Salesforce Essentials

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

Comments: So many. Ease of use, trackable for sales cycle, many more.

Pros: This software is awesome. It takes the stress out of constantly updating your CRM by making it seamless and integrated with our email. It captures a lot automatically, giving my team more time to close deals. We love the customizable pipeline features as well. Great software overall.

Cons: I have hard time thinking of cons for this software. It was so easy for my team to implement. It is expensive I guess, that'd be the only con.

"Great for Support"

Comments: 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.

"Do Not Assume Anything"

Comments: The best advice that I can give to a company considering purchasing Salesforce's Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. 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. Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected. If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

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

"This is a great tool for organizing your sales funnel. "

Pros: Time management and organization are the top reasons to use this software. Being able to include information on new prospects and clients is very helpful and it's easy to add to do items. The sales funnel process is user friendly and easy for other employees to view.

Cons: It can be hard to create clear expectations between management and employees on what information or processes should be done. With so many options of where to save information it can look like information is missing if you don't look in the right place. Processes should be put in place by each organization to clarify how to use the software.

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

Comments: We got to have our email's interaction (with our customers) well organized. 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.