Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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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.
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
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- 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.
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