Desk to Service Cloud

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

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	Email to case
Private Access, Portal	Web to Case
Phone	AppExchange
Chat	LiveAgent
Facebook	Social Channels - Facebook
Twitter	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