Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Desk is on the way out.
What do you like best about the product?
Desk is pretty straight forward and easy for agents to use. The support team is very good and are very timely in their responses any time we have a request for them. The helpdesk is also pretty robust and you can find answers to most questions in there.
What do you dislike about the product?
I am really concerned about the rumors that Desk is being phased out by Salesforce. Which means at some point it will be deprecated and we will be forced to move to a new platform. Reporting is a little clunky too. Wish that was a little better but doubtful it will improve since they are working on a new platform.
What problems is the product solving and how is that benefiting you?
We use desk to receive all of our inbound support emails.
Recommendations to others considering the product:
Good product, well priced, but being phased out from what I have been told from their sales and success teams.
Broad and useful
What do you like best about the product?
The ability to navigate into so much content within one application
What do you dislike about the product?
Sometimes it is hard to find things but you just have to take a little time poking around since the application had so much content
What problems is the product solving and how is that benefiting you?
Revenue and deadlines
Customers love it
What do you like best about the product?
Customers like it and enjoy the easy access
What do you dislike about the product?
It’s hard to reach older customers who are unsure about how to use it
What problems is the product solving and how is that benefiting you?
We love the connection with our customera
Very convenient when the entire team uses properly
What do you like best about the product?
I like tracking customer interactions at multiple touch points. If a customer calls in and spoke with someone else, I can see that information. If they should have gotten an email but say they didn't, I can log and track that, and resend it.
What do you dislike about the product?
Operational implementation - if a team member fails to properly log information, the whole system is flawed.
What problems is the product solving and how is that benefiting you?
Work accountability with tasks and cases.
Sales Force Future Tracking
What do you like best about the product?
That I can track my pipeline on future sales
What do you dislike about the product?
I can’t preview my notes I write in accounts
What problems is the product solving and how is that benefiting you?
Follow up calls
Better than paper method. Better than paper.
What do you like best about the product?
No more paper logs and now have the ability to view sales activity more real
Time.
Time.
What do you dislike about the product?
Updates are difficult and shared accounts are challenging.
What problems is the product solving and how is that benefiting you?
Got rid of paper logs and reports.
Recommendations to others considering the product:
Make sure your data base is scrubbed.
Salesforce
What do you like best about the product?
There is an attempt to keep case data all in one place with salesforce.
What do you dislike about the product?
There seems to be too many different ways to get the same information. This causes a education gap at my company because people are finding information in too many different ways and there's no one straight forward way to look at salesforce data.
What problems is the product solving and how is that benefiting you?
Everything is in one place, but too many avenues to find information
Well done
What do you like best about the product?
The interface is unparalleled. This plus the ability to customize is a game changer.
What do you dislike about the product?
Not much to dislike. It could be a little less busy looking.
What problems is the product solving and how is that benefiting you?
None
All in one itil support
What do you like best about the product?
Great for people with vision problems or older employees because of the interface
What do you dislike about the product?
Only good for small companies with not too many task
What problems is the product solving and how is that benefiting you?
Tickets are way more organized and easy to locate
Salesforce User
What do you like best about the product?
The simplicity of the software. It's easy to locate customers information.
What do you dislike about the product?
When it crashes. There are moments when the site is down.
What problems is the product solving and how is that benefiting you?
Being able to update customers cases and have the customer remain in communication with myself.
Recommendations to others considering the product:
N/A
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