Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Salesforce Review
What do you like best about the product?
The ease of usage and the ability to quickly send items to the people in your sales distribution list. Having a quick key to click and just easily send emails using salesforce makes this one of the best applications you can use in this area of focus. Not having to use an entire new user interface or dashboard also is a great addition. Having Salesforce added into outlook makes all of this a very easy process with a quick 1 click send to all the colleagues and or sales associates you need to send to. I would easily suggest Salesforce to any sales type of companies.
What do you dislike about the product?
One of the biggest issues I have come across when using salesforce is the issue regarding the Salesforce key in outlook. It has had various issues through the time of me using the addition to my outlook. Having to call and have a help desk fix this about once a month is VERY annoying.
What problems is the product solving and how is that benefiting you?
Better communication with the clients and quick easy 1 click options to send emails to the appropriate people I need to send them to.
Recommendations to others considering the product:
I would recommend this to anyone that needs to have ease of usage for email purposes. This addition to your outlook is a greatly beneficial program that allows you to quickly access your contacts and email them easily.
Overly Customizable Tool
What do you like best about the product?
I enjoy that cases are more than an email. A chat can turn into an email and a phone call and yet all relate to the same case
What do you dislike about the product?
I dislike how 1 click in another software turns into 3-7 clicks in Service Cloud
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to relate to the customer's issues in the various forms of communication that they want to engage us on.
Recommendations to others considering the product:
Know that you will need to spend a lot of work time up front to get it configured to what you want and probably hire a consultant company just to get it to a starting place.
Overall experience
What do you like best about the product?
The program is easy to navigate and is visually pleasing
What do you dislike about the product?
I dislike most the system time outs and when there are downages
What problems is the product solving and how is that benefiting you?
Easy connect with hotel properties around the world
Easy reporting and tracking. Essential software for companies
What do you like best about the product?
it is always a great experience. It is a premium software for big companies, and it has become the industry standard.
Pros
1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots
Pros
1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots
What do you dislike about the product?
1. Expensive
2. hard to get help sometimes
3. More options.
2. hard to get help sometimes
3. More options.
What problems is the product solving and how is that benefiting you?
Salesforce analysts to fix bugs, maintain the system, and help manage the tool.
Recommendations to others considering the product:
Yes, I would recommend.
a useful daily tool
What do you like best about the product?
i like the user interface of the classic SFDC webpages. Easy to navigate
What do you dislike about the product?
There are so many ways to customize that it is difficult to know the unknown unless exposed to other options by another person or during screenshares
What problems is the product solving and how is that benefiting you?
the most realized benefit is the ability to have the entire sales process in one system. our sales teams can log their work from end to end since we have an additional platform installed for the quote-to-cash process. this allows great visibility for leadership to know what's coming down the pipeline and allows marketing to better prepare supply
SF experience
What do you like best about the product?
I love how customizable it is, lots of places to look for data, knowledge base is included .
What do you dislike about the product?
Tracking q/a is a pain but once learned it's easy to keep up with. Find many agents not able to work SF seeing it as so much, in two weeks they're pros
What problems is the product solving and how is that benefiting you?
IT and CSR
Desk preferred to Zendesk
What do you like best about the product?
Pretty interface, uses tagging to set up automations, easy to set up filters.
What do you dislike about the product?
Not super easy to set up integrations compared to Zendesk.
What problems is the product solving and how is that benefiting you?
Customer support interface and help desk. Just overall a really easy, clean product to use to manage inbound email requests.
Recommendations to others considering the product:
I really preferred this product to Zendesk for a CS interface at a small company.
Infinite possibilities!
What do you like best about the product?
How flexible and easily accessible it is! Sales force has proven to evolve and grow as business need change.
What do you dislike about the product?
The look and feel is outdated. Creating new reports is not intuitive.
What problems is the product solving and how is that benefiting you?
Better reports, tracking data, metrics of Team. Unlocking the potential of SF makes it a viable solution for tracking so many processes.
Service Cloud
What do you like best about the product?
Service Cloud's macro tool is pretty powerful and makes repetitive tasks faster.
What do you dislike about the product?
The interface is a little cluttered and the search tool is not comprehensive.
What problems is the product solving and how is that benefiting you?
Receiving, recording, and responding to inbound customer tickets.
Recommendations to others considering the product:
It is a large and complex tool but it is also very powerful.
Though the features are great, the ramp up time has been a bit crippling.
What do you like best about the product?
The endless possibilities and features that they have to offer, though I wish there was a bit more clarity in this area.
What do you dislike about the product?
It seems like there may be a little too much customization, this sort of adds to the ramp up time and creates confusion.
What problems is the product solving and how is that benefiting you?
As a part of our Support Team, I am mainly using the software to create, respond to, and resolve inquiries. Service Cloud has given us the ability to track and reference a wide variety of case and customer details.
Recommendations to others considering the product:
Make sure that the company you hire to help with implementation is a reputable one. We ended up having to switch midway through our implementation and it was a major hindrance.
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