Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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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
Salesforce
What do you like best about the product?
The interface between Salesforce and SpringCM is key for us. We use Salesforce for all data management and filing. It is essential that this is a cloud-based service as the majority of our staff works remotely.
What do you dislike about the product?
Reporting can be cumbersome, the back end with user permissions is also difficult at times.
What problems is the product solving and how is that benefiting you?
Having a cloud-based service is a huge problem-solver for us. It allows our staff to work internationally and for us to connect with our international and national clients.
Very seamless and easy to use for CRM and working with customers.
What do you like best about the product?
very structured and catered to the work that is being done for customers.
What do you dislike about the product?
Sometimes would crash with Five9 that was an added adapter as calling software to be a call center.
What problems is the product solving and how is that benefiting you?
Able to seamlessly take inbound calls and support the customers account through Saleforce. Able to add necessary notes about the customer so that the next agent that may assist them can do so accordingly.
Helpful
What do you like best about the product?
Quick responses to questions I have. I use salesforce a lot in my job so I have a lot of questions.
What do you dislike about the product?
Don't understand what I'm asking because I do usually have a lot of questions. It would be easier to immediately start a live chat.
What problems is the product solving and how is that benefiting you?
Report issues
Support Tickets
What do you like best about the product?
Easy way for our team to track cases. Reports are easy to pull to make sure we can keep an eye on case load and figure out learning opportunities.
What do you dislike about the product?
Reporting can be buggy and time out during a large date range.
What problems is the product solving and how is that benefiting you?
We are learning where are students and faculty are struggling with certain points in our Learning Management System and can target our training to meet those needs.
SFDC Service Cloud Review
What do you like best about the product?
Ease of use, content and flexibility, ability to collaborate
What do you dislike about the product?
Too many screens to navigate, irrelevant content included
What problems is the product solving and how is that benefiting you?
Identity and Access management. Available content
Recommendations to others considering the product:
Compare and contrast
Simple and Effective
What do you like best about the product?
I like Desk.com because it is simple with enough automation to streamline simple support. If your product is designed in a way where your support tickets are straightforward and you don't need a million steps in your workflow Desk works exactly as it should. There are not a ton of options, but it runs really fast and it allows you to do some basic automation for repetitive tasks allowing your reps to burn through things that are the same in order to spend more time troubleshooting things that are unusual. I like the effective integration of the knowledge base and the support tickets and the macro capabilities especially. It is also nice that it allows you to build custom fields and label things, and if you keep things simple it should be relatively easy to get reporting accomplished.
What do you dislike about the product?
Once in a while, the simplicity gets in the way if you do need anything complicated. Working out the code for the mild customizations you need for the supports forms and things was a little confusing to get through.
What problems is the product solving and how is that benefiting you?
We use it for our end user support. The tickets we get could be for anyone from a college student to a system administrative user who is using our Mobile App and needs help. It allows us to stay focused and get through the majority of their tickets very quickly as we have a few common answers for most of them. It also lets us respond to support cases generated from Twitter without having to give all of the reps direct access to our Twitter account, and it lets us provide easy to reference articles for the users to solve their own problems.
Recommendations to others considering the product:
If you have very complicated workflow stay away, but if you have simple workflow, this product is hard to beat. From a business perspective, I think most people are better off simplifying their workflow and using a product like Desk as it keeps everything moving quickly and stops you from having to constantly tweak things. We basically keep maintenance down to a monthly article and Macro review, and occasional user maintenance as staff changes.
A solid approach to service backed by the strength of Salesforce
What do you like best about the product?
Salesforce's "Knowledge" tool is great for customer self-service and to help agents find answers to questions received via various communication channels.
What do you dislike about the product?
Salesforce Service Cloud does not offer any service level agreement unless a customer explicitly requests one.
What problems is the product solving and how is that benefiting you?
Trying to achieve better agent self-sufficiency by providing an easy-to-use Knowledge base. The added benefit of setting up Knowledge for internal staff is that parts of the same Knowledge base can be used for external customers, for self-service.
Cases Management Tools with Multi Channel Capability and Fit Perfectly to Support Contact Center
What do you like best about the product?
desk.com have support for email, live chat, twitter and facebook. Have clear case management function, with simplify report that fits the needs
What do you dislike about the product?
Currently cannot support my company POP email, so need to forward from the source email
What problems is the product solving and how is that benefiting you?
Supporting customer, complaint handling, product inqury, follow up
Recommendations to others considering the product:
In term of pricing more or less are the same with other software alike, but desk.com give just the right tools to help you with case management and implementing your contact center.
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