Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Salesforce service cloud
What do you like best about the product?
1.Simple UI Simple workflow building and management
2.Multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.
3.As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.
2.Multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.
3.As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.
What do you dislike about the product?
1.I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.
2.The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.
2.The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.
What problems is the product solving and how is that benefiting you?
This tool was make easy my help desk task in end 2 end. The live chat and self service option is really great and it reduced most of the internal man works.
Recommendations to others considering the product:
Hi Users,
This is really good tool for customer services. it will reduce most of the man work by self service method. so i am strongly recommend this one.
This is really good tool for customer services. it will reduce most of the man work by self service method. so i am strongly recommend this one.
Love Salesforce
What do you like best about the product?
I love how easy it is to navigate and the functionality is much better than other platforms that I've used.
What do you dislike about the product?
Sometimes when I am working on fulfillment items, I get error messages when trying to complete the workflow for no reason so have to wait to do it again.
What problems is the product solving and how is that benefiting you?
I am a Quality Specialist working on billing issues with the customer and determining whether or not one of the advertising campaigns are live. I am easily able to quickly find all the information I need to audit accounts and can get in touch with sales reps and other employees easily.
Recommendations to others considering the product:
No recommendations
Excellent 360 view of Customer Service
What do you like best about the product?
The ability to keep track of all customer service activity regardless of channel.
What do you dislike about the product?
There is nothing I dislike. Everything is awesome
What problems is the product solving and how is that benefiting you?
One repository for all Client support with analytics that allow management to track the customer service department.
Clunky and Aging
What do you like best about the product?
The fact that it's optimized with a database in such as way as to find answers quickly.
What do you dislike about the product?
The clunkiness of the platform makes quickly switching customers or users a huge pain.
What problems is the product solving and how is that benefiting you?
Helping users.
Great ptoduct
What do you like best about the product?
The use of being sble to contact people from text as I’m working on the same file.
What do you dislike about the product?
Not much sometimes it spins and locks up but thats only once and a wile.
What problems is the product solving and how is that benefiting you?
The ability to work with a customer and there account all in one program.
Best Database App for Helpdesks
What do you like best about the product?
The ability to create separate databases within the same company for different departments to access different information.
What do you dislike about the product?
I have not encountered any major problems using this software.
What problems is the product solving and how is that benefiting you?
Utilizing the search functions within Salesforce to retrieve customer data to verify their identity and provide account information to them as requested.
Easy to use
What do you like best about the product?
Easy to move around the site. No major issues to deal with.
What do you dislike about the product?
There is nothing that I dislike about this software.
What problems is the product solving and how is that benefiting you?
Easier to contact customers and message other staff members within our organization.
Excellent Support and the technology
What do you like best about the product?
Their solution is very good. They have dynamic knowledge base, easy API Integration, Social media integration, live web chat support, good dashboard, workflow and approval automation. All these are the basic needs for any business that requires customer support.
What do you dislike about the product?
Their price is higher as compared to other platforms. My package is Lightning Essentials and for this they are currently charging around $25/user per month. I am receiving their bill on the yearly basis but they are not providing any promotional code or discount in that.
What problems is the product solving and how is that benefiting you?
I am using that for multilingual support and their mobile app integration. They have predefined APIs that are easy to integrate into various platforms.
Recommendations to others considering the product:
Just recommendation is to lower their prices seeing the market competition and to simplify their rules assignment engine.
Salesforce review
What do you like best about the product?
ability to contact someone when needed and to chat someone with an issue
What do you dislike about the product?
not modern look, many steps, can be confusing for 1st time users
What problems is the product solving and how is that benefiting you?
tracking messages, documents, conversations
Recommendations to others considering the product:
shadow other users, hands on experience, learning the shortcuts and how to navigate through the product
Salesforce LiveMessage has endless bugs
What do you like best about the product?
Salesforce LiveMessage automatically links a text (SMS) conversation to accounts in the CRM. LiveMessage also allows us to send automatic SMS reminders to customers/clients.
What do you dislike about the product?
Salesforce LiveMessage requires constant troubleshooting and de-bugging. It took months to get the chats to route to the correct representative. Messages do not have timestamps. Chats disappear and do not log correctly. You must "End LiveMessage" in order to keep your dashboard clean. The dashboard is clunky and seems outdated. Notifications don't make sense. It is difficult to sift through tabs on the dashboard to find the correct conversation.
What problems is the product solving and how is that benefiting you?
Salesforce LiveMessage allows us to contact our clients using a means other than Email and Phone. It also allows us to send automatic text (SMS) reminders.
Recommendations to others considering the product:
LiveMessage is a huge headache. Do not recommend.
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