Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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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.
Fast and reliable
What do you like best about the product?
I can keep my work load organized and easily share my project updates with my team
What do you dislike about the product?
nothing, sales force is awesome. I would recommend to friends
What problems is the product solving and how is that benefiting you?
We have to offices and work on projects together, this helps keep us all up to date and stay organized.
Recommendations to others considering the product:
n/a
Individualized Support via Salesforce Service Cloud
What do you like best about the product?
Service Cloud's flexibly platform and ease of configuration allows DUFL to customize our service to the individual customer. We are able to readily support unique customer requests; and build customer profiles that prompt service operations and logistics teams to a a customer's specific requirements - whether that's cleaning requirements on their clothing, or identifying their favorite hotels to stay in. The ability to treat our customers as unique individuals on each and every interaction is key to DUFL; and helps our team members provide the true White Glove Service that our customers expect.
What do you dislike about the product?
Like most powerful tools, the learning curve can be a bit daunting. Once you understand how Service Cloud functions, and how you can customize your own system to fit your needs, there are countless solution--sets. However, the new user or CSR may get lost in the complexity and hence fails to take full advantage of all the tools available. For example, creating customized views is simple enough; however, I find a lot of new users are not comfortable with "playing around" in the system and thus avoid creating their customized views.
The solution is training and easy to follow guides for the CSR.
The solution is training and easy to follow guides for the CSR.
What problems is the product solving and how is that benefiting you?
At DUFL, we strive for service excellence on each and every interaction with our customers. We have set out to change human behavior by asking our customers to trust us with their belongings, and more importantly to deliver their items on time in order for them to facilitate business on the road. Therefore, we have an obligation to our customers to provide premium customer service, instilling trust in our product.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Recommendations to others considering the product:
Service Cloud is a great primary support interface for support agents; but take advantage of the plug-ins like CTI and translation to keep customers happy.
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