4 / 5 308 reseñas

¿Quién utiliza este software?

Businesses in need of service-as-a-software solution for call center CRM and help desk management.

Valoración media

308 reseñas
  • 4 / 5
    En general
  • 4 / 5
    Facilidad de uso
  • 4 / 5
    Atención al cliente
  • 4 / 5
  • 4 / 5
    Relación calidad-precio

Detalles del producto

  • Precio de partida
  • Detalles de precios
    Billed Annually.
  • Versión gratuita
  • Implementación
    En la nube, SaaS, web
    Móvil: nativo de iOS
    Móvil: nativo de Android
  • Formación
    En directo en línea
    Seminarios web
  • Asistencia
    En horario ininterrumpido (atiende un representante)
    Horas laborables
    En línea

Datos del proveedor

  • Salesforce Service Cloud
  • Fundada en 1999

Información sobre este software

With help desk applications from Salesforce, you don't have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With Salesforce help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles.

Funciones de Salesforce

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Gestión de recursos informáticos
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Planificación de agentes
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Configuration Management
  • Contract/License Management
  • Gestión de la disponibilidad
  • Gestión del cambio
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Seguimiento de activos
  • Self Service Portal
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Alertas y alzada
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Gestión de la experiencia del cliente
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Call Logging
  • Call Recording
  • Call Scripting
  • Centro de atención telefónica de llamadas entrantes
  • Centro de atención telefónica de llamadas salientes
  • Centro de atención telefónica mixto
  • Creación de informes/análisis
  • Escalation Management
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Supervisión de llamadas
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Access Controls/Permissions
  • Business Process Automation
  • Calendar Management
  • Compliance Tracking
  • Forms Management
  • Gestión de docuementos
  • Graphical Workflow Editor
  • Task Management
  • Workflow Configuration
  • Backlog Management
  • Filtering
  • Issue Tracking
  • Release Management
  • Task Management
  • Ticket Management
  • Workflow Management

Últimas reseñas disponibles sobre Salesforce

Traducción realizada automáticamente. Mostrar la reseña original

One of most popular help desk solutions is

En general
4 / 5
Facilidad de uso
4 / 5
Características y funcionalidad
4 / 5
Asistencia al cliente
4 / 5
Relación calidad-precio

Puntos a favor: If you are thinking about choosing as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels
Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than in this area as it offers ticket support in addition to phone support, while offers only phone support.
Canned Responses
Both Freshdesk and provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations
Both and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported
Both Freshdesk and support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available
Freshdesk beats in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, offers customization of fields only.

Puntos en contra:’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Traducción realizada automáticamente. Mostrar la reseña original

Do Not Assume Anything

En general
4 / 5
Facilidad de uso
2 / 5
Características y funcionalidad
3 / 5
Asistencia al cliente
2 / 5
Relación calidad-precio

Comentarios: The best advice that I can give to a company considering purchasing Salesforce's is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. Examples:
List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page
Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time
Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables
Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected. If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Puntos a favor: Simple UI
Simple workflow building and management

Puntos en contra: Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA's on fixes/patches pushed back for months