Salesforce Essentials Features

Salesforce Essentials

CRM for small business

4.18/5 (180 reviews)

Salesforce Essentials Feature Summary

  • 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

Customer Management Feature Comparison

Most popular features of all Customer Management apps

API (357 other apps)
Activity Dashboard (214 other apps)
Activity Tracking (159 other apps)
Automatic Notifications (194 other apps)
CRM Integration (130 other apps)
Calendar Management (180 other apps)
Custom Fields (146 other apps)
Customer Database (151 other apps)
Customizable Branding (191 other apps)
Customizable Reporting (159 other apps)
Customizable Templates (165 other apps)
Data Import/Export (174 other apps)
Electronic Payments (130 other apps)
Email Integration (185 other apps)
Mobile Integration (128 other apps)
Real Time Data (128 other apps)
Reminders (183 other apps)
Reporting & Statistics (225 other apps)
Social Media Integration (162 other apps)
Third Party Integration (210 other apps)

Competitor Feature Comparison

Salesforce Essentials Feature Reviews

25 reviewers had the following to say about Salesforce Essentials's features:

Amy McDonough

Solution that grows with your business

2011-05-27

Easy to use interface with seamless integration of social media provide a complete solution.

Pros

They walk the walk by offering great support to their customers and continue to add new features to provide a complete solution for support teams.

Source: GetApp
2 of 3 people found this review helpful
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George Varghese

I have been using desk.com for over 5 years now, it has been simply flawless and very easy to setup

2017-07-11

Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.

Pros

Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Cons

Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Katherine Cook

Short learning curve, good basic service

2017-08-18

Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros

The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier.

Cons

There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
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Gabriela Salinas

Great Experience - just put took off one star for the work that needs to be done

2017-12-19

The software was easy to use and easy to implement into daily activities.

Pros

I loved the fact that they worked on the integrations and being able to make things to the mainstream.

Cons

Running the reports is something we would all have a bit of trouble to do, there would be little things here and there that prevented our productivity.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Parker Nelson

SalesForce Essentials - The answer for startup CRM

2018-11-29

We're a young technology and management consulting company and have used Salesforce and been a systems integrator at other firms.

Pros

-Out of the box it's ready to go -Intuitive interface -Ability to customize and add modules as needed -Collaboration for transparency on deal flow and pipeline as well as activities

Cons

There's nothing in particular I dislike about Salesforce Essentials

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Jonathan Crane

We ended up moving away from Desk due to poor API documentation

2015-02-05

Pros

Help Desk functionality, such as ticket tracking, hosting knowledgebase, ticket routing, social media integration, and API would be great, but only if they work as advertised, which they do not necessarily do.

Cons

The poor documentation and inflexibility of their customer support.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

3/10

Recommendations to others considering Salesforce Essentials

Build a full proof-of-concept before giving them a dime. Consider other products from smaller companies that actually offer support.

Source: Software Advice
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Anoosha Devanaboina

One of most popular help desk solutions is Desk.com

2017-11-10

Pros

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.

Cons

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Brian Gronau

Technical Support Manager of Desk.com.

2017-05-08

Pros

Additionally, the email feature is nice to have.

Cons

In order to have any phone integration, you must use the Next Gen agent which is not as visually appealing as the classic agent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

4/10
Source: Software Advice
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Chance Martin

Do Not Assume Anything

2016-12-05

Examples: List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes.

Pros

Simple UI Simple workflow building and management

Cons

Extremely limited in its capabilities Desk Support reps are not thorough when reading emails ETA's on fixes/patches pushed back for months

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10

Recommendations to others considering Salesforce Essentials

Document everything and do not rely on Desk Connect for any business processes

Source: Capterra
2 of 2 people found this review helpful
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Jacqueline Coleman

Desk.com - for streamlining your custom support team

2014-07-31

Pros

It has easy ticket management, good reporting, and custom field tracking. It allows for great automation through macros.

Cons

It's very difficult to customize the help site without heavy HTML knowledge and/or additional resources.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Essentials

Estimate the amount of time you have available for setup, as it can be time-consuming to get custom service software up and running.

Source: Software Advice
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Alex Lane

We love SalesforceIQ! Perfectly integrated and easy for my team to use.

2018-04-10

Ease of use, trackable for sales cycle, many more.

