Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce combines all in one
What do you like best about the product?
Salesforce combined all of our systems into one. Making it easier
What do you dislike about the product?
I was a little hard to get a hang of at first.
What problems is the product solving and how is that benefiting you?
Only having to open one window. Instead of multiple
Good Case Management solution
What do you like best about the product?
Case History is amazing - you find everything related t one place. Speed of the app and platform. Mobile app integration, no matter which UI you use you get everything seamlessly. Availability of Salesforce platform and scalability is amazing. Also as its a SaaS solution, it helps my organization focus on business and not tool management.
What do you dislike about the product?
Too many clicks needed in browsing through, but I can understand why is that. However Salesforce can certainly work in this area. I think the price is on a higher side.
What problems is the product solving and how is that benefiting you?
Case management reported by customers
Worked with Salesforce for 8 years now
What do you like best about the product?
As far as service flow goes, Salesforce does a great job of keeping contacts organized, as well as providing a good 360 view of their activity. I am not aware of other products that are as overall compatable as Salesforce
What do you dislike about the product?
Sometimes the development aspect can be overwhelming, but if you have developers that understand what is possible, who not to do, and best practice, results can be very good
What problems is the product solving and how is that benefiting you?
We are able to track customer issues and stay on top of ongoing challenges. Tracking overall customer history and activity allows us to manage their services and experience
Adequate
What do you like best about the product?
Ease of use contacting customers via email
What do you dislike about the product?
Navigation to other sections , such as docusign
What problems is the product solving and how is that benefiting you?
Customer support by email is made simple.
Sales force CRM easy to naviagte
What do you like best about the product?
The ease of running reports and adding custom fields is great
What do you dislike about the product?
Wish it had better account management tools. I also wish you could add templates to cases and solutions. Oh and also - please make it easier to change email template layouts. You can't easily update the background image. You have to start completely over. We have a custom image that features our team. So when one team member leaves it takes us a solid hour to update our templates.
What problems is the product solving and how is that benefiting you?
One place to keep track of all of our key accounts and sales.
Recommendations to others considering the product:
Really great CRM
Popular but not the most user friendly
What do you like best about the product?
It is common and almost everyone has used it, so initial set up is not too difficult, but the transition is not ideal.
What do you dislike about the product?
It's hard to organize, and isn't super clear on how to find thing, i.e. keywords and labels.
What problems is the product solving and how is that benefiting you?
We have realized that for documentation of client communications, this works but is not the most user-friendly.
Recommendations to others considering the product:
It's a painful transition, but it does work for specific business goals and it is ubiquitous.
Salesforce Service Cloud - Contact Centre Back Bone
What do you like best about the product?
All our interactions and information is in one place - any way a customer contacts us shows all in one place.
What do you dislike about the product?
The needs of our business required us to make lots of customization's - the customization's are now causing us issues and we have to reengineer - In summary salesforce is great the way its supposed to be used.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place!
Easy to manage contracts and entitlements
What do you like best about the product?
Service Contracts & Entitlement Management, Omni Channel and Live Agent
What do you dislike about the product?
Service Cloud Console performance when loading list views
What problems is the product solving and how is that benefiting you?
Addressing automatic routing of cases/leads via Omni channel and integrating it live agent.
Flexible service cloud
What do you like best about the product?
Everything in Salesforce is record based which really makes it easy to work with and retrieve records. I think the design and interrelationship between records is done better than other ticketing systems out there. I worked on integrating Customers, Contacts, Opportunities, and Cases from Salesforce into our backend systems using DBAmp and I found that it ended up being easier to work with than expected.
What do you dislike about the product?
I really dislike that you cannot just copy and paste a screenshot into a regular or e-mail reply to a customer. I've seen other help desk solutions allow for this but no, instead you have to save the image somewhere then you have to browse to go and find it and then attach it. This takes way to long and is not efficient. Why can't I just paste a screenshot into the reply window??
What problems is the product solving and how is that benefiting you?
We needed a solution to manage a high volume of support requests from our customers. Our previous help desk solution was end of life and we need to move to another solution. Salesforce allows us to do that and integrated into our ERP system on premise.
User-friendly, but needs improvement
What do you like best about the product?
Salesforce is easy to navigate once you get the hang of it, with a friendly interface.
What do you dislike about the product?
In the year I used it, there were several glitches in various areas with no clear way to work around them.
What problems is the product solving and how is that benefiting you?
I used it to look up donor accounts and edit their payment histories to reflect receipts from Kimbia.
Recommendations to others considering the product:
Good way to keep track of donors and account histories, but has lots of room for improvement.
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