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Top Rated
218 Ratings
15 Ratings
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Score 9.2 out of 101

Salesforce Service Cloud

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Top Rated
218 Ratings
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Score 8.6 out of 101

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 profile photo

Salesforce Service Cloud

If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
Salesforce Service Cloud
8.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
8.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
Salesforce Service Cloud
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
8.5
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
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
9.1
Ticket response
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
Salesforce Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
Salesforce Service Cloud
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Salesforce Service Cloud

Change management

Agiloft Flexible Service Desk Suite
9.9
Salesforce Service Cloud
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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
8.6
External knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.9
Internal knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.4

Multi-Channel Help

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

Pros

Agiloft Flexible Service Desk Suite

  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
Steve Theroux profile photo

Salesforce Service Cloud

  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
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Cons

Agiloft Flexible Service Desk Suite

  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
Steve Theroux profile photo

Salesforce Service Cloud

  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo

Salesforce Service Cloud

Salesforce Service Cloud 9.4
Based on 4 answers
We love this platform and it's versatility.
No photo available

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 profile photo

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
The system is pretty intuitive and easy to learn once you learn some new terminology.
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Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
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 Cloud

Salesforce Service Cloud 4.0
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

Agiloft Flexible Service Desk Suite

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
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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 profile photo

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
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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

Add comparison