Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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Support Tickets
What do you like best about the product?
Easy way for our team to track cases. Reports are easy to pull to make sure we can keep an eye on case load and figure out learning opportunities.
What do you dislike about the product?
Reporting can be buggy and time out during a large date range.
What problems is the product solving and how is that benefiting you?
We are learning where are students and faculty are struggling with certain points in our Learning Management System and can target our training to meet those needs.
Simple and Effective
What do you like best about the product?
I like Desk.com because it is simple with enough automation to streamline simple support. If your product is designed in a way where your support tickets are straightforward and you don't need a million steps in your workflow Desk works exactly as it should. There are not a ton of options, but it runs really fast and it allows you to do some basic automation for repetitive tasks allowing your reps to burn through things that are the same in order to spend more time troubleshooting things that are unusual. I like the effective integration of the knowledge base and the support tickets and the macro capabilities especially. It is also nice that it allows you to build custom fields and label things, and if you keep things simple it should be relatively easy to get reporting accomplished.
What do you dislike about the product?
Once in a while, the simplicity gets in the way if you do need anything complicated. Working out the code for the mild customizations you need for the supports forms and things was a little confusing to get through.
What problems is the product solving and how is that benefiting you?
We use it for our end user support. The tickets we get could be for anyone from a college student to a system administrative user who is using our Mobile App and needs help. It allows us to stay focused and get through the majority of their tickets very quickly as we have a few common answers for most of them. It also lets us respond to support cases generated from Twitter without having to give all of the reps direct access to our Twitter account, and it lets us provide easy to reference articles for the users to solve their own problems.
Recommendations to others considering the product:
If you have very complicated workflow stay away, but if you have simple workflow, this product is hard to beat. From a business perspective, I think most people are better off simplifying their workflow and using a product like Desk as it keeps everything moving quickly and stops you from having to constantly tweak things. We basically keep maintenance down to a monthly article and Macro review, and occasional user maintenance as staff changes.
A solid approach to service backed by the strength of Salesforce
What do you like best about the product?
Salesforce's "Knowledge" tool is great for customer self-service and to help agents find answers to questions received via various communication channels.
What do you dislike about the product?
Salesforce Service Cloud does not offer any service level agreement unless a customer explicitly requests one.
What problems is the product solving and how is that benefiting you?
Trying to achieve better agent self-sufficiency by providing an easy-to-use Knowledge base. The added benefit of setting up Knowledge for internal staff is that parts of the same Knowledge base can be used for external customers, for self-service.
Great software!
What do you like best about the product?
The simplicity and ease of using it on calls.
What do you dislike about the product?
That I can't use it for other companies that I do business with.
What problems is the product solving and how is that benefiting you?
Researching customers accounts
Great, high quality option
What do you like best about the product?
All of the features one could ask for are taken care of in desk - literally everything we ever wanted, it had. The ticket creation, user attribute editing, and all similar features were easy to use, and all of the things that one could want to do were easy to figure out as well. Even the more niche features like what had happened on the case, who had closed it, and things like that were all able to be easily found.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
What do you dislike about the product?
The cost unfortunately made it difficult as we expanded our team. It was affordable when we only had 5 or 6 regular users of desk, and a couple of hourly use people, but as our team grew to double that, the cost of the product grew as well, and that was not worth it compared to cheaper options.
What problems is the product solving and how is that benefiting you?
It solved a wide number of issues, and provided an easy way to pass queries between team members.
Recommendations to others considering the product:
This is the best product we've experienced for a small team, and really is great for all levels. However, the cost of it can be difficult for a company to swallow, as the cost of the product increases so much as users increase. So basically, if what you want is to have the best product, then this is the choice you should make. If cost is of concern, there may be a better option.
Great product!
What do you like best about the product?
We use Desk.com every single day and it helps us stay organized and in contact with all of our customers. Desk.com has been key in keeping us as efficient as possible.
What do you dislike about the product?
The only negative thing we can say about Desk.com is we will sometimes get an error message and have trouble connecting.
What problems is the product solving and how is that benefiting you?
We use this as a customer database to store notes and all customer information in one place. The color-coded labels and macros available with Desk.com are great for staying organized and sorting customers into different categories.
Recommendations to others considering the product:
Desk.com is the best customer support software available. The ability to customize the software to your business' needs is incredible.
Desk.com is a valuable asset for our company.
What do you like best about the product?
The ease of tracking and moving tickets among our staff.
What do you dislike about the product?
Frustrated sometimes trying to search for old tickets.
What problems is the product solving and how is that benefiting you?
Customer support via historical responses.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
Saves Time, Money, and Manpower
What do you like best about the product?
Desk.com's level of automation has allowed us to free up resources and spend our time with customers instead of filling out paper work.
What do you dislike about the product?
There really isn't much to dislike here. We happen to be using it for customer surveys, which Desk.com is not actually designed to do. Even so, it works very well.
What problems is the product solving and how is that benefiting you?
Customer satisfaction surveys were being done at each office location and maintained on local servers. Now we have one centralized storage location and one person who conducts surveys. Massive time/resource saver.
Recommendations to others considering the product:
Talk with your Salesforce rep. They will get you in contact with the right people so you can get a more thorough demo than what's shared online.
DESK is all you need
What do you like best about the product?
Desk.com is simply the best support and case tracking tool in Salesforce. The ability to reassign cases is easy and the tracking and integration into Salesforce is awesome.
What do you dislike about the product?
Honestly, I have not found one issue or item that I do not like or have with Desk.com
What problems is the product solving and how is that benefiting you?
Case tracking, time to close cases, effectiveness of support agents.
Desk.com User for 5.5 years
What do you like best about the product?
User friendly, adaptable, all-inclusive.
What do you dislike about the product?
Not much to dislike! Perhaps a better way to auto resolve spam...
What problems is the product solving and how is that benefiting you?
We use it daily for hundreds of customer tickets. We are better organized. Our customers get more timely responses. All Users can have access to the most recent communications as well as history in just seconds. Labels are great. Searching is easy. I administer Support for multiple companies and I now have all of them in Desk.com!
Recommendations to others considering the product:
I highly recommend Desk.com for small to large size businesses. You can use it with your Chat, your Social Media, Slack, etc It is easy to use, inexpensive, all inclusive and the Support (should you need it) is impeccable.
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