Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Results in efficient, prompt and thorough service.
What do you like best about the product?
We are able to serve a large number of customers in an efficient manner due to the functionality of Desk and all of the features it provides.
What do you dislike about the product?
When service is down, it can sometimes take a bit longer to be fixed, or there will be a temporary solution put into place but a continuation of issues for several days after.
What problems is the product solving and how is that benefiting you?
We use desk for monitoring of social media and review channels. It has streamlined our process and made it that much more efficient, thorough, and enhanced what we are able to offer our clients.
Recommendations to others considering the product:
Give it a try! You can do a lot with it.
Desk.com has provided an easy process for managing support requests.
What do you like best about the product?
All relevant information to the client, account and the issue are accessible from the main issue screen.
What do you dislike about the product?
You can't fully customize the dashboard, and the settings can be difficult to work through when setting up the system or making changes.
What problems is the product solving and how is that benefiting you?
Better tracking support requests and response time.
Recommendations to others considering the product:
Ability to get notifications based on updates to integrated systems. For example, a notification when a link jira card is marked closed.
:)
What do you like best about the product?
Easy to use, straightforward UI design, great access to data for analysis.
What do you dislike about the product?
Can be slow at times and sometimes downtime will go unnanouced.
What problems is the product solving and how is that benefiting you?
Agent quality and improvement over time. Great way to monitor daily/weekly resolves & see quality and correct use of labels and macros.
A great product for help desk support at a great price point
What do you like best about the product?
I really love the ease of setting up Desk.com and my Agents love the simple to use user interface. It does all the things that we want and is great in help desk resolutions. Desk.com gives users the ability to set up self-service support with knowledge bases for multiple brands. The multilingual support is an additional great feature. The self-service support center features FAQ's and other documented resources to help our customers help themselves. This increases our efficiency. Aesthetically pleasing and easy to use. Plenty of pricing options. Integrating our Facebook and Twitter streams, setting up the support center with our custom design ethic has been done with ease.
What do you dislike about the product?
The app seems a bit too simple and not as highly integrated as we would like. I wish it had more administrative side features to allow us to support our customers better. The app sometimes double posts if you hit submit too many times, which a high annoyance.
What problems is the product solving and how is that benefiting you?
Trying to solve help desk issues and case management scaling to a reliable level. It has great increased the ease of customer management of issues. The mobile app is a great asset to have. Desk.com is well worth it if your service desk just needs to be able to raise and close tickets.
Recommendations to others considering the product:
At Desk.com the customer support team has helped tremendously with step by step issues even with a standard issue that was common they helped me get through. Thank You for being out there Desk.com and their highly effective customer support team.
How Removing the "Zen" Made me Enjoy Customer Support
What do you like best about the product?
The ability to customize is paramount for me. Most of the features are useful, but those I don't want I can just opt out of using. This is also part of the reason why I love the User Interface--keeps it from becoming cluttered. It's attractive and intiuitive, and I can modify it just as I want for optimum ease of use. I also like the achievements part.
What do you dislike about the product?
None, though all of the customization options and so forth were intimidating at first. Once I figured out which features I wanted (helped along by the setup process), it was just fine, though. There's probably some of this with every new SAAS implementation.
What problems is the product solving and how is that benefiting you?
I use it to help my e-commerce company handle customer support issues. We used ZenDesk in the past, and I came to hate its approach to ticketing. I find this software to be much more robust and delightful to use.
Recommendations to others considering the product:
Don't be overwhelmed by all the features at first. Once you identify just those tools that you need, you'll find that it's actually pretty streamlined and lightweight.
If Salesforce.com makes sense for you, so does Desk.com. Otherwise...
What do you like best about the product?
Desk.com is obviously a Salesforce.com product, and that is what makes it valuable. Because it integrates with our CRM and our social management platform, Desk.com can be powerful. It is also fairly intuitive to learn, so training new employees doesn't take long.
What do you dislike about the product?
It either doesn't have some of the features that we would like, or it required a Salesforce Admin to make it happen. Other products come with more out of the box and less work is required to customize something - it doesn't require special knowledge.
What problems is the product solving and how is that benefiting you?
Desk.com provides our call-center with a simple platform to manage cases whether they come in via social, chat, e-mail, phone, text, or app.
Recommendations to others considering the product:
If you are on the Salesforce Platform and use Marketing Cloud / Social Studio / Radian 6, Desk.com makes complete sense. Otherwise, I don't think it is as strong of a platform.
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