What is the difference between Desk.com and Service Cloud console in Salesforce?

Desk.com is Case-Centric. Solving cases from different channels like Facebook, Twitter, etc. It is an all-in-one platform for responding to customer inquiries across multiple channels and providing online self-service content. Used for solving issues that are not connected to any.

Service Cloud console is Account-Centric. It needs a full view of the customer. Used for solving issues that are connected.

No comments:

Post a Comment