Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great for Universities
What do you like best about the product?
We use service cloud and it is instrumental in our student recruitment efforts
What do you dislike about the product?
Some odd customisation choices in the setup
What problems is the product solving and how is that benefiting you?
360 view of data
Recommendations to others considering the product:
Utilise your account executive
Roshan’s review
What do you like best about the product?
Great way to manage customer cases and transfer from team to team
What do you dislike about the product?
Merging cases limit, the amount of spam that can arise
What problems is the product solving and how is that benefiting you?
Case management which makes my job in support easier
Whiteboard for service can do anything you want it to
What do you like best about the product?
Functionality and ability to have it do anything you want it to.
What do you dislike about the product?
Not much would like connection to the rest of the clouds easier.
What problems is the product solving and how is that benefiting you?
Tying back customer feedback on products to other areas of the business
Salesforce vs Helpscout
What do you like best about the product?
The fact that Service Cloud is built into Salesforce makes it convenient to see relationship history with all customers. Past conversation history and customer details such as company, location, etc are all visible at the same place where you respond to tickets.
What do you dislike about the product?
Clicking into one ticket and closing it out takes at least 5 clicks. There's a setting that allows people to bulk close tickets, but it's gated behind higher permissions access.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to see all relationship history at one time. When a ticket comes up we can verify or disqualify the legitimacy of the client & request easily.
Positive experience with SF
What do you like best about the product?
Scalability
Up time
Quick Development lifecycle
Up time
Quick Development lifecycle
What do you dislike about the product?
Support from salesforce can be slow from time to time.
What problems is the product solving and how is that benefiting you?
CRM's can be complex in nature and salesforce as a paltform provides a robut CRM which can be further expanded using their coding and drag and drop features.
User Experience for Salesforce
What do you like best about the product?
Interconnectivity for various CRM functions. Ease of use.
What do you dislike about the product?
sounds complex in terms of industry specific data.
What problems is the product solving and how is that benefiting you?
Sales pipeline, linkages of influencers, multidimensional data insights
Recommendations to others considering the product:
integration capabilities for converting CRM data into commercial data like quotations and further to billing, its seamless.
salesforce is dynamic, user friendly platform.
What do you like best about the product?
easy access, easy to use, dynamic, and compatible with small businesses or startups.
What do you dislike about the product?
their cloud template was very basic in those days (2015/2016) tenure. I hope, now that are optimized.
What problems is the product solving and how is that benefiting you?
my company used customer relationship management with the help of salesforce.
Most robust self-service community I have used
What do you like best about the product?
Allowing my customers to create, update, and have visibility into their support cases and access knowledgebase articles save a lot of mutual frustration on back and forth. We still like to speak one-on-one but if we can get to third base on the conversation in the community it saves both sides a lot of time.
What do you dislike about the product?
It does take a lot to configure if you want to go beyond the basics. Also the pricing model requires good predicting of the number of users you will have using the system.
What problems is the product solving and how is that benefiting you?
Needed a way to create visibility between us and our customers on the status of cases. Also wanted an easy way for customers to initiate cases with us and provide supporting documentation.
Recommendations to others considering the product:
Be sure to document flows and requirements before starting to configure.
Salesforce is a Beast!
What do you like best about the product?
Salesforce can do just about anything you need it to. I love the integration with other platforms (marketing, finance, etc.) and is so highly customizable. It makes it easy for my team to navigate customer accounts and stay organized day to day. I appreciate how easy it is to build out reporting and dashboards
What do you dislike about the product?
Salesforce can be extremely complicated at times and very picky about how you set it up. Sometimes simple processes get stuck without enough information on why. I particularly dislike how unreliable it is with certain plug ins (like our softphone) and the task system could be much easier to use. Simple things like mass deleting cases are not clear on how to execute.
What problems is the product solving and how is that benefiting you?
We have been able to keep customer information organized, metrics are easy to follow with reporting which help drive business decisions, it helps make communication easier in a remote setting, and it's helped us stay on top of contracts & revenue.
Recommendations to others considering the product:
You should consider Salesforce if you are looking for customer management software that's highly customizable and will allow your business to grow rapidly.
Salesforce is great but...you need to learn a lot
What do you like best about the product?
That it is easy to navigate but not after using it for a long time, it is not intuitive but has a very difficult learning curve. I like that it is open source and seems to be simple to use, but some things need to be updated and time spent making sure you are doing things right, a lot of the issues are that to use you need to make sure it is doing what it should. Some actions take place and it is not informed what each action does. It would be great if the actions were more open to interpretation.
What do you dislike about the product?
That it is not easy to use straight away, there should be a open-source training that lets you know how to better use the system and that it allows a little more freedom.
What problems is the product solving and how is that benefiting you?
It seems to run well and allows things to run smoothly and let the user get instant results. The way the system is easy to see what others are doing and make my job easy.
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