We performed a comparison between Salesforce Service Cloud and Spiceworks 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."Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"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's a cloud tool, so it is easy to set up."
"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 product's initial setup phase was straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The most valuable feature of the solution is the traceability of actions."
"It is a stable product."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"The solution is easy to use and easy to manage."
"It was easy to integrate Spiceworks with our existing setup."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The most valuable features are the inventory and personalization."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"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."
"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 solution’s user interface could be improved and enhanced."
"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 main concern for me revolves around the speed of certain integrations."
"There is room for improvement in pricing."
"The product's high price is an area of concern where improvements are required."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"The GUI must be improved."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"The SNMP sniffer requires a lot of work to get right."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 42 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. Salesforce Service Cloud is rated 8.6, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our Salesforce Service Cloud vs. Spiceworks report.
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