We performed a comparison between Salesforce Service Cloud and Vtiger CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"It is a stable product."
"The product's initial setup phase was straightforward."
"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 interface is quite user-friendly."
"The most valuable feature of Vtiger CRM is automation."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
"The product's high price is an area of concern where improvements are required."
"The main concern for me revolves around the speed of certain integrations."
"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 documentation could be improved."
"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."
"The integrations with other solutions can 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 mobile design could improve in Vtiger CRM. It could be more user-friendly."
"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."
Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews while Vtiger CRM is ranked 31st in CRM with 3 reviews. Salesforce Service Cloud is rated 8.6, while Vtiger CRM 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 Vtiger CRM writes "A modular, easy-to-use solution that needs to improve support and include automation". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Vtiger CRM is most compared with Odoo.
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