Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Consultant / System Administrator
What do you like best about the product?
- Service Cloud Console and Feedback tracking the conversation between the client and CC team
- Solution, Knowledge Base and topic, auto recommend
- Om-ni Channel
- Milestones & SLA monitoring
- Approval Processes
-
- Solution, Knowledge Base and topic, auto recommend
- Om-ni Channel
- Milestones & SLA monitoring
- Approval Processes
-
What do you dislike about the product?
- FAQ knowledge articles application is very old and contains so many bugs, that make it very hard to customize and implement quickly
- Service Contract is not powerfull in term of support contract management,
- No Mass Email Marketing Campaign
- Live chat
- Difficult to integrate Softphone
- Service Contract is not powerfull in term of support contract management,
- No Mass Email Marketing Campaign
- Live chat
- Difficult to integrate Softphone
What problems is the product solving and how is that benefiting you?
Implement full Service Cloud for company including:
- Case Management,
- Support Process Automation
- SLA with Entitlement,
- Milestones,
- Campaign Management,
- Knoweldge Articles & FAQ Implementation
- CTI
- Mass Email
- Case Management,
- Support Process Automation
- SLA with Entitlement,
- Milestones,
- Campaign Management,
- Knoweldge Articles & FAQ Implementation
- CTI
- Mass Email
Recommendations to others considering the product:
Very good and easy to implementation for basic functionalities for Case Management & Customer Service including SLA monitoring, reduce a lot of Email communication, can track email conversation of CC team with client, integrate the Knowledge base to manage solution,
Beautiful and easy to navigate through Service Cloud Console but quite challenge for new users to implement and setup the console without the help from Consultant
Beautiful and easy to navigate through Service Cloud Console but quite challenge for new users to implement and setup the console without the help from Consultant
It has been a great experience working on Desk.com especially with the Desk app on the mobile phone.
What do you like best about the product?
Desk allows me to customize the fields the way I want which is great. I am very happy that Desk has a mobile app so I can resolve customer queries on the Go and even on holidays I need not worry to open my Mac.
What do you dislike about the product?
The mobile app has certain limitations though that if I receive a new ticket I do not receive a notification always. If this can be looked into. Even for any Open tickets I do not receive any notifications. I need to open the app and then check.
Also I have to refresh the app in order to view a New/Open ticket.
Also I have to refresh the app in order to view a New/Open ticket.
What problems is the product solving and how is that benefiting you?
We use Desk.com to resolve customer queries.
Great software!
What do you like best about the product?
The simplicity and ease of using it on calls.
What do you dislike about the product?
That I can't use it for other companies that I do business with.
What problems is the product solving and how is that benefiting you?
Researching customers accounts
Great, high quality option
What do you like best about the product?
All of the features one could ask for are taken care of in desk - literally everything we ever wanted, it had. The ticket creation, user attribute editing, and all similar features were easy to use, and all of the things that one could want to do were easy to figure out as well. Even the more niche features like what had happened on the case, who had closed it, and things like that were all able to be easily found.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
What do you dislike about the product?
The cost unfortunately made it difficult as we expanded our team. It was affordable when we only had 5 or 6 regular users of desk, and a couple of hourly use people, but as our team grew to double that, the cost of the product grew as well, and that was not worth it compared to cheaper options.
What problems is the product solving and how is that benefiting you?
It solved a wide number of issues, and provided an easy way to pass queries between team members.
Recommendations to others considering the product:
This is the best product we've experienced for a small team, and really is great for all levels. However, the cost of it can be difficult for a company to swallow, as the cost of the product increases so much as users increase. So basically, if what you want is to have the best product, then this is the choice you should make. If cost is of concern, there may be a better option.
Great product!
What do you like best about the product?
We use Desk.com every single day and it helps us stay organized and in contact with all of our customers. Desk.com has been key in keeping us as efficient as possible.
What do you dislike about the product?
The only negative thing we can say about Desk.com is we will sometimes get an error message and have trouble connecting.
What problems is the product solving and how is that benefiting you?
We use this as a customer database to store notes and all customer information in one place. The color-coded labels and macros available with Desk.com are great for staying organized and sorting customers into different categories.
