Agentforce Service
Salesforce, Inc.External reviews
6,972 reviews
from
and
External reviews are not included in the AWS star rating for the product.
How Removing the "Zen" Made me Enjoy Customer Support
What do you like best about the product?
The ability to customize is paramount for me. Most of the features are useful, but those I don't want I can just opt out of using. This is also part of the reason why I love the User Interface--keeps it from becoming cluttered. It's attractive and intiuitive, and I can modify it just as I want for optimum ease of use. I also like the achievements part.
What do you dislike about the product?
None, though all of the customization options and so forth were intimidating at first. Once I figured out which features I wanted (helped along by the setup process), it was just fine, though. There's probably some of this with every new SAAS implementation.
What problems is the product solving and how is that benefiting you?
I use it to help my e-commerce company handle customer support issues. We used ZenDesk in the past, and I came to hate its approach to ticketing. I find this software to be much more robust and delightful to use.
Recommendations to others considering the product:
Don't be overwhelmed by all the features at first. Once you identify just those tools that you need, you'll find that it's actually pretty streamlined and lightweight.
If Salesforce.com makes sense for you, so does Desk.com. Otherwise...
What do you like best about the product?
Desk.com is obviously a Salesforce.com product, and that is what makes it valuable. Because it integrates with our CRM and our social management platform, Desk.com can be powerful. It is also fairly intuitive to learn, so training new employees doesn't take long.
What do you dislike about the product?
It either doesn't have some of the features that we would like, or it required a Salesforce Admin to make it happen. Other products come with more out of the box and less work is required to customize something - it doesn't require special knowledge.
What problems is the product solving and how is that benefiting you?
Desk.com provides our call-center with a simple platform to manage cases whether they come in via social, chat, e-mail, phone, text, or app.
Recommendations to others considering the product:
If you are on the Salesforce Platform and use Marketing Cloud / Social Studio / Radian 6, Desk.com makes complete sense. Otherwise, I don't think it is as strong of a platform.
showing 2,921 - 2,922