Guiding you to choose between Salesforce Service Cloud vs. Zoho Desk: 2024

Comparison Summary

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.

Zoho Desk: Zoho Desk is an online customer service help desk software designed for happier customers and empowered agents. A 15-day free trial is offered for new users.

Salesforce Service Cloud and Zoho Desk: Customer Satisfaction Data

Most deployed common Use Cases for Salesforce Service Cloud and Zoho Desk

How can Salesforce Service Cloud and Zoho Desk enhance your Helpdesk Management process?

Salesforce Service Cloud and Zoho Desk are both helpful tools for managing helpdesk operations. Both systems provide email ticketing, customer engagement features, and integrate with multiple communication channels. Salesforce Service Cloud is especially well-suited for call centers, while Zoho Desk is favored for its easy setup and customizability. However, Salesforce Service Cloud has limitations in terms of help center customization, while Zoho Desk lacks the ability to add custom applications and APIs.

"...Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent...." Peer review by Rajat Sharma, Business Consultant, Kellton Tech Solutions Limited

"...The live chat and community forum together with knowledge management makes it on of the top support desk software for ISV...." Peer review by Robert Chung, Information Technology and Services

What benefits does Salesforce Service Cloud and Zoho Desk offer for Knowledge Management?

Salesforce Service Cloud and Zoho Desk both offer knowledge management features, allowing users to create and share knowledge base articles. Salesforce Service Cloud integrates knowledge management into case management, providing easier access to relevant information. Zoho Desk offers knowledge base creation and integration with customer portals, enabling self-service support. However, both tools have limitations in knowledge base navigation and customization.

"...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

"...- Customer support - Help Desk/Knowledge Base - Self-support system for consumers to help each other out - build a forum for discussion...." Peer review by Stuti A, National Head

What solutions does Salesforce Service Cloud and Zoho Desk provide for Engagement Management?

Both Salesforce Service Cloud and Zoho Desk offer features for engaging customers and managing interactions. Salesforce Service Cloud allows companies to interact with customers across multiple platforms, including social media. Zoho Desk integrates with various tools like Facebook and Google Analytics, providing a more comprehensive view of customer interactions. However, both tools may require significant effort and potentially expensive consultants for customization.

"...The ability to see when other users are working on tickets, leave internal notes and set reminders for prompts to follow up...." Peer review by Administrator in Internet

"...Each chat is automatically created in Zoho Desk where we can follow up with a case in the event the agent needs to get additional information to the user...." Peer review by Amit S

Why is Salesforce Service Cloud and Zoho Desk the best choice for Workflow Management?

Salesforce Service Cloud and Zoho Desk both allow for the creation and management of workflows. Salesforce Service Cloud provides more complex workflow customization options for various business needs, including customer support and order processing. Zoho Desk, on the other hand, excels in simplifying workflows, especially for mobile access, with features like SLA management. Both platforms offer the ability to create and track workflows, but they differ in their level of customization and complexity. A significant limitation of Salesforce Service Cloud is the lack of comprehensive report customization and export capabilities.

"...Salesforce service console , workflows, Live chat, Sharing rules, Automation, Assignment rules...." Peer review by Administrator

"...This creates a workflow that works for my staff without having to have 2 separate help desk systems...." Peer review by Sandra E, COO, Information Technology and Services