Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Salesforce Service Cloud

Top Rated
191 Ratings
Score 8.5 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
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Salesforce Service Cloud

Service Cloud Is great for any scenario where case management is needed and seamless integration to the CRM is desired. Service Cloud and its features may be less useful for the commercial side of the organization, though I know some non-support users that use the Service Cloud setup for accessing all aspects of SFDC because they like the interface more than Sales Cloud.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Salesforce Service Cloud
8.8
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Salesforce Service Cloud
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
9.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Salesforce Service Cloud
Expert directory
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
7.8
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.5
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.3
Ticket response
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Salesforce Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Salesforce Service Cloud
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Salesforce Service Cloud

Change management

Agiloft Flexible Service Desk Suite
9.8
Salesforce Service Cloud
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Salesforce Service Cloud
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud

Self Help Community

Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.3
External knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.1

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.8
Customer portal
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.6
IVR
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.0
Social integration
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.4
Email support
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.7
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.0

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
  • Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
  • Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
  • Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
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Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
  • This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
    for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case.
  • Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
Salesforce Service Cloud9.1
Based on 4 answers
We love this platform and it's versatility.
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Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
Salesforce Service Cloud8.9
Based on 4 answers
The system is pretty intuitive and easy to learn once you learn some new terminology.
No photo available

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Salesforce Service Cloud4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
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Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
I haven't truly dove into any other platform like this. Being a Salesforce user myself and an implementation specialist of the Salesforce platform, I will always suggest Salesforce to any business, as a whole. But if they also have a need to use a support and service management tool to help their current business processes or needs, then i would absolutely suggest Salesforce Service Cloud.
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Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
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  • Helps you find verticals
  • Great for sales funnel
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Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Salesforce Service Cloud

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details