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Brilliant
What do you like best about the product?
I love that you can manage all clients from one system, it tracks everything to the second and allows you to record all calls all linked to salesforce. I couldnt manage my day to day pipeline and calendar without it
What do you dislike about the product?
There is not really anything I dislike about salesforce.
What problems is the product solving and how is that benefiting you?
It streamlines the way staff manage their pipeline, things get done on time.
Recommendations to others considering the product:
It is great
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Salesforce Service Cloud
What do you like best about the product?
Salesforce allows us to develop processes, automation and essentially run our whole business while rarely having to resort to code. This allows us to keep our technical team lean and lets us focus on adding valuable features.
What do you dislike about the product?
There are a number of basic areas where Salesforce has neglected core functionality improvements in favor of newer, glitzier projects. Examples are how null values are treated, the UI of change sets, the ability to report on multi-select picklists and so on.
What problems is the product solving and how is that benefiting you?
We run our entire business from Salesforce. We are a patient engagement company and we use Salesforce both as our CRM and our back end workflow engine. Keeping all our data in one place, combined with Salesforce's security credentials, is invaluable to us.
Recommendations to others considering the product:
Review the App Exchange for additional products that can supplement the value of Service Cloud. Don't necessarily assume that if you are not managing a call center, it's not for you. It can be extensibly customized.
Salesforce Service Cloud review
What do you like best about the product?
I like the custom views we can make and how we can set different rules. Currently we have it set so we can only get so many cases before we hit our limit and will no longer get cases accepted into our queue. I like the easiness to understand the interface and how everything I need is easily available.
What do you dislike about the product?
I do not like when talking with customers I cannot bold, highlight, or upload pictures/screenshots. I would like to be able to add a signature instead of signing manually each time and have the ability to send email templates. I dislike having to upload one picture to attachments as this make it confusing and more time consuming. I also dislike how you can only upload one attachment at a time as some customers we ask to upload multiple things.
What problems is the product solving and how is that benefiting you?
we are having an issue of getting alot of cases at once and then being overwhelmed and stressed by the amount of cases. Information is not passed well between the levels of support so sometimes we get a low priority case that turns out to be an emergency. We have realized that we can now add a resolve by date, and more options that are required before any handoffs between support levels are done.
Recommendations to others considering the product:
Ensure you have done your research and have taken all users opinions into considerations. Get a good partner who will make setup easier and more effective
SalesForce Review
What do you like best about the product?
Very easy to navigate through. No long delays when processing items.
What do you dislike about the product?
Reports page could use more user friendly ways to generate.
What problems is the product solving and how is that benefiting you?
Utilizing SalesForce for our customer base and for billing purposes.
Desk.com
What do you like best about the product?
I like the ability to set follow ups to check back in at a later date on specific case.
What do you dislike about the product?
The search feature is not very helpful or useful.
What problems is the product solving and how is that benefiting you?
Communicating with the customer and being able to follow up and track issues that may arise.
Good, but only great if you use the rest of SalesForce
What do you like best about the product?
Desk.com is a fairly straightforward work ticketing system. It does most of the things that the big boys do, but just with less complexity and customization. The interface is very simple and easy to understand. It proves fairly easy to teach any tech or non-tech to actually use the application. The setup is also pretty friendly. Link it to an email address and you're good to go. Customizing notifications and templates can be done later. If you use the entire SalesForce suite of products, Desk can be quickly integrated to show detailed customer information as it relates to the person on the ticket. This can be valuable if you do not have complete information in the contact that is part of Desk.
What do you dislike about the product?
The lack of customizable workflows hinders this software noticeably if you're used to applications like TrackIT and Remedy. Also, customizing notifications requires intimate knowledge of an obscure programming language. However, for the most part if you're looking for a simple ticketing system with the ability to integrate with one of the best CRM applications in the world, there is not much to dislike.
What problems is the product solving and how is that benefiting you?
We have been able to accurately capture, respond to, and measure interactions with customers and users in the same platform. Customer messages get routed into Desk for greater visibility along with internal user IT issues. Customers appreciate having an immediate response with a ticket number and internal users appreciate the ease of logging a ticket for IT issues.
Recommendations to others considering the product:
Salesforce integration is a very useful part of this application. If your company does not use salesforce and your ticketing requirements are light, there may be less expensive options for a ticketing system.
Help Desks Made Easy
What do you like best about the product?
Desk.com makes it very easy provide support to customers through a variety of channels, bie it email, phone, or social media.
What do you dislike about the product?
Desk.com is so powerful, it can sometimes be hard to get it to do exactly what you want initally, but with a little bit of googleing and help form their awesome support team, you can make it work.
What problems is the product solving and how is that benefiting you?
We are providing better support every day thanks to Desk.com and its analytics.
Recommendations to others considering the product:
Desk.com is a great choice if you like good looking solutions for Help Desk. Used by many companies, including our own, it makes support easy for both clients and the support staff and administrators.
Great management product
What do you like best about the product?
The cases section is amazing for managing issues with accounts
What do you dislike about the product?
I am not sure if it was the program or my admin, but I am not a fan of recent ui changes
What problems is the product solving and how is that benefiting you?
I am internal technical support and having my own queue to work from with the ability to transfer cases is great
Recommendations to others considering the product:
Unknown if it is an admin limitation, but marking duplicates would be nice
Salesforce Service Cloud
What do you like best about the product?
My favorite feature is the console. I am able to create an experience for my users that allows them to effectively complete their tasks and support our customers.
What do you dislike about the product?
Setting up entitlements, milestones, and contracts was a slightly confusing. But once done it was smooth sailing.
What problems is the product solving and how is that benefiting you?
We needed a way for our support agents to be able to assist our customer quickly. Service cloud has allowed me to create that user experience so our customers do not feel a disruption in their service as our agents are able to efficiently resolve any issues.
Salesforce.com - Service Cloud
What do you like best about the product?
For Customer Support departments, it's pretty hard to beat the functionality and ease of customization within Service Cloud. Out of the box it's very easy to setup workflow rules, case routing, and general notifications. I would say the best part about Service Cloud is how it's natively ingrained within Salesforce.com, so you capture the full 360 degree picture of your clients.
What do you dislike about the product?
It's incredibly easy to customize Service Cloud to fit the needs of your business, which is a bit of a double edged sword. Companies need to really have solid software deployment policies to prevent an abundance of customizations to the Service Cloud. Other than that I really can't say anything bad about it - it's fit the needs of every Salesforce instance I've ever worked on.
What problems is the product solving and how is that benefiting you?
With Service Cloud, we're solving the problem of having our Customer's supported in the fastest way possible. Specifically we leverage the Service Cloud for efficient routing of inbound support tickets, in addition to managing cases through service level agreements and entitlements.
Recommendations to others considering the product:
If you're already using Salesforce.com CRM (Sales Cloud) and you're evaluating a customer support application - it makes a lot of sense to stick with Salesforce. They have a really strong user base, a solid application, and great customer support should you ever need it.
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