Overview: Salesforce Service Cloud and freshdesk as Help Desk Category solutions.

Salesforce Service Cloud is robust for enterprise environments, offering extensive integration and analytics, suiting those prioritizing internal communication and customer acquisition. In contrast, freshdesk excels in helpdesk and customer feedback management, appealing to a broader range of industries with strong vendor support and an emphasis on improving efficiency and best practices, making it ideal for larger organizations.

Salesforce Service Cloud: Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Salesforce Service Cloud and freshdesk: Best Use cases based on the customer satisfaction data

Salesforce Service Cloud

Key Capabilities Supported

Salesforce Service Cloud supports helpdesk management and case management, enhancing team workflow with communication tools. read more →

freshdesk excels in helpdesk management and knowledge management, focusing strongly on customer feedback processes. read more →

Business Goals

Salesforce Service Cloud is designed to enhance customer relationships while also focusing on customer acquisition and improved sales. read more →

freshdesk is tailored to boost customer relationships and improve internal communications and operational efficiencies. read more →

Core Features

Salesforce Service Cloud boasts AI-driven analytics and extensive integration capabilities, with a focus on custom reports. read more →

freshdesk offers robust data import and custom reporting features, supported by strong compliance and security standards. read more →

Vendor Support

Salesforce Service Cloud provides a comprehensive 24/7 support policy with phone, email, and chat options. read more →

freshdesk ensures extensive support with 24/7 availability via phone, email, and chat, meeting diverse operational needs. read more →

Segments and Industries

Salesforce Service Cloud caters to IT and manufacturing sectors, prominently serving enterprises and mid-market companies. read more →

freshdesk serves a broad range of industries, especially education and IT, targeting large enterprises and mid-market segments. read more →

Operational Alignment

With Salesforce Service Cloud, operations benefit from streamlined communication for enterprise-scale environments. read more →

freshdesk fits well into operational workflows for larger organizations, emphasizing customer engagement and feedback. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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high

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Integration Risk

medium

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Phone Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Salesforce Service Cloud and freshdesk

How does Salesforce Service Cloud and freshdesk facilitate Helpdesk Management?

Salesforce Service Cloud and Freshdesk are both designed to manage helpdesk operations. Salesforce Service Cloud prioritizes integration with existing call centers and focuses on automation. Freshdesk is designed for easy setup and user-friendliness and includes features like automatic ticket creation. Both platforms can be used to manage support requests and handle customer issues, but Salesforce Service Cloud might be a better fit for businesses with established call centers, while Freshdesk might be better suited for smaller organizations seeking a straightforward helpdesk solution. Both platforms have limitations in areas like customization and affordability.

"...It s a complete upgrade from the system our call center used before...." Peer review by Maryanne N, Blogger, Insurance

"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce

How does Salesforce Service Cloud and freshdesk facilitate Knowledge Management?

Salesforce Service Cloud and Freshdesk both provide Knowledge Management features, including knowledge base articles and self-service portals. Both tools allow integration with ticketing systems and can be accessed through multiple channels. However, Salesforce Service Cloud offers a more robust and customizable knowledge base, while Freshdesk provides a more user-friendly and integrated experience with other support features. Salesforce Service Cloud has limitations in terms of knowledge sharing across tickets, while Freshdesk has limitations in terms of knowledge base functionality and customization.

"...It's less appropriate when tying up similar cases or even allowing knowledge sharing across tickets...." Peer review by Program Manager in Corporate

"...Multi-channel support integrated in the system (widget, email, forum and knowledge base...)...." Peer review by Ninko R., Information Technology and Services

How efficiently Does Salesforce Service Cloud and freshdesk manage your Engagement Management?

Salesforce Service Cloud and Freshdesk both offer tools to manage customer engagement by tracking interactions and providing follow-up capabilities. Salesforce Service Cloud allows for more customization and integration with other systems, but often requires consultants for complex tasks. Freshdesk provides a simpler, more straightforward experience but lacks robust follow-up functionality. Both platforms offer multiple channels for customer communication, including email, social media, and chat.