Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Easy accessibility with sales force
What do you like best about the product?
I love our company is able to prioritize
What do you dislike about the product?
Can't view other agents looking at same email
What problems is the product solving and how is that benefiting you?
Our platform is used for customer support. A huge benefit is being able to look up all open tickets for a user
Access
What do you like best about the product?
Easily accessible for most of your customer information
What do you dislike about the product?
No current dislikes..program serves my use
What problems is the product solving and how is that benefiting you?
The abillity to see information across multiple departments
Great Software
What do you like best about the product?
Easy to use and get the job done. Provides great support
What do you dislike about the product?
With it being cloud based sometimes it can be slow
What problems is the product solving and how is that benefiting you?
Providing customer feedback . Easy to yse
Straightforward Agent Tool
What do you like best about the product?
I love the ease of use and the fact it can be customized to fit our business model. We bring people in off the street, and anyone can pick up on the social-media like aspects of SF.
What do you dislike about the product?
some things get lost in the shuffle, and you can't find them. I can't seem to find an easy way to shift work from someone who took the first call to a higher tier without the "escalate a case", but not all work goes to the same place....
What problems is the product solving and how is that benefiting you?
We went from XX CRMS to one! That's a training win if I have ever heard of one.
Can there be a better CRM ever?
What do you like best about the product?
I have used Siebel, Sugar, NetSuite and Microsoft Dynamics in addition to Salesforce. Neither of them come close to Salesforce's ease of access, especially with the Setup. Salesforce also has the best knowledge base.
What do you dislike about the product?
The limit on Workflows per Object is a hard stop. I understand there are different editions and Workflows can be purchased, but then it puts SFDC Admins in a tight spot.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for our Support tickets. It provides our reps with all the data that is required with respect to our Customers in one screen. Using a CRM has never been easier.
Great product for a tech support solution
What do you like best about the product?
This is a fantastic piece of software for any kind of tech support company. Would highly recommend.
What do you dislike about the product?
The GUI could use a bit of updating to look more modern. Other than that, it works great.
What problems is the product solving and how is that benefiting you?
Solving issues for customers who use our product. This is a great way to organize the contact system and lead pursuit.
Does the job but seems to be dated
What do you like best about the product?
I was able to get up to speed quickly. It seems to have the functionality that its main competitors have. The price is still acceptable.
What do you dislike about the product?
There are too many clicks. The reporting seems to be very basic. The integration with SFDC seems to be a weak point. There are too many clicks from a ticket in SFDC to the actual conversation. It seems very clunky. I would have expected better since it's part of SFDC. Our users have expressed formatting issues.
It's also lacking integrations. It just seems it's fallen behind and is no longer a priority.
It's also lacking integrations. It just seems it's fallen behind and is no longer a priority.
What problems is the product solving and how is that benefiting you?
We have our Success and CX teams using it. We are able to track our client inquiries and segment are different customers.
Used in a previous job
What do you like best about the product?
It was easy to use and got most people on board with.
What do you dislike about the product?
Getting people on board with a new system was difficult.
What problems is the product solving and how is that benefiting you?
We used it for customer services issues. It helped us stay connected with each other.
Recommendations to others considering the product:
Works easy and lets you stay connected with your other employees. We could easily share information about an issue a customer was having.
Not integrated well enough
What do you like best about the product?
I like that Desk is a shared inbox for our team.
What do you dislike about the product?
We chose desk because we thought it was going to integrate seamlessly with Salesforce. It doesn't.
What problems is the product solving and how is that benefiting you?
To see what other team members are trying to solve is helpful.
Recommendations to others considering the product:
Consider other customer support options before assuming desk will fix your problems.
Simple to use
What do you like best about the product?
Good software. Simple to use and good for assisting in client issues
What do you dislike about the product?
Log in complexity for user can be simplified.
What problems is the product solving and how is that benefiting you?
Saves time in knowing what we need.
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