Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Desk.com Has Been a Great Partner for Our Growing Company
What do you like best about the product?
Helpfulness! Desk is always quick to respond and willing to assist as needed.
What do you dislike about the product?
It's a lot of hands on work in the background. Our company does not have an IT department and I'm certainly not a tech or software person. I'm here to do my job. My one issue would be to have an option to buy-in for Desk.com IT support.
What problems is the product solving and how is that benefiting you?
Teaching our consumer to self-educate themselves. Desk offers this resolution in many of its various tools.
Great experience
What do you like best about the product?
For the most part it is very straight forward and easy to use. For the things I need help with, customer support is very helpful.
What do you dislike about the product?
Sometimes it can take a bit of digging to find information on how to do something.
What problems is the product solving and how is that benefiting you?
Tracking my customer service emails and calls. Benefits to being able to go back and reference old cases.
A great tool for supporting our users
What do you like best about the product?
Easy to use and set up. Easily assign tickets to our support team and keep track of our clients needs
What do you dislike about the product?
Not having the ability to reset users passwords.
What problems is the product solving and how is that benefiting you?
Allows for quick turn around of issues our clients have and with the mobile app I can keep track of any issues from any location.
Desk functional review
What do you like best about the product?
Ease of use and to quickly set up advanced features such as knowledgebase and CSAT
What do you dislike about the product?
Sometimes it's a little too simplified in that you need a little more in the way of data fields
What problems is the product solving and how is that benefiting you?
CRM functionality
Cheaper license than a full SF license
Quicker to train new employees on
Cheaper license than a full SF license
Quicker to train new employees on
Recommendations to others considering the product:
Weigh the needs between SF and DESK
Using Desk.com to provide organizational support
What do you like best about the product?
The ease of use and the interface are the best features.
What do you dislike about the product?
There could be more customization of the interface to make it work best for you. There are no notification sound options which limits your awareness of new tickets. They also send you an email for every ticket and response - that can overwhelm your inbox. I have not found a way to limit the alerts I don't want and better receive the alerts I do want (notifications, for example, in Mac OS).
What problems is the product solving and how is that benefiting you?
We have internal support for about 600 users and the ticketing system allows us to stay organized and respond in a timely manner.
Great experience has it makes me more productive
What do you like best about the product?
All the features of Desk.Specially :
- the way it fits and works with the email system.
- the possibility to transfert a ticket to another agent.
- the way it helps me to "know everything". I see what I've been done, what I have to do, etc.
- the way it fits and works with the email system.
- the possibility to transfert a ticket to another agent.
- the way it helps me to "know everything". I see what I've been done, what I have to do, etc.
What do you dislike about the product?
- I would like to have more statistics about our work (# of tickets, time to answer, etc.). But, actually, I think we don't have a lot because we don't have the biggest plan. So, I understand that I could have more :).
What problems is the product solving and how is that benefiting you?
Whe're helping users with technical problem and receiving training demands. Desk help me to collaborate with my teammates and to answers my users. I'm more productive because I know what I've done and what I need to do. I'm now answering faster, and if I need help from my teammates, they can help me (transfering the ticket, etc.).
Recommendations to others considering the product:
Really good
Gets the job done
What do you like best about the product?
Overall, Desk.com works great for our needs. The ability to auto label, filter, and manage multiple help centers is great.
What do you dislike about the product?
NextGen is missing some functionality that is available in the older version of the platform.
What problems is the product solving and how is that benefiting you?
The biggest benefits are:
1 - Managing multiple help centers
2 - Analytics and labeling cases
1 - Managing multiple help centers
2 - Analytics and labeling cases
Recommendations to others considering the product:
The knowledge base is generally pretty helpful, and you can probably save yourself some time by checking it out before reaching out to the support team.
Desk is great!
What do you like best about the product?
We like that all customer emails, for all staff can easily be found (and searched).
What do you dislike about the product?
sometimes it runs slow.
Also when a customer responds & has HTML in their email, sometimes we cannot see what they write. We have to click to "view HTML" to find it. Makes it easy to miss responses
Also when a customer responds & has HTML in their email, sometimes we cannot see what they write. We have to click to "view HTML" to find it. Makes it easy to miss responses
What problems is the product solving and how is that benefiting you?
All of our staff are able to answers customer's questions - Desk helps us keep things from slipping through the cracks!
Desk has been incredibly integral to our support team and they are so helpful all the time!
What do you like best about the product?
Their support and multi-brand features are great!
What do you dislike about the product?
Not great chat options, but they do provide integrations.
What problems is the product solving and how is that benefiting you?
Multi-brand support and Analytics
Recommendations to others considering the product:
Chat is not strongest, but provides integrations for chat services. Otherwise, superior tool.
Partner Manager
What do you like best about the product?
The feature set and that it falls into the Salesforce umbrella.
What do you dislike about the product?
Excited to see video incorporated more in Service Cloud. This will help in better communicating with customers.
What problems is the product solving and how is that benefiting you?
Better management of the service ecosystem.
Recommendations to others considering the product:
Video, video, video and more video.
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