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.
We integrated this with MArketo and the results are amazing!
What do you like best about the product?
There are so many downfunnel metrics we couldn't see, but now we can becuas eof the integration
What do you dislike about the product?
The interface contains a lot of things, but is fairly easy to navigate
What problems is the product solving and how is that benefiting you?
We couldnt see any down funnel metrics
How Salesforce meets our needs
What do you like best about the product?
I love the intuitiveness of Sales force and its features
What do you dislike about the product?
There is nothing that I dislike about it
What problems is the product solving and how is that benefiting you?
We’re able to organize our clientele
Service cloud is a useful tool for managing our repair service desk
What do you like best about the product?
The structure of the database and canned reports allow for easy startup
What do you dislike about the product?
The lightning transition was painful. We also have many legacy items -- we have been using the system for more than 10 years
What problems is the product solving and how is that benefiting you?
Service desk scalability with formal communications & reporting
Service Cloud changed our business
What do you like best about the product?
Service cloud has allowed us to create records of all of our customer interactions and proactively predict when a customer needs help from us.
What do you dislike about the product?
We have had some issues with the switch from classic to lighting but that hasn't been a big problem
What problems is the product solving and how is that benefiting you?
we are now able to create reports to discover which of our customers are putting the most strain on our service team and address the issue by providing extra help to them.
Recommendations to others considering the product:
Get a written and defined SLA
Salesforce helps my team perform efficiently and effectively
What do you like best about the product?
I love the ability to customize fields and workflows that fit our processes.
What do you dislike about the product?
When I have a question about best practices, I often find the self-help solutions a bit cumbersome.
What problems is the product solving and how is that benefiting you?
My team can quickly tailor responses and move through cases in an efficient manner due to client data being right at our fingertips.
Super easy for salespeople & customer success team to use
What do you like best about the product?
Our Sales/CS folks are heavy users of Salesforce for CRM activities so I was thankful that we implemented Service Cloud to have everything we need in one view/tool. Submitting cases is pretty straightforward and I love that we get email notifications when anyone replies to the ticket with questions, answers, next steps, etc. As a relationship manager, it really helps me stay on top of current customer issues or tasks on my plate
What do you dislike about the product?
As new replies are added via chatter to a case I receive the email notification and can click to go directly to the case in Salesforce. However, often times the full chat/discussion history does not show up. Instead, I have to click again on the ticket number to pull up all the conversation history.
What problems is the product solving and how is that benefiting you?
Quickly address customer concerns, technical issues, dev/ bug problems, escalation needs and more!
Seems user friendly
What do you like best about the product?
I like that you can delegate permissions to individuals; I personally have lesser than admin access and find it user friendly.
What do you dislike about the product?
I don't like that after you create a customer/account that's a duplicate, you don't find out until everything is completely entered. Trivial, I know.
What problems is the product solving and how is that benefiting you?
Complete transparency across the customer service teams
Awesome Experience
What do you like best about the product?
The sales force platform is so intuitive and user friendly. It allows ease of communication with internal and external customers, which makes everything so much more easily traceable. Highly recommend for every business.
What do you dislike about the product?
Not much to be honest. Wish I had more freedom of customization.
What problems is the product solving and how is that benefiting you?
Not a lot to be honest. I love the customer integration the best and the ease of tracking everything.
Time Sensitive Asset
What do you like best about the product?
Adequate and timely functionality.
Custom preferences and organization method.
Custom preferences and organization method.
What do you dislike about the product?
No downsides but I would like easier access to direct support with mite sub departments.
What problems is the product solving and how is that benefiting you?
No big problems. Beneficial due to sharing inter office information.
Recommendations to others considering the product:
Consider the high turnover. bb.
a framework that allows you to do anything
What do you like best about the product?
IT provides you with a framework to build off of and gives you the resources you need
What do you dislike about the product?
can be difficult to set up, very sensitive to changes
What problems is the product solving and how is that benefiting you?
keeping all records and calls and emails in one large database that we can pull from
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