---
schema_version: "1"
id: bd22feb06dc4fdd8fc240f93271cc99c95c0ef568855c2aede910fc11987c16a
title: Offer Customer Support in Essentials
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/essentials_offer_support.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.essentials_offer_support.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dc2ed2ad608339cfafcb242a7bca7a73ce3f262cdb8c77474d6a1477567a2b3d
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Offer Customer Support in Essentials

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/images/icon_note.png)

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](https://help.salesforce.com/s/articleView?id=xcloud.essentials_case_management.htm&release=264.0.0&type=5 "Cases are the foundation of customer support in Salesforce. You can set up a case management system that lets you collect cases and assign them to your team with no manual oversight.") |
| Get cases created for you from incoming support emails. | [Email-to-Case](https://help.salesforce.com/s/articleView?id=xcloud.essentials_email_social_cases.htm&release=264.0.0&type=5 "Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.") |
| Let customers fill out a form on your website that logs a case for your team. | [Web-to-Case](https://help.salesforce.com/articleView?id=customize_casecapture.htm&language=en_US) |
| Get cases created for you from posts and messages to your business Facebook, Twitter, Instagram, and YouTube pages. | [Social Customer Service](https://help.salesforce.com/s/articleView?id=xcloud.essentials_email_social_cases.htm&release=264.0.0&type=5 "Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.") |
| Write articles that cover FAQs, troubleshooting steps, and other information that your customers contact you about. | [Knowledge](https://help.salesforce.com/s/articleView?id=xcloud.essentials_knowledge.htm&release=264.0.0&type=5 "Use Knowledge to write and share articles, so your team can leverage your communal knowledge to help customers faster. You can also surface your Knowledge base in your help center to let customers find answers on their own.") |
| 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](https://help.salesforce.com/s/articleView?id=xcloud.essentials_help_center.htm&release=264.0.0&type=5 "Help Center lets you share Knowledge articles that answer common questions, so your customers can help themselves. You can also provide Chat or a contact button so that customers can reach out to your team for the issues that require human intervention.") |
| 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](https://help.salesforce.com/s/articleView?id=xcloud.essentials_phone_options.htm&release=264.0.0&type=5 "Use Salesforce to make and log calls with Sales Dialer or Dialer for Essentials. Or, connect a third-party phone product to Salesforce using Open CTI. All of our phone options let you make and receive calls in Salesforce and log calls to related account and contact records.") |
| Chat with customers who are browsing your website or help center. | [Web Chat for Essentials](https://help.salesforce.com/s/articleView?id=xcloud.essentials_chat_messaging.htm&release=264.0.0&type=5 "Offer your customers instant conversation with web chat and Facebook Messenger for Essentials. Chats and messages are delivered to team members alongside their other work in Salesforce, so they can handle cases, chats, messages, and everything else side by side.") |
| Use Facebook Messenger to interact with customers inside Salesforce. | [Facebook Messenger for Essentials](https://help.salesforce.com/s/articleView?id=xcloud.essentials_chat_messaging.htm&release=264.0.0&type=5 "Offer your customers instant conversation with web chat and Facebook Messenger for Essentials. Chats and messages are delivered to team members alongside their other work in Salesforce, so they can handle cases, chats, messages, and everything else side by side.") |
| Route cases, chats, messages, and leads to someone on your team automatically. | [Omni-Channel](https://help.salesforce.com/s/articleView?id=xcloud.essentials_omni-channel.htm&release=264.0.0&type=5 "Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.") |