Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce Admin and Developper
What do you like best about the product?
Our main activity in Salesforce is Case management through our different services (support, account and compliance). This feature embedded in a Console help our team to manage more efficiently the huge amount of cases created everyday.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
What do you dislike about the product?
We have develop a Community with almost 600 users. We encounter a lot of limitation in the customization, and a major problem of slowness.
Customization of the Console is also limited and VF component does not have the Lightning look.
Customization of the Console is also limited and VF component does not have the Lightning look.
What problems is the product solving and how is that benefiting you?
As explained above the creation of numerous cases are now well managed and documented. Information is better organised.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
Recommendations to others considering the product:
Very good product to manage cases, communicate and store information.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
Service Cloud - Salesforce Knowledge experience
What do you like best about the product?
Service console/Cases /knowledge tab. We can use this functionality for the better way of helping our customers with their issues, questions, etc.
What do you dislike about the product?
Separate license. It would be nice to include it to the Salesforce license :)
What problems is the product solving and how is that benefiting you?
Our customers use the Knowledge Data/Tab/Cases every day. It helps us to save time. Our customers can learn the materials we provide without our help.
Great Solution for all Customer-facing Employees
What do you like best about the product?
In my role, I find the solution very easy-to-use for monitoring tickets. It includes lots of features that go above and beyond my use case, but useful to know that they are available as we scale usage.
What do you dislike about the product?
I haven't encountered any problems with Salesforce yet.
What problems is the product solving and how is that benefiting you?
In conjunction with Sales Cloud, this solution provides all customer-facing employees (sales, marketing, services, support) with full view of customer interactions.
Salesforce.com Service Cloud Review
What do you like best about the product?
We have been using Service Cloud for 3 years now and it works really well. This past summer we expanded our use by implementing Email to Case. The roll out of this feature went pretty well and we are still using it today, it is a feature that has saved our team a lot of time and has virtually eliminated the need to copy/paste content into a Task in Salesforce.com from an email.
We could not go back to serving our customers without it.
We could not go back to serving our customers without it.
What do you dislike about the product?
Difficult to find solutions in the App Exchange to problems that appear to be easy to resolve. There are resolutions out there that only address parts of our problems. Would be nice to be able to merge multiple solutions in the App Exchange together.
What problems is the product solving and how is that benefiting you?
One big business problem we solved was finding efficiency with cases that are created with emails. Using Email to Case has been a huge time saver.
Recommendations to others considering the product:
I would recommend that you plan out your implementation of Service Cloud to include Email to Case and Open CTI,
More Complex than it needs to be
What do you like best about the product?
It promised a lot and had the potential to be a great ool.
What do you dislike about the product?
It did not meet the needs of our workflow or our company. In the end we had a third part come in a make a bunch of custom workflows that fit our needs. And where they could not, we went to outside tools.
What problems is the product solving and how is that benefiting you?
Escalation paths between support and service, flexible billing, better knowledge base tools, and customer to customer forums.
Recommendations to others considering the product:
too hard to impliment
Best Sales Funnel Tool for Businesses
What do you like best about the product?
Each lead that comes in is customizable. I like the ability to push leads to certain departments/sales people depending on business size, industry, & customer needs.
What do you dislike about the product?
All the functionality can be a bit overwhelming when you're first starting out.
What problems is the product solving and how is that benefiting you?
We have hundreds of leads coming in per day and Salesforce helps prioritize those leads so that we can capitalize on the customers who have a higher affinity to be paying customers.
Recommendations to others considering the product:
This product is better for bigger companies.
Meh
What do you like best about the product?
The fact that it is versatile and customizable to meet our needs.
Having everything in one place is very nice.
Being able to change things at a moments notice and have visibility on our techs.
Having everything in one place is very nice.
Being able to change things at a moments notice and have visibility on our techs.
What do you dislike about the product?
I don't like the fact that it doesn't interface with the phone app very well. Some fields you can not edit on the phone and you are force to go into the web version on your phone which doesn't make any sense. I wish the app was more dialed in and easy to use. Currently it is very clunky.
What problems is the product solving and how is that benefiting you?
Solving the issue of having all of our field service techs the ability to see Salesforce things all in one place rather than copy and pasting information into different work order platforms. Should save time in the long run as soon as bugs are hashed out on the phone app. Currently the app is very clunky.
Good stuff
What do you like best about the product?
API, Workflow rules, easy to configure business logic without too much dev involvement
What do you dislike about the product?
Old fashioned UI, expensive data storage
What problems is the product solving and how is that benefiting you?
More transparency of customer lifecycle, one source of truth for customer data, optimizing process efficiency
Recommendations to others considering the product:
Do proper requirement analysis
Speedy workflow!
What do you like best about the product?
Service Cloud has sped up my workflow tremendously! I'm able to close cases faster thanks to the keyboard shortcuts and meet my numbers more quickly!
What do you dislike about the product?
Wish the refresh button and Salesforce url was a bit easier to reach.
What problems is the product solving and how is that benefiting you?
Support Queue, being able to open multiple tabs is helpful for getting through the queue quickly
Recommendations to others considering the product:
Definitely recommend for any medium sized business looking to improve their support workflow.
A great way to optimize customer support!
What do you like best about the product?
It optimizes a lot how our support team can answer to thousands of emails, the tags are a really useful feature.
What do you dislike about the product?
Interface needs to be updated, user experience is way too out of date.
What problems is the product solving and how is that benefiting you?
Customer support - Less time spent answering emails.
Recommendations to others considering the product:
It's worth the price.
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