Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce Service Cloud Review
What do you like best about the product?
You can build your own console app and it looks great in lightning. Very easy to set up, we did it in-house.
What do you dislike about the product?
We needed to do a bit of customization (apex) for emails and email replies to be correctly captured on the case object.
What problems is the product solving and how is that benefiting you?
Global support ticketing system for our company
Gets the job done, but not a joy to use
What do you like best about the product?
The interface for Desk is clean and simple to use. It keeps cases relatively organized through macros, labels, and filters. It's also useful because we can assign cases to individuals and keep them accountable.
What do you dislike about the product?
The business insights are lacking a lot of usability. We have to do a lot of guesswork to pull data on how we're doing. CSAT integration is pretty poor for non-English languages. It's really difficulty to organize macros as well -- there's only 1 level of folders that you can create. Finally, Desk has slowed a lot this year -- especially with bulk actions.
What problems is the product solving and how is that benefiting you?
We're able to respond quickly to users and track our progress. We've been able to stay in close contact with users via email every day.
Customer Service Rep
What do you like best about the product?
Practical and efficient database to keep up with large amount of accounts on a daily basis
What do you dislike about the product?
It can work a little slow at times, crashes depending on browser
What problems is the product solving and how is that benefiting you?
we are helping customer, contractors, interior designers etc, with paint/stain/concrete issues and providing solutions, product or technical supprt
Great Software Solution with Tons of Options
What do you like best about the product?
I love all of the options that SalesForce service cloud allows you to utilize. We are just scratching the surface but the level of customization so far is awesome. You can do pretty much anything with it and it has custom reporting which allows you to create any report you could want.
What do you dislike about the product?
The custom reporting is a double edged sword. It has so many options that it can actually be difficult to navigate and use.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to interact and service our customers quickly and effectively. It also allows us to host bot an internal and external knowledge base in an easy to access way.
Everything in One Place
What do you like best about the product?
I like that we can follow a customer through the whole life cycle, from lead, to sales, to support in one place.
What do you dislike about the product?
I can't think of something that sticks out as a true dislike.
What problems is the product solving and how is that benefiting you?
Keeping all customer information in one location. The business can view more.
Recommendations to others considering the product:
Ask for a demo, look at a sandbox configuration first, dig into the analytic's available to you.
Salesforce is a Powerfull Tool to work Cases
What do you like best about the product?
I like the ability to be able to manage customer cases in an organize matter, how I can have all communication with the client from within the platform, work files, have interoffice communication, add comments, social connectivity all in all is a powerful tool to work the type of technical cases that I manage on a daily basis.
This has got to be by far the most powerful CRM I have ever seen, want to handle leads there's no better app in the market.
This has got to be by far the most powerful CRM I have ever seen, want to handle leads there's no better app in the market.
What do you dislike about the product?
Files that are attached to a case, I don't like the way I have to manage those, to many steps to be able to view an image.
Setting up customize fields or when creating leads it can be challenging because there are too many steps you have to follow in order to configure it properly.
Creating Contacts or company is not an easy task
Setting up customize fields or when creating leads it can be challenging because there are too many steps you have to follow in order to configure it properly.
Creating Contacts or company is not an easy task
What problems is the product solving and how is that benefiting you?
I work for a major provider of a service and have millions of clients, we work on their technical issues. The tools makes it simple for us to work these cases from all these clients, all communication is done through the tool, all notes and documents are also handled from within the same tool.
Recommendations to others considering the product:
The tool is so complete, there are so many uses lead management, case creation and management and these are just two of the many uses you can have. There are so many use to salesforce, I have to provide support also to a lot of customer using the platform and majority are sales oriented and are very happy.
Desk was great for a while
What do you like best about the product?
I liked thatI was used to the functions of Desk, and it had become second nature to use.
What do you dislike about the product?
It was buggy and not always reliable. It was tricky to try and save a copy before sending a response to a customer.
What problems is the product solving and how is that benefiting you?
We were answering support emails from our customers through Desk. The integration with Live Chat was great.
Great Customer Service Solution for Small Company
What do you like best about the product?
Desk makes it easy to create macros (or snippets) for commonly used responses and allows you to create convenient filters and rules to automize and customize many common support processes.
What do you dislike about the product?
Sometimes the setup/relationship between filters and rules can get tricky and strangely-enough the classic version of Desk offers more features than NextGen.
What problems is the product solving and how is that benefiting you?
We use Desk to offer email support for our company. The benefits that we've seen is that Desk really helps us to make customer service responses faster and more intuitive.
Salesforce for nonprofits
What do you like best about the product?
The tool is infinitely expandable to your growth and your needs. Salesforce, depending on how you customize, can serve organizations of any type. For nonprofits, it serves donors, volunteers, programs, and HR. 10 licenses are offered for free to non profits. This should be enough for medium sized development teams.
What do you dislike about the product?
There is a need to hire a fulltime salesforce database manager or retaining of a salesforce consultant during your initial adoption or migration. Salesforce is very easy to break and triggers are sensitive if not programed correctly. This can be costly for price conscious non profits. Training is also a must for all users. It is a great learning curve compared to other CRMs.
What problems is the product solving and how is that benefiting you?
We use it to manage donors. Saleforce easily integrates with out payment platforms and donation platforms. We can run reports on our donors and target campaigns given good records. We can find donors by their giving amounts by any time frame. We can pull out households, estates, corporations, trust, funds, foundations, and individuals and target them with our development and marketing.
Recommendations to others considering the product:
Get expertise and professional consultation.
Good
What do you like best about the product?
Well organized, a good alternative to spreadsheets for data entry.
What do you dislike about the product?
Not quick to learn, can be difficult to navigate if you aren't sure what you're looking for.
What problems is the product solving and how is that benefiting you?
It's not always straightforward. Once you get the hang of it, its fine but when you're first starting it can be troublesome.
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