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.
Does the job/not perfect
What do you like best about the product?
MOST of the features are beneficial, at least the ones that we use on my tier. The most important is how efficient it is to record important information and make it accessible for other users of the site to obtain it. In addition to that, it increased speed for us to be able to reach more clients per day. And to top that, it allows us to sort by time so we are never accidentally calling clients in different time zones too early in the morning (its difficult being on the east coast trying to get in touch with somebody on the west coast hehe).
What do you dislike about the product?
Overall, the site is pretty successful and I love using it compared to ones that I have used in the past. There are a few issues I've found in using Salesforce over a longer period of time.
* Very slow - it can take several minutes to get a page to load occasionally, or after I submit some information on a person's profile it can take a while before I'm ready to move to the next just to be sure it doesn't accidentally submit to another person's profile (so many oops moments when that happens)
* Occasionally it will look like its not loading, you might hit save again, only to find that the addition you have submitted has entered/loaded several times
* Very slow - it can take several minutes to get a page to load occasionally, or after I submit some information on a person's profile it can take a while before I'm ready to move to the next just to be sure it doesn't accidentally submit to another person's profile (so many oops moments when that happens)
* Occasionally it will look like its not loading, you might hit save again, only to find that the addition you have submitted has entered/loaded several times
What problems is the product solving and how is that benefiting you?
It allows us to successfully screen/communicate with clients and share the information with other members of the team so we can all stay on the same page. Far more organized than previous sites/methods we have used.
Recommendations to others considering the product:
Take some time to get to know all of the features before jumping in. It is a fairly easy site to use/intuitive, but if you're not taking advantage of all the features it can be less than ideal for your company.
Salesforce
What do you like best about the product?
Salesforce is an easy to operate and manage interface. It provides the details with various flags and provides different views that can be customized as per convenience.
What do you dislike about the product?
Sometimes even after refreshing the page you still see the previous contents and it needs to be refreshed multiple times.
What problems is the product solving and how is that benefiting you?
It is really needed for a business like customer support.
Great features and Helpful Application
What do you like best about the product?
This service makes it so simple to get assistance when having issues on Salesforce.
What do you dislike about the product?
Sometimes the "Help" section does not have an answer that actually helps.
What problems is the product solving and how is that benefiting you?
The Help Desk and Live Chat makes it effective and efficient to problem solve independently.
Recommendations to others considering the product:
This is a great "Add On" to go along side the Salesforce CRM platform for businesses with a large amount of employees that work independently because you can literally get help right from your device without leaving the Salesforce platform.
Great Tool For Customer Service
What do you like best about the product?
I love having information about my customers available on the same page as the Case itself. Labeling each Case allows me to generate extremely detailed reporting about my Caseload. Macros have saved my team hours of time, and it has really encouraged creative thinking to generate more!
What do you dislike about the product?
The Lightning Layout can be overwhelming to new users with the amount of information present at one time on the screen. Classic mode is a lot easier to digest, but once a user becomes more comfortable with their environment, Service Console is like a battle station.
What problems is the product solving and how is that benefiting you?
Service Cloud has allowed me to better understand the types of Cases that we are receiving on a yearly basis so that we can focus on ways to improve our software to prevent these similarly occurring issues to repeat in the future.
Great system!!
What do you like best about the product?
I like that everything is under one system.
What do you dislike about the product?
Just that the notifications don't allow you to click on it
What problems is the product solving and how is that benefiting you?
keeping track of our customers and orders placed
Recommendations to others considering the product:
It's a great product.
Sales force service cloud
What do you like best about the product?
I enjoy salesforce for its ability to turn customer emails into cases. This allows other people within the team to handle customer emails if the original recipient is not available.
What do you dislike about the product?
Salesforce is pretty good overall but every once in a while it does “go down” this is tough for us bc it is so integral to our internal processes.
What problems is the product solving and how is that benefiting you?
The ability for all members on a team to see the correspondence with a client.
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.
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