Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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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.
Salesforce Admin and Developper
What do you like best about the product?
Our main activity in Salesforce is Case management through our different services (support, account and compliance). This feature embedded in a Console help our team to manage more efficiently the huge amount of cases created everyday.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
We also use Knowledge to help our agents to be more efficient in the solving of cases. These articles are also available in our Community for our broker to see and help to manage their business.
We have also built many automation through process builder and workflow.
What do you dislike about the product?
We have develop a Community with almost 600 users. We encounter a lot of limitation in the customization, and a major problem of slowness.
Customization of the Console is also limited and VF component does not have the Lightning look.
Customization of the Console is also limited and VF component does not have the Lightning look.
What problems is the product solving and how is that benefiting you?
As explained above the creation of numerous cases are now well managed and documented. Information is better organised.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
The benefit reside in less time spend on cases and the ability to communicate more efficiently with our broker through the Community.
Recommendations to others considering the product:
Very good product to manage cases, communicate and store information.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
We do not use it but I have tested wave analytics and it is also a very powerful tool for reporting purposes.
I particularly enjoy the possibilities of customization that could really accommodate any business and even when you are not selling products as in our case.
Salesforce community is also a point to consider as they are more than 2.5M people registered, there is always someone to help you resolve your problem.
Service Cloud - Salesforce Knowledge experience
What do you like best about the product?
Service console/Cases /knowledge tab. We can use this functionality for the better way of helping our customers with their issues, questions, etc.
What do you dislike about the product?
Separate license. It would be nice to include it to the Salesforce license :)
What problems is the product solving and how is that benefiting you?
Our customers use the Knowledge Data/Tab/Cases every day. It helps us to save time. Our customers can learn the materials we provide without our help.
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