Recommendations to others considering the product:
Desk.com is the best customer support software available. The ability to customize the software to your business' needs is incredible.
Happy Desk.com customer for ~3 years
What do you like best about the product?
As the director of the support team, Desk makes it easy for my team to see what their immediate action items are. We created a filter that shows each agent which cases are assigned to them and in the Open status. I have also created other filters (think of them as separate queues) for the highest priority tickets. Our company uses Salesforce on the sales side, so we created rules in Desk to raise the priority of new cases based on the company that submitted the case. We've also created extensive labels and categories for each case which makes it easy to do our own reports and analysis.
What do you dislike about the product?
• Sorry Desk, but we like the classic interface better than your Next Gen Agent
• We're starting to run into trouble when fully customizing the data sharing between Desk and Salesforce
• Customer forums are not very good. They don't actually call them forums (probably for that reason) but still...
• We're starting to run into trouble when fully customizing the data sharing between Desk and Salesforce
• Customer forums are not very good. They don't actually call them forums (probably for that reason) but still...
What problems is the product solving and how is that benefiting you?
How do you have multiple team members share a single inbox of e-mails? Desk makes this really easy.
How do you associate individual cases with one customer in a way that you can look up their entire support history? This is also easy in Desk.
And what about workflow rules and automated actions? Desk makes this easy too.
How do you associate individual cases with one customer in a way that you can look up their entire support history? This is also easy in Desk.
And what about workflow rules and automated actions? Desk makes this easy too.
Recommendations to others considering the product:
• Desk has really informative webinars and training videos.
• The rules are really easy to create. We've put most of ours on the Inbound Interactions action.
• Desk connects to our company Gmail, so it's really easy to use support+customName@ to initiate custom processes like internal escalations or case routing.
• The rules are really easy to create. We've put most of ours on the Inbound Interactions action.
• Desk connects to our company Gmail, so it's really easy to use support+customName@ to initiate custom processes like internal escalations or case routing.
A really Good Support Solution
What do you like best about the product?
The combined inbox has been very helpful in managing our support cases. Macros have helped to streamline our support process.
What do you dislike about the product?
The Live Chat system lacks features found in a variety of competitors. The reporting is slow and sometimes will error out. It would be nice to run reports on a specific schedule and have them sent to me.
What problems is the product solving and how is that benefiting you?
The biggest benefits have been improved efficiency for our support team and improved insight for management.
Recommendations to others considering the product:
This is a great software for a small to medium support team.
Collect All Customer Communications In One Spot
What do you like best about the product?
We used to have to log into multiple sites to view and respond to e-mails, but now we can do it all in one spot. It was also difficult for everyone in the office to know who was working with which site and how various issues. We have the ability to see everything in one spot.
What do you dislike about the product?
Some e-mails have been getting "dropped" recently.
What problems is the product solving and how is that benefiting you?
We handle a lot of customer issues (returns, problems with orders, etc). We can track where in the process we are with each issue and ensure that the customer is receiving a follow-up. We also can check which customers are asking for certain products just by clicking a button and respond to them whenever something is available.
Recommendations to others considering the product:
This is easily customizable, so it works for many different areas of business. Track communications from start to finish. Everyone can have their own inbox and then there is a shared inbox. I think fluid is the best word for how this works.
Desk.com is a valuable asset for our company.
What do you like best about the product?
The ease of tracking and moving tickets among our staff.
What do you dislike about the product?
Frustrated sometimes trying to search for old tickets.
What problems is the product solving and how is that benefiting you?
Customer support via historical responses.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
Desk.com Has Been a Great Partner for Our Growing Company
What do you like best about the product?
Helpfulness! Desk is always quick to respond and willing to assist as needed.
What do you dislike about the product?
It's a lot of hands on work in the background. Our company does not have an IT department and I'm certainly not a tech or software person. I'm here to do my job. My one issue would be to have an option to buy-in for Desk.com IT support.
What problems is the product solving and how is that benefiting you?
Teaching our consumer to self-educate themselves. Desk offers this resolution in many of its various tools.
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