# Salesforce Data 360 (formerly Data Cloud) vs Zoho Desk Comparison

| | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 314 | 7,793 | 
| **Largest Market Segment** | Enterprise (40.5% of reviews) | Small-Business (73.1% of reviews) | 
| **Entry Level Price** | $500.00 100000 Credits | $0.00 | 

---
## Top Pros & Cons

### Salesforce Data 360 (formerly Data Cloud)

Pros:
- Platform Integration (79 reviews)
- Ease of Use (56 reviews)

Cons:
- Learning Curve (53 reviews)
- Expensive (44 reviews)

### Zoho Desk

Pros:
- Ease of Use (710 reviews)
- Features (517 reviews)

Cons:
- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)

---
## Ratings Comparison
| Rating | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (102 reviews) | 8.7 (6299 reviews) | 
  | **Ease of Use** | 7.7 (242 reviews) | 8.5 (6381 reviews) | 
  | **Ease of Setup** | 7.3 (207 reviews) | 8.1 (5652 reviews) | 
  | **Ease of Admin** | 8.5 (50 reviews) | 8.3 (4974 reviews) | 
  | **Quality of Support** | 8.5 (97 reviews) | 8.3 (5670 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (49 reviews) | 8.4 (4501 reviews) | 
  | **Product Direction (% positive)** | 9.0 (97 reviews) | 8.9 (5971 reviews) | 

---
## Pricing

### Salesforce Data 360 (formerly Data Cloud)

#### Entry-Level Pricing

Plan: Consumption Credits

Price: $500.00 100000 Credits

Description: List Price

Key Features:
- Data Services
- Segmentation & Activation

[Learn more about Salesforce Data 360 (formerly Data Cloud)](https://www.g2.com/products/salesforce-data-360-formerly-data-cloud/reviews)

#### Free Trial

No

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.1/10 | 4533 |

#### Ticket and Case Management

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.7 (3547 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.5 (3425 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.4 (3270 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.3 (2998 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.2 (2717 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.4 (2921 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.6 (2969 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (2540 reviews) ✓ Verified | 

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (984 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (954 reviews) | 

#### Agentic AI - Help Desk

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (363 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.2 (364 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (363 reviews) | 

#### Communication Channels

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.3 (2891 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.6 (3163 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.2 (2431 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.0 (2168 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.8 (1934 reviews) ✓ Verified | 

#### Platform

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (2315 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.2 (2765 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.4 (2872 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.2 (2451 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.3 (2882 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.4 (2999 reviews) ✓ Verified | 

### Data Management Platform (DMP)

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 9.4/10 | 10 |
| **Zoho Desk** | N/A | N/A |

#### Data Integration

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **1st-Party Data Integration** | 10.0 (6 reviews) | Not enough data | 
| **2nd-Party Data Integration** | 10.0 (5 reviews) | Not enough data | 
| **3rd-Party Data Integration** | 9.7 (5 reviews) | Not enough data | 
| **Offline Data Integration** | 8.0 (5 reviews) | Not enough data | 
| **Mobile Data Integration** | 9.3 (5 reviews) | Not enough data | 
| **Data Export Tools** | 10.0 (5 reviews) | Not enough data | 

#### Agentic AI - Data Management Platform (DMP)

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.9 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 9.2 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 9.8 (7 reviews) | Not enough data | 
| **Adaptive Learning** | 9.4 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 9.2 (6 reviews) | Not enough data | 
| **Decision Making** | 8.6 (6 reviews) | Not enough data | 

#### Data Analysis & Optimization

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Audience Segmentation** | 10.0 (6 reviews) | Not enough data | 
| **Recommendations** | 9.2 (6 reviews) | Not enough data | 
| **Standard Dashboards** | 8.6 (6 reviews) | Not enough data | 
| **Custom Reports** | 9.4 (6 reviews) | Not enough data | 

#### Platform

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Permissions** | 8.9 (6 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.0 (7 reviews) | Not enough data | 
| **Performance and Reliability** | 9.3 (7 reviews) | Not enough data | 
| **Enterprise Scalability** | 9.5 (7 reviews) | Not enough data | 
| **Internationalization** | 10.0 (5 reviews) | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 377 |

