Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Not sure how anyone would not use SF?
What do you like best about the product?
Its my favorite CRM tool. We primarily use service cloud for our business. I administer SF for my team and have my SF admin cert. Its not part of my job description but, I liked the tool so much I learned it in my free time and help out our admins with configuration work.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
I love lots of things about SF. I like how you can easily switch apps for whatever hat you want to wear that day. Sometimes I want to see my Sales Related objects, or maybe engineering or support.
I like how methodical and rational things are listed and displayed. The admin sides great for new users and they do a fantastic job of assisting people with learning like partnerting with companies like trail head.
The reporting is awesome, easy to use and does things I wish other applications we had could do.
Chatters awesome also.
What do you dislike about the product?
My dislikes are more small changes I would like to happen with baseline functionally. Easily merge cases would be my biggest complaint. Theres plenty of apps on the app store to help with this.
What problems is the product solving and how is that benefiting you?
We solve incoming support requests. That then gets tied to a contact and that related account. Other teams can check in on customers at renewal time to see what things they have reported and the status of their issues. Aiding with renewals! For the support staff, gets us direct lines of communication that are all documented also keeps us within our SLA's. We setup WFR to trigger once something left untouched for to long. Having tasks automatically generated when a customer responses to an email is great. All departments use chatter to communicate on internal issues and its a easy way of updating a group. Also chatter conversations can be searched on. So we use it for customer notes as well.
Recommendations to others considering the product:
Its a one stop shop for maintaining your accounts, contacts, cases, training, marketing, help desk, even knowledge base information.
Great Customer Support Tool
What do you like best about the product?
The way it tracks agents progress and productivity is top notch
What do you dislike about the product?
The way it organizes emails that come in could be a little better.
What problems is the product solving and how is that benefiting you?
I solve any questions that customers have regarding our product. The benifits include an easy way to communcicate with them especially with the macro function that allows us agents to quickly answer any customer questions with pre-determined copy that we are easily able to tweak as situations change.
Great way to stay up to date on multiple companies
What do you like best about the product?
I am able to access company information for multiple companies quickly and keep them all organized. Also, when someone leaves one company and moves to another, I can easily update their information.
What do you dislike about the product?
I haven't come across any problems as of yet.
What problems is the product solving and how is that benefiting you?
A great way to set tasks for myself or others in my network.
Complicated but usable support tool
What do you like best about the product?
SFDC Service cloud really allows you to customize things just the way you need them. You can create new objects, modify existing objects and add workflows and rules. It is relatively easy to add new case types so you can customize the tool for different products or workflows.
What do you dislike about the product?
While it is great that you can customize everything, a lot of it is way too complicated. Certain objects do not interact with others like you would expect so you end up creating bridges behind the scenes which significantly complicate the process and the ongoing support of it. It is also extremely expensive and it seems like everything you want to add to it, community, KBs comes with a new cost.
What problems is the product solving and how is that benefiting you?
It was great to have all the user info in one place, have the rest of the company be able to see cases and know what support was doing. We could easily create cross functional reports for sales, marketing and executives.
Recommendations to others considering the product:
Make sure you know what you want, Service Cloud can do just about anything, but there is a cost, both in real dollars and in the time and maintenance to make things work. Many times you may find that something you expected to be easy, is far from it and if you get too far down the path, you end up with super expensive consulting fees.
Who is your customer? How do we help them?
What do you like best about the product?
The user interface is really well-designed, intuitive, easy to use. Also appreciate that there's a mobile platform and integrated social media tools, and access to third-party apps help customize the experience for different industries and needs.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
It's also been very helpful in launching a highly-needed single sign on for our enterprise services.
What do you dislike about the product?
In an organization where not everybody is a digital native, training can be tedious, and even after a lot of exposure some admins are intimidated by its complexity. It's also quite expensive, but that's not necessarily a concern for my department. We do think it adds enough value to justify the cost.
What problems is the product solving and how is that benefiting you?
We need a robust customer support solution, and Salesforce does a pretty darn good job of capturing and organizing that aspect of our business. No significant complaints.
Recommendations to others considering the product:
Never had any significant problems with this vendor.
We utilize Salesforce as our Call Center Platform
What do you like best about the product?
Love the simplicity and accountability!! Very impressive!
What do you dislike about the product?
I cant say that I have any discrepancies
What problems is the product solving and how is that benefiting you?
The simplicity of these program has allowed for a top notch team to enable themselves to utilize the program with efficiency and confidence.
Recommendations to others considering the product:
With 30 years experience in customer service industry this program supercedes any and all others!
A great one stop solution to a variety of support tasks
What do you like best about the product?
As a support manager, I like the reporting features which give me great insight into workflow, my reps efficiency performance and an easy way of reviewing the content of their written work.
What do you dislike about the product?
I find that some features are not easy to understand and it has taken a team of dedicated Salesforce peeps to really get the software doing what we need it to do on a daily basis. This is not necessarily a fault with the product, its just not a one click solution, which I don't think it claims to be.
What problems is the product solving and how is that benefiting you?
Its fantastic for the daily issues i face getting insight into my teams performance and provides out team with awesome feedback on their efficiency and customer satisfaction.
Easy to Use, User Friendly!
What do you like best about the product?
The ease of accessing reports and the ability to understand all functions of this product make it one of the best out there!
What do you dislike about the product?
Some of the 'required' fields are not necessary. Being able for each user to customize on an individual level would be great!
What problems is the product solving and how is that benefiting you?
We are now able to pull Sales reports for the outside account executives easily and quickly. This makes a big difference from the previous system being used.
Recommendations to others considering the product:
This product is user friendly- easy to train employees on!
Salesforce Cloud
What do you like best about the product?
Easy to navigate. Clear direction on what is next. Streamlines everything for easy organization.
What do you dislike about the product?
Can sometimes run a little slow. I absolutely do not love the mobile app as I find it hard to access what I need
What problems is the product solving and how is that benefiting you?
Keeps everything in one place for me and if I did not have this software I would not have good follow-ups with leads
Recommendations to others considering the product:
I am not sure what else would compare!!
Easy to use
What do you like best about the product?
Very easy to use when keeping track of accounts, individual clients, samples, and reports.
What do you dislike about the product?
Dislike that their app for iPhone/iPad is not very user friendly.
What problems is the product solving and how is that benefiting you?
It helps to maintain communication between departments.
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