Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AppDynamics
Score 8.2 out of 10
N/A
AppDynamics is an APM and Mobile APM program, with application mapping and predictive capabilities. These capacities enable automated remediation and code-level diagnostics in real time. It can be deployed on-premise or as a SaaS.N/A
Salesforce Service Cloud
Score 8.7 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
AppDynamicsSalesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
AppDynamicsSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
AppDynamicsSalesforce Service Cloud
Application Performance Management
Comparison of Application Performance Management features of Product A and Product B
AppDynamics
8.4
59 Ratings
10% above category average
Salesforce Service Cloud
-
Ratings
Application monitoring9.359 Ratings00 Ratings
Database monitoring7.758 Ratings00 Ratings
Threshold alerts9.058 Ratings00 Ratings
Predictive capabilities7.757 Ratings00 Ratings
Application performance management console8.857 Ratings00 Ratings
Collaboration tools7.947 Ratings00 Ratings
Server availability and performance monitoring8.430 Ratings00 Ratings
Server usage monitoring and capacity forecasting8.729 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
AppDynamics
-
Ratings
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings8.547 Ratings
Subscription-based notifications00 Ratings9.256 Ratings
ITSM collaboration and documentation00 Ratings8.452 Ratings
Ticket creation and submission00 Ratings9.266 Ratings
Ticket response00 Ratings8.865 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
AppDynamics
-
Ratings
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
External knowledge base00 Ratings9.157 Ratings
Internal knowledge base00 Ratings9.062 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
AppDynamics
-
Ratings
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Customer portal00 Ratings8.948 Ratings
IVR00 Ratings8.531 Ratings
Social integration00 Ratings8.642 Ratings
Email support00 Ratings9.367 Ratings
Help Desk CRM integration00 Ratings9.259 Ratings
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AppDynamicsSalesforce Service Cloud
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Score 8.7 out of 10
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User Ratings
AppDynamicsSalesforce Service Cloud
Likelihood to Recommend
8.8
(59 ratings)
9.0
(74 ratings)
Likelihood to Renew
9.1
(2 ratings)
9.5
(6 ratings)
Usability
-
(0 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(19 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
8.1
(6 ratings)
7.0
(20 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
User Testimonials
AppDynamicsSalesforce Service Cloud
Likelihood to Recommend
Cisco
Platforms for software as a service (SaaS) frequently cater to a large number of users with a variety of needs and usage patterns. Because AppDynamics offers multi-tenant monitoring capabilities to track performance across various customer environments, it is a good choice for SaaS platform monitoring. SaaS providers can maximize resource utilization, proactively detect and resolve performance issues, and provide a dependable and consistent user experience for their clients with AppDynamics.
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Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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Pros
Cisco
  • AppDynamics delves deeply into traceability and profiling at the code level. By identifying and refactoring any hidden performance hogs in our code, we can directly observe the performance improvements.
  • AppDynamics provides real-time dashboards and in-depth insights into each layer of the application stack, lifting the curtain on performance.
  • AppDynamics gives us the ability to proactively detect and resolve performance issues. We are able to keep things running smoothly for our users and stop outages.
  • We can monitor stability and performance prior to, during, and following releases with AppDynamics, which helps to minimize regression risks and facilitate smooth rollouts.
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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
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Cons
Cisco
  • Improving the clarity and comprehensiveness of the documentation could benefit users. Clearer documentation ensures that users can make the most of all the functionalities
  • Leverages AI and machine learning for intelligent insights, aiding in issue identification and prediction.
  • Competitive, with AI-driven features becoming increasingly common in APM solutions.
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Salesforce
  • 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.
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Likelihood to Renew
Cisco
its working for us, we are familiar and comfortable with the tool and its proven valuable/indispensable in helping evaluate our code.
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Salesforce
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.
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Usability
Cisco
No answers on this topic
Salesforce
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.
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Reliability and Availability
Cisco
No answers on this topic
Salesforce
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.
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Performance
Cisco
No answers on this topic
Salesforce
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.
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Support Rating
Cisco
AppDynamics has its own community site that includes forums and a knowledge base. On the forums, you can converse with other members of the community and ask technical questions as you have them. Though this forum isn’t filled with people there are active members for you to gain some valuable insights.
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Salesforce
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.
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Implementation Rating
Cisco
No answers on this topic
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Alternatives Considered
Cisco
It is distinguished from these programs because the platform provides visualizations of application processes, showing the interplay between various parts and services. Understanding the architecture of complicated apps and finding their weak spots is greatly aided by this.
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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Return on Investment
Cisco
  • AppDynamics has played a pivotal role in optimizing our applications for a seamless user experience. The proactive monitoring and quick issue resolution have translated into improved user satisfaction and increased retention rates.
  • The initial cost and effort associated with implementing AppDynamics might be considered a negative impact, particularly for organizations with budget constraints. However, the long-term benefits have justified this initial investment.
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Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center