We performed a comparison between Salesforce Service Cloud and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It is a scalable platform."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The product provides communication features like chats and calls."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product is quite stable."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The product's high price is an area of concern where improvements are required."
"The pricing for what Salesforce Service Cloud offers is not great."
"The integrations with other solutions can be improved."
"There is room for improvement in pricing."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"The main concern for me revolves around the speed of certain integrations."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"There is room for improvement with the pricing."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews while Zoho Desk is ranked 7th in CRM Customer Engagement Centers with 19 reviews. Salesforce Service Cloud is rated 8.6, while Zoho Desk is rated 8.4. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our Salesforce Service Cloud vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.
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