15 Ratings
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Score 8.8 out of 101
Top Rated
196 Ratings
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Score 8.6 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.
Matt Gibson profile photo

Salesforce Service Cloud

Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Salesforce Service Cloud
8.9
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Salesforce Service Cloud
9.1
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
9.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
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
8.7
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.4
Ticket response
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Salesforce Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
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
8.4
External knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.6
Internal knowledge base
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.1

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.9
Customer portal
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.9
IVR
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.1
Social integration
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.7
Email support
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
8.9
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Salesforce Service Cloud
9.2

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Service Cloud is easy to use whether you're inputing data or trying to access it.
  • By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
  • The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
  • Performance can fluctuate in a shared environment.
  • Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
Hans Hong profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
Salesforce Service Cloud9.2
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.
No photo available

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 Cloud9.0
Based on 4 answers
Ease of use and great customer support and training documentation
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.
No photo available

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino 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.
No photo available

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • Service Cloud has assisted us in identifying where we need more people to address customer service requests.
  • Service Cloud, over time, will help us to identify where we can automate highly repetitive inquiries, such as requests for documentation, which is a positive ROI.
  • The administering of Service Cloud and revising our setup to optimize for our use case has resulted in a greater need for a Service Cloud Administrator, which was not figured into our implementation, so that is negative on ROI.
Jack Pennuto profile photo

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