Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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A must have for customer centric organizations
What do you like best about the product?
It is absolutely the 360 degree view of the Customer and how many offerings Salesforce has to better interface with your customers. We're able to keep a consistent picture of our customers while offering a consistent experience across the different disciplines of our organization (Sales, Service, Marketing)
What do you dislike about the product?
It can be very complex and hard to find good help. Finding good help that knows what they're doing in your initial setup is probably the most important task you have ahead of you if you aim to use Salesforce Service Cloud. Find a Salesforce Certified Partner for the best luck in finding good help! Utilizing the various Salesforce Resources at your disposal can also help in implementing Salesforce correctly the first time.
What problems is the product solving and how is that benefiting you?
We're able to keep a complete and consistent view of our customers by using Sales, Service, and Marketing Clouds. We focus less on systems talking to each other and more on improving everything else.
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud has such a wide variety of uses to enable companies to create one database for all of their information needs.
What do you dislike about the product?
I feel like the change over to Lightning was a bit rushed in some departments.
What problems is the product solving and how is that benefiting you?
Service Cloud has allowed us to manage cases in real time, with webforms set on the internet for our clients to submit issues and have them instantly create a case in Salesforce.
Recommendations to others considering the product:
Make sure that you have an I.T. group that can support the product.
The Salesforce Service Cloud is driving sales of your products to great effect.
What do you like best about the product?
Sales programming that enables cloud sales, automates the monitoring of the steps that the user makes when he wants to buy a product, making it easier to understand the type of products that the customer buys, where with this software you can see your purchase history, which serves to guide your finances and budget the expenditure generated during the time of use of the program, to track the flow of money in and out of the organization, operating with a system of financial data backup.
What do you dislike about the product?
The monitoring generated by salesforce service cloud is not always effective in its entirety, some parts of the activity tracking fails to be focused in great proportion, forgetting to take into account certain aspects and guidelines that keep the company firm and can contribute to the development of the linkage of cloud sales with the company that works with its programming, where the level of management control and regulation of sales must be improved to achieve more productivity and economic solvency.
What problems is the product solving and how is that benefiting you?
Originally I use the cloud sales system to benefit from having an immediate sales response, which helps sell in record time, quickly and supported by the realization and creation of a management with professionals in the financial area, which can boost my economy, to the point of giving profitability and progress to my company, by activating its resolution parameters failures in the sales system of the corporation, removing everything that the platform does not need.
Recommendations to others considering the product:
Its mechanisms for solving sales failures can be noticed for multiple reasons, this software has made my organization global, being an extraordinary scale of projection, which can take companies that work with cloud sales to the top of sales innovation systems and programmatic problem solving processes, where its system effectively tracks the activities that are performed with its programming.
Responsive Team with Great Insight on User Experience
What do you like best about the product?
Airkit is very helpful in increasing our productivity and decreasing service costs by deflecting calls from clients. Our clients are able to access the information they need immediately and on their own time with a great user experience. The Airkit team is very responsive when we want to make changes or add use cases to our app build-outs. They offer helpful opinions when are working to improve our digital customer experiences, and the deployment has been rapid at every stage of the process.
What do you dislike about the product?
The Builder Studio could be more intuitive to navigate. It changes frequently as new functionality becomes available.
What problems is the product solving and how is that benefiting you?
We have been able to decrease phone time for our employees by redirecting customers' calls to the Airkit platform. It has streamlined our ability to convey information on all of our listings to outside parties.
Salesforce
What do you like best about the product?
Salesforce has made reaching out to clients and to potential clients extremely easy with features such as click to dial and click to text/email.
What do you dislike about the product?
There are still some improvements that need to be made such as being able to see all of the clients data on one page without having to click elsewhere.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed us to work quicker and more efficiently. It has been extremely helpful to be able to click multiple tasks at once to revise them or close them out.
Salesforce Service Cloud
What do you like best about the product?
Salesforce to me is one of the easiest platforms to utilize due to its user friendly, interactive capabilities. It's easy to navigate and pick up new tips/tricks to ensure productivity.
What do you dislike about the product?
Honestly don't have a bad thing to say - the platform has so much to offer
What problems is the product solving and how is that benefiting you?
Our company utilizes salesforce and has most major departments navigating this software - we track call center calls for viability throughout our company via cases.
Recommendations to others considering the product:
Salesforce as a company in general is on the right upward trend of innovation and design ideas. I would recommend this platform to anyone with a robust need for customer service transparency.
The Absolute Worst Help Desk Possible
What do you like best about the product?
Absolutely nothing. I do not think there are any redeeming qualities about Service Cloud. The only marginal plus is the native integration with the other Salesforce platforms.
What do you dislike about the product?
Service cloud is clunky, slow, ugly user interface and just filled with bugs.
We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.
Biggest cons:
-unable to easily share case links
-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)
-slow searching for cases
-poor search functionality (other than case numbers)
-triggers only work about half the time
-reporting is slow and clunky
-feature gaps exist between classic and lightning (new interface)
And most importantly, customers are constantly begging us to switch back to Zendesk.
STAY FAR AWAY!
We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.
Biggest cons:
-unable to easily share case links
-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)
-slow searching for cases
-poor search functionality (other than case numbers)
-triggers only work about half the time
-reporting is slow and clunky
-feature gaps exist between classic and lightning (new interface)
And most importantly, customers are constantly begging us to switch back to Zendesk.
STAY FAR AWAY!
What problems is the product solving and how is that benefiting you?
We moved to Salesforce Service Cloud since our sales team uses Salesforce. We haven't achieved any benefits except for being able to look up sales data.
Recommendations to others considering the product:
Avoid it. Stick with other help desk software.
Experience Using Salesforce
What do you like best about the product?
What I like best about this system is the user ability of it. While training new employees they tend to catch on quickly which makes training smoother.
What do you dislike about the product?
What I don’t like about it is the fact that certain users are allowed to do certain things. This comes into play when not every time am I in a situation where I can speak with a manager. I need changes made on the spot.
What problems is the product solving and how is that benefiting you?
This programs helps our trainees jump right into the field. When using this system we can measure our employees sales data and provide adequate feedback for those employees.
Makes life easier!
What do you like best about the product?
Quick links for internal programs. Also, I like that tabs stay open, even if you accidentally close the page.
What do you dislike about the product?
The chatter page is a little busy. I would like a better UI.
What problems is the product solving and how is that benefiting you?
Seeing all customer benefits and information in one place helps solve problems quickly.
Have used Service Cloud at multiple jobs for multi product/multi channel support
What do you like best about the product?
Very configurable so you can set it up to work for just about every need you can think of. If there is a process you want to incorporate, you can likely find a way to do it with Service Cloud.
What do you dislike about the product?
There is no out of the box way to make trend reports which means you still have to either purchase a third party plug in or track metrics outside of SF for trends. This is basic functionality that any ticketing system should have. Classic seemed easier to navigate and use than the new lightning.
What problems is the product solving and how is that benefiting you?
We use it to track cases across multiple teams and products.
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