#### Administration

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Database Management ** | Not enough data | 8.2 (344 reviews) | 
| **Data Workflows** | Not enough data | 8.2 (342 reviews) | 
| **Issue Management** | Not enough data | 8.4 (346 reviews) | 

#### Knowledge Management

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (325 reviews) | 
| **Publishing Workflows** | Not enough data | 8.2 (316 reviews) | 
| **Analytics** | Not enough data | 8.2 (322 reviews) | 

#### Compliance

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (337 reviews) | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | 8.2 (336 reviews) | 
| **Auditing** | Not enough data | 8.1 (334 reviews) | 

#### Customer Support

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (311 reviews) | 
| **Suggestions** | Not enough data | 8.2 (312 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (310 reviews) | 

#### Data Security

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | 8.4 (336 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Integrations** | Not enough data | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.4 (315 reviews) | 
| **Performance and Reliability** | Not enough data | 8.5 (313 reviews) | 

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | 

### Data Governance

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 8.9/10 | 11 |
| **Zoho Desk** | N/A | N/A |

#### Administration

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Modelling** | 9.2 (8 reviews) | Not enough data | 
| **Recommendations** | 8.8 (7 reviews) | Not enough data | 
| **Workflow Management** | 8.1 (7 reviews) | Not enough data | 
| **Dashboards and Visualizations** | 8.3 (7 reviews) | Not enough data | 

#### Management

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Business Glossary** | 8.3 (7 reviews) | Not enough data | 
| **Data Discovery** | 9.0 (7 reviews) | Not enough data | 
| **Data Profililng** | 8.8 (8 reviews) | Not enough data | 
| **Reporting and Visualization** | 8.3 (7 reviews) | Not enough data | 
| **Data Lineage** | 8.3 (6 reviews) | Not enough data | 

#### Compliance

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Sensitive Data Compliance** | 9.4 (8 reviews) | Not enough data | 
| **Training and Guidelines** | 9.0 (7 reviews) | Not enough data | 
| **Policy Enforcement** | 9.3 (7 reviews) | Not enough data | 
| **Compliance Monitoring** | 10.0 (6 reviews) | Not enough data | 

#### Security

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Access Control** | 9.3 (7 reviews) | Not enough data | 
| **Roles Management** | 8.8 (7 reviews) | Not enough data | 
| **Compliance Management** | 9.3 (7 reviews) | Not enough data | 

#### Data Quality

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Preparation** | 9.4 (8 reviews) | Not enough data | 
| **Data Distribution** | 8.8 (7 reviews) | Not enough data | 
| **Data Unification** | 9.7 (10 reviews) | Not enough data | 

#### Maintainence

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Quality Management** | 9.0 (7 reviews) | Not enough data | 
| **Policy Management** | 9.0 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.1 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (7 reviews) | Not enough data | 

#### Agentic AI - Data Governance

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (7 reviews) | Not enough data | 
| **Multi-step Planning** | 8.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (7 reviews) | Not enough data | 
| **Adaptive Learning** | 9.0 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Decision Making** | 9.4 (6 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.2 (579 reviews) | 
| **Open Listening** | Not enough data | 8.0 (558 reviews) | 
| **Physical Media** | Not enough data | Feature Not Available | 

#### Design

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.9 (547 reviews) | 
| **Create Content** | Not enough data | 7.7 (556 reviews) | 
| **Personalization** | Not enough data | 8.1 (554 reviews) | 
| **Inbound Identification** | Not enough data | 8.1 (550 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.1 (533 reviews) | 

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (428 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (448 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (442 reviews) | 
| **Two-Way Communication** | Not enough data | 8.3 (434 reviews) | 

#### Reporting

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (431 reviews) | 
| **Trend Analysis** | Not enough data | 8.2 (416 reviews) | 
| **Performance Monitoring** | Not enough data | 8.3 (423 reviews) | 

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (329 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (324 reviews) | 

### Customer Data Platform (CDP)

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 8.8/10 | 103 |
| **Zoho Desk** | N/A | N/A |

