We performed a comparison between ManageEngine ServiceDesk Plus and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I rate the solution a ten out of ten for scalability."
"Incident Management is a good feature."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The strength is its pricing. It is easy to use."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"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."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It is a stable product."
"The most valuable feature of the solution is the traceability of actions."
"The complexity of the solution is very less."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The UI for the app needs improvement."
"Improvement is needed in the Software Assets Management functionality."
"The product's asset management tool needs improvement."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"There's no native integrations between the systems."
"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."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 42 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our ManageEngine ServiceDesk Plus vs. Salesforce Service Cloud report.
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