Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Desk.com review
What do you like best about the product?
It is easy to implement as a quick startup.
What do you dislike about the product?
Extremely rigid in terms of API integration. Support is terrible for desk.com, If your company is dependent on this solution , I would recommend looking at something else.
What problems is the product solving and how is that benefiting you?
Used as a Triage for our HR department and for quick answers.
Recommendations to others considering the product:
I'd be careful before engaging with Desk.com, they are phasing this out and pointing customers to Salesforce service cloud . If you currently have a desk account you can extend it , but no new accounts are allowed with the platform at this time.
Gold Standard
What do you like best about the product?
- Open APIs
- Integration with thousands of applications
- Community Support
- Industry Standard means almost everyone knows how to operate it
- Awesome Reporting
- Integration with thousands of applications
- Community Support
- Industry Standard means almost everyone knows how to operate it
- Awesome Reporting
What do you dislike about the product?
I believe the dashboards need enhancing. They are quite outdated and are limited to what can be displayed.
What problems is the product solving and how is that benefiting you?
- SLA achievement
- Sales Pipeline building
- Deal Stages
- Automation of Sales and Support Ops
- Sales Pipeline building
- Deal Stages
- Automation of Sales and Support Ops
Recommendations to others considering the product:
- Unless you have an experienced, in-house admin, buy the premier support!
Useful, Modern, Practical
What do you like best about the product?
I like the use of the Omni Channel that can be controlled to assign you whichever queue you would like to be assigned. I like the multiple sections you can view your workflow in as well.
What do you dislike about the product?
I dislike that Omni Channel tends to malfunction from time to time. It assigns multiple cases at once or goes offline quite a bit.
What problems is the product solving and how is that benefiting you?
We are able to address multiple queues at a glance and assign agents to work them as necessary much faster and more efficiently than the previous software we used. This allows us to assign priority levels, and time stamps for each case created. It's very helpful in keeping track of your handle times and cases worked as well.
Recommendations to others considering the product:
It's very useful and easy to learn.
Really difficult and expensive to set up
What do you like best about the product?
Can do basically anything you want it to do if you pay enough money and spend enough time.
What do you dislike about the product?
Lightening experience feels like a beta.
What problems is the product solving and how is that benefiting you?
1 tool for sales and support
Recommendations to others considering the product:
invest in a consultant to set it up and a full time consultant
Limitless possibilities
What do you like best about the product?
I love that you can be insanely creative inside of Salesforce. There is no problem you can't solve when you fully understand the platform!
What do you dislike about the product?
While Salesforce does iterate on their software three times a year, they often ignore old pain points in favor of flashy new features. While most have workarounds, it's sometimes painful to have to use one for years.
What problems is the product solving and how is that benefiting you?
Amazing and instant customizability when the business brings you a problem. Faster turnaround on requests.
Recommendations to others considering the product:
Get on Trailhead and check it out for yourself for free. You can do a TON on there and get a great sense of what is possible.
Sales Force is the multitool you need in the work place.
What do you like best about the product?
I enjoy the fact that I have never had any issues understanding the UI. It always works as long as I have cleared my browser cache. We also use Fuze to track calls and the integration with phones and chats has been a great one.
What do you dislike about the product?
I would love to have the option to change the color scheme. Other than that the only change I can think of is to add the option to open a case without opening the search feature. Lastly the history tool could use a good UI update.
What problems is the product solving and how is that benefiting you?
We can track every interaction with users and agents on a daily basis. We can then use that information and use the data to understand trends of issues that might be occurring.We use the thinking phones interface to track calls as well and we use the chat system to communicate with our end users.
Recommendations to others considering the product:
if you wish to use a ticketing system that you can make your own Salesforce offers some great customization options.
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud is very solid and scalable solution.
What do you dislike about the product?
Expensive and web based application only
What problems is the product solving and how is that benefiting you?
Tracking issues across many teams. Reporting is great.
Recommendations to others considering the product:
Try this product first
Most User Friendly CRM System
What do you like best about the product?
This is the most user friendly cry system both front wnd and back end.
What do you dislike about the product?
I wish that it were possible to get admin certified without having to be certified for all clouds. I work exclusively on service.
What problems is the product solving and how is that benefiting you?
SFDC is our completebsystem of record. It is clean and easy to navigate for the business.
Excellent tool for customer support with customer engagement capabilities
What do you like best about the product?
Ability to interact with customers through a variety of channels (live agent, knowledge base, cases, community)
What do you dislike about the product?
Can get pricey depending on the number of users
What problems is the product solving and how is that benefiting you?
We are using the service cloud to provide help desk ticketing capability to our customers, as well as providing them with the ability to interact with us in a Salesforce community
All in one place
What do you like best about the product?
Easy to search and find what you are looking for
What do you dislike about the product?
How easy it is to completely back out of
What problems is the product solving and how is that benefiting you?
I use it every day to search for answer to customers problems
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