Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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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.
Desk is great!
What do you like best about the product?
We like that all customer emails, for all staff can easily be found (and searched).
What do you dislike about the product?
sometimes it runs slow.
Also when a customer responds & has HTML in their email, sometimes we cannot see what they write. We have to click to "view HTML" to find it. Makes it easy to miss responses
Also when a customer responds & has HTML in their email, sometimes we cannot see what they write. We have to click to "view HTML" to find it. Makes it easy to miss responses
What problems is the product solving and how is that benefiting you?
All of our staff are able to answers customer's questions - Desk helps us keep things from slipping through the cracks!
Desk Feedback
What do you like best about the product?
Customer interaction at its best. like the ability to access from my phone
What do you dislike about the product?
Nothing, I like everything. It's fast, and I can look back at other cases as necessary
What problems is the product solving and how is that benefiting you?
case by case. Customer service complaints, login issues, problems with the site
Desk has been incredibly integral to our support team and they are so helpful all the time!
What do you like best about the product?
Their support and multi-brand features are great!
What do you dislike about the product?
Not great chat options, but they do provide integrations.
What problems is the product solving and how is that benefiting you?
Multi-brand support and Analytics
Recommendations to others considering the product:
Chat is not strongest, but provides integrations for chat services. Otherwise, superior tool.
Partner Manager
What do you like best about the product?
The feature set and that it falls into the Salesforce umbrella.
What do you dislike about the product?
Excited to see video incorporated more in Service Cloud. This will help in better communicating with customers.
What problems is the product solving and how is that benefiting you?
Better management of the service ecosystem.
Recommendations to others considering the product:
Video, video, video and more video.
Functional, but not user friendly
What do you like best about the product?
Feature rich, customizable, broad base of support.
What do you dislike about the product?
Not user friendly, not easy to explain or use.
What problems is the product solving and how is that benefiting you?
We used it primarily for sales support. I think the most obvious benefit is how widely it's used, so lots of support built in.
Popular Enterprise CRM
What do you like best about the product?
Salesforce enables you to manage, track, and search your entire customer base with the click of a button. Medium to large Enterprise companies will see a huge benefit.
What do you dislike about the product?
It is most valuable with large data sets. Small companies may be able to get a larger benefit from a smaller solution. Sometimes, businesses with multiple contacts, branches, locations etc can make search results seem a bit cluttered.
What problems is the product solving and how is that benefiting you?
I mainly use Salesforce to research customer information like an email or phone number. The benefits of having central, consistent information for our organization is critical.
Recommendations to others considering the product:
Salesforce is very well known, trusted resource. Feel confident in your decision if the solution is a good fit.
Accomplishes all of the above, and then some
What do you like best about the product?
As a platform, we have never worked with something that allows us to work a case so globally. Our customer care satisfaction scores increased by ~30% after implementing Service Cloud, we attribute this to seeing all phases of the clients journey in a snapshot, from lead through support client.
What do you dislike about the product?
The UI is a bit chunky, takes some training to really master what you are doing
What problems is the product solving and how is that benefiting you?
With a full view of our customer relationship, we are able to see previously addressed issues in discovery greatly reducing our time to solution
Recommendations to others considering the product:
Would not recommend for users not in sales cloud
Service cloud is great!
What do you like best about the product?
Not all of salesforce's product would I recommend this highly (marketing cloud is a no no for now), but I love service cloud. Functionality and the ease of use of that functionality are key.
What do you dislike about the product?
The system can be buggy, but my rep is a huge help.
What problems is the product solving and how is that benefiting you?
We're creating dedicated support communities for our clients.
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