Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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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
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.
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