Agentforce Service
Salesforce, Inc.External reviews
7,000 reviews
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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
Salesforce is functional, efficient and allows me to access the information I need.
What do you like best about the product?
Quick access to customer information through the integrated database. Ability to quickly update information.
What do you dislike about the product?
Lack of integration with other customer support software we use such as SPI.
What problems is the product solving and how is that benefiting you?
I am resolving a variety of customer issues by phone and email. The biggest benefit is being able to quickly retrieve info and relay it to the customer.
Great for Organizing Clients
What do you like best about the product?
I like the ability to add new information to client files easily.
What do you dislike about the product?
Adding new client files every year. Frustrating because then there's two plus files for one person.
What problems is the product solving and how is that benefiting you?
Organizing client files and contacts
salesforce service cloud
What do you like best about the product?
its good to use. learnt lot from salesforce. Get a faster, smarter, more flexible customer service solution now. ... Service Cloud can transform your company's customer service by solving problems faster on any channel. Radically increase agent productivity, give customers valuable always-on self-service options, and dramatically improve customer satisfaction.Service Cloud can transform your company’s customer service by solving problems faster on any channel. Radically increase agent productivity, give customers valuable always-on self-service options, and dramatically improve customer satisfaction. Do things that your legacy solution just wasn’t built to do with Service Cloud, the world’s #1 customer service app.
What do you dislike about the product?
live chat features are not completely user friendly.The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities. Event registration Enhanced search functions. Ability to track no shows to an event.Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.
What problems is the product solving and how is that benefiting you?
All in one place. Dashboard configuration is good with service cloud console. Service Cloud can transform your company’s customer service by solving problems faster on any channel. Radically increase agent productivity, give customers valuable always-on self-service options, and dramatically improve customer satisfaction. Do things that your legacy solution just wasn’t built to do with Service Cloud, the world’s #1 customer service app.
Recommendations to others considering the product:
its good to use. Completely user friendly
Training required
What do you like best about the product?
When using the product it is easy to strut right through it, however if there is something very particular that the company wants done, you need to be trained. However, the training isn't hard and it won't take hours out of your life. It just takes about an hour at most.
What do you dislike about the product?
Some things aren't very straight forward and you have to go delving into tabs and back out of tabs in order to do actions.
What problems is the product solving and how is that benefiting you?
Customer service for Non profits.
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