Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce Service Review
What do you like best about the product?
Reason for Contact metrics is very helpful in reporting on why our fans contact us
What do you dislike about the product?
Could flush out reporting better as it is inconsistent
What problems is the product solving and how is that benefiting you?
Utilized for encompasing all customer contacts by four different channels. Realized we could change business process and become more effective with self service and empowering agents with our Jibe app.
Salesforce is a great platform for CRM
What do you like best about the product?
Large amount of users and documentation for this product. I have never seen a product that is supported by more users ever.
What do you dislike about the product?
Not that I dislike this, it is very different: There are a governors that are in place that force you to code to their standard, since it is a multi-tenant environment.
What problems is the product solving and how is that benefiting you?
We no longer have to worry about the back end maintenance, upgrades and performance.
Recommendations to others considering the product:
Make sure to get experts on your side to help architect your solution. Really think about your data strategy up front so you are not cleaning up problems later on.
Customer Success Management
What do you like best about the product?
-Easy to use, syncs with all other programs, access information, remotely still stay in contact, conduct my task list
What do you dislike about the product?
Too big, runs slow, lack of customer support, don't know who to call
What problems is the product solving and how is that benefiting you?
Getting out of spreadsheets
So great!
What do you like best about the product?
Salesforce allows me to keep track of all my calls and prove the accuracy of my pipeline to my boss.
What do you dislike about the product?
Nothing to dislike! There's so much flexibility in terms of customization.
What problems is the product solving and how is that benefiting you?
Pipeline and sales process accuracy and organization
Powerful incident management solution
What do you like best about the product?
Force.com case management comes with 360 view of customer data such as account and purchase history. This make sure one of the most powerful solutions in this area.
What do you dislike about the product?
User experience is not the best since it comes with everything salesforce has but not big deal.
What problems is the product solving and how is that benefiting you?
Customer incident management and 360 view of customer data
Puts our customer 1st
What do you like best about the product?
I think the best part of the Service Cloud is their Omni-Channel functionality that allows us to quickly route the cases ti the reps that have the experience and bandwidth to resolve it quickly.
What do you dislike about the product?
With all relational databases there is a level of customization that's required. Service cloud does require an Admin or in some instances a Developer too.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our reps to have a 360 view of our customer while resolving this isuess lightning fast (pun intended)
Service Cloud Certified Consultant
What do you like best about the product?
Omni channel support capability. Service console features.
What do you dislike about the product?
Knowledge Management can be better. Social media support can be better.
What problems is the product solving and how is that benefiting you?
Contact center efficiency. Reduced call time/issue.
Recommendations to others considering the product:
Great capabilities. Excellent business support.
Service Agent Application
What do you like best about the product?
Best Service App in the Market, Lot of Features Call Center Telephonic Integration, Live Agent, Email to Case , Web too Case, SLA Management , Service Console .
What do you dislike about the product?
Service console app having wired behaviour in some browsers.
What problems is the product solving and how is that benefiting you?
implemented case management system for client
Recommendations to others considering the product:
Service Features
Increases customer retention
What do you like best about the product?
I love that the software is cloud-based, allowing for customers to be helped at any time and any place. I also really love the self-service options that are available and allow the customer to be able to get help on small things, rather than tying up an agent.
What do you dislike about the product?
I do not like that the live agent chat console cannot actually transfer files. I think that could really be beneficial in many cases.
What problems is the product solving and how is that benefiting you?
Knowledge base has allowed agents to get through cases faster by being able to search for certain topics and being able to find the resolution for those issues rather quickly so they can log the call, help the customer and move on to the next customer.
Recommendations to others considering the product:
Familiarize yourself with knowledgebase because you will use it literally every single day.
Streamlines Our Support Process
What do you like best about the product?
The best part about the Service Cloud is that it gets our support team to log cases in the same place our sales team is logging their activity and deals! It makes it so much easier for everything to be managed in one place.
What do you dislike about the product?
We have a lot of duplicate records in our database, and sometimes cases get logged on different contacts. When you try to merge contacts together you can't becuase you cannot merge cases. This would be an ideal feature add.
What problems is the product solving and how is that benefiting you?
We are able to solve our customer issues faster, and get direct insight when there is a lag in being able to solve their issues.
Recommendations to others considering the product:
If you use Salesforce for you CRM, the Service Cloud is a no brainer! I would recommend.
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