17 Ratings
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Score 9 out of 100
Top Rated
326 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • Agiloft Flexible Service Desk Suite ranks higher in 1 feature set: Incident and problem management

Incident and problem management

9.4

Agiloft Flexible Service Desk Suite

94%
7.6

Salesforce Service Cloud

76%
Agiloft Flexible Service Desk Suite ranks higher in 5/9 features

Organize and prioritize service tickets

10.0
100%
2 Ratings
8.3
83%
55 Ratings

Service restoration

10.0
100%
2 Ratings
N/A
0 Ratings

Self-service tools

10.0
100%
2 Ratings
N/A
0 Ratings

Subscription-based notifications

10.0
100%
1 Rating
7.1
71%
47 Ratings

ITSM reports and dashboards

7.1
71%
2 Ratings
N/A
0 Ratings

Expert directory

N/A
0 Ratings
7.1
71%
40 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
7.2
72%
42 Ratings

Ticket creation and submission

N/A
0 Ratings
8.0
80%
56 Ratings

Ticket response

N/A
0 Ratings
8.0
80%
55 Ratings

ITSM asset management

9.0

Agiloft Flexible Service Desk Suite

90%

Salesforce Service Cloud

Feature Set Not Supported
N/A
Agiloft Flexible Service Desk Suite ranks higher in 2/2 features

Configuration mangement

8.1
81%
2 Ratings
N/A
0 Ratings

Policy and contract enforcement

10.0
100%
2 Ratings
N/A
0 Ratings

Change management

10.0

Agiloft Flexible Service Desk Suite

100%

Salesforce Service Cloud

Feature Set Not Supported
N/A
Agiloft Flexible Service Desk Suite ranks higher in 2/2 features

Change requests repository

10.0
100%
2 Ratings
N/A
0 Ratings

Service-level management

10.0
100%
2 Ratings
N/A
0 Ratings

Self Help Community

Agiloft Flexible Service Desk Suite

Feature Set Not Supported
N/A
7.0

Salesforce Service Cloud

70%
Salesforce Service Cloud ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.8
68%
46 Ratings

Internal knowledge base

N/A
0 Ratings
7.3
73%
51 Ratings

Multi-Channel Help

Agiloft Flexible Service Desk Suite

Feature Set Not Supported
N/A
7.7

Salesforce Service Cloud

77%
Salesforce Service Cloud ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.4
74%
39 Ratings

IVR

N/A
0 Ratings
7.3
73%
25 Ratings

Social integration

N/A
0 Ratings
7.9
79%
34 Ratings

Email support

N/A
0 Ratings
8.0
80%
56 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.1
81%
49 Ratings

Attribute Ratings

  • Agiloft Flexible Service Desk Suite is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Salesforce Service Cloud is rated higher in 3 areas: Likelihood to Renew, Usability, Availability

Likelihood to Recommend

10.0

Agiloft Flexible Service Desk Suite

100%
12 Ratings
8.1

Salesforce Service Cloud

81%
62 Ratings

Likelihood to Renew

8.9

Agiloft Flexible Service Desk Suite

89%
9 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

7.3

Agiloft Flexible Service Desk Suite

73%
2 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

8.6

Agiloft Flexible Service Desk Suite

86%
4 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

Agiloft Flexible Service Desk Suite

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

9.1

Agiloft Flexible Service Desk Suite

91%
4 Ratings
7.4

Salesforce Service Cloud

74%
29 Ratings

Online Training

Agiloft Flexible Service Desk Suite

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

Pros

Agiloft Flexible Service Desk Suite

  • 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 | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

Agiloft Flexible Service Desk Suite

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

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

Starting Price

$65 per month

Agiloft Flexible Service Desk Suite Editions & Modules

Edition
Free Trial$01
ProfessionalContact sales team
Professional ExtendedContact sales team
EnterpriseContact sales team
Enterprise ExtendedContact sales team
  1. per license/per month
  2. none
Additional Pricing Details

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
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 | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.6
Based on 4 answers
No answer on this topic is available.

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
Based on 4 answers
We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions.The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.
Elizabeth Lepisto | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Agiloft Flexible Service Desk Suite

Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.
Steve Theroux | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Return on Investment

Agiloft Flexible Service Desk Suite

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson | TrustRadius Reviewer

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

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