Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Using Desk.com to provide organizational support
What do you like best about the product?
The ease of use and the interface are the best features.
What do you dislike about the product?
There could be more customization of the interface to make it work best for you. There are no notification sound options which limits your awareness of new tickets. They also send you an email for every ticket and response - that can overwhelm your inbox. I have not found a way to limit the alerts I don't want and better receive the alerts I do want (notifications, for example, in Mac OS).
What problems is the product solving and how is that benefiting you?
We have internal support for about 600 users and the ticketing system allows us to stay organized and respond in a timely manner.
Seamless Migration with Stellar Collaboration Features
What do you like best about the product?
I appreciate the seamless migration to Salesforce Service Cloud from our previous platform; we didn't lose any functionality during the transition. The platform's user-friendly interface enables our agents to manage cases effortlessly. I find the collaboration tools, especially Chatter, invaluable as they enhance our team's ability to resolve cases quickly and provide comprehensive visibility for case management.
What do you dislike about the product?
I think knowledge and using knowledge-based articles could be easier to make and reference inside of a case.
What problems is the product solving and how is that benefiting you?
I find that Salesforce Service Cloud enhances team collaboration through Chatter, ensures faster case resolutions, and improves visibility for managers, which makes our case handling efficient and seamless.
Seamless customer support organization tool
What do you like best about the product?
The labels. I like how you can easily tailor them to the way you describe issues and aid in business insights reporting.
What do you dislike about the product?
That you can't customize the priority levels to your team's method of classifying priority levels. There isn't a separate update button for Case and Customer detail. Sometimes you just need to update the details of a case or customer, but not the communication. Having update as universal to all aspects
What problems is the product solving and how is that benefiting you?
Reporting on trends in support tickets
Recommendations to others considering the product:
I love the customization offerings to the case view and customer view. You can make it your own to best fit with your customer support process.
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.
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