Salesforce is great!
August 28, 2024

Salesforce is great!

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

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

My HR Services department uses Salesforce for case management. All team members have their case views and can manage consulting questions and projects as they come in from clients. Salesforce helps to keep our projects organized and ensures they are completed in a timely fashion. Additionally, Salesforce helps with efficient and consistent client communication through our use of email templates.

Pros

  • Easy to link cases.
  • Notifications.
  • Email Templates.
  • Ability to add process dates.

Cons

  • Log a call function improved.
  • Better & more task management features.
  • Ability to assign multiple people to a case.
  • Quicker response time to clients
  • Increased efficiency
  • Increased standardization & organization
Very rarely have I ever not been able to not access Salesforce when necessary. I’m in it all day long with minimal access issues consistently. Notifications sometimes may not come through; however, I’m able to still view those later.
Salesforce is a really great case management tool. Made things a lot easier for our team. Wanted something fairly simple that had a variety of capabilities we could customize.

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?

I wasn't involved with the implementation phase

Would you buy Salesforce Agentforce Service again?

Yes

Salesforce is well suited for project management and consulting businesses. Works well if you are trying to manage lots of different projects and incoming emails. Great for keeping everything organized and setting deadlines. May not work well for collaboration on the same projects. Good for personal task management and helping you to stay on track.

Salesforce Agentforce Service Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
9
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
9.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

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