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Salesforce Essentials REVIEW

Help Desk Software

No user reviews
USER SATISFACTION 100%
OUR SCORE 9.7

What is Salesforce Essentials?

Salesforce Essentials was released in 2017 with two modules – Sales Cloud, the CRM platform, and Service Cloud, the customer support solution. Essentials is specifically designed to help small sales teams sell faster and smarter with the app’s built-in intelligence, and likewise assist customer support teams organize and manage all support channels to deliver standout service.

Part of Service Cloud is a help desk software that provides support teams tools and capabilities to manage cases promptly, support customers across channels, automate support workflows, extend consistent customer experiences, and help customers help themselves. With the software and its features, SMBs get to leverage Salesforce’s cloud business tools and best practices to come up with solutions for sales and services that are easy to set up, use and maintain, and offered at budget friendly prices.

The cornerstone of customer support is a reliable help desk. Service Cloud offers an efficient and dependable help desk platform which ensures that every inquiry routes to the right agent and gets organized or categorized accordingly regardless of the channel the request came through. For example, one person or team might handle Facebook and Twitter cases while another team responds to phone calls. This is quick and effective case management.

The aforementioned process drives efficiency and productivity, allowing every customer service team member to focus on priority cases without leaving requests unanswered. Furthermore, smooth case management keeps internal teams efficient which improves reporting data to further enhance customer experience, reduces ticket volume, and preempts small issues before they become big ones.

As your organization grows, so does your customer service caseloads. It’s important for you to keep a pulse on the time and resources required for customer support. Implementing automation is one way that you can save time and money, and the help desk software can address that. With automated workflows, customer service agents can speed through repetitive tasks — such as using preset responses that provide answers to the most common questions — so they can focus on more complex ones.

Salesforce is a worldwide leader in technology-driven, cloud business solutions and whose name is synonymous with cloud CRM. The vendor has put its innovation within the grasp of small businesses so they can harness Salesforce’s technologies to deliver quality customer support and service, reinforce customer loyalty, and at the same time boost sales and revenues.

Overview of Salesforce Essentials Benefits

Support customers across channels

Customer service teams need to have the means to manage requests across all communications channels and keep them organized. A help desk can provide multichannel support, so agents can work more efficiently to resolve issues faster, and offer amazing service. Service Cloud automates connecting customers from whatever channel they are in to sales reps which streamlines the process. Consumers can @mention a company on Twitter to ask questions, pick up the phone to voice complaints, send emails, or strike up a live chat with a customer service representative. The help desk software of Service Cloud Essentials makes sure nothing slips through the crack and all customer issues are attended to promptly.

Provide consistent experiences

Consumers today are quite demanding and would want consistent experiences with brands regardless of their interaction takes place. Studies have found out that around a third of customers and business buyers are likely to switch companies if they receive inconsistent experiences with you. You can’t afford that. The help desk software offers cohesion and connectivity across touchpoints, enabling you to have real-time conversation with a customer via a website’s chat feature and then build and continue on that same conversation with a telephone call. This, and many other similar support scenarios, is ably facilitated by the help desk software.

Extend customer self-service

Often, customers simply want to solve issues on their own such as searching for a quick, accurate answer to a product-related question. The help desk software ensures that customers can help themselves by giving you tools to build an easy-to-navigate support portal. A support portal can house key information like FAQs. You can even create a public Q&A forum to help consumers connect with each other and share information. Customers expect seamless experiences throughout their journeys with your brand, and customer service teams need to be ready to handle their inquiries. Help desk software empowers your, your team, and your business to adapt and keep customers happy no matter how the consumer-brand relationship evolves.

