We performed a comparison between Cherwell Service Management and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It is a stable product."
"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."
"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."
"It's a cloud tool, so it is easy to set up."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The product's initial setup phase was straightforward."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Salesforce Service Cloud's report functionality could be improved."
"The product's high price is an area of concern where improvements are required."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"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 documentation could be improved."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. Cherwell Service Management is rated 7.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
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