Compare Desk.com and Service Cloud

Learning Objectives

After completing this unit, you’ll be able to:

  • Identify the similarities and differences between Desk.com and Service Cloud.
  • Identify signs to determine if it’s time to move from Desk.com to Service Cloud.

How Growing Organizations Scale Customer Service

You’re a growing organization with growing support needs. You’ve been using Desk.com, the out-of-the-box Salesforce solution that provides companies with most of the support features needed to deliver fast, awesome customer service. As your company grows and continues to scale, if you’re ready for a solution that’s account-centric and gives you a single view of the customer across service, marketing, and sales, consider Service Cloud!

Desk.com or Service Cloud?

Understanding the difference between Desk.com and Service Cloud can help you determine which technology fits your current (and future) business needs. At the crux of it, Desk.com is a case-centric app and Service Cloud is more helpful if your business is account-centric.

To determine if your business is case-centric or account-centric, ask yourself these questions:

  • Are your customer issues common, or are they varied and unique?
  • Can cases be resolved by responding to a single problem, or does resolution require a complete view of the customer?
  • Do you need to perform basic or complex integrations?

Choose your Customer’s Business

Case-Centric
Account-Centric
Customer issues are common
Customer issues are varied and unique
Cases are resolved by responding to a single problem
Achieving resolutions requires a complete view of the customer
Integrations to other business systems are basic
Integrations to other business systems are complex

The following chart compares Desk.com and Service Cloud and is geared for agents.

Feature
Desk.com
Service Cloud
Channels
Multichannel Support: Email, Phone, Chat, Facebook, Twitter, Web Forms
X
X
Advanced Channel Support: SMS, Community Q&A, On-site Service

X
Agent Productivity
Customizable Agent Console
X*
APEX, Visualforce
Workflow and Approval Automation
X*
X
Mobile
X
X
Multilingual and Multibrand
X
X
Omni-Channel Routing, Agent and Team Collaboration, Asset Management, and Product Tracking

X
Artificial Intelligence

X
Customer Self-Service
Knowledge Base and Community Q&A
X
X
Content Management System

X

This next chart compares Desk.com and Service Cloud and is geared for admins.

Feature
Desk.com
Service Cloud
Reporting
Customized Reporting, Dashboards, CSAT
X
X
Advanced: Real-Time Trends, Einstein Analytics

X
Entitlements
Contract and Entitlement Management

X
Permissions and Security
Role Permissions, SSO, IP Whitelisting
X
X
Sandbox
X*
X
Compliance (HIPPA)

X
Integrations and APIs
Third-Party Apps, APIs, Canvas, Integration URLs
X*
AppExchange
Salesforce Integration
DeskConnect
Native

*This denotes that the feature is limited.

Note: the availability of certain features can depend on your Desk.com or Service Cloud plan.

When Is It Time to Move from Desk.com to Service Cloud?

It’s a good question and not always easy to answer. To help you out, we’ve collected a list of signs that it’s time to move to Service Cloud. If these sound familiar, then it’s probably time to look at Service Cloud.

  • You have no way to see all your interactions with customers across all your organizational teams (for example, sales, service, billing, and marketing).
  • You need more control over who sees what data within your org.
  • You need easy visibility into service team metrics for people outside your service team.
  • You need more flexibility and functionality for creating reports and creating dashboards, so you can make data-driven decisions.
  • You need to collect custom information and have this information immediately available to reports and dashboards.
  • You want to automate your business processes and free your agents from having to manually do routine tasks.
  • You need a way to set up automated approval processes.

How Siroop Provides Better Customer Service

Siroop, a fast-growing e-commerce platform in Switzerland, was able to move from Desk.com to Service Cloud in just 3 weeks with the help of its partner Nexell.

Thomas Staudte, head of Customer Service and Social Media, says, “Today, we benefit from the integration into other Salesforce technologies, as we are able to handle our customer incidents end-to-end and make our customers happy.”

With the flexibility and ability to see a single view of the customers, along with partner interactions, Siroop’s account management team is able to work more seamlessly and efficiently on customer issues. Gaining efficiency in Service Cloud, Siroop has been able to handle and support more than five times growth in volume of cases.

Conclusion

In this module, you learned the difference between Desk.com and Service Cloud. You learned that Desk.com is a case-centric app and Service Cloud is account-centric. And you explored how to determine which technology best fits your business needs.

If your business can benefit from moving from Desk.com to Service Cloud or if you’re interested in exploring Service Cloud, contact your account executive.

Resources

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