Agentforce Service
Salesforce, Inc.External reviews
6,967 reviews
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Very useful, despite glithy behavior
What do you like best about the product?
I like that I can merge tickets together and create labels, making this a versatile service tool
What do you dislike about the product?
If I switch computers inside my home, Desk will log me out on the other one, causing me to lose my information some of the time. The Android App doesn't really work, and there are some glitches within desk that create headaches.
What problems is the product solving and how is that benefiting you?
We can use the same system from different sites
Recommendations to others considering the product:
Want to take customer service out of a single email inbox? This is great for small businesses
Good customer support tool for small businesses.
What do you like best about the product?
My company uses this product for 2 full time customer service agents. It's easy to learn and provides useful tools like canned response storage, FAQ browser support and Live Chat.
What do you dislike about the product?
The business insights, even the new and improved business insights, is clunky and hard to navigate. Additionally, the seach tool is not very accurate and only works for one word search terms.
What problems is the product solving and how is that benefiting you?
Desk has been very useful for keeping track of customers who have a long history of emails/tickets in the system.
Recommendations to others considering the product:
Very good for small business. Seems like it would be hard to use for 10 agents or more.
Admin of Desk.com for over two years, have scaled from 6 users to 245 in that time.
What do you like best about the product?
Desk.com is easy to use and more importantly, even easier to train. Out of the box it works but through mini-workflows, rules and customization, I have been able to make it what we need for our organization. Desk.com is very powerful in multi-lingual support. I have reviewed over 20 help-desk solutions and nothing comes close to it out of the box, even Service Cloud.
What do you dislike about the product?
The reporting is very limited. Unable to build custom reports. Have bypassed the business insights completely choosing to use our own solution. At times, we have found limitations in rules and filters such as the inability to create a filter for 'Today'. Everything is hour based so it is impossible to filter out, for instance, all resolves today.
What problems is the product solving and how is that benefiting you?
We are currently utilizing all channels in Desk.com including Email, Chat, Twitter, Facebook, and Phones. Through Macros (canned responses) we are able to quickly and easily respond to customers quickly in multiple languages which is important to us.
Recommendations to others considering the product:
Great for small businesses and can be scaled for medium size businesses depending on the organization.
Coming from a custom built support system, I am very pleased with what Desk has to offer.
What do you like best about the product?
I like how easy it is to custom the drop downs in the product.
What do you dislike about the product?
Sometimes depending on the groups, cases can be lost. This happened to us and we found that the use of groups would not apply for our workflow.
What problems is the product solving and how is that benefiting you?
We are able to see the amount of time specific case types and which ones we are spending the most time on.
So capable and sophisticated
What do you like best about the product?
The Business Insights tab for metrics and my team can search a customers entire correspondence in one place, super convenient.
What do you dislike about the product?
Learning curve if you don't know how to code
What problems is the product solving and how is that benefiting you?
I love that you can search a customers history all in once place, it links to salesforce which is SO helpful since we are a sales driven company.
Support Case Management
What do you like best about the product?
Desk provides an easy way to manage and track cases for our organization. I particularly like the ability to customize the settings.
What do you dislike about the product?
I would like to see more customizable reporting options.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring open tickets.
Simple, intuitive, and easy to set up
What do you like best about the product?
Desk's user interface is very intuitive and easy on the eyes. It may not have as many bells and whistles as SFDC Service Cloud, but it gets the job done and what they can do, they do very well.
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
What do you dislike about the product?
From what my engineers have mentioned, their API isn't the easiest to work with, but still works fine.
Their SLA feature isn't very useful.
Their SLA feature isn't very useful.
What problems is the product solving and how is that benefiting you?
We use desk.com to for multiple channels of user support, including email, chat, and social.
An application which truly lets you capture the voice of the client
What do you like best about the product?
I enjoy the labels feature. With a combination of rules and labels, we are able to support multiple brands and products. Lulu Software (my company) has complex needs. It's incredible the flexibility of filtration available for both the agents answering as well as the reporting tool!
What do you dislike about the product?
We have found a few ways we can "Break" Desk.com. We were unable to mass delete 12000 copies of the same duplicate email with the bulk tool. There are limits to Desk, but they aren't unreasonable. We admit we have complex needs.
What problems is the product solving and how is that benefiting you?
We have cut our cost per response sent to a client via email to 25% of the value it used to be.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Recommendations to others considering the product:
Make sure you set it up right based on a plan that outlines your needs. Desk.com can do anything, but if you try and jury rig your way through, you may end up in a position where unnecessary errors waste valuable manhours to clean up your mess. Rarely has this been as a result of the tool, there is often something related to how I configured the rules.
Desk is Easy
What do you like best about the product?
It is very intuitive and easy to use. As an agent, it is easy to communicate to customers.
What do you dislike about the product?
I don't think the Business Insights section is as easy to use. It's a bit overwhelming.
Also it took a long time for Classic features to transition over to New Agent.
Also it took a long time for Classic features to transition over to New Agent.
What problems is the product solving and how is that benefiting you?
I like that we can use third party vendors with Desk. We use Desk and Talkdesk to accept and log calls.
Works well, valuable tool
What do you like best about the product?
I like the ability to integrate with other applications. The support has been good when we needed help. The flexibility of custom setup is a big plus.
What do you dislike about the product?
The next gen agent and business insights are more resource intensive than the classic. I run a lot of stuff at one time so I need as minimal interface as possible.
What problems is the product solving and how is that benefiting you?
Our customer complaints have gone WAY down, ticket tracking through resolution is greatly appreciated by our customers. They feel that "the light is on" for them when they need help.
Recommendations to others considering the product:
It works well, as advertised. Try it
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