Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Salesforce Service Cloud
What do you like best about the product?
My favorite feature is the console. I am able to create an experience for my users that allows them to effectively complete their tasks and support our customers.
What do you dislike about the product?
Setting up entitlements, milestones, and contracts was a slightly confusing. But once done it was smooth sailing.
What problems is the product solving and how is that benefiting you?
We needed a way for our support agents to be able to assist our customer quickly. Service cloud has allowed me to create that user experience so our customers do not feel a disruption in their service as our agents are able to efficiently resolve any issues.
Salesforce.com - Service Cloud
What do you like best about the product?
For Customer Support departments, it's pretty hard to beat the functionality and ease of customization within Service Cloud. Out of the box it's very easy to setup workflow rules, case routing, and general notifications. I would say the best part about Service Cloud is how it's natively ingrained within Salesforce.com, so you capture the full 360 degree picture of your clients.
What do you dislike about the product?
It's incredibly easy to customize Service Cloud to fit the needs of your business, which is a bit of a double edged sword. Companies need to really have solid software deployment policies to prevent an abundance of customizations to the Service Cloud. Other than that I really can't say anything bad about it - it's fit the needs of every Salesforce instance I've ever worked on.
What problems is the product solving and how is that benefiting you?
With Service Cloud, we're solving the problem of having our Customer's supported in the fastest way possible. Specifically we leverage the Service Cloud for efficient routing of inbound support tickets, in addition to managing cases through service level agreements and entitlements.
Recommendations to others considering the product:
If you're already using Salesforce.com CRM (Sales Cloud) and you're evaluating a customer support application - it makes a lot of sense to stick with Salesforce. They have a really strong user base, a solid application, and great customer support should you ever need it.
Desk.com is a great platform
What do you like best about the product?
The layout of the desk.com platform is very user friendly and really allows for easy navigation.
What do you dislike about the product?
The lack of current integration to other software platforms like Shopify makes things dislikable.
What problems is the product solving and how is that benefiting you?
Emailing customers about their orders, answering sales questions, etc.
Great tool to help with sales over many departments
What do you like best about the product?
Sell, service, market, and build apps all on a single platform. It is very user friendly and even being the admin where you need to create reports and dashboards, the free online training Is great!
What do you dislike about the product?
some of the standard field sets cannot be customized. we ran into an issue, and although we created a work around, it would have just been easier to customize or turn off a standard feature.
What problems is the product solving and how is that benefiting you?
We are trying to track sales, as well as retention. we have 2 departments currently on the system and hoping for a 3rd maybe next year or so. We have been able to easily track accounts and who is reaching out to them so there is not duplication of customer contact etc. It has been really helpful and everyone seems to like the features.
Salesforce - Organization at it's Finest
What do you like best about the product?
The functionality within Salesforce can provide your company with whatever it needs - we utilize Salesforce to manage client accounts, email clients, chat with clients, store files and history and much, much more. You can change functions with just a few clicks depending on what you need out of a certain page.
What do you dislike about the product?
Because of how detailed our Salesforce Account pages are, there is sometimes difficulty navigating the page. This is probably just an issue on our end, nothing with Salesforce though.
What problems is the product solving and how is that benefiting you?
One of our most utilized features it the file storage - we are constantly creating guides for our clients, powerpoints for conferences we are presenting at, etc. and we can load those in to Salesforce and others can search for them. We do have a shared drive but you need to be connected to the VPN to access it - so if I'm at home Salesforce makes this so easy to do!
Powerful tool
What do you like best about the product?
Salesforce literally touches every aspect of our business. We can manage people, deals, buildings, revenue, and marketing.
What do you dislike about the product?
I find it clumsy to replace a lot of data at one time (example - if I wanted to change every "CFO" in my database to read "Chief Financial Officer," I need to export all of my contacts, replace the text in Excel, and then import all of the contacts. There should be functionality to do this within the program. Additionally, if I want to add an activity on every contact in a group (perhaps a note that a marketing piece was mailed), I need to go through the same export/excel/import hassle.
What problems is the product solving and how is that benefiting you?
I find it essential when working as part of a team that everyone have access to the same information. Rather than working independently and stepping on one another's toes, my group can work collectively to meet our business goals.
Recommendations to others considering the product:
Definitely install the Dupe Eliminator app.
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