Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Salesforce Service Cloud
What do you like best about the product?
Great tool with plenty of options and highly customizable. Ideal for companies that have large volume of cases to handle on a day to day basis
What do you dislike about the product?
It is a costly and a not so good implementation will take you back a few steps.
What problems is the product solving and how is that benefiting you?
It can be implemented to handle all type of support requests in almost all industries.
Very Useful
What do you like best about the product?
It is byfar the most useful software I've ever used since working in a call center. I am able to track my cases easily which helps me increase my productivity.
What do you dislike about the product?
Some part of the software is not user friendly. However, when used everyday, you'll be able to have better understanding of the software
What problems is the product solving and how is that benefiting you?
My productivity in my past job was improved because it has many useful functions in just one software.
Recommendations to others considering the product:
The software will help not only in your productivity but also customer service quality.
Amazing Customer Service Solution
What do you like best about the product?
It's is a cloud customer service solution through which we can initiate customer related services from anywhere. It optimize the agent efforts, allowing them to handle customers requests .
What do you dislike about the product?
Cost is quite high and also support is cost. It should also be able to interact with AI based systems.
What problems is the product solving and how is that benefiting you?
Salesforce helps to track our customer and understand their needs .
Great platform for a sometimes complicated job.
What do you like best about the product?
Appreciate the ease of finding information & the organization once it is all set up.
What do you dislike about the product?
Can be confusing to explain to new employees, however good once understood.
What problems is the product solving and how is that benefiting you?
Finding new applicants & organizing that information.
Love the customization capabilities. Hate the search feature.
What do you like best about the product?
Note options and customizable settings make it easy to comment and make notes on our customer files
What do you dislike about the product?
I do not find the search feature very user friendly. I would love to be able to integrate more data with Intercom
What problems is the product solving and how is that benefiting you?
We use Salesforce for tracking sales prospects and tracking the status of our current customer accounts. It is helpful to be able to add comments and notes on accounts.
Telephony Solution
What do you like best about the product?
It is a tool with good vision of the client's journey, it is possible to qualify the leads with more facilities. Sales funnel process becomes more practical with this function. Tool with a Web portal, no need for installation.
What do you dislike about the product?
This is a product with a high price and a complicated configuration. Difficulty integrating with developed APIs.
What problems is the product solving and how is that benefiting you?
It improves the lead capture process and the sales process becomes more practical.
Service cloud is easy to use
What do you like best about the product?
I like the ease of use of creating cases to raise issues. Knowledge base and articles help the most. Also integration and tracking is easy.
What do you dislike about the product?
For every three releases in a year we need to plan. It is good to have advancement but takes time.
What problems is the product solving and how is that benefiting you?
Raising support cases and customer support.
Salesforce is customizable but can be buggy on customizations
What do you like best about the product?
I like that Salesforce records are the sole source of truth and information for our company. Different departments and teams have full transparency into our pre and post onboarding processes here at our company. Salesforce has been customizable to ensure that every step in our process is accounted for and streamlined.
What do you dislike about the product?
I dislike that our process for pre-onboarding can be buggy when multiple accounts or contacts have been created. With mistakes and dups the process can take double the amount of time. Many times this is human error but it would be helpful for an easier more user friendly fix. Salesforce can seem like a black box to a daily user.
What problems is the product solving and how is that benefiting you?
We are are tracking recruits and new agents in our company. Solving the problem of multiple locations for information. With Salesforce we have 1 location for recruit and official agent information. It also kick off the automation process for our agent communication. We have customized and integrated a product called Enboarder.
Best CRM / cloud computing software
What do you like best about the product?
So basically sales force is one of the top CRM (customer relationship management) software for me, I have been using it for over 2.5 years by now and has been one of the most extensive and complex cloud-based software. One of top-notch feature for me is its reporting system along with the alteration you can make as per your needs. The department I'm in is customer support so we kind of mostly use the service cloud and reporting. however other departments cover marketing and sales related features as well. Acquisition processes, order management, and inventory management are also one of the best features with the ease of use on the salesforce.
What do you dislike about the product?
There isn't much that I'd say I don't like but yes from time to time we face downtime issues. Secondly, sometimes you're not able to pull up the exact module which is required for which you'd have to make some changes at the backend. The rest I believe is good and much improved in terms of efficiency.
What problems is the product solving and how is that benefiting you?
We are basically a Saas company who provide product along with services. We sell E-logs system to all over the US fleets. We use Salesforce as a backend software for communication with customers and store their data upon the Salesforce cloud.
Recommendations to others considering the product:
It's very complex and vast cloud software and you can do a lot with it if you have a good know-how of how things work on the salesforce.
Salesforce for a Client Success Manager
What do you like best about the product?
Salesforce is a great tool to keep up to date notes on what stage my clients are at: onboarding, training completed, 1 to 3 months ramping up, etc.
What do you dislike about the product?
Salesforce can get a bit cluttered between the opportunity page, account page and instance page.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows me to keep tabs on all my active and inactive (past) accounts. The main benefit being the accounts opportunity amount which allows me to gauge up-sell opportunities.
Recommendations to others considering the product:
This is a great tool to manage you clients on a day to day basis!
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