No matter what business you are in, no matter what domain you work on, no matter how big or small scale you operate on, the ultimate way to make your business successful is to make your customers happy. And indeed customer satisfaction has a lot to do with getting quality products which are backed by quality services. Capitalizing on this concept of making customers happy to increase returning customers, Salesforce launched a series of cloud based products focused on improving customer relationship management. Out of them the one focused on improving customer support service capabilities is Desk.com. Desk.com is an all-in-one customer support application which is completely cloud based and which gives you the ability to buy services on per agent basis. It has the capabilities to allow you to manage multiple brands from a single setup, provide you a platform to share your products’ knowledge base and self-help documentation, a single cloud based platform to allow your customers to give you feedbacks, and to top it all, give you some pretty nifty analytics features to analyze everything. And since this is a Salesforce product, yes, it is a very easy way to integrate with your Salesforce product. Desk.com Multi-brand Support Most companies nowadays as well as service providers maintain multiple brands. So instead of getting different support setups for different brands, you can use Desk.com for managing all your brands from a single portal. But that doesn’t mean you can’t track your brands individually or provide separate help center. Desk.com allows you to create separate help centers for each brand you operate on the same platform. And you can run customer support with different look and feel for each brand. Case management like a pro The main reason why Desk.com is famous is because of its intuitive and user-friendly interface. And you can realize the power of efficient UI while managing cases on Desk.com. You can easily manage every individual case based on business priority, through an easy to use interface from your desktop or even from your mobile. The app automatically collects customer interactions from every communication channel to give you a complete picture of the case. For Administrators, the cloud software allows you to assign specific cases to specific agents and track everything and analyze everything through intuitive analytics interface. You can label and categorize each case for faster filtering, and define auto-responder macros to fast-track your customer response times. Also you can organize your cases and track them faster using intuitive filters. Business insights are good but can be better Alright till now we have been only praising Desk.com, but here is one feature that may put you off- the analytics and reporting. Now Desk.com analytics is good and intuitive with good-looking graphs and easy to understand tables, but it is not as robust as Salesforce Analytics Cloud or custom Salesforce Analy

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Desk.com

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5 Things You Must Know About Desk.com
No matter what business you are in, no
matter what domain you work on, no matter
how big or small scale you operate on…
…the ultimate way to make your business
successful is to make your customers happy.

3. sales@algoworks.com Toll Free : +1-877-284-1028
5 Things You Must Know About Desk.com
Capitalizing on this concept of
making customers happy to
increase returning customers,
Salesforce launched a series of
cloud based products focused on
improving customer relationship
management.

4. sales@algoworks.com Toll Free : +1-877-284-1028
5 Things You Must Know About Desk.com
Out of them, the one focused on improving
customer support service capabilities is Desk.com.

5. sales@algoworks.com Toll Free : +1-877-284-1028
5 Things You Must Know About Desk.com
Desk.com is an all-in-one customer
support application which is
completely cloud based and which
gives you the ability to buy services
on per agent basis.

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5 Things You Must Know About Desk.com
And since this is a Salesforce product, it is very
easy to integrate it with your Salesforce CRM.

7. sales@algoworks.com Toll Free : +1-877-284-1028
5 Things You Must Know About Desk.com
Here are 5 things that you must know about
Salesforce Desk.com.

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1
Desk.com Multi-brand Support

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5 Things You Must Know About Desk.com
1 Desk.com Multi-brand Support
Most companies nowadays
maintain multiple brands. So
instead of getting different
support setups for different
brands, you can use
Desk.com for managing all
your brands from a single
portal.

10. sales@algoworks.com Toll Free : +1-877-284-1028
5 Things You Must Know About Desk.com
1 Desk.com Multi-brand Support
You can track your brands
individually in the platform, or you
can compare how each brand is
performing based on customer
queries

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5 Things You Must Know About Desk.com
1 Desk.com Multi-brand Support
Desk.com allows you to create
separate help centers for each
brand you operate on the same
platform.

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2
Case Management like a Pro

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The main reason why
Desk.com is famous is because
of its intuitive and user-
friendly interface. And you can
realize the power of efficient
UI while managing cases on
Desk.com.
5 Things You Must Know About Desk.com
2 Case management like a pro

14. sales@algoworks.com Toll Free : +1-877-284-1028
For Administrators, the cloud software
allows you to assign specific cases to
specific agents and track everything and
analyze everything through intuitive
analytics interface. You can label and
categorize each case for faster filtering,
and define auto-responder macros to
fast-track your customer response times.
5 Things You Must Know About Desk.com
2 Case management like a pro

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3
Business insights are good
but can be better

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Desk.com analytics is
good and intuitive, but
it is not as robust as
Salesforce Analytics
Cloud or custom
Salesforce Analytics
Tools.
5 Things You Must Know About Desk.com
3 Business insights are good but can be better

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The application allows you to track
performance of each agent as well as the
performance of your company as a whole.
You can analyze areas with more customer
support requests and areas where customers
grieve!
And since everything is integrated with your
mobile app, you can view all this info on your
mobile as well.
5 Things You Must Know About Desk.com
3 Business insights are good but can be better

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4
Add CTI integration
enhancements

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In no other Salesforce product is CTI
Integration more important than
Desk.com. It’s understandable,
Desk.com is all about customer support
and what’s a customer support without
a phone line?
5 Things You Must Know About Desk.com
4 Add CTI integration enhancements

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5
But big companies opt for
Salesforce.com

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Well Desk.com is good and awesome but it’s
not at customizable as Salesforce.
Desk.com is easy to setup and combined with
its easy-to-use interface, the product makes it
an ideal support solution for startups or small
enterprises.
However as you company grows its limitations
may began to surface.
5 Things You Must Know About Desk.com
5 But big companies opt for Salesforce.com

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The ideal solution is an integrated
Desk.com and Salesforce solution in
which Desk.com handles customer
communication and Salesforce
handles the rest, but this solution
means you shall pay for Salesforce
edition as well as Desk.com editions.
5 Things You Must Know About Desk.com
But big companies opt for Salesforce.com

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This cumulative price is the reason
why most opt for a single Salesforce
solution and then customize it to give
Desk.com like features.
5 Things You Must Know About Desk.com
But big companies opt for Salesforce.com
Nasty workaround but when does comes such a need, why shed extra bucks?

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when in doubt
Contact us

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You would need to use Coding Experts
If you are not yet a medium scale large
scale company and having doubts
whether you should go for Desk.com or
Salesforce Service Cloud or both, don’t
hesitate to contact us for free
consultation.

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Experts in all things Salesforce
Algoworks technologies has been working on Salesforce since 2006.
We are the leading experts of the field.

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Author
Co-Founder & Director
Open-Source | Salesforce | ECM
Pratyush is Co-Founder and Director at
Algoworks. He is responsible for managing,
growing open source technologies and
Salesforce CRM team .
He provides consulting and advisory to clients
looking for services relating to CRM(Customer
Relationship Management) and ECM(Enterprise
Content Management).
Pratyush Kumar
Write to me @ pratyush@algoworks.com

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THANK YOU
Learn about how Algoworks can help your business!
Call us at : +1-877-284-1028
Mail us at: sales@algoworks.com
support@algoworks.com
Official : Blog Link- http://www.algoworks.com/blog/salesforce-deskcom/