Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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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.
Great product!
What do you like best about the product?
Desk.com makes my job as a tech support professional easy and streamlined. The macros help me stay efficient and the data section ensures I can measure my workload easily and in several different ways.
What do you dislike about the product?
My only compliant is that there is currently no quick way to change a chat case to a regular ticket; I have to tell the client to close the window, wait for the 'case resolved' email and reply back to it, which is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We support a custom software platform and desk.com is our ticketing system to help us stay organized.
Recommendations to others considering the product:
Easy to work with and use!
Seamless Migration with Stellar Collaboration Features
What do you like best about the product?
I appreciate the seamless migration to Salesforce Service Cloud from our previous platform; we didn't lose any functionality during the transition. The platform's user-friendly interface enables our agents to manage cases effortlessly. I find the collaboration tools, especially Chatter, invaluable as they enhance our team's ability to resolve cases quickly and provide comprehensive visibility for case management.
What do you dislike about the product?
I think knowledge and using knowledge-based articles could be easier to make and reference inside of a case.
What problems is the product solving and how is that benefiting you?
I find that Salesforce Service Cloud enhances team collaboration through Chatter, ensures faster case resolutions, and improves visibility for managers, which makes our case handling efficient and seamless.
Seamless customer support organization tool
What do you like best about the product?
The labels. I like how you can easily tailor them to the way you describe issues and aid in business insights reporting.
What do you dislike about the product?
That you can't customize the priority levels to your team's method of classifying priority levels. There isn't a separate update button for Case and Customer detail. Sometimes you just need to update the details of a case or customer, but not the communication. Having update as universal to all aspects
What problems is the product solving and how is that benefiting you?
Reporting on trends in support tickets
Recommendations to others considering the product:
I love the customization offerings to the case view and customer view. You can make it your own to best fit with your customer support process.
Desk Feedback
What do you like best about the product?
Customer interaction at its best. like the ability to access from my phone
What do you dislike about the product?
Nothing, I like everything. It's fast, and I can look back at other cases as necessary
What problems is the product solving and how is that benefiting you?
case by case. Customer service complaints, login issues, problems with the site
Popular Enterprise CRM
What do you like best about the product?
Salesforce enables you to manage, track, and search your entire customer base with the click of a button. Medium to large Enterprise companies will see a huge benefit.
What do you dislike about the product?
It is most valuable with large data sets. Small companies may be able to get a larger benefit from a smaller solution. Sometimes, businesses with multiple contacts, branches, locations etc can make search results seem a bit cluttered.
What problems is the product solving and how is that benefiting you?
I mainly use Salesforce to research customer information like an email or phone number. The benefits of having central, consistent information for our organization is critical.
Recommendations to others considering the product:
Salesforce is very well known, trusted resource. Feel confident in your decision if the solution is a good fit.
Accomplishes all of the above, and then some
What do you like best about the product?
As a platform, we have never worked with something that allows us to work a case so globally. Our customer care satisfaction scores increased by ~30% after implementing Service Cloud, we attribute this to seeing all phases of the clients journey in a snapshot, from lead through support client.
What do you dislike about the product?
The UI is a bit chunky, takes some training to really master what you are doing
What problems is the product solving and how is that benefiting you?
With a full view of our customer relationship, we are able to see previously addressed issues in discovery greatly reducing our time to solution
Recommendations to others considering the product:
Would not recommend for users not in sales cloud
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