Pros

It takes the stress out of constantly updating your CRM by making it seamless and integrated with our email.

Cons

It was so easy for my team to implement.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Gerson Daniel Coy de León

Desk.com makes our job a lot easier and it's CS team is really helpful when needed. Desk.com rocks!

2017-12-12

We can get through our data to send monthly reports with no problems.

Pros

It is very user friendly. My team mates and I can navigate through our system with no complications.

Cons

Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Krishnan Ramaswamy

SALESFORCE TOPS ON REPORTING

2019-02-22

Happy with what we use the product is used for. One of the Best

Pros

IT easy to use drag and drop feature to customize, the reports and filters features and setting the date range options are the feature that makes it the top feature.

Cons

help to solve any abnormality in the data. The feature shows only the problem and does not give any suggestive pointers to correct that.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 51-200 employees)

Switched from Desk.com from Zendesk and migrated back after one year

2017-12-14

Pros

This allows you to bypass API cost restrictions imposed by Salesforce.

Cons

This is an absurd limitation for ticketing system designed for enterprises.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
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Corey Maertz

Time and Productivity Saver.

2014-11-19

Pros

Overall, the product is very polished visually and works pretty well. The vendor is backed by Salesforce, so they are able to leverage the large nature of the company for different trends and make sure they are staying current.

Cons

The Salesforce integration is finally working better but is still not perfect for allowing data to sync easily both ways.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering Salesforce Essentials

I would recommend that you check out this product and others. Look at their status/trust pages to look for patterns for outages.

Source: Software Advice
Helpful?   Yes   No
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Ryan Kern

Desk was challenging to use on a number of fronts

2017-08-30

It was a good CRM a few years ago, but never received the attention it needed from the Desk product team.

Pros

The reporting interface was easy when to create and run reports.

Cons

The reporting was barely functional and often times would time out when loading.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
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User01

A long ways to go

2013-02-09

With desk, report formulas don't always make sense, and there are no custom reporting options other than api. So simple reports like, "Tickets per Company" require me to export and run.

Source: GetApp
4 of 5 people found this review helpful
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Mike Marcoe

My experience with Desk

2014-10-23

Pros

I like its organizational ability and the ability to customize reports.

Cons

A second thing I don't like is that Desk is not customizable enough for us.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering Salesforce Essentials

Determine what your priorities are. For example, how important is organization to you? Reporting? Customizability?

Source: Software Advice
Helpful?   Yes   No
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Anonymous
(Internet company, 51-200 employees)

Great for Support

2019-02-05

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

Pros

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.

Cons

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Ahmad Kiarostami

Great Support System, with a Great Support!

2011-05-11

The ability to have one support page (which was highly customizable) and search both our knowledge base and forum posts (on GetSatisfaction) saved our users (and us) a lot of headache.

Source: GetApp
Helpful?   Yes   No
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Becky Jewell

Is It Possible to Love a CRM? Desk might just be the one.

2014-11-28

Pros

Need awesome case management tools, API integration, and an easy to use UI interface to help you manage your team?

Cons

are really the only show-stopper, but I love that when these infrequent glitches happen, the Desk team makes it easy to tell that they're (1) working on a solution and (2) doing it quick!

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Essentials

Check out the free trial, watch the videos on blogs and stop by their support forums for a thorough overview of Desk's great feature set. Ultimately, when our team compared Desk to the competition, we couldn't beat the fit, function, and scalability.

Source: Software Advice
Helpful?   Yes   No
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Kristin Smaby

The most human-centric agent platform out there!

2011-05-17

It's clear that the Assistly folks get agents because they built an agent-platform that truly inspires superior customer service.

Pros

Assistly humanizes customer service by: - building a UI that truly reflects the agent workflow - making customer profiles and pictures prominent - recognizing that customers communicate on multiple channels

Cons

- I'd like to see more types of custom fields that you can apply to either cases or customers

Source: GetApp
1 of 1 people found this review helpful
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vijay krish

Great product to use

2016-10-06

Customers are happy that prod is nice.Good to know that I need to use integration

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Financial Services company, 51-200 employees)

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

2017-11-12

Pros

Desk also has an API that you can use to build a help center experience on top of their platform.

Cons

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
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Anonymous
(Telecommunications company, 11-50 employees)

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

2018-02-27

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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