We performed a comparison between Salesforce Einstein Analytics and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Tableau, Oracle and others in BI (Business Intelligence) Tools."he most valuable feature of the solution is its ease of use."
"Tableau CRM is a very capable solution. It is easy to use, user-friendly, and integrates well."
"Einstein Analytics provides insights into what we are doing and how we are doing it. It tells us what benchmarks we need to hit consistently to achieve our goals. In sales, there is sometimes a disconnect between actions and objectives. We aren't necessarily going to close a deal because we call X number of people. There are some underlying skills that add nuance to these metrics."
"Transparency is the most valuable feature of this solution."
"It is a comprehensive solution. It has everything in it. I can easily find what I need."
"The tool is valuable. It's one of the greatest programs I'm currently working with, and I believe it will continue to be crucial in the next four to five years. It's the future of our operations. Integrating other systems and conducting campaigns is easy. The solution relies heavily on AI."
"We have found the scalability to be very good."
"It's scalable."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We rarely had issues with Zendesk."
"It's very convenient to use."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"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."
"All of the timesheets and appraisal management I have not been happy with. There should be some improvements. For example, as a management team, our managers do not have access to see a summary report, such as who is on leave today or how many hours each person logged in. You have to get into individual users and see. You cannot see a summary report, the reporting is missing. There should improve the reports."
"The tool needs to simplify its features."
"Improvement-wise, I feel the solution must be more robust since it is not exactly ready to handle large data."
"Einstein Analytics could incorporate something like SFIA 8 to help users understand the underlying skill sets."
"The price of Salesforce Einstein Analytics is quite a bit expensive for the region of Mexico. I think the price of the product could be better."
"The product must be more transparent."
"They have a lot of opportunity to improve BI tools. With Einstein Analytics, we have a very minimal scope."
"If a user leaves your organization, you shouldn't lose the visibility of all of the records."
"The dashboard could be better."
"The solution itself wasn't easy to set up."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The price of the solution should be reduced."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
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Salesforce Einstein Analytics is ranked 11th in BI (Business Intelligence) Tools with 18 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Salesforce Einstein Analytics is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Salesforce Einstein Analytics writes "Helpful consistent measurements, high availability, and scales well". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Einstein Analytics is most compared with Microsoft Power BI, Tableau, Databricks, SAP Analytics Cloud and IBM Watson Explorer, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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