Mapping Features and Terminology from Desk to Service Cloud Lightning
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Learning more about how Desk and Service Cloud Lightning compare? Here is an overview to help map these support solutions for features and terminology.
Desk and Service Cloud Feature Components
Desk and Service Cloud Terminology
1. Basic functionality
2. Teams, users, and permissions
3. Labels, Filters, Macros and Custom Fields
4. Rules and Notifications
5. Case Channels
6. Apps and integrations
7. Themes and Layouts
8. Reporting
Desk and Service Cloud Feature Components
Desk and Service Cloud Terminology
1. Basic functionality
| Desk.com | Service Cloud |
| Cases | Cases |
| Customers | Contacts |
| Companies | Accounts |
2. Teams, users, and permissions
| Desk.com | Service Cloud |
| Users | Users |
| Groups | Queues |
| Roles | Roles |
| Permissions | Permission Sets |
| N/A | Profiles |
3. Labels, Filters, Macros and Custom Fields
| Desk.com | Service Cloud |
| Labels | Custom Fields (details below) |
| Filters | Queues |
| Macros | Macros |
| Case Custom Fields | Case Custom Fields |
| Customer Custom Fields | Contact Custom Fields |
| Company Custom Fields | Account Custom Fields |
4. Rules and Notifications
| Desk.com | Service Cloud |
| Inbound Interaction | Workflow Rules |
| Outbound Interaction | Workflow Rules |
| Case Created | Workflow Rules |
| Case Opened | Workflow Rules |
| Case Reopened | Workflow Rules |
| Case Updated | Workflow Rules |
| Case Pending | Workflow Rules |
| Case Resolved | Workflow Rules |
| Case Closed | Workflow Rules |
| Time Rule | Workflow Rules |
| Notifications | Email Alert |
5. Case Channels
| Desk.com | Service Cloud |
| Email to case | |
| Private Access, Portal | Web to Case |
| Phone | AppExchange |
| Chat | LiveAgent |
| Social Channels - Facebook | |
| Social Channels - Twitter | |
| N/A | Social Channels - Klout |
| N/A | Social Channels - YouTube |
| N/A | LiveMessage - SMS, messaging apps |
6. Apps and integrations
| Desk.com | Service Cloud |
| Desk.com Apps and Integrations | Appexchange |
7. Themes and Layouts
| Desk.com | Service Cloud |
| Case Themes and Layouts | Cases-Page Layout |
| Customer Themes | Contacts Page Layout |
| Company Themes | Accounts Page Layout |
| Notification Themes | Email Alerts |
| Auto Acknowledgments | Email Alerts |
| Reply Themes | Email Templates |
| Support Center | Communities |
8. Reporting
| Desk.com | Service Cloud |
| Business Insights | Reporting & Dashboards |
