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
Wrike
Score 8.6 out of 10
Mid-Size Companies (51-1,000 employees)
Wrike is a project management and collaboration software. This solution connects tasks, discussions, and emails to the user’s project plan. Wrike is optimized for agile workflows and aims to help resolve data silos, poor visibility into work status, and missed deadlines and project failures.
$0
per month per user
Pricing
Salesforce Agentforce Service
Wrike
Editions & Modules
Starter Suite
$25
per month
Pro Suite
$100
per month per user
Enterprise
$165
per month per user
Unlimited
$330
per month per user
Agentforce 1
$550
per month per user
Wrike Free
$0
per month per user
Wrike Team
$10
per month (billed annually) per user (2-15 users)
Wrike Business
$25
per month (billed annually) per user (5-200 users)
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Offerings
Pricing Offerings
Salesforce Agentforce Service
Wrike
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Every premium plan begins with a 14-day trial period.
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as …
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 …
I evaluated ServiceNow also, but we didn’t see much customization kind of thing compared to Salesforce Service Cloud. And yeah, that’s it — I didn’t evaluate many other products because I’ve been working on this one for the last 14 years. I just evaluated a few things in that. …
I think Agentforce now got a lot of, I mean it will make our lives easier because there's a lot of automation going on at the same time. We're excited about Salesforce voice as well. That will help us in Service Cloud. So it's more of unified service for us that say a Service …
Evaluated ServiceNow. Evaluated Zendesk. We selected it primarily because we already had the Salesforce ecosystem and we didn't want to bring in another vendor. For us it was important to make sure that our data is only in so many different systems and so many different cloud …
Oh, now see, I forget the names of the other ones I've done. I mean I've used C4s, I've used some lower end ones too for local small business and I'd even recommend Salesforce for small business. Say pricing strategy for small businesses is harder for them to keep up with the …
Going back when this product was selected, they went through probably a two year evaluation process. We weren't personally a part of that obviously because we were on the implementation side, but they evaluated many products. Microsoft and Pega were the two main front runners …
I wasn't by the evaluation for years, so not that, but historically I've been here for 13 years, so not a lot, but previous company had a home built solutions for it, so they designed their own and built their own. But that was a big telco in the UK we had our own data centers …
I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is …
Zoho is not very real-time, it has limited integration capabilities, and the UI is not very satisfactory for any incoming customer. The performance is slow and impacts the overall customer journey. The data stored in the backend is slightly scattered and needs to be cleaned …
Salesforce is a really great case management tool. Made things a lot easier for our team. Wanted something fairly simple that had a variety of capabilities we could customize.
We used Salesforce for years, Left for Hubspot, and then came back to Salesforce (SF). As they say, don't fix it if it's not broken. Salesforce and customizing were better for us.
Salesforce Service Cloud offers deep integration with our current and expanding CRM data, along with numerous pre-built features that didn't exist in Kayako when we used it. (We used to use an instance Kayako installed in a private cloud environment.) Salesforce Service Cloud …
Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM …
I'm not at the level where I would be part of the decision making process for choosing a vendor or product for the organization. Every position I've held, I've come into a company that has already implemented or is in the process of implementing Salesforce. Honestly I would not …
Wrike has a broader application than task management apps like Toggl or Todoist. I do use Toggl as a basic time tracking software, however Wrike covers more ground. It is robust and user-friendly, and much less expensive than MS Project.
We used RoboHead prior to Wrike for document control and project management. Wrike is by far more advanced and interactive. It gives us so many more opportunities for communication.
Wrike's UI, combined with its low-cost solutions, has been the standout factor compared to the other options sought. They have multiple license types suited to different usage, a standout compared to others that don't leave you stuck paying high license fees for licenses you …
I utilized basecamp at my last position and I just remember it was extremely limited in what you could do. If I remember correctly there was no workflow integration of the platform, it was essentially just an app that you could create folders in that housed all of the files. No …
Cost and functionality. We were able to gain consensus on Wrike across numerous stakeholders. It may not be the best at everything but it's capable at a wide range of things.
