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Salesforce rolls out Desk 360 to combine sales and service tools for SMBs

The product works to give SMB support teams more context surrounding customer issues, helping them respond with the right information to improve the customer service experience and close sales.

Desk.com, the Salesforce platform aimed at small businesses, is launching a new service designed to bring sales and customer service together in one product.

Dubbed Desk 360, the product works to give SMB support teams more context surrounding customer issues, helping them respond with the right information, and ultimately, improve the customer service experience. Salesforce touts Desk 360 as offering a "holistic view of the customer".

Among the features of Desk 360 are new customer and company views, which allows support agents to set parameters, sort, filter and view a complete history of either that particular customer, or an entire company.

There's also customer and company insights, which offer agents a complete look at previous customer interactions with a particular client or company, as well as an opportunity management function that provides agents with product and sales suggestions tailored to each customer.

Salesforce first unveiled Desk.com in early 2012 as an online social help desk platform that integrates social networks (Facebook and Twitter) with email, phone and web on a single desktop agent.

Since then it has been bolstered with a bevy of different analytics and reporting features as well as customizable dashboards specific to customer service agents and additional APIs for integrating data from other apps.

Most recently, Desk.com rolled out Business Plus, a service geared toward service managers and agents at both startups and SMBs.