We performed a comparison between Salesforce Service Cloud and TOPdesk 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 interface is quite user-friendly."
"The complexity of the solution is very less."
"It is a stable product."
"The product's initial setup phase was straightforward."
"It's a cloud tool, so it is easy to set up."
"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."
"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."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"It is an easy-to-use solution."
"The integrations with other solutions can be improved."
"The documentation could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The pricing of the solution can be made cheaper."
"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."
"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 should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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."
"Change management implementation, facility management, and making reservations on assets can be improved."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"It is time-consuming to add new users."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. Salesforce Service Cloud is rated 8.6, while TOPdesk 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our Salesforce Service Cloud vs. TOPdesk report.
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