Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Friendly integration with your in-house application and services
What do you like best about the product?
Keeping track of sales and customer relationship, great integration with Okta for internal employee authentication and import of customer data
What do you dislike about the product?
Pricing is proportional to your customer base and not visible on the marketing site
What problems is the product solving and how is that benefiting you?
CRM, sales tracking and customer support with company agents. It's pretty easy to manage and enhance the relationship with the customer and better growth for the company
Recommendations to others considering the product:
Service Cloud and Sales Cloud license are sharing all objects except:
- Knowledge that need an add-on. Add-on is available on top of Sales Cloud or Service Cloud
- Entitlement that require a Service Cloud license.
- Chat that need an add-on on top of Service Cloud.
- Knowledge that need an add-on. Add-on is available on top of Sales Cloud or Service Cloud
- Entitlement that require a Service Cloud license.
- Chat that need an add-on on top of Service Cloud.
Neglected. Horrendous integration with public facing communities. Poor UI for article editing
What do you like best about the product?
It's saving grace is the ability to share knowledge across the SF platform on customer cases, SMS, Facebook messaging, used with chat bots, attach to field service work orders. The introduction of Einstin Article Recommendations is benefitial for surfacing relevant articles to my support team without them needing to go searching for it. It's very clever and I've seen it recommend articles to customer cases when the customer has sent an email full of spelling mistakes.
What do you dislike about the product?
We only recently migrated to the SF platform and SF Knowledge replaced Zendesk. It's been seriosuly neglected by Salesforce in the transition to Lightning. The UI is just like any other SF screen, with a tiny rich text box which is impossible to use for lengthy articles. It's not fit for knoweldge article editing. I've had to teach the team how to hack the page HTML using the Chrome Developer mode to make the rich HTML box bigger. There's an Idea to fix this from 2 years ago with over 6000 points and still hasn't been addressed by SF. Functionality hasn't all been moved over to Lightning so you need to jump back into Classic interface just to be able to look at what articles are in what data category for example. Filtering by Data Category in Lighting isn't possible. It took me awhile to get my head around the fact that articles are stored in Data Categories internally, yet the external data model is completely different with the use of Topics in Communities. So these need to be mapped in the community to add the topic to articles when you add it to a category. Yet if you change data category, it doesn't delete those existing topics, it'll only adds the new topics from the mapping you created. During our migration, we decided to update a number of Categories/Topics which needed articles to be moved around and now we have hundreds of articles with older topics as well as the new topics. It's quite a mess. It really needs a lot of love by SF.
What problems is the product solving and how is that benefiting you?
Having everything in the one platform is hugely benefitial for my team. They're able to help customers from the single platform and have access to all the customer data and supporting product knowledge. They can easily share links to customers as well as embed articles into emails.
Embedded Salesforce Functionality for Your Website
What do you like best about the product?
I like the embedded nature of Snap-Ins, which prevents website visitors from needing to launch a separate tab or window to interact with employees.
What do you dislike about the product?
If you use any of the Pre-Chat forms to capture initial information from website visitors prior to chatting, that extra step can detract from the seamless customer experience that organisations try to build on their websites. Lastly, the offline support form that is used to capture enquiries from website visitors during offline hours can be temperamental. That is, cases are created for offline enquiries and routed to a queue; however, our experience has been that the cases often bypass the case-assignment rules and end up assigned to the default case owner, which is usually the administrator. Obviously, that can be a problem, as all offline enquiries would then need to be manually assigned to the queue, which could lead to increased response time.
What problems is the product solving and how is that benefiting you?
Salesforce Snap-Ins have allowed our website visitors to have real-time interactions with our Inside Sales Team, which is just another method of efficient communication between our company and its customers--both existing and new. Additionally, all website interactions get logged in Salesforce, which can help generate consistent and efficient future interactions.
Recommendations to others considering the product:
Salesforce Snap-Ins are embedded functionality for most editions of Sales Cloud, so it is really not worth purchasing a separate chat and support solution unless there is something major missing from the base functionality. For most organisations, Snap-Ins (rebranded as Embedded Service Deployments) will be more than sufficient for day-to-day requirements.
My Salesfroce Service Cloud Nightmare
What do you like best about the product?
it organizes Accounts and Contacts pretty well.
What do you dislike about the product?
everything about around communicating via email to clients and our staff
What problems is the product solving and how is that benefiting you?
supposedly help desk
Recommendations to others considering the product:
Unless you have a large budget for implementation and customization go with someone else that has a product originally built for this purpose. such as the one they killed desk,com
Sales Force really helps time process
What do you like best about the product?
It's convenience to access files quickly
What do you dislike about the product?
Slow to load up files when bigger then usual.
What problems is the product solving and how is that benefiting you?
Customer support/ file access
Recommendations to others considering the product:
This is a great system.
Very User friendly
Simple
Very User friendly
Simple
Effective ticketing system
What do you like best about the product?
Being notified by email on SLA timeline violations prior to set specific hours on tickets that our assigned to us
What do you dislike about the product?
The screen window space can be re-arranged if it can help in better utilization of the ticket description space considering the number of toggles actions in the thumbnail/listing area.
What problems is the product solving and how is that benefiting you?
The ultimate benefit would be managing all the tickets in one tab and not having to open multiple tabs to keep the chaos of, It is quite an effective ticket managing tool. Also, it would be a good option considering to have a bell/tone notification whenever there is a change in the status of a ticket or a comment added by anyone on the ticket.
Salesforce CRM is very useful for everyone.
What do you like best about the product?
It is good CRM to comparing to other CRM. Performance is good. And reliability is also good. It is very secure. No neet to install anything. We can upload the files.
What do you dislike about the product?
Dis likes are not there. Everything is working good.
What problems is the product solving and how is that benefiting you?
We can connect customers easily. we can solve the issues. There are different types of clouds. We can chat with customers.
Recommendations to others considering the product:
Everyone can use. It is free for all. And it is the best crm.
Salesforce service cloud is a good experience
What do you like best about the product?
It is good experience and it's very useful for learning. It is user friendly and we can use anywhere by using only internet. We can create reports and dashboard. We can get notifications. Live chat is there.
What do you dislike about the product?
Dislikes are not there. Everything thing is fine.
What problems is the product solving and how is that benefiting you?
We can resolve the issues and we can easily communicate the customers.
Recommendations to others considering the product:
Everything is fine..I like very much. We can communicate easily with customers and notification option is there. And we can we can chat and reports and dashboard we can create.
Great Service Software
What do you like best about the product?
Being able to customize portals and also self-service help center.
What do you dislike about the product?
I cannot think of anything I dislike. but for anyone who is not used to Salesforce, they may need some training
What problems is the product solving and how is that benefiting you?
It allows a customer to connect to a Service agent via the web in real time while providing multilingual support. This allows a real-time 1 to 1 chat instantly from any device.We likethat the chats can be quickly routed to subject matter experts
Ticketing
What do you like best about the product?
The capability to open multiple tabs and the functionality to save partially completed work.
What do you dislike about the product?
Sometimes it will auto save a blank case.
What problems is the product solving and how is that benefiting you?
Creating tickets and utilizing for adding parent and child cases.
Recommendations to others considering the product:
It integrates with other platforms amazingly.
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