce
What do you like best about the product?
Salesforce is really easy to use and very user friendly
What do you dislike about the product?
There is nothing I can think that I don’t like about salesforce
What problems is the product solving and how is that benefiting you?
Tracking calls
Great but not user friendley
What do you like best about the product?
In my company we customize everything which leads to a lot of issues and bugs. It could be more adaptable
What do you dislike about the product?
I do not think my company actually uses it the way it should be used. We don't take advantage of a lot of the futures I know is built into Sales Force. We get a lot of customized fields which makes reporting hard when they are always changing the fields and we get a lot of IT issues.
What problems is the product solving and how is that benefiting you?
I recently discovered the mobile app for Sales force and love that I am not able to access my accounts from anywhere. I can't do as much with them but I can still view them.
I also love that is it able to track all of my accounts and I can run dashboards and reports for up to date information.
I also love that is it able to track all of my accounts and I can run dashboards and reports for up to date information.
Recommendations to others considering the product:
Do a lot of research before switching
Salesforce is a great platform for CRM
What do you like best about the product?
Large amount of users and documentation for this product. I have never seen a product that is supported by more users ever.
What do you dislike about the product?
Not that I dislike this, it is very different: There are a governors that are in place that force you to code to their standard, since it is a multi-tenant environment.
What problems is the product solving and how is that benefiting you?
We no longer have to worry about the back end maintenance, upgrades and performance.
Recommendations to others considering the product:
Make sure to get experts on your side to help architect your solution. Really think about your data strategy up front so you are not cleaning up problems later on.
So great!
What do you like best about the product?
Salesforce allows me to keep track of all my calls and prove the accuracy of my pipeline to my boss.
What do you dislike about the product?
Nothing to dislike! There's so much flexibility in terms of customization.
What problems is the product solving and how is that benefiting you?
Pipeline and sales process accuracy and organization
Increases customer retention
What do you like best about the product?
I love that the software is cloud-based, allowing for customers to be helped at any time and any place. I also really love the self-service options that are available and allow the customer to be able to get help on small things, rather than tying up an agent.
What do you dislike about the product?
I do not like that the live agent chat console cannot actually transfer files. I think that could really be beneficial in many cases.
What problems is the product solving and how is that benefiting you?
Knowledge base has allowed agents to get through cases faster by being able to search for certain topics and being able to find the resolution for those issues rather quickly so they can log the call, help the customer and move on to the next customer.
Recommendations to others considering the product:
Familiarize yourself with knowledgebase because you will use it literally every single day.
Salesforce combines all in one
What do you like best about the product?
Salesforce combined all of our systems into one. Making it easier
What do you dislike about the product?
I was a little hard to get a hang of at first.
What problems is the product solving and how is that benefiting you?
Only having to open one window. Instead of multiple
Sales force CRM easy to naviagte
What do you like best about the product?
The ease of running reports and adding custom fields is great
What do you dislike about the product?
Wish it had better account management tools. I also wish you could add templates to cases and solutions. Oh and also - please make it easier to change email template layouts. You can't easily update the background image. You have to start completely over. We have a custom image that features our team. So when one team member leaves it takes us a solid hour to update our templates.
What problems is the product solving and how is that benefiting you?
One place to keep track of all of our key accounts and sales.
Recommendations to others considering the product:
Really great CRM
Flexible service cloud
What do you like best about the product?
Everything in Salesforce is record based which really makes it easy to work with and retrieve records. I think the design and interrelationship between records is done better than other ticketing systems out there. I worked on integrating Customers, Contacts, Opportunities, and Cases from Salesforce into our backend systems using DBAmp and I found that it ended up being easier to work with than expected.
What do you dislike about the product?
I really dislike that you cannot just copy and paste a screenshot into a regular or e-mail reply to a customer. I've seen other help desk solutions allow for this but no, instead you have to save the image somewhere then you have to browse to go and find it and then attach it. This takes way to long and is not efficient. Why can't I just paste a screenshot into the reply window??
What problems is the product solving and how is that benefiting you?
We needed a solution to manage a high volume of support requests from our customers. Our previous help desk solution was end of life and we need to move to another solution. Salesforce allows us to do that and integrated into our ERP system on premise.
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