Great for the organized and the forgetful!
Updated June 26, 2024

Great for the organized and the forgetful!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce on our team to manage our highly confidential customer database. We store their contact information, notes from interactions and conversations, and details about the client and their needs or requirements. This platform allows us to keep all the data in one place, available on the cloud to be accessed from outside the workplace on the go. The reminder/task system is really helpful for working as busy individuals and as a team.

Pros

  • Cloud based storage.
  • Consolidate data.
  • Create a meaningful database that can be easily accessed.

Cons

  • A free trial would be extremely valuable to customers who are not able to commit to a full plan.
  • The pricing of this program is not priced competitively with other similar services.
  • Can be quite time consuming to maintain.
  • Not user friendly if you aren’t tech savvy/familiar with software.
  • Increased our database with twice as much detail as our previous method.
  • We are 30% more likely to follow up with our clients due to the task system.
So far our team has not had any issues accessing the cloud for information.

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Agentforce Service go as expected?

Yes

Would you buy Salesforce Agentforce Service again?

Yes

This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.

Salesforce Agentforce Service Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
8.4
Customer portal
8
IVR
8
Social integration
8
Email support
9
Help Desk CRM integration
9

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