Item: Salesforce Agentforce Field Service
Rating: 8
Author: Verified User

Overall Satisfaction with Salesforce Field Service

Use Cases and Deployment Scope

We use Salesforce Field Service to keep track of our customer information, dealer information, running reports, campaigns, etc. Salesforce Field Service ties into our Salesforce CRM and the other Salesforce programs we use like Marketing Cloud, Sales, etc. Salesforce is essential for our business because we can see which customers purchased from what dealer and keep track of all that information. We also can run reports to see what areas sell better, what tactics work, how many of each product we sell, and to who so we can market it better.

Pros and Cons

Pros

Easily ties with Salesforce CRM to keep track of customer information
Easy to view customer information
Easy to run reports / monitor data
Fast customer service

Cons

Very complicated when setting up, ours is very simple because we are not sure internally how to set up all of the complicated features
Wish we could add more detailed information without it being hard to set up
Workflows are complicated to set up. We had to hire a contractor to set ours up

Most Important Features

Managing dealer information
Managing customer information
Integration with Salesforce CRM
Keeping track of sales data

Return on Investment

Negative: Complication to use so we are using time up and employee salary to learn
Negative: We had to hire someone to create and automate our workflows
Pro: Integrates quickly and easy with Salesforce CRM which helps us to keep track of customer, reseller information so we can see where we need to improve on sales

Support Rating

We have had to contact support a few times due to the complications of setting up. They were quick to respond, understanding of the issue and resolved it quickly.

Alternatives Considered

Salesforce Marketing Cloud, HubSpot CRM and Salesforce CMS

I have added a few of the many Salesforce products we use. We also use HubSpot but they all have different functions so not really comparable as they are used for different things/ teams.

Key Insights

Do you think Salesforce Agentforce Field Service delivers good value for the price?

Are you happy with Salesforce Agentforce Field Service's feature set?

Yes

Did Salesforce Agentforce Field Service live up to sales and marketing promises?

Yes

Did implementation of Salesforce Agentforce Field Service go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce Agentforce Field Service again?

Other Software Used

HubSpot CRM, Salesforce CMS, Salesforce Marketing Cloud

Likelihood to Recommend

I rated this an 8 because I love Salesforce, and it is excellent on the CRM side. However, the Salesforce Field Service has some pros and cons. It is terrific for keeping track of lead, customer, and dealer information, but it is not easy to automate workflows or set new things up. It is also straightforward to generate reports, which is very helpful in keeping track of lead progression to better market those leads and turn them into customers.

Comments

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Complicated to use but great Integration and details

Software Version