Salesforce Essentials Pricing, Features, Reviews & Comparison of Alternatives

Salesforce Essentials

CRM for small business

4.19/5 (177 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.


Starting from
Pricing options
Value for money
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Business size



United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

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

Value for money
Ease of use
Customer support
Anoosha Devanaboina

One of most popular help desk solutions is

Used monthly for 6-12 months
Reviewed 2017-11-10
Review Source: Software Advice

If you are thinking about choosing as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of 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 in this area as it offers ticket support in addition to phone support, while offers only phone support. Canned Responses Both Freshdesk and 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 and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for 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 support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, offers customization of fields only.

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Great for Support

Used daily for 1-2 years
Reviewed 2019-02-05
Review Source: Capterra

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

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

Used daily for 1-2 years
Reviewed 2017-11-12
Review Source: Capterra

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.

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

Used daily for 2+ years
Reviewed 2018-02-27
Review Source: Capterra

It's allowed us to have a basic helpdesk tool that integrates with Salesforce.As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

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Salesforce IQ is a great add on to Salesforce

Used daily for 1-2 years
Reviewed 2018-03-07
Review Source: Capterra

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.

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Salesforce Essentials pricing

Starting from
Pricing options
Free trial
View Pricing Plans

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 (318 other apps)
Automatic Notifications (175 other apps)
Automatic Reminders (165 other apps)
CRM Integration (121 other apps)
Custom Fields (136 other apps)
Customer Database (131 other apps)
Customizable Branding (162 other apps)
Customizable Reporting (139 other apps)
Customizable Templates (139 other apps)
Data Import/Export (152 other apps)
Electronic Payments (120 other apps)
Mobile Integration (122 other apps)
Social Media Integration (139 other apps)

Additional information for Salesforce Essentials

Key features of Salesforce Essentials

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