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

Salesforce Service Cloud and Zendesk For Service, both leaders in the Help Desk management category, offer distinct strengths. Salesforce excels with its robust integration capabilities, appealing to a wide range of industries, particularly IT and manufacturing. It supports strong customer relationship goals with features like custom reporting. Zendesk For Service strongly focuses on engagement and customer feedback management, with a vast support system and greatly preferred in large enterprises and computer software sectors.

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.

Zendesk For Service: Zendesk-for-service offers scalable, user-friendly customer service software. Businesses can focus on conversations, not channels, with a free trial available.

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

Salesforce Service Cloud

Key Capabilities Supported

Salesforce Service Cloud emphasizes helpdesk and customer case management, supporting workflow and communication management, ideal for structured customer interactions. read more →

Zendesk For Service focuses on helpdesk management, offering robust engagement and customer feedback capabilities, nurturing enhanced communication. read more →

Business Goals

Salesforce Service Cloud assists in enhancing customer relationships and increasing sales, fostering improved internal communications. read more →

Zendesk For Service aids in enhancing customer relationships and acquiring new customers, stressing business scaling and new product launches. read more →

Core Features

Salesforce Service Cloud shines with analytics and ease of migration, with strong integration and custom report features meeting diverse user needs. read more →

Zendesk For Service offers AI-powered analytics and robust integration, delivering powerful custom reporting tools. read more →

Vendor Support

Salesforce Service Cloud offers comprehensive 24/7 support, with email and phone channels easily accessible, aligning with varied customer needs. read more →

Zendesk For Service provides extensive 24/7 support through phone, email, and chat, reflecting high customer preference for rapid assistance. read more →

Segments and Industries

Salesforce Service Cloud serves a mix of enterprises, heavily used in IT, manufacturing, and software industries, fitting varied operational models. read more →

Zendesk For Service is strong among large enterprises and software sectors, with a significant presence in IT and internet services. read more →

Operational Alignment

Salesforce Service Cloud integrates well into enterprise workflows, suited for complex operational scales across diverse environments. read more →

Zendesk For Service aligns with enterprise operations, supporting streamlined customer interactions and feedback loops in large settings. 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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medium

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Integration Risk

medium

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low

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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 Zendesk For Service

How does Salesforce Service Cloud and Zendesk For Service address your Helpdesk Management Challenges?

Salesforce Service Cloud and Zendesk For Service are similar in that they both provide helpdesk ticketing systems and call center features to manage customer queries. They differ in that Salesforce Service Cloud is more focused on automating workflows and integrating with existing systems, while Zendesk For Service emphasizes live chat and has a more comprehensive reporting system. Both tools have limitations, such as Salesforce Service Cloud's limited customization options and Zendesk For Service's higher cost.

"...We take technical calls to help our customers with their issues...." Peer review by Kevin C, GREATNESS

"...Zendesk is pretty much a self contained platform that analysis all quality control measure and call center metrics for the user...." Peer review by User

What benefits does Salesforce Service Cloud and Zendesk For Service offer for Engagement Management?

Salesforce Service Cloud and Zendesk For Service both provide tools for engaging with customers through various channels, such as email, social media, and knowledge bases. Salesforce Service Cloud focuses on capturing data and analytics, while Zendesk For Service emphasizes ease of use and customization. Salesforce Service Cloud is known for its robust platform but requires extensive effort for changes and integration with other systems. Zendesk For Service offers a more streamlined experience with a focus on customer interaction.

"...Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.)..." Peer review by Verified Reviewer, Computer Software

"...The pace of responding and following up is adjustable but structured, so we never lose tickets or leave customers feeling ignored...." Peer review by Forrest S, Director of Product and Customer Experience, Information Technology and Services

How can Salesforce Service Cloud and Zendesk For Service optimize your Knowledge Management Workflow?

Salesforce Service Cloud and Zendesk For Service both provide knowledge management features. Salesforce Service Cloud allows users to create a knowledge base that can be accessed through a customer portal, while Zendesk For Service offers a help center with knowledge base management tools. Salesforce Service Cloud excels in knowledge base integration with cases, enabling knowledge sharing and consistency, while Zendesk For Service offers limited knowledge management tools and lacks suggestions for the knowledge base.

"...I love the key support features, such as live chat, knowledge base, customer portal, online communities, and industry-best social tools...." Peer review by Mayuresh G., Computer Software

"...Zendesk Suite gives you all the essential tools you need for your business like ticket system chat and knowledge base. ...." Peer review by Rahul C., Lead Android Engineer, Internet

How does Salesforce Service Cloud and Zendesk For Service address your Workflow Management Challenges?

Salesforce Service Cloud and Zendesk For Service both allow for the creation of workflows to manage customer interactions. Salesforce Service Cloud enables the design of complex workflows for various internal and external scenarios, while Zendesk For Service focuses on simplifying workflows through an easy-to-use interface. Both tools offer features to streamline processes and improve efficiency, but Salesforce Service Cloud provides more extensive customization options and automation capabilities. A limitation of Salesforce Service Cloud is that workflow options are limited by the licensing level.

"...Establishing work flow is made so easy with the help of rules, conditions, alerts and actions...." Peer review by junaid m., Information Technology and Services

"...The things I like best about Zendesk Support are the solid ticket management options, including social media, support for ITIL and automatic workflows, and the great integration options...." Peer review by Andrew Y, University Relations Manager - Technology and Digital, Retail