Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Best Customer Support & Sales Tool Out There
What do you like best about the product?
It is so simple to use the the Salesforce and desk.com integration is seamless. It allowed our sales and support teams to keep track of customer as we engaged with them. Therefore, we were always able to provide our customers with the best experience possible. Our Sales people benefitted from understanding how our last conversation with the customer went and the platform allowed us to leave notes for internal members within the tool so that we are constantly on the same page.
What do you dislike about the product?
The UX flow is a bit messy at times. We had multiple occasions when support team members accidentally sent messages to customers before they were done composing messages. Editing and updating responses can be difficult as well. A bit confusing setting canned responses.
What problems is the product solving and how is that benefiting you?
Customer support and Sales. We were able to stay consistent in messaging and better understand the customer journey through Desk.com. From a customer support standpoint, we were able to close complaint cases at a much faster rate than previously. The collaboration tools within the platform allowed me to assist other team members from a manager standpoint.
Recommendations to others considering the product:
Absolutely the best tool in the market for customer support and sales integration. Couldn't recommend it more.
Good
What do you like best about the product?
User friendly and provided the data that I need.
What do you dislike about the product?
Does not pull in data as manual as I would like it.
What problems is the product solving and how is that benefiting you?
All data analytics done though salesforcr
Great software
What do you like best about the product?
I love this software because it keeps track and helps support the sales team quickly and accurately
What do you dislike about the product?
Not sure of anythings I dislike about this product or service. It's a great overall product that helps out our sales :) I would recommend it to anyone I know
What problems is the product solving and how is that benefiting you?
I have a lot of problems that I have been able to solve with the use of salesforce service cloud. The client management is fantastic and the sales go smoother then other software our company had used
Recommendations to others considering the product:
No answer
Cluttered but with time you can find everything you need.
What do you like best about the product?
Menu that quickly navigated to all the fields needed to complete the work.
What do you dislike about the product?
There is a lot of information that is unnecessary and adds a cluttered sense.
What problems is the product solving and how is that benefiting you?
Organizing business opportunities to pursue.
Great product
What do you like best about the product?
Crm tool is very good for keeping track of data
What do you dislike about the product?
Sometimes, the reports feature gets complicated to run
What problems is the product solving and how is that benefiting you?
Organization of customer data and meta data
Valuable Tool to Coordinate Among Business Partners
What do you like best about the product?
The reporting function allows us to easily monitor status at our business partners.
Can control exactly which fields are visible to ensure InfoSec compliance.
Can control exactly which fields are visible to ensure InfoSec compliance.
What do you dislike about the product?
The login url isn't robust and causes a lot of user confusion. Even worse is after auto-logout, by default portal user is taken to generic login screen that will refuse their password as they aren't logging in at the portal url
What problems is the product solving and how is that benefiting you?
Communication with our manufacturing partners for work (job) orders. By eliminating paper we've ensured the latest edition of instructions reach the person actually performing the work. Salesforce reporting functions allow us to track metrics such as number of jobs open and average time to completion.
Recommendations to others considering the product:
Try to understand if you want to use portal or community.
Great for structuring consumer feedback
What do you like best about the product?
I like that I can define how to segment user inquiries. It’s also very easy to modify the UX of servicing pages for csr reps. Reporting is also very easy.
What do you dislike about the product?
Very complex; lots you can do, but sometimes things that seem easy require custom development (or aren’t possible). Very easy to customize the product to the point that it’s unmanageable, especially if the admin leaves.
What problems is the product solving and how is that benefiting you?
Collecting and reporting on data rather than just volume. This is critical. Ability to track ways in which csr responds is also helpful for auditing. Has made a big impact on SLA management.
Recommendations to others considering the product:
Just know that it requires a lot of support if you want to really leverage it.
Ease of use of Salesforce
What do you like best about the product?
The ease of linking templates with your email, following case types and to easily Search for similar cases.
What do you dislike about the product?
That you can't easily save defaults (email sending from) or the email signature while typing out the email.
What problems is the product solving and how is that benefiting you?
Keeping track of case types, managing contact information.
We have been able to keep all our data in one organized location which made it much easier to run historical reports based on trends we see in our industry
We have been able to keep all our data in one organized location which made it much easier to run historical reports based on trends we see in our industry
Salesforce review- would recommend
What do you like best about the product?
I like that everyone at my firm can track their activity to avoid redundancy, and I like that it syncs to Outreach.io.
What do you dislike about the product?
I dislike how slow it is--annoying process to add info because it takes so long to load.
What problems is the product solving and how is that benefiting you?
As a venture capital analyst, I am able to track which companies I have reached out to already on Salesforce so that I will have "ownership" over those companies and no one else from my firm will reach out - it would look unprofessional for multiple people from my firm to reach out to the same CEO.
Recommendations to others considering the product:
very good to track info
Fully integrated solution
What do you like best about the product?
Provides a 360 degree view of customers. Eliminated the need for multiple pieces of software and streamlined processes.
What do you dislike about the product?
The cost of Service Cloud is prohibitive for small businesses. A few of the best features are an additional fee.
What problems is the product solving and how is that benefiting you?
The implementation process and third party was long and difficult. It has taken more than 6 months to get it fully adopted.
Recommendations to others considering the product:
Use an on site partner for implementation
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