Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Great experience
What do you like best about the product?
For the most part it is very straight forward and easy to use. For the things I need help with, customer support is very helpful.
What do you dislike about the product?
Sometimes it can take a bit of digging to find information on how to do something.
What problems is the product solving and how is that benefiting you?
Tracking my customer service emails and calls. Benefits to being able to go back and reference old cases.
Saves Time, Money, and Manpower
What do you like best about the product?
Desk.com's level of automation has allowed us to free up resources and spend our time with customers instead of filling out paper work.
What do you dislike about the product?
There really isn't much to dislike here. We happen to be using it for customer surveys, which Desk.com is not actually designed to do. Even so, it works very well.
What problems is the product solving and how is that benefiting you?
Customer satisfaction surveys were being done at each office location and maintained on local servers. Now we have one centralized storage location and one person who conducts surveys. Massive time/resource saver.
Recommendations to others considering the product:
Talk with your Salesforce rep. They will get you in contact with the right people so you can get a more thorough demo than what's shared online.
DESK is all you need
What do you like best about the product?
Desk.com is simply the best support and case tracking tool in Salesforce. The ability to reassign cases is easy and the tracking and integration into Salesforce is awesome.
What do you dislike about the product?
Honestly, I have not found one issue or item that I do not like or have with Desk.com
What problems is the product solving and how is that benefiting you?
Case tracking, time to close cases, effectiveness of support agents.
Desk.com User for 5.5 years
What do you like best about the product?
User friendly, adaptable, all-inclusive.
What do you dislike about the product?
Not much to dislike! Perhaps a better way to auto resolve spam...
What problems is the product solving and how is that benefiting you?
We use it daily for hundreds of customer tickets. We are better organized. Our customers get more timely responses. All Users can have access to the most recent communications as well as history in just seconds. Labels are great. Searching is easy. I administer Support for multiple companies and I now have all of them in Desk.com!
Recommendations to others considering the product:
I highly recommend Desk.com for small to large size businesses. You can use it with your Chat, your Social Media, Slack, etc It is easy to use, inexpensive, all inclusive and the Support (should you need it) is impeccable.
A great tool for supporting our users
What do you like best about the product?
Easy to use and set up. Easily assign tickets to our support team and keep track of our clients needs
What do you dislike about the product?
Not having the ability to reset users passwords.
What problems is the product solving and how is that benefiting you?
Allows for quick turn around of issues our clients have and with the mobile app I can keep track of any issues from any location.
Great product!
What do you like best about the product?
Desk.com makes my job as a tech support professional easy and streamlined. The macros help me stay efficient and the data section ensures I can measure my workload easily and in several different ways.
What do you dislike about the product?
My only compliant is that there is currently no quick way to change a chat case to a regular ticket; I have to tell the client to close the window, wait for the 'case resolved' email and reply back to it, which is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We support a custom software platform and desk.com is our ticketing system to help us stay organized.
Recommendations to others considering the product:
Easy to work with and use!
Desk functional review
What do you like best about the product?
Ease of use and to quickly set up advanced features such as knowledgebase and CSAT
What do you dislike about the product?
Sometimes it's a little too simplified in that you need a little more in the way of data fields
What problems is the product solving and how is that benefiting you?
CRM functionality
Cheaper license than a full SF license
Quicker to train new employees on
Cheaper license than a full SF license
Quicker to train new employees on
Recommendations to others considering the product:
Weigh the needs between SF and DESK
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