We performed a comparison between Salesforce Sales Cloud and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Different leads and fields can be utilized inside of Salesforce, using the Sales Path to follow those specific leads, and what leads convert over into opportunities. The leveraging of fields help to track progress on the user interface."
"It has custom fields and custom reports which can align to our business objectives and marketing focus."
"You can capture all the contacts that relate to an account or business, including personal details."
"The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration."
"The most valuable features of Salesforce Sales Cloud are increased productivity and business accuracy."
"The solution can scale massively. I've been quite impressed."
"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"It's a very stable tool, very powerful."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Zendesk Support has a lot of good APIs."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."
"The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage."
"The solution's design could be improved."
"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."
"I would like if Sales Cloud had the flexibility to create or edit the forms used to submit requests. Right now, they're fixed, and users can't edit them. Only administrators have editing privileges, so it takes too long to make changes."
"The scalability could improve by a small amount."
"The setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud."
"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The solution itself wasn't easy to set up."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Salesforce Sales Cloud is rated 8.4, while Zendesk is rated 8.2. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Sales Cloud vs. Zendesk report.
See our list of best CRM vendors and best Sales Force Automation vendors.
We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
