Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Great for capturing support issues and reporting
What do you like best about the product?
Reporting, data tracking, how much you can customize it.
What do you dislike about the product?
Customizing isn't that easy unfortunately.
What problems is the product solving and how is that benefiting you?
Customer Support, issue tracking, data analysis. Great ability to track large amounts of customer and case data.
Good tool, not the best of its kind
What do you like best about the product?
We use Desk as a central place for a portion of our support - specifically, we have used it to look up replies for another team that works with ours (but is still related to ours) - so we can provide information to users who phone in inquiring about that specific team's correspondence with them. I like that it allows us to interact with our customers as well as the other team that's working on the case (through internatl notes) and get feedback from both customers and coworkers on issues.
What do you dislike about the product?
I just don't like the layout - I think it is convoluted and not totally user friendly. I prefer Zendesk.
What problems is the product solving and how is that benefiting you?
It really helped our customers with solving their problems and one location for people to go to both from our team and the other team.
My experience with Salesforce Service Cloud has evolved
What do you like best about the product?
I like that the possibilities are somewhat endless and that it's all in one tool.
What do you dislike about the product?
I dislike that isn't every intuitive and doesn't have a chat or phone platform built in. I also don't like that you have to rely on Salesforce developers because then tech resources are more often strapped.
What problems is the product solving and how is that benefiting you?
I am constantly thinking about how we can move more quickly and effectively. I like that you can test all sorts of different functionality and that ideally most actions can live in the platform.
Salesforce took our service center to the next level
What do you like best about the product?
Salesforce service cloud can be customized to support your needs.
What do you dislike about the product?
There are many decision points to make in order to get the best results
What problems is the product solving and how is that benefiting you?
We now have data to support our work
An Okay Product, Not Ideal
What do you like best about the product?
Easy to set up & learn to use, relatively easy for most normal day-to-day tasks responding to emails and tracking case history, good CMS solution
What do you dislike about the product?
Buggy, frequent downtime, not intuitive (why can't I send a follow-up email from a phone-type case??), price is high for the quality. Really feels like it's built for B2C business - doesn't have strong higher level account management tools for B2B
What problems is the product solving and how is that benefiting you?
Workflow and response time for customer support. Transparency - everyone has access to full history of communication with that customer. Included CMS/support center tools are decent and we've been able to implement good self-service tools using it.
SalesForce is a force to be reckoned with
What do you like best about the product?
I love that I don't have to take a class in order to use it. I can run reports, create new ad hoc reports off of cases all in moments.
What do you dislike about the product?
I have no issues with SalesForce.com or the product.
What problems is the product solving and how is that benefiting you?
Support, Social Media, retention boost and fantastic listening posts.
Desk.com provides an easy to use and modern help desk solution
What do you like best about the product?
Desk.com is very intuitive - even if you consider your level of tech savvy low, setting up and using desk.com is very straightforward. Getting support agents set up is a breeze and customizing to fit your org's specific needs is quick and easy as well. If you need help or have questions, there is always someone from desk.com that you can chat with in minutes to get answers.
What do you dislike about the product?
There isn't much to dislike - but if I had to say something, it would be being able to match the interface on the mobile app with the interface you use on the web. We are still using the last gen web interface as this is what my techs are comfortable with - would be cool to be able to choose the interface we want on the app like on the web.
What problems is the product solving and how is that benefiting you?
We use desk.com as our technology and maintenance help desk. Being able to efficiently track, organize and respond to requests is the biggest benefit we've seen. The system makes it hard for a request to fall through the cracks and go unnoticed.
ECommerce Salesfoce Review
What do you like best about the product?
What I like best about Salesforce is the fact that it combines all your communication ECommerce channels - email, online chat, notes and order management.
What do you dislike about the product?
I don't think I dislike anything about it.
What problems is the product solving and how is that benefiting you?
Integrating all communication channels into one platform is a problem we solved. The benefits to this are priceless.
Recommendations to others considering the product:
Test it out! Give it a try you may really enjoy using it for all your ECommerce needs.
Easy to Learn
What do you like best about the product?
I love how simple the basics were to learn. I was brand new to salesforce, and within an hour of training I was able to learn everything I needed for my job. Now I have went on to work on expanding my skills via Salesforce Trailhead, and pleased with the simple step by step training they offer.
What do you dislike about the product?
I honestly haven't had any dislikes so far. However I only use a small portion of Salesforce.
What problems is the product solving and how is that benefiting you?
I ise Salesforce only for researching clients for our sales reps, so for me the biggest benefit is being able to work remotely from home.
Main Person interacting in Desk.com
What do you like best about the product?
I like all partiicpants can view the matter individually with out clogging up individual emails
What do you dislike about the product?
It's been slow in the Classic Agent for several months when Resolving numerous cases
What problems is the product solving and how is that benefiting you?
Having material in one place, allowing templates and assignment all in one place.
Recommendations to others considering the product:
A great go to area for multiple users keeping info in one place for all view, comment and even respond to client
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