Software Comparison
Desk.com vs Salesforce Service Cloud

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Listed in : CRM

Desk.com helps small organizations and developing support groups craft the Happiest Clients on Earth. Our all-in-one customer service application has ... Learn More


Listed in : CRM

The world is evolving. Customers are requesting more and better service, brought through every possible channel. That is the reason more organizations... Learn More

Pricing Starting From

screenshot for Desk.com

Desk.com

Help Desk and Ticket Management

$ 35
For 1 Year / 1 user(s)

screenshot for Salesforce Service Cloud

Salesforce Service Cloud

CRM

$ 60
For 1 Month / 1 user(s)

Available Features

screenshot for Desk.com

Desk.com

Help Desk and Ticket Management

Web and Email Case Capture

CTI Integration

AppExchange Integrations

Enterprise Analytics

Customizable Dashboards and Reports

Agent Console

API Integration

Visual Workflow

Call Scripting

Visual SLA Timeline

Service Entitlements

Custom App Development

Sandbox environment

Offline access

screenshot for Salesforce Service Cloud

Salesforce Service Cloud

CRM

Case management

Multi-channel support

Automated workflow

Agent productivity tools

Self-service customer portal

Desk.com mobile app

Reports and analytics

Knowledge base

Team collaboration

CTI integration

40 partner apps

Desk Connect for Salesforce

Multi-lingual support

Lightning Console

Advanced case management

Enterprise analytics

Service contracts and entitlements

CTI Integration

Knowledge base

Web chat

Communities for Service

Social Customer Service

Live video chat

Workflow and approvals

Call scripting

Developer sandbox

Offline access

Salesforce Identity

Sales workflow integration

Mobile access

Unlimited customizations

Unlimited custom apps

Multiple sandboxes

24/7 toll-free support

Unlimited access to 100 admin services

Unlimited online training

Mobile customization and administration

Additional data storage

Free Trial Availability

screenshot for Salesforce Service Cloud

Desk.com

Help Desk and Ticket Management
screenshot for Salesforce Service Cloud

Salesforce Service Cloud

CRM

Most Favorable User Review

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Desk.com

Help Desk and Ticket Management
  • google user content
    8

    Anonymous

    Once you have it set up, Desk is a great software that has a lot of options. The customer support is also really good - people are very attentive and won't just treat you differently based on your number of licenses. They want you to adopt the product and succeed. My company used it mainly for a live chat on two different websites, but the main use case is for multiple support people and / or salespeople to have their tickets organized within an organization.

    Pros : Attentive, quick, and smart support, SFDC integration and Single Sign On, lots of features and customization available.Routing for different agents, a mobile app for salespeople or support people on the go. You get email notifications on case updates. You can also put different support people into groups so that issues get routed to the right team. The price of the software isn't unreasonable. Some of the tutorial videos are helpful.I would take them up on the free trial to make sure that you get a good sense of it before buying, and make sure you have all your key stakeholders / teams on board with their use cases.

    Cons : The Salesforceandgt;Desk integration is a bit polarizing if you want to have integration with both leads and contacts. You have to choose one and it can be a little confusing to set up.You'll probably need some phone support on this element. Having a Salesforce admin is helpful if you're doing the integration - they claim that it's a lot easier than it actually is. Make sure that you know your various use cases for the product in terms of what you will need. I found it weird that you can't answer a live chat within the mobile app. Customization of the look and feel is a little tougher but a web designer can help.

    • May 11, 2016
  • screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM
    User review from
    8
    Sebastian Pereira
    Oct 9, 2015

    I think it's fair to state that if you are a startup, you have to move along to find another software to manage your Sales process. Simply because this a huge system, that has a lot of experience built into, big community (but not so organized and the responses from Salesforce is what you'd expect from a dinosaur) and a huge marketplace to look for apps. If you are a startup, you need something easy to maintain, something that you can setup and start using it right then and there. None of this is found in Salesforce. But it is one of the most flexible systems I have every known. If you have money to pay for the Enterprise Edition. We have the Pro Edition and meets our needs half way. That's the way it works that version, almost anything you need to do has a sign on it that says "If you want this, move to EE.". Very frustrating, but if you have a bit of imagination, you can find a way to work around those problems and use most of it.

    Pros :

    They liberated the workflows for Contracts, a bit limited for our needs, but serves the purpose of verification and authorization of contracts. The Reports are the most flexible feature they have, along with the custom fields. Dashboards are a great way to communicate metrics and create operational boards. Not really the system, but they have a huge marketplace to look for apps, with the ability to extend greatly the features of SF.

    Cons :

    I have experience with Pro Edition. So:

    • If you want full workflows, buy the Enterprise Edition.
    • If you want triggers, but the EE - etc. Forecast doesn't work because it lacks of the ability to configure the right permissions. Their UI/UX sucks. Dashboards only have the ability to hold 20 components.
    • If you want several metrics and need to use the metric component you can easily reach that limit, Charts in Reports are very limited in configuration and charts types.

    Most Favorable Critic Review

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    75
    Anonymous contribution , Arkus Inc.

    Wednesday 31 December 1969

    If you are running a small service center that wants to support your customers via multiple channels I would recommend using Desk.com - or at least investigate it by setting up the first free user.

    More about Desk.com
    View all the Desk.com Critic Reviews
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM
    80
    Anonymous contribution , GetApp

    Sunday 08 March 2015

    I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out the middleman.

    More about Salesforce Service Cloud
    View all the Salesforce Service Cloud Critic Reviews

    Most Unfavorable Critic Review

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    20
    Alice Siebert , GetApp

    Wednesday 23 December 2015

    More about Desk.com
    View all the Desk.com Critic Reviews
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM

    No critic review available yet for Salesforce Service Cloud .

    Demo Video

    screenshot for Desk.com

    Desk.com Demo Video

    Help Desk and Ticket Management
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud Demo Video

    CRM

    Screenshots

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    Screenshot for Desk.com 4 screenshots available
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM
    Screenshot for Salesforce Service Cloud 4 screenshots available

    Typical Customer

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    • Business
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM
    • Business

    Supported Devices

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM

    Supported Languages

    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Danish
    • Norwegian
    • Swedish
    screenshot for Salesforce Service Cloud

    Salesforce Service Cloud

    CRM
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Portuguese
    • Danish
    • Swedish

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