Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Good for most support ticketing needs
What do you like best about the product?
Comprehensive features for managing support ticketing, easy to implement agents and teams
What do you dislike about the product?
There's a lot of features that small businesses and startups don't need. No features for download version control. Unable to manually create customers unless they first email us. Limited customizability.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets for statistical analysis and continuous improvement of product, improved customer relationships,
Recommendations to others considering the product:
There are other excellent solutions that we are evaluating still. Don't just go with it because it's a Salesforce product
Great for support
What do you like best about the product?
As a product support specialist, I use salesforce on a daily basis and I love how it is easy to use not. User friendly and ease to search cases
What do you dislike about the product?
Once in a while I have a few server issues, also sometimes when I am searching something, it automatically populates the exact phrase which makes it hard to find relevant information.
What problems is the product solving and how is that benefiting you?
Use it to document cases, keep client profiles, look up client cases, create a knowledge database.
Recommendations to others considering the product:
A steep learning curve, take time to learn it well.
Best CRM for support
What do you like best about the product?
Best product to support customer requirements and services
What do you dislike about the product?
Nothing as of now - overall product experience looks great
What problems is the product solving and how is that benefiting you?
Providing customer service over emails and enhancing the user reading experience through Magzter
Recommendations to others considering the product:
Best product to solve the customer needs over emails, previously the need for customer service was very limited but now the service sector has developed a lot and we need a tool like Desk to solve their needs
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud is an easily accessible tool for use with all of my business needs.
What do you dislike about the product?
Salesforce Service CLoud isn't as reliable as I would have hoped for timing.
What problems is the product solving and how is that benefiting you?
SAlesforce Service Cloud has allowed me to have a central place for my contacts and their information.
Great for smaller businesses but can get clunky with larger ones
What do you like best about the product?
I like the overall UI and the base functionality
What do you dislike about the product?
At times it can be a little clicky and hard to get to what I want
What problems is the product solving and how is that benefiting you?
I’ve tracked processes and I’ve realized it’s pretty good in helping with ticket management
Service cloud provides best customer experience
What do you like best about the product?
It is web based total customer service management solution that works equally well in supporting on site and remote workforces.
It help you reduce handle and follow-up time while ensuring that customer issues don’t "fall through the cracks
Integrated knowledgebase capabilities allow sharing of information
Availability of self-service options to assist in call diversion efforts.
It help you reduce handle and follow-up time while ensuring that customer issues don’t "fall through the cracks
Integrated knowledgebase capabilities allow sharing of information
Availability of self-service options to assist in call diversion efforts.
What do you dislike about the product?
It quite costly especially when compared to other products that offer similar services in the market.
It also lacks some features such as back office processes for a business that is looking for a broader solution.
It also lacks some features such as back office processes for a business that is looking for a broader solution.
What problems is the product solving and how is that benefiting you?
Allows your employees to see a 360 degree view of customer interactions
Integration with phone and VOIP systems to reduce call handling time
Quickly enter, classify and route customer issues to the appropriate employees for resolution.
Integration with phone and VOIP systems to reduce call handling time
Quickly enter, classify and route customer issues to the appropriate employees for resolution.
Recommendations to others considering the product:
Robust TAPI integration allows salesforce.com to talk directly to your phone system to take advantage of features like real time customer lookup and predictive dialing
Your customers can interact with support agents over the web using LiveChat, integrated seamlessly into salesforce. Monitor and create cases directly from Twitter and Facebook as well.
Your customers can interact with support agents over the web using LiveChat, integrated seamlessly into salesforce. Monitor and create cases directly from Twitter and Facebook as well.
Salesforce is a great tool for your business
What do you like best about the product?
Salesforce is a great tool for your business. It's really helpful for tracking leads and keeping track of contract expiration/renewal status.
What do you dislike about the product?
I think the UI could use some improvements. The dashboard looks like it was built in 1990.
What problems is the product solving and how is that benefiting you?
Sales, renewals, organization
ALL REQUEST IN ONE PLACE
What do you like best about the product?
I like the power and flexibility this application offer for small, medium and big companies. Filters, Rules and automation makes all the difference. The support team gives excelent and quick answers. Server is stable and fast and the mobile application has everything you could need to keep track of your tickets.
What do you dislike about the product?
Search is not as fast as I'd like and sometimes is hard to find old tickets, specially when you don't know the email of the person who sent it to you.
What problems is the product solving and how is that benefiting you?
Support and project requirements for all our customers.
Recommendations to others considering the product:
If you need to centralize all the requirements of your customers to track and manage your agents efficiency, this is the took you need.
Good for managing client interraction
What do you like best about the product?
I like that you can save interractions to a client
What do you dislike about the product?
I dislike how difficult it can be to remove a case accidentallt opened
What problems is the product solving and how is that benefiting you?
I mainly use it to track previous chats/calls with customers. It is great for reviewing any issues or notes that were made
Great Service for my Company
What do you like best about the product?
I love that there are so many options for admin based reports and setting or completing tasks in a timely manner. The record keeping and report management is a spectacular part of this program.
What do you dislike about the product?
There isn't anything about this program that I dislike. Everyone in my company seems to be liking and actively using this program multiple times a day.
What problems is the product solving and how is that benefiting you?
Completing group task that will be handled by multiple agents. Holding information that is used by multiple departments in an use to use interface
Recommendations to others considering the product:
We have been using this program that bridges the gap in between multiple departments and it has definitely had communication a breeze for all of those involved.
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