Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Useful Tool! Glad to Implement it in my office experience
What do you like best about the product?
I love how easy it is to transfer cases back and forth to various members of my team. I also appreciate the template functions, as they make emails a breeze
What do you dislike about the product?
I wish it looked nicer. I spend all day in salesforce, and it hurts my soul a little with how ugly it is.
What problems is the product solving and how is that benefiting you?
It's definitely helped us to keep our cases very organized, which improves our response time. It's a tool we use in our day to day work, and we couldn't imagine a system that would be able to serve our needs like Salesforce does.
Quick fixes, for demanding clients
What do you like best about the product?
Solutions were relatively easy and quick to implement.
What do you dislike about the product?
I never had any real issues. I think it crashed once on me.
What problems is the product solving and how is that benefiting you?
Helping clients with a variety of issues.
Not great as a Helpdesk system
What do you like best about the product?
It allowed us to create many locations for easily tracking where an incident took place.
What do you dislike about the product?
It’s not a good system for supporting customers due to the aesthetics of email chains. Additionally, looking at metrics and tracking is a lot more difficult. Salesforce is better for of course—sales.
What problems is the product solving and how is that benefiting you?
It allowed us to track which classrooms had the most incidents and need the most support.
Recommendations to others considering the product:
Best used for Sales! There are much better ticketing systems for Help desk issues especially since they charge per account. It adds up quickly with a plethora of employees.
Great CRM platform
What do you like best about the product?
Service Cloud is very user friendly; I personally prefer Lightning mode over Classic.
What do you dislike about the product?
Not a lot to dislike; however, I wish the incoming emails from customers would display in full screen. I don’t know if this is a setting capability, but for right now, all my cases display in boxes where long emails get cut off and I have to scroll sideways to read it.
What problems is the product solving and how is that benefiting you?
Keeping track of all support questions organized by account and contact name. It’s a great tool and makes my job easier. It’s great for internal communication as well.
Love Salesforce
What do you like best about the product?
Ability to prepare Articles and import to Salesforce Knowledge
What do you dislike about the product?
I cannot think of anything off the top of my head. Really nice solution
What problems is the product solving and how is that benefiting you?
More inquiries turn to true leads
Recommendations to others considering the product:
This solution is a wonderful tool for exploration and interest building
Better Communication
What do you like best about the product?
It is very easy to use by all employees and makes communication efficient.
What do you dislike about the product?
There are a few bugs and problems within the console.
What problems is the product solving and how is that benefiting you?
Better and efficient communication between customer service reps and clients.
Recommendations to others considering the product:
Really love this product. It has made communication easier and more efficient. Love it!
Fantastic software
What do you like best about the product?
Salesforce is very easy on a service side. The fact that there are almost an endless amount of adjustments and addons that can be done helps the setup and maintenance.
What do you dislike about the product?
Some actions can be a bit cumbersome and difficult to do. I must say i really dislike lighting version.
What problems is the product solving and how is that benefiting you?
We are able to fully see every interaction within our company to our customers. This has increased productivity 10 fold.
Recommendations to others considering the product:
Work very closely with Salesforce on the implementation side.
Good but can use work
What do you like best about the product?
Easy to use interface but more support in set up
What do you dislike about the product?
Needs more set up support and easier integrations
What problems is the product solving and how is that benefiting you?
Needing to help clients
Service Cloud Review
What do you like best about the product?
Ease of use and extensibility of the platform.
What do you dislike about the product?
Ramp up time can be tedious for some customers.
What problems is the product solving and how is that benefiting you?
Provides the ability to connect directly with customers and manage the relationships in real time.
Easy to use
What do you like best about the product?
Most of Salesforce is fairly straightforward and easy to use.
What do you dislike about the product?
Can be difficult to locate what you need at times.
What problems is the product solving and how is that benefiting you?
Helps customers.
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