Agentforce Service
Salesforce, Inc.External reviews
7,000 reviews
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External reviews are not included in the AWS star rating for the product.
Powerful customer service provider tool
What do you like best about the product?
It is one of the most powerful platform for providing excellent services to our clients. I am happy with its efficient features and functionalities. We are taking much benefit from its mobility access, we allow our team members to execute various solutions from across the entire world, and we are better dealing with our active cases through its help. It has provided us with the Communities tool which has allowed us not only to help our customers but also customers could offer helping hand to others with self-service capabilities.
What do you dislike about the product?
I am new to this software and trying to discover its new features. But one thing which our team has felt its complexity in terms of launching, further we have faced some issues about the searching feature, actually its interface is not simple and requires a proper understanding of every icon so that it could be used to its fullest.
What problems is the product solving and how is that benefiting you?
Its search engine has opened new doors both for our team and our clients to find the right solutions against the existing problem and this service is provided by their knowledge module. It has provided us the insight of the critical business layouts and its reporting feature is very fast and based on real time.
Recommendations to others considering the product:
This tool is very suitable for all organizations which want to built a strong relationship with their customers. However it is available in various plans and you can chose according to your business setup.
Great flexible solution to deploy mobile and web data acquisition workflows from your customers
What do you like best about the product?
Having the ability to on the fly create solutions for data acquisition in a matter of days vs months has been the best attribute for selecting the Airkit product. Airkit's product allows for rapid deployment of mobile, web, and telephony data acquisition workflows from your customers or vendors. You have an two options for creation: have Airkit complete create your workflow or create your own in their Studio product. The product also has the ability to integrate with Zendesk or any REST API platforms so that you easy have data flow directly to your business applications.
What do you dislike about the product?
Airkit is always adding new features to their product and I find that we are always tweaking our customer interaction workflows with each new features to add more useful data content to our business applications.
What problems is the product solving and how is that benefiting you?
Our company was looking to reduce the cost of data acquisition. Previously we had a medium sized team of call center agents focused on outbound calling to acquire information. We have reduced staffing and increase accuracy of data via the Airkit product via simply sending a text, email or giving out a web url to our customers and acquire inventory data.
Knowledge is powerful - but still lacking.
What do you like best about the product?
I love that you can update Knowledge and easily add new versions of files and make edits without creating a new new article.
What do you dislike about the product?
There is no search feature. It's really hard to find what you are looking for if you don't create list views to organize things. Even then, there should be a search for that so you don't have to use your browsers search function because it only searches what's visible on the page, not ALL articles. Also don't like that you have to pay for a license, unlike Solutions in Classic.
What problems is the product solving and how is that benefiting you?
We bought a Knowledge license so that we could publish articles to the Community for our clients, so that is nice, that you can email those articles from a case as well to help customers.
Recommendations to others considering the product:
It's a great way to store information and worth the license if you want to share information with customers via Communities.
The powerful marketing and customer management solutions.
What do you like best about the product?
It provides you the best customer relationship management .It provide you custom reports which help you in business analytics. It is perfect for sales team. It keeps track of all sales information that is related for you. It is well integrated. It provides you top level of customer supports. It also manages our social media accounts. It provides you email marketing and face book posting as well. It enables you to segment large amount of data of user.
What do you dislike about the product?
It can be hacked easily. If you have large data set will take a lot of time. It is not consistent. There is no notification of knowing is your query has finished or not. Random items can easily be shared. It is costly. You have to learn more about it to use it. It is very expensive for small business and will need investment on training as well. It is time consuming in learning as well. Sometimes the customer support is not so good.
What problems is the product solving and how is that benefiting you?
Salesforce is best for email automation. It provides our company the best marketing. It enables us to pre schedule communication. It provides you internal communications as well. You can communicate with your employees with the help of it. It provides you all history of reporting and track its data. It also provides you analytics. It provides you a great feature of ghostwriting like ability of sending email by someone else.
Salesforce Knowledge
What do you like best about the product?
It is very easy to create and edit KBs. The search and filters for KBs works very good as well.
What do you dislike about the product?
Not a big deal, but there is no alerting options to help remind you to review your articles. I'd like to set an annual reminder in the system, but just did it in my Outlook calendar instead so easy work around.
What problems is the product solving and how is that benefiting you?
We are keeping information updated and easily available for all of our staff. Having information that's easy for someone to get themselves helps that person get answers and solutions faster, and lowers the number of tickets submitted for additional support.
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
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