Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Sales force has a great reputation and assets to make your job easier.
What do you like best about the product?
I like that I’m able to have all my files in one spot, organized and readily available to myself and colleagues at anytime.
What do you dislike about the product?
I dislike the amount of storage available to myself.
What problems is the product solving and how is that benefiting you?
The business problems I’m solving is that I can have all my files readily available when needed and also in one spot.
Recommendations to others considering the product:
I recommend this product to bring a better flow to your work environment
Lightweight, high performance SFDC
What do you like best about the product?
Easy to customize and quick to deploy. Ease of use and intuitive navigation.
What do you dislike about the product?
Nothing in specific. It has everything needed for effective sales and service for our client
What problems is the product solving and how is that benefiting you?
Insurance service for contact centers
Some good features similar to Sales Cloud but not as Service centric as other systems
What do you like best about the product?
If you are already using Salesforce, having 1 Source of Truth/place to look to find what tickets a customer has open before trying to sell or upsell them is priceless. Email to Case , Service Console and the community portals are also features that Salesforce Service Cloud does well.
What do you dislike about the product?
It's not intuitive to set up. Just being software savvy does not make you a good Salesforce Admin. Spawning cases (ie creating a case from another case) is not easy and though the portal is great for customers so they can submit/review or close their own tickets it's a pipe dream to think your users are savvy enough or patient enough to want to do so. Knowledge, Milestones and Entitlements (SLAs) and Community portal is something I would potentially even hire someone to implement for me if I went that route (eventhough I'm an admin of 5+ years!)
What problems is the product solving and how is that benefiting you?
Internal and External Case/Ticket management. It connects with JIRA so if that is something your internal users are already use to that is helpful. Replacing desk.com or replacing or integrating with ZenDesk were also business problems clients wanted to solve.
Recommendations to others considering the product:
Don't hurry to replace a system like ZenDesk - look to integrate first. And then look at the costs and the pros and the cons. Service Cloud is not cheap. ZenDesk easily does out of the box what in some cases, Salesforce requires a consultant or at least experienced admin to configure for you.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
User friendly
What do you like best about the product?
The application is easy to use. Nothing hard about it.
What do you dislike about the product?
Nothing. The application is user friendly.
What problems is the product solving and how is that benefiting you?
Customer related issues and prolem solving.
It's fine
What do you like best about the product?
It does what it's supposed to do with little to no issue.
What do you dislike about the product?
It seems like it wants to integrate a number of functions across different platforms but just comes up a little short.
What problems is the product solving and how is that benefiting you?
It organizes our accounts
User friendly
What do you like best about the product?
The ease of using the product. It helps you keep track of customer history with very simple search ability.
What do you dislike about the product?
The time It took to merge customers profiles.
What problems is the product solving and how is that benefiting you?
Keeping track of all of our customers interactions.
Recommendations to others considering the product:
Easy to use and customizable.
Great tool
What do you like best about the product?
Integration with jira, slack etc
Fearures for timecards, dashboards
Fearures for timecards, dashboards
What do you dislike about the product?
Search is sometimes not intuitive, need to use exact keywords
What problems is the product solving and how is that benefiting you?
Sales, timecards, expenses, utilization tracking for resources
Review of Salesforce
What do you like best about the product?
it is extremely user friendly and easy to use.
What do you dislike about the product?
i don't have any complaints about salesforce, I love that we use it
What problems is the product solving and how is that benefiting you?
it makes all of our interactions with our customers very organized
Great Interface and easy to use
What do you like best about the product?
Everything is easily found in the easy to use interface and console that is available in the service cloud.
What do you dislike about the product?
Sometimes its slow and the multiple tabs that open can be confusing.
What problems is the product solving and how is that benefiting you?
We are able to be more productive with service cloud with everything organized and seen in one view and one tab on our computer!
Recommendations to others considering the product:
If you are looking to find something easy to use inside of Salesforce use the Salesforce service cloud.
Bare bones
What do you like best about the product?
All conversation about a topic in one place; see history, get new people up to speed.
What do you dislike about the product?
Difficult to confine things to tickets; artificial constraints; difficult to report/see how things are going holistically; related tickets to each other.
What problems is the product solving and how is that benefiting you?
Documenting bugs and enhancements with web partner.
Recommendations to others considering the product:
Look into setup for more reporting/visualization options. Set clear parameters on what should be a new ticket and what should be further discussion.
Track tickets that are re-opened. Use another system like Trello for more visuals. Add more prioritization options in ticket creation/editing. Allow communication through tickets on e-mail; not Comments.
Track tickets that are re-opened. Use another system like Trello for more visuals. Add more prioritization options in ticket creation/editing. Allow communication through tickets on e-mail; not Comments.
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