We performed a comparison between Salesforce Sales Cloud, Salesforce Service Cloud, and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."Salesforce is a very powerful tool which helps us to build that through tools like Process Builder or Flows, or even write code to achieve these scenarios."
"The most valuable features of Salesforce Sales Cloud are ease of use. It is very simple for the sales team to use. You can integrate it with a lot of other systems."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"The ability to work on it from anywhere is most valuable. All you need is a computer, a browser, and an internet connection to access your instance. It can be accessed from anywhere, which is pretty cool and user-friendly."
"There is a ton of information on the dashboard. Reports are also there for us. We can analyze information across the team and across a period, such as quarterly or annually."
"The reporting features are useful."
"It is a very good tool. There are a lot of interesting features. It is one of the best solutions."
"Contact records are most valuable."
"The interface is quite user-friendly."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It's a cloud tool, so it is easy to set up."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It is a stable product."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It is an easy-to-use solution."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"When importing from other apps, it gets messy."
"In the next release, I would like to see more integration."
"Sometimes they refresh the production environment, which can be a bit of a challenge."
"There are things that could be improved with respect to file sharing. There is a limited file size."
"With the solution being very vast, they need to prioritize features."
"The high price of the product is an area of concern where improvements are required."
"Its licensing can be improved to accommodate small companies. They provide a certain number of licenses in a set or batch, and you have to buy the set. For example, if they have 20 licenses in a set, you have to get the whole set, even if you need just three licenses, which could be a barrier for small companies. There is no option to buy fewer licenses. So, small companies have to go for a smaller CRM, such as HubSpot."
"The licensing price could be cheaper."
"The integrations with other solutions can be improved."
"The documentation could be improved."
"The main concern for me revolves around the speed of certain integrations."
"The product's high price is an area of concern where improvements are required."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The pricing for what Salesforce Service Cloud offers is not great."
"The pricing of the solution can be made cheaper."
"There is room for improvement in pricing."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