Integrate service with the powerful Salesforce CRM

The thing that makes the Service Cloud help desk software quite potent is its pairing off and integration with the robust Salesforce CRM solution in the Essentials platform. It gives you a suite of features and functionalities that simplify the implementation of a CRM-service setup to your workflows from start to finish. With its out-of-the-box tools and setup assistant, the system is quick to deploy and easy to use. You get access to Trailhead which is a system of self-guided tutorials on CRM, and the Einstein AI which analyzes data stream and employs machine learning algorithms to uncover opportunities and account insights that guide reps to the next best action. The whole unified Salesforce Essentials platform supercharges your sales teams to follow up on leads and identify key contacts to sell faster and at the same expeditiously handle and resolve customer issues.

Overview of Salesforce Essentials Features

  • 360-Degree Customer View
  • Inquiry Routing
  • Opportunities Management
  • Multi-Channel Console
  • Reports and Dashboards
  • Intelligent Self-Service Sites
  • User-Friendly Knowledge Base
  • Sales Pipeline Tracking
  • Drag-and-Drop Interface
  • Productivity Tools
  • Task Automation
  • Macros
  • Customer Communities
  • Help Desk Tools
  • Activity Tracking
  • Collaboration Tools
  • Case Auto-assignment
  • Case Escalation Rules and Queues
  • Custom Profiles
  • Email Optimization
  • Lightning App Builder
  • Lead/Contact Account Management
  • Page Layouts
  • Salesforce Mobile App
  • Task Management
  • Setup Assistant
  • Trailhead

Awards & Quality Certificates

Salesforce Essentials Position In Our Categories

Position of Salesforce Essentials in our main categories:

3

Salesforce Essentials is one of the top 3 Customer Support Software products

3

Salesforce Essentials is one of the 3 Help Desk Software products

3

Salesforce Essentials is one of the 3
Customer Support Software products

3

Salesforce Essentials is one of the 3
Help Desk Software products


Salesforce Essentials is also listed in the following subcategories:

Category:Position:Category:Position:
Help Desk & Ticketing Software#2
Category:Position:
Help Desk & Ticketing Software#2

Since each organization has particular business needs, it is prudent for them to abstain from looking for a one-size-fits-all faultless software solution. Needless to say, it would be pointless to try to find such a platform even among widely used software applications. The smart thing to do would be to list the various vital aspects that require consideration such as required features, finances, skill levels of employees, company size etc. Then, you should do your research thoroughly. Read some Salesforce Essentials reviews and look into each of the other solutions in your shortlist in detail. Such comprehensive research can make certain you weed out ill-fitting platforms and select the solution that provides all the elements you need for business success.

How Much Does Salesforce Essentials Cost?

Service Cloud Essentials – $25/user/month (billed annually)

  • Help desk tools
  • 10 users
  • G Suite (free for 3 months)
  • Case Auto-Assignment
  • Web and Email Case Capture
  • Case Email Auto-Response
  • Case Escalation Rules and Queues
  • Service Console App(s)
  • Activity tracking
  • Collaboration tools
  • Custom profile
  • Email optimization
  • Lead contact account management
  • Lightning app builder
  • Page layout
  • Mobile app
  • Task management
  • Self-service portal/forum
  • App exchange

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce Essentials reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Essentials. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

171

NEGATIVE SOCIAL MENTIONS

0

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Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Medium Business
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Salesforce Essentials pricing details?

Service Cloud Essentials – $25/user/month (billed annually)

  • Help desk tools
  • 10 users
  • G Suite (free for 3 months)
  • Case Auto-Assignment
  • Web and Email Case Capture
  • Case Email Auto-Response
  • Case Escalation Rules and Queues
  • Service Console App(s)
  • Activity tracking
  • Collaboration tools
  • Custom profile
  • Email optimization
  • Lead contact account management
  • Lightning app builder
  • Page layout
  • Mobile app
  • Task management
  • Self-service portal/forum
  • App exchange

What integrations are available for Salesforce Essentials?

Salesforce Essentials connects with a wide array of business apps with AppExchange, such as:

  • G Suite
  • Facebook
  • Twitter
  • GetFeedback
  • Dropbox
  • HelloSign
  • MailChimp
  • Xactly
  • Nicereply

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