Salesforce Essentials

Salesforce Essentials

CRM for small business

4.2/5 (176 reviews)

Salesforce Essentials Overview

Salesforce Essentials is a cloud-based customer relationship management (CRM) solution for small businesses which allows users to manage leads, opportunities, sales pipelines, support requests, and more. Sales Cloud Essentials and Service Cloud Essentials are currently available, with plans to add further apps in the future.

Salesforce Essentials offers Einstein Activity Capture to remove the need for manual data entry by automatically capturing messages from emails and calendar events and adding these to the appropriate records. Full contact histories are recorded, giving users context to personalize future customer interactions. The Lightning Sales Console in Sales Cloud Essentials gives sales reps a complete view of customers, including key contacts, communications, activity history, and internal account discussions. The Lightning Service Console in Service Cloud Essentials provides a 360-degree view of customer interactions, from email, phone calls, Facebook and Twitter, to provide personalized customer service.

Users can access and edit data from anywhere using the native Salesforce mobile apps for Android and iOS. Connection with G Suite allows users to view accounts, contacts, opportunities, and other CRM data from within Gmail, and enables automatic capture of data from Gmail and Google Calendar. Users can also utilize a range of business apps from AppExchange, for e-signature, customer surveys, collaboration, and more.

Pricing

Starting from
$25/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch and 18 others, English, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Salesforce Essentials Reviews

Overall rating
4.2/5
84% positive reviews
82
Excellent
66
Very good
18
Average
8
Poor
2
Terrible
Anoosha D.

One of most popular help desk solutions is Desk.com

Used Monthly for 6-12 months
Reviewed on 2017/11/10
Review Source: SoftwareAdvice

Pros

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com 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 Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Canned Responses

Both Freshdesk and Desk.com 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 Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com 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 Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available

Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons

Desk.com’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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Great for Support

Used Daily for 1+ year
Reviewed on 2019/02/05
Review Source: Capterra

I found this software very useful to our support team. It also integrated well with the regular Salesforce.

Pros

We use desk.com for all support interactions. It was priceless for the support team to be able to route support requests to support members, and keep track of all interactions for each client to spot issues with our support team, or issues with the client being too much of a drain on our support resources. The statistics are neat too. We had some healthy competition with some of the support stats (how many emails, calls taken, etc.) Being able to see how many positive rated interactions was the ultimate statistic to have. Their API is essential to integrating notes and other issues into 3rd party solutions.

Cons

This had a learning curve. They were also going through completely switching the UI at the time, so having a beta was nice, but some features were only available in the classic interface. The new one is much better and pleasing to the eyes.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

9.0/10

I use desk.com as the frontline customer service software to create and manage tickets.

Used Daily for 1+ year
Reviewed on 2017/11/12
Review Source: Capterra

Pros

Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help.

Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Cons

Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration.

The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Great for simple helpdesk cases but not intended to be feature rich or robust.

Used Daily for 2+ years
Reviewed on 2018/02/27
Review Source: Capterra

It's allowed us to have a basic helpdesk tool that integrates with Salesforce.

Pros

As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

Cons

Sold as having great integration with Salesforce, but the integration is extremely difficult to setup and not all fields are integrated. Everyone needs to have a Salesforce license to be able to use the desk tool properly and that gets very expensive. DO NOT try to use the tool as a task manger or PM supplement as it does not work well for these functions. There is also no place to store Client level notes in the tool itself so if someone was backing you up, there would be no place for them to reference client preferences or standard operating procedures for a specific client from Desk itself.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

5.0/10

Salesforce IQ is a great add on to Salesforce

Used Daily for 1+ year
Reviewed on 2018/03/07
Review Source: Capterra

Pros

Creating leads and contacts in Salesforce is a breeze with this tool. I love that I can instantly add a customer and log their email in Salesforce. I love the ability to add meeting invites or email templates to an email with a couple of clicks. Salesforce IQ has saved me hours of data entry into Salesforce. I don't know what I would do without this tool now that I have used it for close to two years.

