Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Full Featured
What do you like best about the product?
There has been little we've been unable to achieve through additional custom workflow.
What do you dislike about the product?
The same vast customization it offers makes it a bit unwieldy. There is little concept of ready-made dashboards or reporting. Everything needs to be built on an as-needed basis.
What problems is the product solving and how is that benefiting you?
This is used for our everyday support workflow. Email-to-case workflow is used heavily and team members on our phone support create cases as they go and benefit from a caller ID lookup through our own integration.
Recommendations to others considering the product:
The new lighting layouts look great, but the omni-channel functionality doesn't quite do what we need to be compatible with our workflow.
Transformation Leader
What do you like best about the product?
SFDC has strong capabilities for a full CRM between Sales and Support
What do you dislike about the product?
SFDC lacks the ability to perform true swarming capabilities.
What problems is the product solving and how is that benefiting you?
360 client view for all client facing employees. Integrated ticketing system with KB, portal, chat, routing, alerting.
Recommendations to others considering the product:
Good for creating 360 CRM. Integrates with many products/apps. Offers full support and guidance to ensure your company's success with the tool.
Salesforce Service Cloud
What do you like best about the product?
The ability to work multiple records and tasks from the same window. Also the ability to add helpful tasks and dialed screen pops.
What do you dislike about the product?
There really isn't much to dislike. I am a big fan of Salesforce and I think this tool is fery helpful to users such as those in a call-center type role.
What problems is the product solving and how is that benefiting you?
The ability to quickly work a lead from one window. Speed to contact!
very handy out of the office
What do you like best about the product?
that you can be out of the office ... with only your phone and still take care of your customers
What do you dislike about the product?
never ever being able to be disconnected?
What problems is the product solving and how is that benefiting you?
maintaining customer relationships
Not sure how anyone would not use SF?
What do you like best about the product?
Its my favorite CRM tool. We primarily use service cloud for our business. I administer SF for my team and have my SF admin cert. Its not part of my job description but, I liked the tool so much I learned it in my free time and help out our admins with configuration work.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
What do you dislike about the product?
My dislikes are more small changes I would like to happen with baseline functionally. Easily merge cases would be my biggest complaint. Theres plenty of apps on the app store to help with this.
What problems is the product solving and how is that benefiting you?
We solve incoming support requests. That then gets tied to a contact and that related account. Other teams can check in on customers at renewal time to see what things they have reported and the status of their issues. Aiding with renewals! For the support staff, gets us direct lines of communication that are all documented also keeps us within our SLA's. We setup WFR to trigger once something left untouched for to long. Having tasks automatically generated when a customer responses to an email is great. All departments use chatter to communicate on internal issues and its a easy way of updating a group. Also chatter conversations can be searched on. So we use it for customer notes as well.
Recommendations to others considering the product:
Its a one stop shop for maintaining your accounts, contacts, cases, training, marketing, help desk, even knowledge base information.
Great way to stay up to date on multiple companies
What do you like best about the product?
I am able to access company information for multiple companies quickly and keep them all organized. Also, when someone leaves one company and moves to another, I can easily update their information.
What do you dislike about the product?
I haven't come across any problems as of yet.
What problems is the product solving and how is that benefiting you?
A great way to set tasks for myself or others in my network.
We utilize Salesforce as our Call Center Platform
What do you like best about the product?
Love the simplicity and accountability!! Very impressive!
What do you dislike about the product?
I cant say that I have any discrepancies
What problems is the product solving and how is that benefiting you?
The simplicity of these program has allowed for a top notch team to enable themselves to utilize the program with efficiency and confidence.
Recommendations to others considering the product:
With 30 years experience in customer service industry this program supercedes any and all others!
Easy to Use, User Friendly!
What do you like best about the product?
The ease of accessing reports and the ability to understand all functions of this product make it one of the best out there!
What do you dislike about the product?
Some of the 'required' fields are not necessary. Being able for each user to customize on an individual level would be great!
What problems is the product solving and how is that benefiting you?
We are now able to pull Sales reports for the outside account executives easily and quickly. This makes a big difference from the previous system being used.
Recommendations to others considering the product:
This product is user friendly- easy to train employees on!
Salesforce Cloud
What do you like best about the product?
Easy to navigate. Clear direction on what is next. Streamlines everything for easy organization.
What do you dislike about the product?
Can sometimes run a little slow. I absolutely do not love the mobile app as I find it hard to access what I need
What problems is the product solving and how is that benefiting you?
Keeps everything in one place for me and if I did not have this software I would not have good follow-ups with leads
Recommendations to others considering the product:
I am not sure what else would compare!!
More than meets the eye
What do you like best about the product?
ServiceCloud works perfectly in our client facing support roles. We are currently exploring all that Salesforce has to offer, and recently started utilizing the "Chatter" feature. This ability has simplified our interoffice communication and action trails.
What do you dislike about the product?
When assigning cases, SF often changes the user name or case reason and detail back to blank. Frustrating.
What problems is the product solving and how is that benefiting you?
Chatter allows us to simplify the paper trail that comes with client interactions. A client calls in, a case is created, then a child case for account work. A refund is needed? Chatter a manager from right in the case. Later down the road, all work is right there, attached to one case, and easy for the next rep to read.
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