Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Good Ticketing System
What do you like best about the product?
The "e-mail to case" functions make it easy to create cases without spending too much time.
What do you dislike about the product?
The one thing I have seen so far is that you cannot create multiple cases from one e-mail that has multiple attachments.
What problems is the product solving and how is that benefiting you?
It is managing my time by having some things automated.
Salesforce is a great service!
What do you like best about the product?
A very intuitive tool and easy to use, have a lot of integrations with other tools
What do you dislike about the product?
Dashboards lack a lot of features, and the reports can't include more than 3 objects
What problems is the product solving and how is that benefiting you?
connect with my customer and save all their data in a good location
Powerful, but slow
What do you like best about the product?
It allows me to keep track of all the cases im working on. I like that you can filter the cases by state: in progress, closed. I have used other software such as planner and salesforce is more powerful.
What do you dislike about the product?
Sometimes is really slow and the loading speed of the platform is really slow. I have found myself losing some precious time of my work day waiting for it to load correctly.
What problems is the product solving and how is that benefiting you?
I can keep in direct touch with the users. It also offers a great way to keep a log of the things you do. You can automatize some process.
Great information at one place
What do you like best about the product?
The best thing is the availability of everything I need in one place instead of switching tabs.
What do you dislike about the product?
Sometimes I feel overwhelmed with the information displayed and even comfy mode doesn't help much. Sometimes it takes a lot of time to load and slow in showing the requested information.
What problems is the product solving and how is that benefiting you?
The issues like avoiding missing important information with restrictions on certain options without which the case can't be solved. the reports are easily accessible for further planings.
Salesforce Services Review
What do you like best about the product?
I like their online portal and effective customer service responses.
What do you dislike about the product?
None I can think of. I like their service and products very much.
What problems is the product solving and how is that benefiting you?
Its mainly with service tickets opened and helps with automating the service path and ticket handeling.
Super Service Cloud
What do you like best about the product?
Service Cloud is a fantastic tool that allows you to better service your customers and efficiently resolve issues. I love the library of historical resolutions that it naturally creates.
What do you dislike about the product?
Case/chat routing was a struggle for our team to stand up.
What problems is the product solving and how is that benefiting you?
We're solving the issue of customer issues being ignored or forgetten. With Service Cloud, not customer issue is left behind and we're easily able to escalate issues.
Recommendations to others considering the product:
Leap. It's a fantastic tool that'll solve many of your customer service issues.
Salesforce is handy when having to keep up with submitted requests.
What do you like best about the product?
They layout of the website is nice and simple. Categories at the top help filter through what you are looking for. Many clients at my job use this system for knowledge bases and ticketing.
What do you dislike about the product?
I can't think of anything that I disklike about to system.
What problems is the product solving and how is that benefiting you?
We are able to keep track of a lot of things as well as find information about users.
Salesforce Review
What do you like best about the product?
Everything was very organized in Salesforce! I was able to easily look up clients' names and information before my calls. After I called, I was able to schedule when I would need to follow up with them and set alerts for the day of or a few days before- it helped me to remember what I needed to do so that no one was left behind!
What do you dislike about the product?
Not an issue with Salesforce itself, but I was not formally trained on the program, so it was a little bit of a learning curve to get used to it. I figured it out quickly as the program is pretty easy to use, but it was frustrating when I didn't yet understand the program because I couldn't find much online to help me with what I was looking for.
What problems is the product solving and how is that benefiting you?
A lot of caregivers were getting lost in the crowd before we started using Salesforce, but setting alerts and reminders whilst also having all of the names and information in one place really made sure that no one was neglected. It's been beneficial because we can track who we have reached (who has answered and who's voicemails we got) and could keep to a pretty tight schedule.
Recommendations to others considering the product:
I think that especially in the social sciences field (when dealing with people), this is a great program to use! It keeps your work organized and makes your job more manageable overall, especially when dealing with 50+ clients in a small business.
Salesforce
What do you like best about the product?
-I can manage my emails and tag other team members in the chat to discuss the email I received.
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
-It gives me a specific time frame to respond to emails and alerts me when I take a while to reply to a case
What do you dislike about the product?
-To receive better notifications.
-To be able to send to selected people in different campaigns all at once.
-To be able to send to selected people in different campaigns all at once.
What problems is the product solving and how is that benefiting you?
-Managing my cases and responding to my cases that come through in my email.
-Able to link two or more emails on Salesforce.
-Able to link two or more emails on Salesforce.
Review on Salesforce Service Cloud
What do you like best about the product?
I like how we can integrate the cases with related accounts, contact and opportunity. I also like how the cases can be escalated to the right queue. The list view makes it easy to maintain workload for different teams.
What do you dislike about the product?
We find the page performance to be poor, especially during peak season and when new releases are deployed. Managing disqualified cases is hard, and it's hard to integrate Talkdesk with SF.
What problems is the product solving and how is that benefiting you?
Accountability of Support Case, having per month reports has helped the team to recruit staff for peak timings and better prepare every quarter. Service cloud helps to integrate teams better. Integration of the Support Team with IRLS have helped to improve our customer relationships.
Recommendations to others considering the product:
Service Cloud is excellent to have your customer cases in the same place as your Accounts, Contact and Opportunity. The biggest issue is page performance which can at times degrade due to releases. SF does not have a solution for that. This impacts our customer service. We also get a lot of spam emails, and at times it can start a recursive loop. It's advisable to have the team trained for such use cases as it can very quickly block the actual cases from coming in. Integrating calls service in SF Service Cloud is not easy and is even more painful if you have to move from one vendor to the next. Overall, it is a good product but can be better. Reporting definitely could be improved for overall SF products - support team finds it hard to customize the data or display the dashboard to their needs.
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