Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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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.
Great product. get it now
What do you like best about the product?
it is very easy to use. We use salesforce for almost every thing they have a lot of different uses to the system.
What do you dislike about the product?
there is nothing that i dont like. i would get this product.
What problems is the product solving and how is that benefiting you?
keeping everything in one place. boosting sales and keeping tabs on my direct reports.
Recommendations to others considering the product:
salesforce is a great product i am so happy we have it at my company. this is something you need to get
Salesforce Service Cloud Review
What do you like best about the product?
We love the Support Cases. Having our customers being able to submit a Case and our team reply in a timely manner is exactly what our customers desire!
What do you dislike about the product?
Honestly, there is nothing that we dislike. We thoroughly enjoy the Service Cloud!
What problems is the product solving and how is that benefiting you?
We're solving our customer engagement/relationship to our organization. The Service Cloud provides top of the line support and service to our Customers in a way that is perfect for our organization.
Recommendations to others considering the product:
Be sure to use all of the Service Cloud, Cases is just a small part of it. There are so many enhancements that we aren't taking advantage of currently, but we hope to in the future.
I use it everyday
What do you like best about the product?
The ease of looking up our contacts and seeing the history of what they have received or the activity they've had with our company.
What do you dislike about the product?
It takes a minute to learn just how much it can do, but worth it.
What problems is the product solving and how is that benefiting you?
Having one location to store our contacts and their activity history. It also works well with our marketing automation system.
Providing excellent service with Sales Cloud
What do you like best about the product?
Sharing all information (cases, leads, chatter groups, files, and documentation) with other members of my team, effectively reducing the need for conversing through email. Having everything documented also ensures there is no drop off of any kind.
What do you dislike about the product?
Sometimes the permissions can cause hold up or loss of visibility of a case when you are no longer the owner. This is based on your salesforce settings of course but the cumbersome nature of correcting it takes time and a larger conversation about access.
What problems is the product solving and how is that benefiting you?
Customer support requests are now directly handled in salesforce. For the user, and easy process of sending an email is all they see. On the back end we are able to pull documentations, other employees, or crafted responses quickly to deliver support faster and accurately.
Recommendations to others considering the product:
You have options to use either service cloud or a console view. Both have pros and cons, just make sure you weigh each to determine what view is best for you.
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