Desk.com for Salesforce

Sync Up Sales and Support

Desk.com for Salesforce® provides two-way integration between Desk.com and Salesforce, allowing sales and support teams to share a complete view of the customer. Desk.com also integrates with Salesforce Chatter®, making it easy to involve your entire company in customer support. Desk.com for Salesforce is deployed from the AppExchange®, allowing Desk.com to share information with users of Salesforce and vice versa.

A Clear View of the Customer

Desk.com users can see important customer information from Salesforce when working on cases, including any custom fields and contact history. Without ever leaving Desk.com, customer support teams can view information from Salesforce, making it easy to deliver a consistent experience to the customer. For example, an organization can configure Desk.com to show where the customer is in the sales cycle, the customer’s status or value to the company, or the customer’s point of contact within the company—all information from Salesforce that is updated in real-time.

Salesforce users can see detailed customer support information from Desk.com when managing their leads and opportunities. As the support team works on cases, that information can be shown inside Salesforce so that the sales team has an up-to-the-minute view of all the activity on their account—including detailed information on each support case. This lets salespeople talk to their customers in confidence, knowing the status of any issues that might concern the customer.

A Superb Use of Chatter

For companies that use Salesforce Chatter, Desk.com business rules can send Chatter notifications. Use this as a way to draw upon the real-time collective intelligence of your organization. For instance, set a rule so that all senior executives are notified via Chatter when a major customer has an urgent or critical support issue. This lets your team respond instantly when an important customer is in trouble.

Benefits of Using Desk.com with Salesforce:

• Desk.com's real-time customer support system helps companies keep up with the demand for support in a global, mobile and social environment.
• Salesforce users can access their customers’ Desk.com support history, right on their Salesforce screens and link directly to specific cases within Desk.com to see the supporting detail and provide follow-up.
• Information exchange (such as status, value, or position in the sales cycle) means customer support teams can deliver a consistent experience to the customer.
• Sales staff will have a more complete view of the customer, be able to see open support issues, and understand where each customer stands in the sales cycle.
• Desk.com can be used to set rules for Chatter and send Chatter notifications, ensuring that support is now collaborative and real-time across the enterprise.

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