Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Straightforward Agent Tool
What do you like best about the product?
I love the ease of use and the fact it can be customized to fit our business model. We bring people in off the street, and anyone can pick up on the social-media like aspects of SF.
What do you dislike about the product?
some things get lost in the shuffle, and you can't find them. I can't seem to find an easy way to shift work from someone who took the first call to a higher tier without the "escalate a case", but not all work goes to the same place....
What problems is the product solving and how is that benefiting you?
We went from XX CRMS to one! That's a training win if I have ever heard of one.
Can there be a better CRM ever?
What do you like best about the product?
I have used Siebel, Sugar, NetSuite and Microsoft Dynamics in addition to Salesforce. Neither of them come close to Salesforce's ease of access, especially with the Setup. Salesforce also has the best knowledge base.
What do you dislike about the product?
The limit on Workflows per Object is a hard stop. I understand there are different editions and Workflows can be purchased, but then it puts SFDC Admins in a tight spot.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for our Support tickets. It provides our reps with all the data that is required with respect to our Customers in one screen. Using a CRM has never been easier.
Great product for a tech support solution
What do you like best about the product?
This is a fantastic piece of software for any kind of tech support company. Would highly recommend.
What do you dislike about the product?
The GUI could use a bit of updating to look more modern. Other than that, it works great.
What problems is the product solving and how is that benefiting you?
Solving issues for customers who use our product. This is a great way to organize the contact system and lead pursuit.
Does the job but seems to be dated
What do you like best about the product?
I was able to get up to speed quickly. It seems to have the functionality that its main competitors have. The price is still acceptable.
What do you dislike about the product?
There are too many clicks. The reporting seems to be very basic. The integration with SFDC seems to be a weak point. There are too many clicks from a ticket in SFDC to the actual conversation. It seems very clunky. I would have expected better since it's part of SFDC. Our users have expressed formatting issues.
It's also lacking integrations. It just seems it's fallen behind and is no longer a priority.
It's also lacking integrations. It just seems it's fallen behind and is no longer a priority.
What problems is the product solving and how is that benefiting you?
We have our Success and CX teams using it. We are able to track our client inquiries and segment are different customers.
Used in a previous job
What do you like best about the product?
It was easy to use and got most people on board with.
What do you dislike about the product?
Getting people on board with a new system was difficult.
What problems is the product solving and how is that benefiting you?
We used it for customer services issues. It helped us stay connected with each other.
Recommendations to others considering the product:
Works easy and lets you stay connected with your other employees. We could easily share information about an issue a customer was having.
Not integrated well enough
What do you like best about the product?
I like that Desk is a shared inbox for our team.
What do you dislike about the product?
We chose desk because we thought it was going to integrate seamlessly with Salesforce. It doesn't.
What problems is the product solving and how is that benefiting you?
To see what other team members are trying to solve is helpful.
Recommendations to others considering the product:
Consider other customer support options before assuming desk will fix your problems.
Simple to use
What do you like best about the product?
Good software. Simple to use and good for assisting in client issues
What do you dislike about the product?
Log in complexity for user can be simplified.
What problems is the product solving and how is that benefiting you?
Saves time in knowing what we need.
Linked in eview
What do you like best about the product?
That i can connect with our sales reos and other partners
What do you dislike about the product?
Its a little confusing to understand but I time I think I will get the hang of it.
What problems is the product solving and how is that benefiting you?
Obtaining documentation needed
Love this product.
What do you like best about the product?
Salesforce makes it easy to input shared information to one place. You can run reports and create goals using the information.
What do you dislike about the product?
As long as the information is kept up, there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
Customer service and reporting. Multiple departments depend on SalesForce
Recommendations to others considering the product:
Absolutely recommend.
Great way to Streamline workorders and Client issues
What do you like best about the product?
The layout is very clear. It's easy to keep track of current work orders and to submit no ones. Not a huge learning curve, very easy to work with and customizable. It works well with Salesforce.com which our company is already using. This makes streamlining between the two software's even better.
What do you dislike about the product?
Reporting is good, but could be more robust. Sometimes there are too many tasks needed in order to resolve an issue in Desk. I feel like support could be a little better, it's ok overall, but could be better. I wish the email integration worked better, sometimes there are needed details that are missing during the transfer.
What problems is the product solving and how is that benefiting you?
We are solving Work Order tracking, work order reporting and increasing overall efficiency. In the past we noticed several roadblocks when it came to work orders and making sure people stay on task and tracking who has what. Desk has really helped us as a company streamline all of these processes.
Recommendations to others considering the product:
If you are on the fence, I would say pull the trigger, especially if you are already using Salesforce.com for other areas of your business. You will not regret it.
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