Agentforce Service
Salesforce, Inc.External reviews
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Review for Salesforce Service Cloud
What do you like best about the product?
Ability to work from anywhere. It is also customizable with whatever requirements we have. The customer support team is fabulous. It has helped me to work better.
What do you dislike about the product?
Setting up the platform alone could be taxing, as the details in the email manual aren't that great. I felt we need someone's support to set it up. There aren't many cons, to be honest, but sometimes when I set up some specific filters, a few errors come up.. but its also rare, and the customer team handles everything exceptionally.
What problems is the product solving and how is that benefiting you?
Setting up a workspace and managing everything related to my assignments and business is a great value add to the service. Definitely has made my life easier, and I can handle my job much better.
Best product for managing the cases with the client
What do you like best about the product?
Easiest way to handle the Cases with the clients, easy to use. In Cases there are lot of options are available where all the information we can collect on single platform and we can manage the knowledge article as well. Sometimes these article are help in to solve some cases. We can manage the reporting as well which is really great.All the info collected in single platform no need to go any other site to check the status.
What do you dislike about the product?
Sometimes we are facing the problem when we are trying to link the knowledge article in cases. But this issue not frequently, might be this problem creates when the refresh problem persists. But if the refresh problem is solved no other any major issue I have ever faced.
What problems is the product solving and how is that benefiting you?
At sometime outlook or any other mail option is not working and we need to share our findings with the client so there is one 'Email Sender' option available where we can directly send the mail to someone or outside the organisation. So, we can handle all the communication part as well. By directly tagging someone and we can ask the quey as well.
Experience with Salesforce Service Cloud
What do you like best about the product?
Salesforce Lightning provides top-class reports, sales forecasting, integration and funnel management.
What do you dislike about the product?
I didn't experience any shortcomings yet.
What problems is the product solving and how is that benefiting you?
CRM, customer service, sales forecasting.
A CRM tool which provides fable solution to service desk agents and customers
What do you like best about the product?
Ease of usage| User friendly | it gives both end user and support agent best experience for documenting the resolution provided on any ticket or task. feels good when you update you case. it has one good feature where you can choose whether you want to share the update internally only or with all people who have the access.
What do you dislike about the product?
All features seems pretty interesting however there is always a scope of improvement in some area, so do Salesforce service cloud have , customer information is open for service agents which could lead to user privacy risk, many times a customer do not even know it if their personal information is being compromised.
What problems is the product solving and how is that benefiting you?
I Can easily create a support ticket for something broken down and assign to cloud team, then based on the information it assigns to the right team and i get my solution in short time. which i love the most, i do not have to call , email or follow up continuously with someone
Whatever you need is all is in their portfolio !
What do you like best about the product?
Top notch software in the industry, its easy to use and onboarding is very easy for our customer, things are turning more smart with customizing with other software, integrations are easy so we can create a full fledge ERP for our teams. Everything can be tailored as per your need.
What do you dislike about the product?
There is not much that I can think of but yes If integration on phone could be made a little easier it would be helpful for the sales rep especially, they suffer a lot when things are not fully integrated.
Moreover, I personally feel the dashboard is a little loaded up, it contains a lot, so we can do something on creating a minimalistic mode.
Moreover, I personally feel the dashboard is a little loaded up, it contains a lot, so we can do something on creating a minimalistic mode.
What problems is the product solving and how is that benefiting you?
We have onboarded more partners, and more clients on the platform and also maintained a good database for us. Earlier we used to have multiple systems for this data storage but now things are easy and the team can focus on their work better..
Salesforce best but worst
What do you like best about the product?
All fhe features possible are available from start to end with all posible customization and security.
What do you dislike about the product?
UI is the toughest ever seen in a crm also sometimes it becomes confusing
What problems is the product solving and how is that benefiting you?
Sales process from lead gathering to post sales
Good in managing the clients and discounts and also new deals
What do you like best about the product?
The ease of reporting in terms of total o/s deals, clients & discounts
What do you dislike about the product?
There can be duplicate records of clients, system should give auto detection error
What problems is the product solving and how is that benefiting you?
Managing all the client records and also their discount program, integration with operation tools
Business Management
What do you like best about the product?
Amazing to get all the data in a single platform for the clients.
What do you dislike about the product?
Sometimes there is too much information on a single page.
What problems is the product solving and how is that benefiting you?
Get your business and your client database organised.
Improvements needed on the chatbot capability
What do you like best about the product?
There are playground environment to test
What do you dislike about the product?
Limited bot functionalities and reports.
What problems is the product solving and how is that benefiting you?
It makes information available through a bot and it allows customers to easily connect to the bank through live agents
Tons of potential and functionality, requires significant effort to reach full potential
What do you like best about the product?
I like the customization abilities, and how any given queue/report/dash can be tailored to a specific need.
What do you dislike about the product?
A bit of a double-edged sword here as there are just SO many ways to customize and edit information that it can become overwhelming and there are often multiple ways to reach the desired outcome, but not always clear which path is the ideal. Often, find myself just taking the path that I know, and later find out it was not the most efficient way to get there.
On any given screen while navigating our iteration of Salesforce, there are dozens of links available at all times. Some we use often, others are used rarely or never at all, but seem to come as part of the 'package' when we set up case flows.
On any given screen while navigating our iteration of Salesforce, there are dozens of links available at all times. Some we use often, others are used rarely or never at all, but seem to come as part of the 'package' when we set up case flows.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us move to problem-solving based on data/facts/trends vs. relying on anecdotal feedback or narratives so that we can be sure we are truly targeting the highest value work and not just catering to the squeekiest wheel. Additionally, we've been migrating our knowledge base into Salesforce, which previously existed in multiple external systems, requiring agents to check multiple sources for information. Salesforce is allowing us to keep that in one place, right where the agents need it most.
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