Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use
What do you like best about the product?
We found little to no downtime and easy to use.
What do you dislike about the product?
At this time we have not encountered any dislikes.
What problems is the product solving and how is that benefiting you?
We are able to establish good communication with our customers.
Amazing piece of web application
What do you like best about the product?
Easy of use
Simple and intuitive design
Clear GUI
Simple and intuitive design
Clear GUI
What do you dislike about the product?
Slower at times
High memory overhead and read write cycles
High memory overhead and read write cycles
What problems is the product solving and how is that benefiting you?
Simple for customer, sales and dev teams
Unified experience
Unified experience
Recommendations to others considering the product:
Improve reliability
Improve stability and uptimes
Improve stability and uptimes
Must have for Service Organizations
What do you like best about the product?
Ease of use for ticketing and team performance management when responding to tickets.
What do you dislike about the product?
The inability to easily change queues and
What problems is the product solving and how is that benefiting you?
Customer service requests, Salesforce issue tracking. customer orders, customer issue resolution, team management
Desk.com is simple, straightforward and convenient.
What do you like best about the product?
Desk.com works on every browser I have tried it on (Including both Internet Explorer, and Edge, as well as Chrome, Firefox, Safari and Opera). There are many features within Desk that make work easier, including the locking of cases if another user is inside the case. This stops you from doing the same work that a colleague is doing on the same case. In addition you can assign cases to better suited colleagues, forward to external email addresses within the page and also make notes that are not view able by the user.
What do you dislike about the product?
The app needs some work. I generally user the Classic Agent option on the web page, and that option is not available on the Android App. In addition, it is difficult to determine who cases are assigned to. Essentially unless you are working off hours and encounter a new case that has been unopened by anyone then it is difficult to ensure that the case is not assigned to someone else. I think this app would work fine for a business owner, or someone who is the only person working on a small help desk.
In addition, I would like to see the new desktop agent become more similar to the classic agent. The classic agent is much easier to follow, and personally I see very little that needs to be improved.
Lastly they do have occasional down time, it does not happen often but it has happened.
In addition, I would like to see the new desktop agent become more similar to the classic agent. The classic agent is much easier to follow, and personally I see very little that needs to be improved.
Lastly they do have occasional down time, it does not happen often but it has happened.
What problems is the product solving and how is that benefiting you?
The need for an organized help desk. Desk,com keeps us organized. It is especially important to me, as my role is not specific to just the help desk. I can quickly glance at Desk.com while doing other work and see if there are new tickets, or responses to existing tickets to which I am assigned.
For our software support team Desk.com fits the bill and is easy to use, the price is right
What do you like best about the product?
The setup is straightforward and the learning curve was easy for our customer support agents that utilize it.
The integration with SalesForce CRM (customer relationship management) system was key for us and helps maintain a relationship with customers outside of the individual support case items.
The reporting tool has been improved since we first started using it. It is easy to create help articles with a basic understanding of HTML.
It has a competitive price.
Amazon Device Messaging API support.
Ticketing system is easy to use.
Assigning cases and escalations.
The integration with SalesForce CRM (customer relationship management) system was key for us and helps maintain a relationship with customers outside of the individual support case items.
The reporting tool has been improved since we first started using it. It is easy to create help articles with a basic understanding of HTML.
It has a competitive price.
Amazon Device Messaging API support.
Ticketing system is easy to use.
Assigning cases and escalations.
What do you dislike about the product?
Does not look the same across all web browsers.
Lacks the ability to directly export help articles to other formats such as Microsoft Word or Adobe PDF.
Support is very good for small items and general usage questions but can be not good when something bad is found. Not all of the Desk.com support team are 100% knowledgeable.
The service can often have slow downs.
Slow to roll out new features compared to the competition such as Zendesk.
The search functionality is not so good.
Data analytics engine is not so good in that it can be improved.
It has an aged looking interface, the entire interface looks dated.
The reporting tool is very limited.
Lacks the ability to directly export help articles to other formats such as Microsoft Word or Adobe PDF.
Support is very good for small items and general usage questions but can be not good when something bad is found. Not all of the Desk.com support team are 100% knowledgeable.
The service can often have slow downs.
Slow to roll out new features compared to the competition such as Zendesk.
The search functionality is not so good.
Data analytics engine is not so good in that it can be improved.
It has an aged looking interface, the entire interface looks dated.
The reporting tool is very limited.
What problems is the product solving and how is that benefiting you?
Desk.com takes incoming emails to our software support team and makes them in to tickets. Since switching from direct email responses to client customers we have cut our cost per response sent to a clients via email to 50% of what it used to be. It has proven to be very easy for our support team to create new help content/knowledge base articles that are client facing. We have team of 8 people using Desk.com daily and it is working good for us.
Recommendations to others considering the product:
It is similar to Zendesk in feature set but is less expensive. It is easy to test out prior to purchasing since the application is all hosted in the cloud. Try out all of the features prior to purchasing including creating a ticket as a customer and seeing the life of that ticket be processed by your customer support team.
The best for us
What do you like best about the product?
I consider this the best free CRM tools for business helper and self-employers. It’s help me so much and I’m very thankful. Other thing very important is because they have the latest tech trends.
What do you dislike about the product?
Everything okay to me. I have nothing considered bad.
What problems is the product solving and how is that benefiting you?
My diary tasks
Customer Service Resolution & Satisfaction
What do you like best about the product?
Intuitive User interface; Easy Adoption; Effective on the Job
What do you dislike about the product?
A bit expensive for the enterprise; Requires better pricing
What problems is the product solving and how is that benefiting you?
Effective Customer Service Resolution drives better Customer Satisfaction. This helps improving advocacy and deal size
Pretty dang good
What do you like best about the product?
It easy to use. Very assistive. I like that my reports are easy to manipulate. I am not very tech savy but I can still do it! My dashboard makes everything super easy for internal reporting and for assigning claims. It now takes me less than half the time it used to.
What do you dislike about the product?
There may be too much information. It sometimes doesn't always have a direct answer and an exact answer for your question is not always available. The system tends to have a lot of ... "errors" and resends you back to the screen. Or when I am in a claim- I can't delete a task and then go back to my claim. It goes back to the previous claim.
What problems is the product solving and how is that benefiting you?
We work on insurance claims. Its massive amount of information we are able to track is a huge benefit. We are able to edit all the different key point indicators and manipulate data. Our customers are also a lot happier.
Recommendations to others considering the product:
Use it. Try it. Honestly, you won't regret it.
communication
What do you like best about the product?
send you the automatic information for the primary contact as a third party
What do you dislike about the product?
sometimes information goes in a wrong direction
What problems is the product solving and how is that benefiting you?
third party communication
Salesforce for work applications
What do you like best about the product?
I like how seamless it is and the great reporting that it provides for me.
What do you dislike about the product?
I dislike some of the connectivity issues that I have from time to time
What problems is the product solving and how is that benefiting you?
We use it in the office for providing updates on training and performance progress with our clients.
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