Agentforce Service
Salesforce, Inc.External reviews
7,000 reviews
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Csr chat operator
What do you like best about the product?
Ease of use was exceptional very simple process
What do you dislike about the product?
Its a little slow at updating would like to see more frequent updates on software
What problems is the product solving and how is that benefiting you?
Has a lot to work wit0h
Easy to use
What do you like best about the product?
I really like that it is easy to use and can keep all information needed in one spot.
What do you dislike about the product?
I wished that it did have a desk notification that can be set up for when something is new in there.
What problems is the product solving and how is that benefiting you?
Allows me to communicate with my team about my call audits.
Clunky and Slow - There must be a better way
What do you like best about the product?
The main benefit of Salesforce Service Cloud is that it can be used to build a team inbox and you can answer customer inquiries from different email addresses. There are also a number of ways that you can customize the layout and metrics reporting.
What do you dislike about the product?
The processing time that it takes for any action at all. Anytime I click on anything or update information, I'm waiting at least 5 - 10 seconds for the information to log. Emailing only supports text, so you're out of luck if you need to paste an image or screenshot. Very limited messaging capabilities.
What problems is the product solving and how is that benefiting you?
Using to answer support inquiries from clients. The main benefit is we have a dumping ground for emails that we can assign and distribute.
Recommendations to others considering the product:
Don't.
Basic HelpDesk with Integration Capabilities
What do you like best about the product?
My favorite thing about Salesforce is the InContact Phone Integration.
What do you dislike about the product?
The amount of redundancy required in case escalation could be greatly improved.
What problems is the product solving and how is that benefiting you?
Business problems solved by Salesforce include the ability to track our known issues from multiple environments in one place using tags and reference numbers
Saves time and boosts productivity
What do you like best about the product?
Serves as a one-stop shop for agents engaging with customers to look up information, make decisions based on analytics, and close deals and attach related notes. Lets organization look at customer satisfaction and expectations versus real-time stats.
What do you dislike about the product?
Needs personnel to be trained in Salesforce CRM for them to completely understand and exploit its benefits. Not that effective as a standalone application.
What problems is the product solving and how is that benefiting you?
Customer engagement, improving customer satisfaction, and boosting agent productivity.
Recommendations to others considering the product:
Easier interface which requires less training and saves time on training as well as maintenance.
Salesforce Review for Business
What do you like best about the product?
Ability to track notes and information specific to a client and be able to log info in an organized and easily accessible manner.
What do you dislike about the product?
Specifically, outbound email procedure from within. Logs emails separately per response rather than in a single thread.
What problems is the product solving and how is that benefiting you?
Ability to track client relationship history with internal representatives and service provided to them in the past.
Generally great but can be a bit clunky.
What do you like best about the product?
I like the ease of use. I was able to learn how to use Service Cloud pretty quickly.
What do you dislike about the product?
Finding anything outside of the standard queue seems to be a bit difficult. It's never just one easy step.
What problems is the product solving and how is that benefiting you?
Our support queue is made pretty seamless through Service Cloud.
Good application if you are in customer service business
What do you like best about the product?
The interface looks good on the eyes.
Easy to use.
User-friendly.
Makes it easier to document interactions with the customer.
Cloud-based.
Does not freeze at all.
I can easily manage my cases.
Easy to use.
User-friendly.
Makes it easier to document interactions with the customer.
Cloud-based.
Does not freeze at all.
I can easily manage my cases.
What do you dislike about the product?
Salesforce overall is a good application. There is really nothing about it that I don't like. However, if I have to say something, it would be that it does not provide too many options for personalisation.
What problems is the product solving and how is that benefiting you?
It has helped manage customer cases. As soon as you open a case, it gives an overview of the whole case which leads to saving so much time and effort. It is cloud-based so does not freeze like other sales applications.
Recommendations to others considering the product:
Good application to manage customer cases.
Ease of Development
What do you like best about the product?
It is very easy to set up a new portal and setting up new users to access the portal.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
The Customer Portal is highly customizable and I have been involved with several projects from the development side of the business. We had set up several customers logging into the same portal and adjust the screens and pages necessary for each individual customer. Deploying from the Staging environment to Production takes some time to get used to. You have to make sure that you have above a certain percentage of code that has been tested. Without this being met, you are unable to deploy to production. If there is a nuance between Staging and Production test code, you could have an issue on Deployment night.
What do you dislike about the product?
Being able to hide and show various tabs based on the users role was tricky to implement. If you have to create something that deviates from the normal Saleforce offering was difficult.
What problems is the product solving and how is that benefiting you?
We wanted to satisfy several customers accessing single point of entry to be able to provide return products to a customer. By allowing different companies to log into the same portal, Salesforce is able to adjust the look and feel for each customers experience. This being all configurable.
Recommendations to others considering the product:
If you require users to log into a system and have the site customized to specific user roles, this product would be good to try and implement your solution with.
Great Tool for Tracking Information
What do you like best about the product?
I like that SalesForce easily tracks customer information. Through cases and logged emails, it’s easy to track a customer’s interactions with coworkers
What do you dislike about the product?
I don’t like that progress can’t be automatically saved, and some tasks take many clicks to get to the needed results.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions with many different departments they connect with.
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