Salesforce Essentials makes offering customer support easy. Track and solve your customers’ issues with cases, so nothing slips through the cracks. Keep your customers happy with self-service, live web chat and messaging, and phone support.
With your Salesforce Essentials subscription, you can offer stellar customer service with no additional cost. When you want to offer more ways for your customers to reach you, you can add more features for an extra cost from the Manage Subscription page in Setup.
Note The support
features that require an extra cost are Sales Dialer, Dialer for Essentials, Web Chat for
Essentials (for more than one user), and Facebook Messenger for Essentials (for more than one
user).
| What You Can Do | What To Get |
|---|---|
| Track and solve customer issues without breaking your team’s current workflow. | Cases |
| Get cases created for you from incoming support emails. | Email-to-Case |
| Let customers fill out a form on your website that logs a case for your team. | Web-to-Case |
| Get cases created for you from posts and messages to your business Facebook, Twitter, Instagram, and YouTube pages. | Social Customer Service |
| Write articles that cover FAQs, troubleshooting steps, and other information that your customers contact you about. | Knowledge |
| Create a branded self-service site where your customers can read helpful articles and contact your team. You can also offer web chat here. | Help Center |
| Create a phone number inside Salesforce to easily call leads and customers, log calls, and more. Or, integrate a third-party phone product so it works in Salesforce. | Phone |
| Chat with customers who are browsing your website or help center. | Web Chat for Essentials |
| Use Facebook Messenger to interact with customers inside Salesforce. | Facebook Messenger for Essentials |
| Route cases, chats, messages, and leads to someone on your team automatically. | Omni-Channel |