Cons

In the last few months something changed in the way that it pulls the data when you go to add a contact. The previous version use to pull all of the information automatically and now I have to manually add a lot of the information. It is still quicker than adding new contacts into Salesforce but it does require a few more steps. I also wish there was more insight into who opened an email or web link when you include multiple people on an email.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Salesforce Essentials Pricing

Starting from
$25/month
Pricing options
Free Trial
Subscription
Value for money

30-day free trial, no credit card required.
$25/user/month (billed annually) for up to 5 users.

Salesforce Essentials Features

  • Activity Dashboard
  • Activity Tracking
  • Calendar Management
  • Contact Database
  • Email Integration
  • Reporting & Statistics
  • Third Party Integration

  • API
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Mobile Integration
  • Social Media Integration

Additional information for Salesforce Essentials

Key features of Salesforce Essentials

  • Activity capture
  • Calendar integration
  • Case management
  • Collaboration tools
  • Contacts management
  • Custom lists & subsets
  • Data import
  • Data sync
  • Email integration
  • Email, call & meeting tracking
  • G Suite integration
  • In-app guided tutorials
  • Lead tracking
  • Opportunity management
  • Performance tracking
  • Pipeline management
  • Real-time updates
  • Reports & dashboards
  • Sales leaderboard
  • Spreadsheet integration
  • Support request monitoring
  • Third-party integrations

Benefits

  • Data from spreadsheets, calendars, emails, and other systems can be imported and synchronized.

  • Einstein Activity Capture automatically tracks emails, meetings, and calls, capturing and synchronizing data directly from users’ inboxes.

  • Lightning allows users to customize Salesforce with custom subsets and lists to track anything they want.

  • Integration with G Suite enables automatic capture of all Google Calendar and Gmail data, and allows users to access CRM data including contacts, opportunities, and accounts from within Gmail.

  • Trailhead, a system designed to teach users how to use Salesforce including creating sales stages, importing contacts, and inviting teammates, provides a setup assistant and in-app guided tutorials.

  • Salesforce Essentials FAQs

    Below are some frequently asked questions for Salesforce Essentials.

    Q. What type of pricing plans does Salesforce Essentials offer?

    Salesforce Essentials offers the following pricing plans:

    Starting from: $25/month

    Pricing model: Subscription

    Free Trial: Available

    30-day free trial, no credit card required.
    $25/user/month (billed annually) for up to 5 users.

    Q. What are the main features of Salesforce Essentials?

    Salesforce Essentials offers the following features:

    • Activity capture
    • Calendar integration
    • Case management
    • Collaboration tools
    • Contacts management
    • Custom lists & subsets
    • Data import
    • Data sync
    • Email integration
    • Email, call & meeting tracking
    • G Suite integration
    • In-app guided tutorials
    • Lead tracking
    • Opportunity management
    • Performance tracking
    • Pipeline management
    • Real-time updates
    • Reports & dashboards
    • Sales leaderboard
    • Spreadsheet integration
    • Support request monitoring
    • Third-party integrations

    Q. Who are the typical users of Salesforce Essentials?

    Salesforce Essentials has the following typical customers:

    Small Business

    Q. What languages does Salesforce Essentials support?

    Salesforce Essentials supports the following languages:

    Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

    Q. What type of pricing plans does Salesforce Essentials offer?

    Salesforce Essentials has the following pricing plans:

    Subscription

    Q. Does Salesforce Essentials support mobile devices?

    We do not have any information about what devices Salesforce Essentials supports

    Q. What other apps does Salesforce Essentials integrate with?

    Salesforce Essentials integrates with the following applications:

    CloudCherry, Dimelo, GoAnywhere MFT, PanTerra Networks, Salesforce Service Cloud, SmartSimple GMS360, SuperSaaS, Thematic, idloom-events, inSided

    Q. What level of support does Salesforce Essentials offer?

    Salesforce Essentials offers the following support options:

    Forum, Knowledge Base, Online Support, Video Tutorials