Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Excellent tool
What do you like best about the product?
I like the way this integrated with all the other products I use for customer tracking and tickets
What do you dislike about the product?
I don't like how hard it is to navigate in the system. Search or better UI/menu options could go a long way
What problems is the product solving and how is that benefiting you?
We have connected our sales team, customer service team and support with all our related products
Salesforce Is Powerful
What do you like best about the product?
Salesforce seems like it can basically do it all. It is easy to administer and navigate through once you've practiced and learned. However, when implementing it large scale that can be a bad thing.
What do you dislike about the product?
Salesforce is a spider web that is easy to get tangled up in. Not only are there alot of different objects and functionalities, but there are many different solutions to any business need. Over time your organization may find itself in quite a tangle.
What problems is the product solving and how is that benefiting you?
CRM, Marketing Cloud, Web Chat, Sales Processes, Employee Management
Recommendations to others considering the product:
Take your time to implement and build out a good long-term solution for your business.
Product young but with a very good evolution
What do you like best about the product?
Case management with rules and filter.
We like how we can manage KB
We like how we can manage KB
What do you dislike about the product?
SEO : There's lack for SEO management like keywords, meta description, international url .....
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
What problems is the product solving and how is that benefiting you?
Custormer relationshsip and help desk.
We have a more reactivity to exchange with people need help
We have a more reactivity to exchange with people need help
Recommendations to others considering the product:
More SEO configuration
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
Desk.com for a small support team
What do you like best about the product?
My primary driver for selecting Desk.com over other service desk platforms was really low barrier to entry. I needed a rapid rollout for a small staff of junior customer support agents. It was important to setup a number of custom fields and workflows with a low barrier to entry for administration and high degree of ease of use for agents. It was also important that features remain open to development and refinement as the team grew and matured. The integration with a SalesForce backend is a key feature, as well, for ongoing relationship management outside of individual support cases.
What do you dislike about the product?
The knowledge base component is strong and highly usable, but poses some challenges to potentially less technical content creators.
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
The data analytics engine has performed well, but could be improved for reporting against and among custom created case fields. It can be challenging to gather more esoteric insights like agent time per case type, for example)
What problems is the product solving and how is that benefiting you?
Customer and technical support were being handled out of a shared email box, resulting in delays and even drop of cases. The team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows. Ongoing customer relationship management was also a consideration in addition to immediate support and triage.
Recommendations to others considering the product:
Desk.com is a great service desk platform for a young and developing organization. It can be rolled out rapidly, but also deeply refined and customized over time
Very useful, despite glithy behavior
What do you like best about the product?
I like that I can merge tickets together and create labels, making this a versatile service tool
What do you dislike about the product?
If I switch computers inside my home, Desk will log me out on the other one, causing me to lose my information some of the time. The Android App doesn't really work, and there are some glitches within desk that create headaches.
What problems is the product solving and how is that benefiting you?
We can use the same system from different sites
Recommendations to others considering the product:
Want to take customer service out of a single email inbox? This is great for small businesses
Good customer support tool for small businesses.
What do you like best about the product?
My company uses this product for 2 full time customer service agents. It's easy to learn and provides useful tools like canned response storage, FAQ browser support and Live Chat.
What do you dislike about the product?
The business insights, even the new and improved business insights, is clunky and hard to navigate. Additionally, the seach tool is not very accurate and only works for one word search terms.
What problems is the product solving and how is that benefiting you?
Desk has been very useful for keeping track of customers who have a long history of emails/tickets in the system.
Recommendations to others considering the product:
Very good for small business. Seems like it would be hard to use for 10 agents or more.
Admin of Desk.com for over two years, have scaled from 6 users to 245 in that time.
What do you like best about the product?
Desk.com is easy to use and more importantly, even easier to train. Out of the box it works but through mini-workflows, rules and customization, I have been able to make it what we need for our organization. Desk.com is very powerful in multi-lingual support. I have reviewed over 20 help-desk solutions and nothing comes close to it out of the box, even Service Cloud.
What do you dislike about the product?
The reporting is very limited. Unable to build custom reports. Have bypassed the business insights completely choosing to use our own solution. At times, we have found limitations in rules and filters such as the inability to create a filter for 'Today'. Everything is hour based so it is impossible to filter out, for instance, all resolves today.
What problems is the product solving and how is that benefiting you?
We are currently utilizing all channels in Desk.com including Email, Chat, Twitter, Facebook, and Phones. Through Macros (canned responses) we are able to quickly and easily respond to customers quickly in multiple languages which is important to us.
Recommendations to others considering the product:
Great for small businesses and can be scaled for medium size businesses depending on the organization.
Coming from a custom built support system, I am very pleased with what Desk has to offer.
What do you like best about the product?
I like how easy it is to custom the drop downs in the product.
What do you dislike about the product?
Sometimes depending on the groups, cases can be lost. This happened to us and we found that the use of groups would not apply for our workflow.
What problems is the product solving and how is that benefiting you?
We are able to see the amount of time specific case types and which ones we are spending the most time on.
So capable and sophisticated
What do you like best about the product?
The Business Insights tab for metrics and my team can search a customers entire correspondence in one place, super convenient.
What do you dislike about the product?
Learning curve if you don't know how to code
What problems is the product solving and how is that benefiting you?
I love that you can search a customers history all in once place, it links to salesforce which is SO helpful since we are a sales driven company.
Support Case Management
What do you like best about the product?
Desk provides an easy way to manage and track cases for our organization. I particularly like the ability to customize the settings.
What do you dislike about the product?
I would like to see more customizable reporting options.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring open tickets.
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