Datto Autotask PSA vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 8.1 out of 10
N/A
Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).N/A
Salesforce Service Cloud
Score 8.8 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
Datto Autotask PSASalesforce 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
Autotask PSASalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Datto Autotask PSASalesforce Service Cloud
Considered Both Products
Autotask PSA
Chose Datto Autotask PSA
Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Salesforce Service Cloud

No answer on this topic

Top Pros
Top Cons
Features
Datto Autotask PSASalesforce Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Salesforce Service Cloud
8.7
72 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.970 Ratings
Expert directory00 Ratings8.251 Ratings
Subscription-based notifications00 Ratings8.960 Ratings
ITSM collaboration and documentation00 Ratings8.456 Ratings
Ticket creation and submission00 Ratings9.270 Ratings
Ticket response00 Ratings8.869 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Datto Autotask PSA
-
Ratings
Salesforce Service Cloud
8.7
68 Ratings
14% above category average
External knowledge base00 Ratings8.860 Ratings
Internal knowledge base00 Ratings8.766 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Datto Autotask PSA
-
Ratings
Salesforce Service Cloud
8.8
72 Ratings
16% above category average
Customer portal00 Ratings8.751 Ratings
IVR00 Ratings8.533 Ratings
Social integration00 Ratings8.645 Ratings
Email support00 Ratings9.471 Ratings
Help Desk CRM integration00 Ratings8.963 Ratings
Best Alternatives
Datto Autotask PSASalesforce Service Cloud
Small Businesses
HaloPSA
HaloPSA
Score 8.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datto Autotask PSASalesforce Service Cloud
Likelihood to Recommend
7.7
(29 ratings)
9.1
(78 ratings)
Likelihood to Renew
9.0
(1 ratings)
9.7
(7 ratings)
Usability
9.0
(1 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(23 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
8.4
(4 ratings)
7.0
(20 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
User Testimonials
Datto Autotask PSASalesforce Service Cloud
Likelihood to Recommend
Kaseya
In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
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Salesforce
Customer service can be simple across teams with email and cases. Because Salesforce Service Cloud offers numerous features and is endlessly configurable, it pays to work with certified Salesforce Admins who can clearly understand your organizational needs and both built-in and options from third-party apps and integrations. For example, make sure any telephony integration supports Salesforce Omni-Channel if you plan to use more than email and phone channels.
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Pros
Kaseya
  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
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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
Kaseya
  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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Salesforce
  • A free trial would be extremely valuable to customers who are not able to commit to a full plan.
  • The pricing of this program is not priced competitively with other similar services.
  • Can be quite time consuming to maintain.
  • Not user friendly if you aren’t tech savvy/familiar with software.
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Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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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
Kaseya
The work flow is much better then other competitors
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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
Kaseya
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
Kaseya
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
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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Salesforce
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.
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Implementation Rating
Kaseya
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
Kaseya
The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
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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
Kaseya
  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
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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