Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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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.
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.
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 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.
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.
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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