As of March 13, 2020, the Desk.com product is retired and no longer accessible.

Desk to Service Cloud

Lighting a path from Desk to Service Cloud

Implementing Service Cloud Lightning

How to Merge cases in Service Cloud

In Desk.com we had the ability to merge cases if duplicates were found. At the time this article was published, Service Cloud introduced case merge however it was only a beta as highlighted in the Sal...

How to update your logo and header image

In Desk.com you could select the header and log image for your support center in the Web Theme or Advanced Theme Editor. You can do the same thing in Service Cloud Communities. These instructions wil...

How to create a record type

In Desk.com by default , there was not really the concept of a record type but you could have done it with a custom field or label. In Service Cloud, you can create record types to better define the "...

How to manage duplicated records in Service Cloud

From time to time we may find there are records that are duplicated in Service Cloud. There are several ways to deal with this and the best option is to simply merge these records. Service Cloud Ligh...

How to edit the knowledge layout

You may want to edit the knowledge layout to control what is displayed in your community, or which fields your agents need to edit when updating an article. For example, you may have extra fields that...

Adding reCaptcha to your community

In Desk.com you could enable /disable the Captcha to help prevent spam on your community. Salesforce reCaptcha. At its heart, Salesforce Communities are intended for use with logged in portal users so...

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