Salesforce Service Cloud vs Samanage comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Salesforce Service Cloud and Samanage based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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 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.""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 product's initial setup phase was straightforward.""The plug-ins that work with other standard systems have made the product industry-ready.""The most valuable feature of Salesforce Service Cloud is its ease of use.""The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.""We use Salesforce Service Cloud for lead management and opportunity management."

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"The solution has a great filtering feature."

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Cons
"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.""Salesforce Service Cloud's report functionality could be improved.""The documentation could be improved.""The pricing of the solution can be made cheaper.""The main concern for me revolves around the speed of certain integrations.""The integrations with other solutions can be improved.""The pricing for what Salesforce Service Cloud offers is not great.""There is room for improvement in pricing."

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"The system shuts down about once a month which is frustrating."

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Pricing and Cost Advice
  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
    Top Answer:The solution has a great filtering feature.
    Top Answer:We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI… more »
    Top Answer:Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage.
    Ranking
    9th
    out of 59 in Help Desk Software
    Views
    726
    Comparisons
    611
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    26th
    out of 59 in Help Desk Software
    Views
    358
    Comparisons
    237
    Reviews
    1
    Average Words per Review
    298
    Rating
    8.0
    Comparisons
    Also Known As
    Service Cloud
    Learn More
    Overview

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    "Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
    Sample Customers
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
    Top Industries
    REVIEWERS
    Manufacturing Company33%
    Marketing Services Firm11%
    Computer Software Company11%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    VISITORS READING REVIEWS
    Construction Company16%
    Financial Services Firm11%
    Computer Software Company10%
    Government9%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise12%
    Large Enterprise61%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Salesforce Service Cloud is ranked 9th in Help Desk Software with 38 reviews while Samanage is ranked 26th in Help Desk Software with 2 reviews. Salesforce Service Cloud is rated 8.6, while Samanage 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 Samanage writes "Great filtering feature and a good analytics dashboard". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, JIRA Service Management and BSI, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.

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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.