We performed a comparison between Salesforce Service Cloud and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"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."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The main concern for me revolves around the speed of certain integrations."
"There is room for improvement in pricing."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The pricing of the solution can be made cheaper."
"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 solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Salesforce Service Cloud is rated 8.6, while Serviceaide ChangeGear is rated 7.6. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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