Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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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
Salesforce Admin and Developper
What do you like best about the product?
Our main activity in Salesforce is Case management through our different services (support, account and compliance). This feature embedded in a Console help our team to manage more efficiently the huge amount of cases created everyday.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
What do you dislike about the product?
We have develop a Community with almost 600 users. We encounter a lot of limitation in the customization, and a major problem of slowness.
Customization of the Console is also limited and VF component does not have the Lightning look.
Customization of the Console is also limited and VF component does not have the Lightning look.
What problems is the product solving and how is that benefiting you?
As explained above the creation of numerous cases are now well managed and documented. Information is better organised.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
Recommendations to others considering the product:
Very good product to manage cases, communicate and store information.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
Service Cloud - Salesforce Knowledge experience
What do you like best about the product?
Service console/Cases /knowledge tab. We can use this functionality for the better way of helping our customers with their issues, questions, etc.
What do you dislike about the product?
Separate license. It would be nice to include it to the Salesforce license :)
What problems is the product solving and how is that benefiting you?
Our customers use the Knowledge Data/Tab/Cases every day. It helps us to save time. Our customers can learn the materials we provide without our help.
Dynamic platform for customer companies
What do you like best about the product?
Flexibility, reliability and agility.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
What do you dislike about the product?
Give a staging environment for data migration to production directly like a change set
What problems is the product solving and how is that benefiting you?
Problem - No contact centre solution, No FAQs, Poor visibility
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
A platform for any business solution when mapped to your business processes
What do you like best about the product?
Service cloud is so easy and flexible to configure to match any business. It's in built business process workflow capabilities streamline your tasks and outcomes with a few simple clicks. It's ability to scale is always at your finger tips. The huge success community is an amazing global resource of knowledgable and helpful people to guide you through any challenge you may find.
What do you dislike about the product?
I have had occasions where frontline support cannot inform me of an error anymore than the SalesForce website.
What problems is the product solving and how is that benefiting you?
We are able to rollout a business globally on a single platform from one location. This also allows us to ensure data governance and consistent work practices across all teams, which also reduces our global training and support needs.
Recommendations to others considering the product:
Ensure your business processes are correct first, then map Service Cloud to those.
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