We performed a comparison between Salesforce Service Cloud and SolarWinds Web Help Desk 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."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."
"The complexity of the solution is very less."
"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 product's initial setup phase was straightforward."
"It is a stable product."
"It's a cloud tool, so it is easy to set up."
"The most valuable feature of the solution is the traceability of actions."
"Once installed, it runs like a charm and doesn't ever crash."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"SolarWinds is scalable as far as adding devices and servers."
"The documentation could be improved."
"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 solution’s user interface could be improved."
"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."
"Salesforce Service Cloud's report functionality could be improved."
"The product's high price is an area of concern where improvements are required."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The pricing for what Salesforce Service Cloud offers is not great."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"It would be good if there were training and tutorial videos on the Web Help Desk."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 41 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. Salesforce Service Cloud is rated 8.4, while SolarWinds Web Help Desk 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus. See our Salesforce Service Cloud vs. SolarWinds Web Help Desk report.
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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.
