Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Salesforce Admin and Developper
What do you like best about the product?
Our main activity in Salesforce is Case management through our different services (support, account and compliance). This feature embedded in a Console help our team to manage more efficiently the huge amount of cases created everyday.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
What do you dislike about the product?
We have develop a Community with almost 600 users. We encounter a lot of limitation in the customization, and a major problem of slowness.
Customization of the Console is also limited and VF component does not have the Lightning look.
Customization of the Console is also limited and VF component does not have the Lightning look.
What problems is the product solving and how is that benefiting you?
As explained above the creation of numerous cases are now well managed and documented. Information is better organised.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
Recommendations to others considering the product:
Very good product to manage cases, communicate and store information.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
Service Cloud - Salesforce Knowledge experience
What do you like best about the product?
Service console/Cases /knowledge tab. We can use this functionality for the better way of helping our customers with their issues, questions, etc.
What do you dislike about the product?
Separate license. It would be nice to include it to the Salesforce license :)
What problems is the product solving and how is that benefiting you?
Our customers use the Knowledge Data/Tab/Cases every day. It helps us to save time. Our customers can learn the materials we provide without our help.
Dynamic platform for customer companies
What do you like best about the product?
Flexibility, reliability and agility.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
What do you dislike about the product?
Give a staging environment for data migration to production directly like a change set
What problems is the product solving and how is that benefiting you?
Problem - No contact centre solution, No FAQs, Poor visibility
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
A platform for any business solution when mapped to your business processes
What do you like best about the product?
Service cloud is so easy and flexible to configure to match any business. It's in built business process workflow capabilities streamline your tasks and outcomes with a few simple clicks. It's ability to scale is always at your finger tips. The huge success community is an amazing global resource of knowledgable and helpful people to guide you through any challenge you may find.
What do you dislike about the product?
I have had occasions where frontline support cannot inform me of an error anymore than the SalesForce website.
What problems is the product solving and how is that benefiting you?
We are able to rollout a business globally on a single platform from one location. This also allows us to ensure data governance and consistent work practices across all teams, which also reduces our global training and support needs.
Recommendations to others considering the product:
Ensure your business processes are correct first, then map Service Cloud to those.
Great Experience
What do you like best about the product?
Ability to monitor customer discussions seamlessly
What do you dislike about the product?
UX could have more cutting edge features
What problems is the product solving and how is that benefiting you?
Community driven resolution of problems
Salesforce Service Cloud
What do you like best about the product?
Salesforce is by far the leading platform for service operation and business operations in general. Best thing about the platform is the feature set based on industry best practices and the ease of use and configuration. The product provides the ability to easily tailor to your business practice and to track and measure your success and find further ways to improve
What do you dislike about the product?
The platform is huge and so there is the possibility of getting lost in what can be done as opposed to focusing on what will really deliver the most value for the business
What problems is the product solving and how is that benefiting you?
We moved from google docs so first off we now have a much more scalable solution for our reps and more well defined business processes. From there we are able to have line of sight into our operations and key metrics which provides valuable insight to management to make informed decisions.
Recommendations to others considering the product:
Once you start the journey with salesforce you inevitably want to build more of your business on the platform to take advantage of the vast tool kit and ecosystem built on Force.com. Engage not just from the user level but all the way up to the exec level so that Salesforce can be considered as a solution for other company infrastructure and operations challenges
The Unicorn
What do you like best about the product?
I love the accessibility and ease of use. Salesforce helps streamline our business in to one system. It is a unicorn because it can be anything you want it to be!! Very configurable.
What do you dislike about the product?
Reporting could be a little more intuitive.
What problems is the product solving and how is that benefiting you?
Combining services in to one solution.
Fantastic tool
What do you like best about the product?
I love the flexibility of the platform. Salesforce really is a platform as a service. Out of the box it is useful, but I can shape the tool to do whatever I need it to do
What do you dislike about the product?
API limits can be frustrating. I want the flexibility to have near real time integrations without worrying about where I am with limits
What problems is the product solving and how is that benefiting you?
We actually use cases in an unconventional way. We use it for project management in addition to the "normal" use cases. It gives us the flexibility to track everything and report on everything on 1 platform
Recommendations to others considering the product:
Even if you have your own admin or developers, use a registered SF implementation partner. At the least to just bounce ideas off of and verify scalable architecture
Only just begun with the implementation, but excited by the possibilities
What do you like best about the product?
Compared to my curren system, it seems to offer so much flexibility with the ability to be able to create multiple workflows. the ability to create flexible reporting was so important to me and Service Cloud gives me this opportunity
What do you dislike about the product?
It would be really good if the dashboards would have the functionality of being able to refresh automatically every minute or so.
What problems is the product solving and how is that benefiting you?
In our previous platform, the reporting capabilities were extremely limited. Service Cloud gives me the opportunity to really analyse the performance of my agents, and identify areas where we need to re-engineer processes due to too many queries coming from clients around a specific topic.
Using SFDC Console
What do you like best about the product?
The Salesforce Console is an improved UI from the classic version, allowing both our Sales and Support to perform tasks within one window tab while managing their workflows in SFDC.
What do you dislike about the product?
There are certain restrictions that the console has. This rigidity is understandable, however requires workarounds to perform actions
What problems is the product solving and how is that benefiting you?
Improved efficiency from team members using less clicks. This is done by having all pertinent information on screen laid out in front of them.
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