Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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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.
A great tool for supporting our users
What do you like best about the product?
Easy to use and set up. Easily assign tickets to our support team and keep track of our clients needs
What do you dislike about the product?
Not having the ability to reset users passwords.
What problems is the product solving and how is that benefiting you?
Allows for quick turn around of issues our clients have and with the mobile app I can keep track of any issues from any location.
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!
Desk functional review
What do you like best about the product?
Ease of use and to quickly set up advanced features such as knowledgebase and CSAT
What do you dislike about the product?
Sometimes it's a little too simplified in that you need a little more in the way of data fields
What problems is the product solving and how is that benefiting you?
CRM functionality
Cheaper license than a full SF license
Quicker to train new employees on
Cheaper license than a full SF license
Quicker to train new employees on
Recommendations to others considering the product:
Weigh the needs between SF and DESK
Using Desk.com to provide organizational support
What do you like best about the product?
The ease of use and the interface are the best features.
What do you dislike about the product?
There could be more customization of the interface to make it work best for you. There are no notification sound options which limits your awareness of new tickets. They also send you an email for every ticket and response - that can overwhelm your inbox. I have not found a way to limit the alerts I don't want and better receive the alerts I do want (notifications, for example, in Mac OS).
What problems is the product solving and how is that benefiting you?
We have internal support for about 600 users and the ticketing system allows us to stay organized and respond in a timely manner.
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.
Great experience has it makes me more productive
What do you like best about the product?
All the features of Desk.Specially :
- the way it fits and works with the email system.
- the possibility to transfert a ticket to another agent.
- the way it helps me to "know everything". I see what I've been done, what I have to do, etc.
- the way it fits and works with the email system.
- the possibility to transfert a ticket to another agent.
- the way it helps me to "know everything". I see what I've been done, what I have to do, etc.
What do you dislike about the product?
- I would like to have more statistics about our work (# of tickets, time to answer, etc.). But, actually, I think we don't have a lot because we don't have the biggest plan. So, I understand that I could have more :).
What problems is the product solving and how is that benefiting you?
Whe're helping users with technical problem and receiving training demands. Desk help me to collaborate with my teammates and to answers my users. I'm more productive because I know what I've done and what I need to do. I'm now answering faster, and if I need help from my teammates, they can help me (transfering the ticket, etc.).
Recommendations to others considering the product:
Really good
Gets the job done
What do you like best about the product?
Overall, Desk.com works great for our needs. The ability to auto label, filter, and manage multiple help centers is great.
What do you dislike about the product?
NextGen is missing some functionality that is available in the older version of the platform.
What problems is the product solving and how is that benefiting you?
The biggest benefits are:
1 - Managing multiple help centers
2 - Analytics and labeling cases
1 - Managing multiple help centers
2 - Analytics and labeling cases
Recommendations to others considering the product:
The knowledge base is generally pretty helpful, and you can probably save yourself some time by checking it out before reaching out to the support team.
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