Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Really Powerful Tool
What do you like best about the product?
I like have a one stop shop platform for cases, accounts, opportunities, reports, and many others. It’s incredibly customizable as well which allows each company I’ve worked at to tailor Salesforce Service Cloud to match their workflows and company goals.
What do you dislike about the product?
I think the interface looks a bit dated. I’ve also had some issues where details that are typed out for a case are not saved when there’s an issue submitting the form. This can be frustrating when I’ve typed out a long paragraph.
What problems is the product solving and how is that benefiting you?
Being able to store a massive amount of information and make it accessible to everyone at your company. The social aspect also makes it easy to tag people in cases or projects as well as subscribe to groups for important feature or industry updates.
Awesome product that is able to Grow
What do you like best about the product?
I love the ability to customize so many different features within the product. This product will allow our company to grow and incorporate several different areas of our company into the platform for complete Analytics.
What do you dislike about the product?
Because the platform is so moldable it can be a little overwhelming to learn how to be an admin or programmer for this product.
What problems is the product solving and how is that benefiting you?
We are deploying Salesforce in our order processing, customer support workflow areas for manufacturing.
Recommendations to others considering the product:
Get it!
Incredibly flexible and powerful tool!
What do you like best about the product?
Service Cloud is easy to get started with and then, with some learning fueled by Trailhead, you can do almost anything you need with it! From custom workflows and objects, email-to-case, queueing, case distribution, reporting, etc.
What do you dislike about the product?
Still sometimes find the administration less than highly intuitive at times. You sometimes have to hunt for that last odd switch to make something work. Would like the UI to be a little more flexible in configuring the look and feel.
What problems is the product solving and how is that benefiting you?
We took a young and inexperienced support team, doubled the size of the team, and used Service Cloud to implement best practices, create automatic processes, send notifications, integrate with other tools, and turned them into rock star team!
Recommendations to others considering the product:
Take your time to map things out, learn what you need with Trailhead, and don't be afraid! Just dig in and unleash the power!
Don't confused by the different "cloud" names
What do you like best about the product?
ability to customize and flexible config options
What do you dislike about the product?
confusing terminology for users when referring to "service cloud", or "sales cloud"
What problems is the product solving and how is that benefiting you?
building out case mgmt tools
Recommendations to others considering the product:
Set it up correctly in the beginning, make sure users have proper permissions and training before getting started!
Another winning Salesforce product
What do you like best about the product?
I like that Salesforce Service Cloud is modeled after SaaS. I find that it is incredibly easy to use and I am able to perform my job with ease and efficiency. I like how well it works with the rest of the Cloud products as well. The entire group of products is great!
What do you dislike about the product?
There is nothing to dislike about the Salesforce Service Cloud. I am able to do everything I need to do with ease. My customer is also happy.
What problems is the product solving and how is that benefiting you?
I can resolve cases faster than ever. I have a full visibility. We can also assign cases to agents that would be best suited for them allowing for higher customer satisfaction and quicker interactions.
Recommendations to others considering the product:
Invest in the extras. Making sure you have a guru and are fully trained and ready to go is the key. If you aren't ready, you will just have irritated customers.
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