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Salesforce Desk - discontinued

Score8.5 out of 10

52 Reviews and Ratings

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What is Salesforce Desk - discontinued?

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Salesforce Desk - discontinued has to offer, as determined by TrustRadius' reviewers.
Based on 52 ratings of Salesforce Desk - discontinued's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.7

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.6

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 7.9

Areas for Improvement

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.5

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.8

Reviews

What users are saying about Salesforce Desk - discontinued.
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Best CRM support tool for organization

Incentivized
Verified User
Team Lead in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We are product base organization so we need service desk team to handle cases and tickets for any issues related to users or product's. Salesforce Desk simplified our job with inbuild functionality for multiple purpose. And as per our 2 quarter review, we achieved our milestone to be a customer centric.

Pros

  • Cost saving tool
  • Live chat functinality
  • Ease of use

Cons

  • customer and internal survey
  • AI functionality
  • Index search for customers

Return on Investment

  • Cost saving application
  • Need less effort to track the cases
  • Adding business values

Usability

Alternatives Considered

ServiceNow Customer Service Management and Microsoft SharePoint

Other Software Used

ServiceNow IT Operations Management, Salesforce Revenue Cloud, Microsoft Azure, Workday Payroll and Workforce Management