Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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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.
Great for capturing support issues and reporting
What do you like best about the product?
Reporting, data tracking, how much you can customize it.
What do you dislike about the product?
Customizing isn't that easy unfortunately.
What problems is the product solving and how is that benefiting you?
Customer Support, issue tracking, data analysis. Great ability to track large amounts of customer and case data.
Salesforce took our service center to the next level
What do you like best about the product?
Salesforce service cloud can be customized to support your needs.
What do you dislike about the product?
There are many decision points to make in order to get the best results
What problems is the product solving and how is that benefiting you?
We now have data to support our work
Desk.com provides an easy to use and modern help desk solution
What do you like best about the product?
Desk.com is very intuitive - even if you consider your level of tech savvy low, setting up and using desk.com is very straightforward. Getting support agents set up is a breeze and customizing to fit your org's specific needs is quick and easy as well. If you need help or have questions, there is always someone from desk.com that you can chat with in minutes to get answers.
What do you dislike about the product?
There isn't much to dislike - but if I had to say something, it would be being able to match the interface on the mobile app with the interface you use on the web. We are still using the last gen web interface as this is what my techs are comfortable with - would be cool to be able to choose the interface we want on the app like on the web.
What problems is the product solving and how is that benefiting you?
We use desk.com as our technology and maintenance help desk. Being able to efficiently track, organize and respond to requests is the biggest benefit we've seen. The system makes it hard for a request to fall through the cracks and go unnoticed.
Very seamless and easy to use for CRM and working with customers.
What do you like best about the product?
very structured and catered to the work that is being done for customers.
What do you dislike about the product?
Sometimes would crash with Five9 that was an added adapter as calling software to be a call center.
What problems is the product solving and how is that benefiting you?
Able to seamlessly take inbound calls and support the customers account through Saleforce. Able to add necessary notes about the customer so that the next agent that may assist them can do so accordingly.
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