#### Data Sourcing

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Enrichment** | 8.9 (35 reviews) | Not enough data | 
| **Expandability** | 9.3 (89 reviews) | Not enough data | 
| **Content Marketing** | 8.5 (28 reviews) | Not enough data | 
| **Multiple Devices** | 9.1 (30 reviews) | Not enough data | 

#### Intelligence

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Marketing Metrics** | 8.7 (32 reviews) | Not enough data | 
| **Predictive Modeling** | 8.7 (29 reviews) | Not enough data | 
| **Recommendation Engine** | 8.5 (32 reviews) | Not enough data | 

### Audience Intelligence Platforms

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 9.6/10 | 15 |
| **Zoho Desk** | N/A | N/A |

#### Audiences

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Audience Insights** | 10.0 (7 reviews) | Not enough data | 
| **Influencer Identification** | 9.2 (6 reviews) | Not enough data | 
| **Buyer Personas** | 9.6 (8 reviews) | Not enough data | 
| **Segmentation** | 9.7 (10 reviews) | Not enough data | 

#### Data Analysis

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Network Analysis** | 9.2 (6 reviews) | Not enough data | 
| **Dashboards** | 9.4 (6 reviews) | Not enough data | 
| **Visualizations** | 9.7 (6 reviews) | Not enough data | 
| **Advanced Filtering** | 9.3 (7 reviews) | Not enough data | 

#### Administration

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Marketing Integrations** | 9.3 (9 reviews) | Not enough data | 
| **Ad Integrations** | 9.4 (6 reviews) | Not enough data | 
| **Data Exporting** | 9.2 (6 reviews) | Not enough data | 

#### Agentic AI - Audience Intelligence Platforms

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.9 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (11 reviews) | Not enough data | 
| **Adaptive Learning** | 8.9 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 8.9 (6 reviews) | Not enough data | 

### Master Data Management (MDM)

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 10.0/10 | 6 |
| **Zoho Desk** | N/A | N/A |

#### Management

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Hierarchy Management** | Not enough data | Not enough data | 
| **Reference Data Management** | Not enough data | Not enough data | 
| **Data Lineage** | Not enough data | Not enough data | 
| **Metadata Management** | Not enough data | Not enough data | 

#### Functionality 

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Multi-Domain** | Not enough data | Not enough data | 
| **Match & Merge** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **User Interface** | Not enough data | Not enough data | 

#### Security

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Data Governance** | 10.0 (5 reviews) | Not enough data | 
| **Data Masking** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.5/10 | 3389 |

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (175 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.8 (718 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.7 (759 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.6 (658 reviews) | 
| **In-App Messaging** | Not enough data | 8.6 (631 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.3 (355 reviews) | 

####  Internal Use

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Customization ** | Not enough data | 8.2 (2765 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | Feature Not Available | 
| **Lead Development** | Not enough data | 8.4 (454 reviews) | 
| **Knowledge Base** | Not enough data | 8.7 (713 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.6 (692 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.6 (706 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.0/10 | 1876 |

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.5 (1515 reviews) | 
| **Searchable Articles** | Not enough data | 8.4 (1469 reviews) | 
| **Community Forums** | Not enough data | 8.1 (1276 reviews) | 
| **Mobile Optimization** | Not enough data | 8.1 (769 reviews) | 
| **Personalization** | Not enough data | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Branding** | Not enough data | 8.3 (840 reviews) | 
| **Automation** | Not enough data | 8.3 (817 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.8 (730 reviews) | 
| **Integrations** | Not enough data | 8.2 (765 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.7 (79 reviews) | 
| **Multi-step Planning** | Not enough data | 7.7 (80 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (79 reviews) | 
| **Adaptive Learning** | Not enough data | 7.8 (84 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (82 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (80 reviews) | 
| **Decision Making** | Not enough data | 7.7 (84 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.2 (121 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (118 reviews) | 

#### Process

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Mentions** | Not enough data | 8.7 (491 reviews) | 
| **Tickets** | Not enough data | 9.0 (638 reviews) | 
| **Macros** | Not enough data | 8.5 (490 reviews) | 

