Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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External reviews are not included in the AWS star rating for the product.
The greatest thing is the Support
What do you like best about the product?
Salesforce again has set the benchmark for what service solutions should aspire to. It's got most of what you need and is very comprehensive.
What do you dislike about the product?
Sometimes things as far as use of the solution took us longer than we would have liked. We did contact support who offered good solutions to minimize this though.
What problems is the product solving and how is that benefiting you?
We had been looking for a good cloud solution to be part of our current solution set. This was something that complimented us well.
Recommendations to others considering the product:
Try this if only to experience what great support Salesforce offers.
Fairly decent customer self-service solution
What do you like best about the product?
Great for call center agents and other market-facing employees. Out-of-the-box integration with Service Cloud provides seamless self service and a 360-degree customer view. Minimizes handoffs and callbacks because of lack of customer information, thereby providing a seamless and delightful customer experience.
What do you dislike about the product?
Not as versatile as claimed by Salesforce. For example, it can't easily be customized to mimic an organizational view for B2B firms with intermediated business models and presence of distributors.
What problems is the product solving and how is that benefiting you?
Seamless customer experience by minimizing the need for customers to repeat themselves or provide information multiple times. Also for single customer view across all product lines and channels.
Recommendations to others considering the product:
Give it a try. It might just be what your organization needs.
Quick time to deployment and easy to use
What do you like best about the product?
The console screen is my favorite feature and it is the feature that most clients love. It can be very simple for basic use or can be customized for detailed information where you can include analysis, KPIs and an overall 360 degree view of the customer. With customization the possibilities are endless.
What do you dislike about the product?
Only basic functionality is available out of the box and sometimes, basic tasks that should out of the box require some customization. Some sample workflows are available but are not robust enough for businesses. The new and improved process flow provide more functionality, but may require more technical skills than an admin level type.
What problems is the product solving and how is that benefiting you?
It provides a 360 degree view integrating multiple systems which helps the agents or the manager see all pertinent information while talking to the client without accessing multiple systems. It provides call logging and call recording (depending on the CTI/IVR chosen) and many other quick features to make the agent more efficient.
Recommendations to others considering the product:
When considering Service Cloud you should evaluate the technical expertise in your company. While the application can mainly be configured by an admin with novice technical skills, some features such as integration, branding and performance may require architectural type skills. If your company is small and all you need is the ability for customer to self service or for your agents to log calls, then having an admin on hand will suffice. If you are looking to take the software to an enterprise level, a technical expert support is a must.
Great Customer Overview and Support Platform
What do you like best about the product?
The different methods of submitting support requests and dynamic routing. You can submit requests through chat, email, and support forms. This tool has a great email2case tracking functionality that allows customers to even login to view their case. Agents can quickly look through their queue to see what they need to address based on priority or escalation. This platform allows agents to use predefined templates based on specific requests that come in.
What do you dislike about the product?
If you are not a Salesforce Admin, this can take some time to learn and setup. You will need someone with Salesforce experience to set this up in order to get the best experience with this platform. If you are currently using this platform but in classic version, it can take time to adjust configuration and user experience if you want to switch to lightning experience.
What problems is the product solving and how is that benefiting you?
Quickly connect with customers allowing agents to easily navigate through the cases. Agents also have different methods of communicating with the customer and better visibility of the customer. For example, how many cases they submitted previously, previous communication, entitlement status, and even previous products they purchased.
Recommendations to others considering the product:
Great for a 360 view of your customers. If setup correctly, you can run great reports/dashboards of incoming cases allowing you to setup KPI's for your internal support team. If you want to view your internal support process, this gives you great measurements on duration of incoming cases being closed and volume of cases closed by agent. This can be implemented for any size of support teams and customer volume.
If your not using Salesforce, You Should
What do you like best about the product?
I like the fact that all the agents are able to access the same information without the need for individual logins for different systems.
What do you dislike about the product?
I do not like the time frame in which it takes to update certain services.
What problems is the product solving and how is that benefiting you?
I have no business problems to solve with Saleforce. The benefits with thier customer service causes me to rate the high review.
Salesforce Service cloud
What do you like best about the product?
It is very good ticketing tool or service based functionality. also it will firt for any type of organization which they wanted to tracking some kind of communication and follow up the response for their clients. The clients can be any type horizon or vertical.
What do you dislike about the product?
It is running on the cloud, after lighting experience upgrade little performance issue on certain area. but not all the use case. So overall some issue is there but advantage has more value then of this. So it should be fine.
What problems is the product solving and how is that benefiting you?
there is many other ways being used. like internal communication and sales reps issue being responded and track their issue. there are some situation like live agent chat are being attached to the case. So that we can track for higher hierarchy in the org. also some of the internal changes on the back end system being tracked, so that it helps for audit trail during some compliance issue.so overall it is better place to commucation and resolve the issue in time and being tracked by mangers. The service console is good like all at one place. you can search or create the lead and attach the case how that particular lead is being created. so here reps can make more productivity.
Recommendations to others considering the product:
it is better to choose if we already have saleforce in place. So that all Sales, marketing and service cloud will accessed in same place. In fact basic service cloud will be part of enterpice edition.
Salesforce Service Cloud is Amazing
What do you like best about the product?
The Salesforce service cloud is an amazing tool that allows for communication with all internal and external employees, as well as being intuitive and easy to use.
What do you dislike about the product?
I do not like the requirement to sign up and download the software
What problems is the product solving and how is that benefiting you?
scheduling, customer ticket creation, customer data and retention, order tracking and customer maintenance.
Mobility and Flexibility
What do you like best about the product?
I enjoy the Salesforce interface - all of my tasks and processes are centralized in the software, and it's easy to juggle customer service tickets via phone and email. It connects well with Talkdesk (our phone software) and Olark (for live chatting) to collect all inbound and outbound correspondences in one platform.
What do you dislike about the product?
The reporting and tagging features can be cumbersome. The service cloud can be tricky to master, and process is crucial for accurate record-keeping.
What problems is the product solving and how is that benefiting you?
We join all of our tickets - chat, email, phone, and web form - into one central location with the Service Cloud app. This helps us keep track of all open correspondences, without needing to document or itemize materials across the various platforms that we use.
Recommendations to others considering the product:
Appoint an employee to manage and maintain the company's interactions with the product to guarantee smooth implementation and access for all employees at varying levels/ departments.
Useful and Convenient
What do you like best about the product?
Salesforce is definitely doing a lot of things right. They have support software, CRM software, and so much more. Their extended amount of services that tie together is my favorite thing about them.
What do you dislike about the product?
There truly is nothing I dislike about Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Being able to integrate social media support, help desk features, and so much more is so helpful.
Salesforce
What do you like best about the product?
Its best way to work with customers on different ticket
What do you dislike about the product?
I don't like the word limitation that salesforce has
What problems is the product solving and how is that benefiting you?
Customer related issue
Recommendations to others considering the product:
Best way to track and work on customer related issues
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