Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Must have for Service Organizations
What do you like best about the product?
Ease of use for ticketing and team performance management when responding to tickets.
What do you dislike about the product?
The inability to easily change queues and
What problems is the product solving and how is that benefiting you?
Customer service requests, Salesforce issue tracking. customer orders, customer issue resolution, team management
Developer
What do you like best about the product?
This application is very intuitive to use.
What do you dislike about the product?
This application can be slow at times and cumbersome.
What problems is the product solving and how is that benefiting you?
Maintains Customer information and makes it readily available.
Desk.com is simple, straightforward and convenient.
What do you like best about the product?
Desk.com works on every browser I have tried it on (Including both Internet Explorer, and Edge, as well as Chrome, Firefox, Safari and Opera). There are many features within Desk that make work easier, including the locking of cases if another user is inside the case. This stops you from doing the same work that a colleague is doing on the same case. In addition you can assign cases to better suited colleagues, forward to external email addresses within the page and also make notes that are not view able by the user.
What do you dislike about the product?
The app needs some work. I generally user the Classic Agent option on the web page, and that option is not available on the Android App. In addition, it is difficult to determine who cases are assigned to. Essentially unless you are working off hours and encounter a new case that has been unopened by anyone then it is difficult to ensure that the case is not assigned to someone else. I think this app would work fine for a business owner, or someone who is the only person working on a small help desk.
In addition, I would like to see the new desktop agent become more similar to the classic agent. The classic agent is much easier to follow, and personally I see very little that needs to be improved.
Lastly they do have occasional down time, it does not happen often but it has happened.
In addition, I would like to see the new desktop agent become more similar to the classic agent. The classic agent is much easier to follow, and personally I see very little that needs to be improved.
Lastly they do have occasional down time, it does not happen often but it has happened.
What problems is the product solving and how is that benefiting you?
The need for an organized help desk. Desk,com keeps us organized. It is especially important to me, as my role is not specific to just the help desk. I can quickly glance at Desk.com while doing other work and see if there are new tickets, or responses to existing tickets to which I am assigned.
Good for decent integration in the SalesForce Account profile
What do you like best about the product?
Flexibility, customization, and ability to build to needs
What do you dislike about the product?
reporting is clunky and hard to fine tune
What problems is the product solving and how is that benefiting you?
This serves as our support desk's primary tool for issue management and resolution
Recommendations to others considering the product:
Be prepared for the build. It's complex and highly dependent on the vision you have for your incident management tools and needs.
For our software support team Desk.com fits the bill and is easy to use, the price is right
What do you like best about the product?
The setup is straightforward and the learning curve was easy for our customer support agents that utilize it.
The integration with SalesForce CRM (customer relationship management) system was key for us and helps maintain a relationship with customers outside of the individual support case items.
The reporting tool has been improved since we first started using it. It is easy to create help articles with a basic understanding of HTML.
It has a competitive price.
Amazon Device Messaging API support.
Ticketing system is easy to use.
Assigning cases and escalations.
The integration with SalesForce CRM (customer relationship management) system was key for us and helps maintain a relationship with customers outside of the individual support case items.
The reporting tool has been improved since we first started using it. It is easy to create help articles with a basic understanding of HTML.
It has a competitive price.
Amazon Device Messaging API support.
Ticketing system is easy to use.
Assigning cases and escalations.
What do you dislike about the product?
Does not look the same across all web browsers.
Lacks the ability to directly export help articles to other formats such as Microsoft Word or Adobe PDF.
Support is very good for small items and general usage questions but can be not good when something bad is found. Not all of the Desk.com support team are 100% knowledgeable.
The service can often have slow downs.
Slow to roll out new features compared to the competition such as Zendesk.
The search functionality is not so good.
Data analytics engine is not so good in that it can be improved.
It has an aged looking interface, the entire interface looks dated.
The reporting tool is very limited.
Lacks the ability to directly export help articles to other formats such as Microsoft Word or Adobe PDF.
Support is very good for small items and general usage questions but can be not good when something bad is found. Not all of the Desk.com support team are 100% knowledgeable.
The service can often have slow downs.
Slow to roll out new features compared to the competition such as Zendesk.
The search functionality is not so good.
Data analytics engine is not so good in that it can be improved.
It has an aged looking interface, the entire interface looks dated.
The reporting tool is very limited.
What problems is the product solving and how is that benefiting you?
Desk.com takes incoming emails to our software support team and makes them in to tickets. Since switching from direct email responses to client customers we have cut our cost per response sent to a clients via email to 50% of what it used to be. It has proven to be very easy for our support team to create new help content/knowledge base articles that are client facing. We have team of 8 people using Desk.com daily and it is working good for us.
Recommendations to others considering the product:
It is similar to Zendesk in feature set but is less expensive. It is easy to test out prior to purchasing since the application is all hosted in the cloud. Try out all of the features prior to purchasing including creating a ticket as a customer and seeing the life of that ticket be processed by your customer support team.
Good resource
What do you like best about the product?
The ability to reach plenty of people and colleagues.
What do you dislike about the product?
Not too much flexibility, if it had a interface with other programs and systems
What problems is the product solving and how is that benefiting you?
Collaboration
It's ok
What do you like best about the product?
I have used better, I've used worse, it is what it is and it's OK
What do you dislike about the product?
There are there things that are easier to use but you also get extra features
What problems is the product solving and how is that benefiting you?
Service and support
Salesforce Service Cloud
What do you like best about the product?
The ease of access from anywhere and mobile compatibility.
What do you dislike about the product?
Cannot copy and paste any screenshot from the app to email clients.
What problems is the product solving and how is that benefiting you?
Customer service requests where customer can get to the problem resolution quickly.
Great for following up on account information
What do you like best about the product?
Able to have different queues for diff departments in the company. Easily see who manages the case, changes that are being done and sending emails directly from sales force.
What do you dislike about the product?
Can't edit same multiple contacts or merge them together as one. Often you will see two contacts listed on account with same name and phone but can't merge into one, it remains as one.
What problems is the product solving and how is that benefiting you?
Love being able to communicate, document and send information over to other employees and departments even if they're out of the office. Salesforce allows you to link to your email for notifications on cases being worked.
Recommendations to others considering the product:
Can be used from internal communications and documentation to using as a patient based software
Salesforce is User Friendly
What do you like best about the product?
Salesforce is incredibly user friendly and very straightforward. It allows so much information to be stored at your fingertips, always easily accessible.
What do you dislike about the product?
Importing/exporting and building reports
What problems is the product solving and how is that benefiting you?
Managing customer relationships, it allows for a one stop shop for following up.
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