#### Channels

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Email** | Not enough data | 9.0 (627 reviews) | 
| **Social** | Not enough data | 8.5 (545 reviews) | 
| **Live Chat** | Not enough data | 8.7 (516 reviews) | 
| **Phone** | Not enough data | 8.6 (459 reviews) | 
| **Text** | Not enough data | 8.8 (485 reviews) | 

#### Insight

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Surveys** | Not enough data | 8.7 (494 reviews) | 
| **Reporting** | Not enough data | 8.9 (546 reviews) | 
| **Visitor Activity** | Not enough data | 8.8 (516 reviews) | 
| **Help Desk** | Not enough data | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (186 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (185 reviews) | 

### Identity Resolution

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | 8.4/10 | 16 |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - Firewall Software

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (15 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (15 reviews) | Not enough data | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Salesforce Data 360 (formerly Data Cloud)** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories

**Unique to Salesforce Data 360 (formerly Data Cloud) (7):** [Audience Intelligence Platforms ](https://www.g2.com/categories/audience-intelligence-platforms), [Identity Resolution Software](https://www.g2.com/categories/identity-resolution), [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp), [Data Management Platforms (DMP)](https://www.g2.com/categories/data-management-platform-dmp), [Master Data Management (MDM) Tools](https://www.g2.com/categories/master-data-management-mdm), [Data Governance Tools](https://www.g2.com/categories/data-governance-tools), [Data Management Software](https://www.g2.com/categories/data-management-software)

**Unique to Zoho Desk (10):** [Help Desk Software](https://www.g2.com/categories/help-desk), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Salesforce Data 360 (formerly Data Cloud) | Zoho Desk | 
|---|---|---|
| **Small-Business** | 19.6% | 73.1% | 
| **Mid-Market** | 39.9% | 23.4% | 
| **Enterprise** | 40.5% | 3.5% | 

### By Industry

#### Salesforce Data 360 (formerly Data Cloud)

- **Information Technology and Services:** 13.8%
- **Financial Services:** 8.6%
- **Computer Software:** 7.8%
- **Manufacturing:** 5.6%
- **Consulting:** 5.2%
- **Hospital & Health Care:** 3.7%
- **Marketing and Advertising:** 3.7%
- **Non-Profit Organization Management:** 3.4%
- **Computer & Network Security:** 3.0%
- **Retail:** 3.0%
- **Other:** 42.2%

#### Zoho Desk

- **Information Technology and Services:** 18.0%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 3.0%
- **Marketing and Advertising:** 2.5%
- **Education Management:** 2.4%
- **Accounting:** 2.3%
- **Consumer Services:** 2.2%
- **Other:** 47.6%

---
## Alternatives

### Alternatives to Salesforce Data 360 (formerly Data Cloud)

- [Twilio Segment](https://www.g2.com/products/twilio-segment/reviews) — 4.5/5 stars (567 reviews)
- [Tealium](https://www.g2.com/products/tealium-2026-07-21/reviews) — 4.4/5 stars (478 reviews)
- [Hightouch](https://www.g2.com/products/hightouch/reviews) — 4.6/5 stars (399 reviews)
- [Insider One](https://www.g2.com/products/insider-one/reviews) — 4.8/5 stars (1413 reviews)
- [Klaviyo](https://www.g2.com/products/klaviyo/reviews) — 4.5/5 stars (1357 reviews)
- [Bloomreach](https://www.g2.com/products/bloomreach-bloomreach/reviews) — 4.6/5 stars (774 reviews)
- [WebEngage](https://www.g2.com/products/webengage/reviews) — 4.5/5 stars (767 reviews)
- [Dotdigital](https://www.g2.com/products/dotdigital/reviews) — 4.4/5 stars (1228 reviews)
- [Databricks](https://www.g2.com/products/databricks/reviews) — 4.6/5 stars (1348 reviews)
- [Customer.io](https://www.g2.com/products/customer-io/reviews) — 4.4/5 stars (869 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2500 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7001 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)

---
## Top Discussions

### Salesforce Data 360 (formerly Data Cloud)

No discussions available for this product.

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/salesforce-data-360-formerly-data-cloud-vs-zoho-desk)