Recently, on 13th March 2018, Salesforce began the steps to close Desk.com. The initial stage has excluded new customers from being able to use Desk.com, however clients on the platform before that date can continue to use the platform as normal. If you are continuing to use the platform however, the date for your diaries is 13th March 2020! This is the day Desk.com will close its doors for good.
Salesforce Service Cloud
The replacement for Desk.com will be Salesforce Service Cloud. The main benefit from this move, is not only will you still be able to examine the single view option when exploring customers, but with Service Cloud, you are now also able to compare partner interactions alongside. You can also use Service Cloud with many other Salesforce platforms to provide the most in depth and accurate support.
The premise is that Service Cloud is able to complete all the features Desk.com allowed, including but not exclusive to:
- Multichannel Support: Email, Phone, Chat, Facebook, Twitter, Web Forms
- Workflow and Approval Automation
- Multilingual and Multibrand
- Knowledge Base and Community Q&A
- Role Permissions, SSO, IP Whitelisting
- Third-Party Apps, APIs, Canvas, Integration URLs
With so many similar features it is becoming more and more obvious as to why Salesforce have chosen to close Desk.com. Service Cloud not only covers all the above areas already present in Desk.com but also provides the addition of many more, a few being:
- Omni-Channel Routing, Agent and Team Collaboration, Asset Management, and Product Tracking
- Advanced: Real-Time Trends, Einstein Analytics
- Compliance (HIPPA)
The full list of inclusions and exclusions can be seen on the Trailhead module ‘Compare Desk.com and Service Cloud’ here.
Moving Over To Service Cloud
Changing platforms can be a daunting task, so Salesforce has advised leaving plenty of time before the closing date to trial the platform and work out how it would work for you and your needs. Creating a Sandbox is a great place to start to allow you to get to grips with testing the platform, without creating any real recorded data issues. You may also realise you need to get in contact with some customers to inform them of the move and the changes as to how you will be contacting them in the future. With such a customisable support tool you will be gaining from the switch however, it may be more appropriate to begin sooner, rather than later.