Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Good for small biz
What do you like best about the product?
Email management and labels are easy to search and use
What do you dislike about the product?
The integrations leave ALOT to be desired
What problems is the product solving and how is that benefiting you?
Support
Recommendations to others considering the product:
Good for small biz, hard to integrate
Thought it would be better
What do you like best about the product?
I like that they are continuing to improve the software and the plugin to salesforce (although it apparently times out constantly). The built in email and stats features are helpful, but that is expected with a support tool. It is nice it comes with a customer portal!
What do you dislike about the product?
Too much downtime / slowness problems. Not being able to create a custom export is a pain. The reporting is really weak. I could go on...
What problems is the product solving and how is that benefiting you?
Came from using an in-house custom solution that was missing the ability to email out - that is has been a big plus to efficiency.
Recommendations to others considering the product:
It works, but it will likely be lacking in reporting you will need. The integration with Salesforce isn't great - you would think they have that part nailed down (not sure what it is like with out support tools).
G2 - Desk Review
What do you like best about the product?
The support response time is short. The option from two different desk web portals. The UX Design on new tool is more colorful and easy to look at.
What do you dislike about the product?
Their moving to a very heavy UX web client and it slows productivity down. Not being able to search or batch action on mobile device.
What problems is the product solving and how is that benefiting you?
Troubleshooting bugs and user errors. The benefits we realized is batch action and the option to resolve tickets on a mobile device
The old UI is better than the new one
What do you like best about the product?
The user friendliness of the old UI, and the fact that they still allow us to use it.
What do you dislike about the product?
The new UI is not that great, and it is laggy.
What problems is the product solving and how is that benefiting you?
We are helping users with their inquiries about our app. Desk has helped us bridge a gap in connecting us with them.
Not really what I would have expected
What do you like best about the product?
There is really nothing that I love from desk.com, we got this product originally because we were going to integrate with salesforce. But we ended up not doing that
What do you dislike about the product?
A lot of service interruptions, limitations on reporting, the next gen agent lacks of integrations capabilities like Jira, CSAT mechanism can be played
What problems is the product solving and how is that benefiting you?
One of our main strategies is based on gathering more feedback from customers. sor far we have been able to partially do it with the tool
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.
The support is exceptional.
What do you like best about the product?
The support team, they are always so quick to return my calls or help me with our Desk set up, which is quite unique.
What do you dislike about the product?
My "First World problems": The brands not being in alphabetical order on the channel and content screens (we have over 50). Not having a "check" or "uncheck all" button for the relevant brands when adding content. Business Insights seems to have some problems with accuracy, or perhaps I misunderstand it. Not being able to insert images into the emails/cases when we respond to customers.
What problems is the product solving and how is that benefiting you?
It helps of keeps track of cases and when cases/customers "fall between the cracks" so they don't get missed. It helps with our reporting figures.
Desk.com Review
What do you like best about the product?
The interface is slick and it's easy to navigate and search old cases in.
What do you dislike about the product?
Sometimes it's down and the Next Gen agent has taken some getting used to. Once I tried to BCC a bunch of people but it only sent to one address.
What problems is the product solving and how is that benefiting you?
Being able to calculate productivity among employees has been fast and simple
So far so good. I haven't had any unreasonable issues with the software
What do you like best about the product?
It's ease of use and the portability/integration with SalesForce.com
What do you dislike about the product?
Nothing really, the UI is ok, and the screens are laid out resonablly
What problems is the product solving and how is that benefiting you?
We use it as a tracking tool for IT Support and Technical Support Help desk issues
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