Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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I'm working as a salesforce developer for Sales and Service Cloud for almost 5 years.
What do you like best about the product?
I like the design and the functionalities, macros, omni channel and live agents.
What do you dislike about the product?
the limitations on case layouts, especially the part where you can't add visualforce on the related list area
What problems is the product solving and how is that benefiting you?
On our business, we have partner accounts, buyer accounts, agent accounts. We have issues on setting up the schema on how we can relate them with one another. With the use of Case Management System, we're able to tie them up in a very effective way where we can extract reports and get accurate data.
Recommendations to others considering the product:
Salesforce Service Cloud can make your staffs more productive using only it's out-of-the-box functionalities. There will be much more awaits if you have a good developer that can add more customization into it. You'll definitely see the ROI on this product.
Salesforce Service Cloud Review
What do you like best about the product?
The fundamental features work well for lead and account management.
What do you dislike about the product?
Complications of needing a FT salesforce admin to make the software feasible for our company.
What problems is the product solving and how is that benefiting you?
Sales management. We use SF extensively and have done for for 6 years. We have over 9,000 accounts and >50,000 leads.
Salesforce is at the center of our business.
What do you like best about the product?
As a healthcare services business, we serve our clients' members by helping them navigate the healthcare industry, find providers, and minimize their expenses. We receive, secure, and organize all of our customer data in Salesforce in order to deliver all of our services to our members. Our company has used Salesforce in this manner even before Service Cloud existed. We leverage Salesforce in every single aspect of our business.
What do you dislike about the product?
Administration for a small business can be time-consuming, especially if your business has been using Salesforce as long as we have and there are many customizations still in your Org that have since been deprecated or iterated upon. This mostly highlights Salesforce's immense capacity for customization, and its ability to adapt and grow with your business.
What problems is the product solving and how is that benefiting you?
Our employees use Salesforce to deliver our services. We handle complex healthcare data from numerous sources. With Salesforce, we're able to secure and organize all of that data to serve our members' needs navigating the healthcare system, and reducing their out of pocket expenses. We also extensively rely upon Salesforce's powerful reporting capabilities to quantify our work and improve the quality and scope of our work.
Recommendations to others considering the product:
We rely on many third-party apps from Salesforce's extensive AppExchange community. If there is a need in your business relating to handling and using data, search the AppExchange and engage in Salesforce's vast user community... someone else has almost certainly solved a challenge you might be facing.
use service cloud as part of administration of affordable housing programs.
What do you like best about the product?
Service cloud has allowed us to process incoming cases from applicants efficiently. we also love knowledge.
What do you dislike about the product?
not really a service cloud problem..but we are doing much on salesforce that we are running out of space
What problems is the product solving and how is that benefiting you?
better standardized quality of service. able track customer services inquires better. able to handle spikes in work better and staff absenses.
Enables customer support teams to quickly prioritize, collaborate on, and resolve in our company
What do you like best about the product?
Best feature of service cloud is console.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
What do you dislike about the product?
We have not come across any feature or capability which has caused problems for us. So, its good so far.
What problems is the product solving and how is that benefiting you?
Issue Management
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Salesforce Service Cloud
What do you like best about the product?
Flexibility of the system and the ability to customize. Salesforce is constantly adding new features and offerings.
What do you dislike about the product?
They system lacks the ability to do statistical analytics which means we have to pull data out of the system to do analytics.
What problems is the product solving and how is that benefiting you?
We are able to build a complex and customized solution for our business.
Recommendations to others considering the product:
Flexible system that is highly customizable with solid support.
Great CRM for all aspects of the business
What do you like best about the product?
Only using Salesforce for the last year and a half, I can confidently say it is easy to use. So much so that I am now the Salesforce go-to person at the company. There are so many ways to customize the site to fit our exact needs, plus so many users so help is just a google search away!
What do you dislike about the product?
The software itself is great, though there are quite a few functions that you would think would be included that are not. Salesforce has a way to 'vote' for the features that you want, so consumers can weigh in on what to have included in future releases. If you do want help over the phone, you will have no such luck -- I would say I have more expertise than the customer service reps I spoke to, but there are many users on the Salesforce forums that are eagerly willing to help.
What problems is the product solving and how is that benefiting you?
Salesforce is a complete tool -- from our technical support team to development, up to sales and administration, Salesforce provides and overview of the entire business.
Recommendations to others considering the product:
Definitely use the forums for help! A quick google search will often help you find the answers you are looking for since so many people utilize Salesforce! There are many customizable fields, so let your imagination guide you.
Userfriendly
What do you like best about the product?
I like the chat feature that is integrated in the Service Cloud. It allows quick and easy support for our clients without having to pick up the phone. It also allows ability to multi task.
What do you dislike about the product?
To be honest I don't like not being able to see my tasks and events for the day in order to do so I have to switch views. To prevent this issue I just have multiple salesforce browsers opened.
What problems is the product solving and how is that benefiting you?
Our whole business is wrapped around salesforce. We aren't able to function without the service
Brilliant
What do you like best about the product?
I love that you can manage all clients from one system, it tracks everything to the second and allows you to record all calls all linked to salesforce. I couldnt manage my day to day pipeline and calendar without it
What do you dislike about the product?
There is not really anything I dislike about salesforce.
What problems is the product solving and how is that benefiting you?
It streamlines the way staff manage their pipeline, things get done on time.
Recommendations to others considering the product:
It is great
SalesForce Review
What do you like best about the product?
Very easy to navigate through. No long delays when processing items.
What do you dislike about the product?
Reports page could use more user friendly ways to generate.
What problems is the product solving and how is that benefiting you?
Utilizing SalesForce for our customer base and for billing purposes.
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