Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Desk Review
What do you like best about the product?
It's a basic, beginner level customer service software for smaller companies.
What do you dislike about the product?
The reporting is not as robust as other solutions.
What problems is the product solving and how is that benefiting you?
It handles tickets well and is good for companies just starting out.
Recommendations to others considering the product:
I think this is a good software for smaller companies, however when you get to be a certain amount of agents and the company needs to rely more heavily on data and reports, this is not the software for you. In addition, more downtime than Zendesk (by a lot).
Difficult to learn but customizable
What do you like best about the product?
Once you learn how to use it, you are able to generate reports for basically everything that you are looking for. There seems to be a lot of customization and capabilities. It also seems to be an enormous database that is still able to move really quickly during the course of fast paced conversations with a customer.
What do you dislike about the product?
It is fairly difficult to learn. From the beginning of seeing it I was completely overwhelmed and it took a lot of practice to remember multiple steps for each process. Many things have to be selected multiple times, but this could also be a function of how our account is set up.
What problems is the product solving and how is that benefiting you?
Holding customer information, records of interactions with customers, managing tasks and communication. I can't imagine what other system would be able to manage all of this for us. Slack etc. are not robust enough for this purpose.
Not quite ideal for us
What do you like best about the product?
Desk.com provides a good level of usability.
What do you dislike about the product?
Desk.com experiences a high level of service interruption.
What problems is the product solving and how is that benefiting you?
We utilize desk.com for tracking service tickets. We are in the process of implementing to another ticketing system.
Great service with many nice features
What do you like best about the product?
Integrated phone panel in the bottom bar is essential to our business. Lets the agents take/make calls all while staying within the flow of the Service Cloud. Nice UI and great integration with the existing Salesforce objects/VisualForce pages.
What do you dislike about the product?
Nothing comes to mind. Does exactly what we need.
What problems is the product solving and how is that benefiting you?
Streamlined process for our agents. Consistent UI makes for a familiar experience wherever they navigate to.
Being able to completely serve a member directly from the case has allowed up to cut down on interaction times and makes the whole process a lot smoother
Being able to completely serve a member directly from the case has allowed up to cut down on interaction times and makes the whole process a lot smoother
Recommendations to others considering the product:
Really figure out what you are going to be using it for. There are a ton of options to tailor it for many specific needs.
Salesforce requires training!
What do you like best about the product?
I like the integrations with other programs! It makes it seamless to track interactions with customers.
What do you dislike about the product?
It can be quite technical and requires a certain depth of knowledge. The conference is also expensive for small nonprofits!
What problems is the product solving and how is that benefiting you?
Customer Relationships Management. Also communicating with our team so that everything is stored in one place. There are also a plethora of capabilities, we are always learning better ways or about new apps with Salesforce.
Recommendations to others considering the product:
Get trained on how to use first!
Salesforce: sales best friend
What do you like best about the product?
I love that I can chat with my coworkers via sales force and see everyone's accomplishments . The charts and graphs are amazingly helpful. We can set goals and really see them happen. Also it captures so much data. I love the mobile app to keep everything up to date.
What do you dislike about the product?
Making it sync with the software we use in the office would be awesome.
What problems is the product solving and how is that benefiting you?
Salesforce keeps all the data in a nice order and creates proposal.
Recommendations to others considering the product:
Very useful.
Good but not the best
What do you like best about the product?
The support team is very nice and knowledgeable.
What do you dislike about the product?
I don't like the way you can't link tickets and view them all together. I don't like how complicated it can be to set up macros/rules to sort things. It just seems too spread out/intricate for simple use.
What problems is the product solving and how is that benefiting you?
Desk converts e-mails to our support team into tickets. I do like how specific you can make things, but you have to really play around with the system to get good at it. You can't just open the system, play around for a few minutes and know everything.
It's good for what it is
What do you like best about the product?
All e-mails come in to one place and it doesn't flood my regular e-mail
What do you dislike about the product?
I don't really like the format, it's kind of overwhelming, especially the next gen one
What problems is the product solving and how is that benefiting you?
Customer Questions
Works well
What do you like best about the product?
Console view allows us to customise the page.
What do you dislike about the product?
Sometimes it's a little clunky to configure.
What problems is the product solving and how is that benefiting you?
More efficient front line support.
Neat product
What do you like best about the product?
I did not realize how high a capacity that Salesforce had for storing data until I started using it on a program that I helped develop. I also did not realize how many organizations use Salesforce, it makes for a lot more compatibility among different organizations and makes it simpler for more companies to use the same software for tracking and entering data, for instance.
What do you dislike about the product?
Sometimes there was more detail to keep track of in a record than I would like, but it made the reports look better that could be exported in a spreadsheet.
What problems is the product solving and how is that benefiting you?
I didn't encounter any personal problems in Salesforce when I was using it. We had some collaboration with information technology to help improve the form submission for registrants and enable the submissions to show up in Salesforce, but the information technology team helped a lot.
Recommendations to others considering the product:
Do your homework and see what softwares that your organization will use that will make Salesforce a viable option, see if anyone in your organization already knows how to use the program or knows someone that knows how to apply Salesforce to your particular project needs and expertise of the team.
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