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Salesforce Service Cloud

Salesforce, Inc.

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5,473 reviews
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    Cole T.

If Salesforce.com makes sense for you, so does Desk.com. Otherwise...

  • April 07, 2016
  • Review provided by G2

What do you like best about the product?
Desk.com is obviously a Salesforce.com product, and that is what makes it valuable. Because it integrates with our CRM and our social management platform, Desk.com can be powerful. It is also fairly intuitive to learn, so training new employees doesn't take long.
What do you dislike about the product?
It either doesn't have some of the features that we would like, or it required a Salesforce Admin to make it happen. Other products come with more out of the box and less work is required to customize something - it doesn't require special knowledge.
What problems is the product solving and how is that benefiting you?
Desk.com provides our call-center with a simple platform to manage cases whether they come in via social, chat, e-mail, phone, text, or app.
Recommendations to others considering the product:
If you are on the Salesforce Platform and use Marketing Cloud / Social Studio / Radian 6, Desk.com makes complete sense. Otherwise, I don't think it is as strong of a platform.

    Internet

Does what it needs to, but hindered by a frustrating interface

  • April 06, 2016
  • Review provided by G2

What do you like best about the product?
Desk does exactly what it needs to - allows you to organize support tickets. There is enough flexibility to let you categorize and file tickets, which my team makes use of. You can easily see how long it's been since you replied to a ticket, leave notes on a ticket (that the customer does not see) and attach metadata to a ticket. You can define custom fields - for example, if you have some other way of identifying customers or accounts - which can be surfaced in the API.

The API, by the way, is nice to use.
What do you dislike about the product?
The reporting suite is only available to Desk Admins. The interface is confusing - if you are a Desk Agent, you might search for functionality in the help documentation and find that it is available, if you "log into the Desk Admin panel." However, it's not clear that this is an entirely different type of account - not just an admin panel.

Also, custom metadata is not available in the reporting suite. You'll have to fetch it through the API.

Integrations aren't necessarily the smoothest with other support tools (like Intercom).
What problems is the product solving and how is that benefiting you?
We can have timely support to customer issues through Desk. We can connect some data to Salesforce. We can keep track of issues and tag them, to do analysis later.
Recommendations to others considering the product:
There is some extra utility to integrating with SalesForce, so if you have data in SF you may enjoy being able to attribute support.

Definitely use the folders system, especially if you have several agents working in the same inbox. You can categorize issues based on type of followup, length of time, etc.

    Tom D.

Horrible Conversation Flow

  • March 03, 2016
  • Review provided by G2

What do you like best about the product?
I love the knowledge base piece and it's customizability - granted it's quite hard to customize. But the potential is there. There are some great examples of very beautiful looking knowledge bases that use Desk.com
What do you dislike about the product?
A lot. The way you enter content is clunky, editing templates is clunky and the supposedly easy sync with Salesforce is anything but. It's got a pretty shell, but on the inside, Desk.com runs like yesterday's web.
What problems is the product solving and how is that benefiting you?
It allows us to funnel help questions into a place where we won't lose them. We use out support email inbox for multiple reasons and Desk helps us deal with those looking for support.

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