Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Never miss a email to your support desk
What do you like best about the product?
I love most of the features that pack in Desk.com to solve our user queries and problems, so of the features like integration of chats, ticketing, reporting, business insights and the ability to add flex agents when required without a need to a get a separate license for the flex agents
What do you dislike about the product?
We do not have any option on the desk.com to export all the emails we have received from our users, at any given point of time we can export only up to 20000 cases in a single excel file and we will have to manually create a report for every 20000 cases.
What problems is the product solving and how is that benefiting you?
We are using the Desk.com for the last 5 years to solve all our customer support emails. We have integrated the desk.com with the live chat so it is very useful in creating a ticket directly to the desk.com from the live chat without coming out of the window. Also we generate reports directly from the business insights to provide it to the management when required which is a nice addition to the product.
Recommendations to others considering the product:
If you are looking for a product that highly needs to solve your support problems then there is no second option other than Desk.com. The best support desk that can solve all your customer needs.
Even the agents who use the desk tool do not require much of training as it is a very simple tool to use.
Also, we can know whether our users are satisfied or not by the CSAT scoring option integrated within the desk.com.
Even the agents who use the desk tool do not require much of training as it is a very simple tool to use.
Also, we can know whether our users are satisfied or not by the CSAT scoring option integrated within the desk.com.
Salesforce
What do you like best about the product?
The ability to run reports, look up reported issues, ease to search client information.
What do you dislike about the product?
The query tool needs a bit more flexibility.
What problems is the product solving and how is that benefiting you?
Logging of reported issues which are then prioritized for resolution by specific departments.
Lots of places to get lost in something that should make life really simple
What do you like best about the product?
Everything can be taken care of in one place. You can manage support, you can manage sales, you can manage content.
What do you dislike about the product?
There are so many places to get lost and if you do not have a salesforce admin cert, it is impossible to set up the way you want. Heck, even then it's hard.
What problems is the product solving and how is that benefiting you?
We are managing our entire support system through Salesforce service cloud.
Recommendations to others considering the product:
Make sure you have a Salesforce Admin on your side!
Powerful tool but complex to use
What do you like best about the product?
You can get info about accounts and contacts all in one place. The better organized your Salesforce instance is, the more info you will have at your fingertips.
What do you dislike about the product?
It's very complicated and there are a lot of quirks. It's powerful, but sometimes you just want to be able to write a simple response to a customer and yet Salesforce can make that surprisingly complex.
What problems is the product solving and how is that benefiting you?
Since we already use Salesforce to manage customer data, using Salesforce Service Cloud keeps all the data in one place and allows for better reporting.
Recommendations to others considering the product:
Be prepared for a steep learning curve. Salesforce Service Cloud is very powerful, but the setup and transition is intense.
Best tool out there
What do you like best about the product?
Ease of use, configeration, deployment and makes life so much easier.
What do you dislike about the product?
Cost of operation. Licensing is expensive.
What problems is the product solving and how is that benefiting you?
Help desk and call center. Make it easy to log and incident and report on.
Recommendations to others considering the product:
Best tool for ease of implementation. If you're in the edge..go for it .
Great for customer support
What do you like best about the product?
It's easy to use and review case history
What do you dislike about the product?
Case history can be clunky, as well as transferring case to another team.
What problems is the product solving and how is that benefiting you?
It's been a great tool for customer support. There's plenty of space to leave notes and comments, without being limited to character count.
Great interface, very customizable
What do you like best about the product?
I love how we have the freedom to set up the SF interface in a way to best suit our needs!
What do you dislike about the product?
That the lightning interface does not have full capabilitie syet (compared to that you can do in classic)
What problems is the product solving and how is that benefiting you?
It allows the sales, marketing, and support teams to all work in the same platform. This streamlines customer information and provides a smoother overall experience for everyone.
Recommendations to others considering the product:
Find an admin, find a dev :)
New User Feedback
What do you like best about the product?
The ability to access help resources written by colleagues to help resolve client support issues.
What do you dislike about the product?
There are currently two "views" available which can make things difficult to navigate to at times, especially for a new user.
What problems is the product solving and how is that benefiting you?
Client software issues.
Easiest service interface with supperieor integration options
What do you like best about the product?
I love that this is built on. The Salesforce platform. This means you have unlimited integration and customization options.
What do you dislike about the product?
I wish there was a timer on cases that was native to the platform. We log our time for all service cases and this would be very beneficial.
What problems is the product solving and how is that benefiting you?
This allows us to see a holistic view of our clients. You can see all Account, contact, opportunity and case activity in one system tying our internal departments together.
Recommendations to others considering the product:
Time card service
Great software
What do you like best about the product?
Lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications
What do you dislike about the product?
Cost of maintaining..it's expensive for a licensing large number of users.
What problems is the product solving and how is that benefiting you?
Analytics and reporting.
Recommendations to others considering the product:
Except being expensive it is great.
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