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

Salesforce Service Cloud excels in facilitating helpdesk, customer case, and engagement management, supporting objectives like enhancing customer relationships and increasing sales. It offers standout features such as analytics, integration, and AI power, backed by robust 24/7 vendor support. Predominantly used by enterprises, it fits well in IT, software, and manufacturing. Meanwhile, Freshservice focuses on helpdesk and knowledge management, with aims to improve customer relationships and scale best practices. It highlights integration and custom reports, supported by comprehensive 24/7 vendor support. It serves a wide range including large enterprises, fitting well in IT and education.

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.

Freshservice: Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

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

Salesforce Service Cloud

Key Capabilities Supported

Salesforce Service Cloud is designed for comprehensive helpdesk management, focusing on customer case and engagement management. These capabilities are well-suited for businesses aiming to effectively manage customer interactions and streamline workflows. read more →

Freshservice emphasizes helpdesk management, alongside knowledge and workflow management. This makes Freshservice particularly beneficial for improving customer feedback management and ensuring effective engagement follow-ups. read more →

Business Goals

Salesforce Service Cloud aligns with goals like enhancing customer relationships and acquiring new customers. It targets businesses that aim to boost sales and improve ROI through better communication and collaboration. read more →

Freshservice helps businesses enhance customer relationships and improves internal communications. Freshservice is ideal for scaling best practices and enhancing efficiency across various operations. read more →

Core Features

Salesforce Service Cloud offers powerful features, including analytics and AI-powered solutions with a strong emphasis on integration. Custom reporting capabilities help businesses derive actionable insights from complex data. read more →

Freshservice stands out with its comprehensive integration, ease of data migration, and robust custom reporting. Freshservice also supports enhanced security and privacy, meeting diverse compliance needs. read more →

Vendor Support

Salesforce Service Cloud provides diverse support options, including 24/7 assistance via email, phone, and chat. It addresses various customer preferences for reliable and continuous help. read more →

Freshservice offers extensive 24/7 vendor support with e-mail, chat, and phone channels. Its support structure caters to businesses looking for dependable customer service solutions at any time. read more →

Segments and Industries

Salesforce Service Cloud serves a wide range of users, mainly in enterprise and mid-market segments, with a strong presence in IT, computer software, and manufacturing industries. read more →

Freshservice is predominantly used by large enterprises, also serving mid-market and smaller businesses. It shines particularly in IT and education sectors, showcasing its adaptability to varied industries. read more →

Operational Alignment

Salesforce Service Cloud integrates seamlessly into enterprise-level operations, facilitating complex workflows and large-scale customer interactions. It is tailored for robust IT and manufacturing environments. read more →

Freshservice fits into diverse operational settings, from large enterprises to smaller organizations, with its streamlined processes and knowledge management capabilities. It is designed for dynamic, scalable environments. 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 Freshservice

How efficiently Does Salesforce Service Cloud and Freshservice manage your Helpdesk Management?

Salesforce Service Cloud and Freshservice both offer helpdesk management capabilities. Salesforce Service Cloud provides comprehensive call center solutions, including automated processes, integration with social media and IP telephony. Freshservice focuses on ease of setup and administration, offering a robust helpdesk platform with features like email ticketing, a support portal, and mobile app access. Salesforce Service Cloud has limitations in customization and workflow, while Freshservice lacks certain features found in competitors and has been criticized for slow response to user suggestions.

"...Solves our helpdesk issues Email feature in seemeless integration into company email..." Peer review by Jarrett W., Marketing and Advertising

"...My only issue is getting an email from my own email account forwarded over to the help desk to create a ticket...." Peer review by Christine, ReveMoto

How can Salesforce Service Cloud and Freshservice enhance your Knowledge Management process?

Salesforce Service Cloud and Freshservice both offer knowledge management features, enabling users to create and share articles. Salesforce Service Cloud emphasizes knowledge base integration with cases, allowing users to access and share knowledge within the context of support tickets. Freshservice excels in providing an easy-to-use interface for creating knowledge base articles and integrating them with support tickets. However, Freshservice has limitations in its knowledge management capabilities, such as formatting issues and lack of comprehensive reporting features.

"...The ability to have one support page (which was highly customizable) and search both our knowledge base and forum posts (on GetSatisfaction) saved our users (and us) a lot of headache...." Peer review by Ahmad Kiarostami

"...The personal need for asset, time, and resource management as well as a location to compile a simple knowledge base for the organization...." Peer review by Consultant in Computer Software

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

Salesforce Service Cloud and Freshservice both help businesses engage with customers through various channels, including email, social media, and community forums. Both systems allow for tracking customer interactions and follow-ups. However, Salesforce Service Cloud offers more robust analytics and integration capabilities, while Freshservice emphasizes ease of use and customer support. A limitation of both systems is the potential need for manual effort and follow-up, depending on the integration features used.

"...It's also pretty good to use for lead tracking and easy follow up...." Peer review by Mark S., Sales , Health, Wellness and Fitness

"...So you don't have to follow up on that customer and the credits on that ticket..." Peer review by Katherine, Qima

What solutions does Salesforce Service Cloud and Freshservice provide for Workflow Management?

Both Salesforce Service Cloud and Freshservice allow users to design and manage workflows for service requests. Salesforce Service Cloud offers a more comprehensive set of features for workflow management, including the ability to track data and create reports. Freshservice excels in its simplicity and ease of use, allowing for customization of workflows with custom statuses. A limitation of Salesforce Service Cloud is that users are restricted by their licensing level in terms of workflow capabilities.