Apache Tomcat vs. Salesforce Agentforce Service

Excellent value for companies wishing to host Java applications in the cloud. Utilizing hosting tools such as load balancers and network and application firewalls, Tomcat can be part of a powerful system to host web applications to thousands of users. There has been consistency in the development and support of Tomcat since its initial release in the late '90s and the best commonalities have been carried forward. If you host Java web applications, Tomcat is as good as any for an application server.

Incentivized

I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.

Incentivized

• Fast to start up, which is useful when we need to just check that our changes are working correctly.
• Free, which allows us to not be involved with the finance/legal team about using it.
• Bundled with Spring Boot, which makes it even more convenient for our testing.

Incentivized

• Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
• The omnichannel routing, using skill-based routing is really effective.
• Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

Incentivized

• Using tomcat manager to troubleshoot is not very informative. Error messages are vague, you have to dig into log files for more information about the problems.
• Is great for simple web applications, but may not work for heavy development which may require a full J2EE stack, might like JBoss better.
• Security in tomcat is not straightforward, as I discovered that you have to understand how to set up realms in tomcat in order to hash passwords, which I was not overly familiar with, which is a big deal when setting up users in the tomcat-users.xml file.

Incentivized

• We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.

Incentivized

We have a huge knowledge of the product within our company and we're satisfied with the performance.

Incentivized

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.

Tomcat has a very rich API set which allows us to implement our automation script to trigger the deployment, configure, stop and start Tomcat from the command line. In our projects, we embedded Tomcat in our Eclipse in all of the developer's machines so they could quickly verify their code with little effort, Azure Webapp has strong support for Tomcat so we could move our application to Azure cloud very easy. One drawback is Tomcat UI quite poorly features but we almost do not use it.

Incentivized

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.

Incentivized

Tomcat doesn't have a built-in watchdog that ensures restart upon failure, so you have to provide it externally. A very good solution is java service wrapper. The community edition is able to restart Tomcat upon out of memories exceptions.

Incentivized

Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.

Incentivized

Tomcat support to customize memory used and allow us to define the Connection pool and thread pool to increase system performance and availability, Tomcat server itself consume very little memory and almost no footprint. We use Tomcat in our production environment which has up to thousands of concurrent users and it is stable and provides a quick response.

Incentivized

The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce

Incentivized

Well, in actuality, I have never needed support for Apache Tomcat since it is configured and ready-to-go with no configuration needed on my end.

Incentivized

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

Incentivized

Eclipse Jetty is the best alternative for Apache Tomcat because which is also an open-source and lightweight servlet container like Tomcat. A major advantage of this over Tomcat is that Jetty server can easily be embedded with the source code of web applications. Since it requires less memory to operate, you may realize that it is very efficient.

Incentivized

We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.

Incentivized

It's very easy to add instances to an existing deployment and, using apache with mod proxy balancer, to scale up the serving farm

Incentivized

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

Incentivized

• Tomcat is cheap and very quick to deploy, so it has benefited much when situation needs applications to be deployed quickly without wasting time on licensing and installations.
• Plenty of documentation available so no vendor training is required. Support contract is not needed as well.

Incentivized

• We have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

Incentivized