Wrike was more capable that ProWorkflow (at least when we compared them several years ago) and more team/smaller workflow real time oriented than MS Project - where Project is better for detailed PM work. ClickUp is far more flexible and better value for a similar price at the …
our past products have been so hard to customize, streamline, and make work for all types of roles in the company. i feel like wrike is a great fit for everyone to work together well.
Honestly for me, it depends what you’re utilizing these tools for. In my experience, some of the other project management tools I’ve used the past such as Jira are way too complex for the use case we run into with our business. I feel like the overall goal of Wrike is to …
I think Wrike is very similar to other project management platforms such as Monday, Asana and Teamwork that I have used before. As they all provide strong tools for task and project organization, one feature particularly liked by me in TW was its time-tracking functionality, …
Monday wasn't as customizable as Wrike. Basecamp is great for tracking simple tasks and communicating with outside agencies, but isn't complex enough to track projects. Smartsheet is basically a fancy spreadsheet.
We have been using Wrike for over seven years, so I don't recall the specific reason why we chose it over Asana. I recall that the functions were similar, but I think we found that Wrike offered flexibility and structure that we felt would function the best for our department.
Wrike is more robust and suited for enterprise teams. Learning curve is more difficult and involved. Other platforms you can learn in a day or two. Wrike takes a month or two to get the hang of
Monday is a easier for project management and task tracking. Where Wrike excels is with the ticketing system for our IT, legal, or other specific teams.
Probably where you have a number of service teams that all contribute to a knowledge base is one area that's really useful. AI response, it looks like with AgentForce, that's going to be one of our next deployments. So they're AI based on the trust layer is, I like that it has the trust layer because it's already got some built in safeguards around privacy and security controls for AI, which is very important right now. Where it's probably less useful:gain, round robining a very email heavy conversation, so it's not the best email tool. A lot of our team still uses Gmail and logs to the case rather than actually emailing directly out of Salesforce. Email signatures are not great because you can only have plain text email signatures, you can't have HTML.
I believe it's well suited if you have multiple jobs/projects that you need to keep organized. We work with multiple job types from print/creative to web, copy and digital ads so it helps us stay organized. I don't think it would be suitable for a company that doesn't have a lot of jobs to manage. We average over 1,200 requests a year.
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.
I wish that Wrike had more drag and drop functionality that would be connected to assignee and also I wish that the finish date of a task would update to the date where you checked completed. It does not do that. Also finishing a task doesn't move the start date of the next task it "protects your time in that way", but our management team wants us to quickly see what we have down the pipeline rather than having to scroll down the list of upcoming tasks.
I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.
It does take some time and work to really understand and use it properly, but I think the accessibility to help and documentation make that completely feasible. Once you know how to use it, I find it to be very user-friendly, and have very few complaints.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Over two years of (almost) daily usage without outages. Don't remember any errors. I give it 9 only because some Wrike plugins (for online document edit) are based on NPAPI architecture. These types of plugins are being phased out in new browsers, and NPAPI plugins are disabled by default in recent versions of Chrome so you have to do some browser adjustments when you switch browsers or move to another computer.
Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with
Wrike tasks loads fine, but I hate clicking files and wait for a bit of time since it is powerpoint or word, Wrike assumes I want to open those on Wrike. My suggestion is to link it to office 365 so we do not need Wrike based decoder for PPTX and DOCX
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.
Time and time again, Wrike has proved that they listen to their customers and put us first. From sales to support - they are quick to respond, encourcage community engagement and I never feel like i am callling a help center
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.
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.
I love the Wrike training options. Wrike Discover has tons of courses, learning plans, certifications, etc. This is an area where Wrike definitely shines! I wish these resources were more in your face for new people, because it seems like a lot of coworkers didn't know all of this training was available to them.
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
There are a lot of bells and whistles in Wrike, and not all of it is easy or intuitive to understand once it's plopped in your lap. It's easier when there are a few choice people who understand Wrike as a platform and articulate it in such a way where it makes it easy to pass it along to others in the group
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as the next level of hyper-personalization in sales and for sales.
Wrike's UI, combined with its low-cost solutions, has been the standout factor compared to the other options sought. They have multiple license types suited to different usage, a standout compared to others that don't leave you stuck paying high license fees for licenses you won't use to that extent.
I’d go with a 9/10. It scales really well across teams and use cases, especially once you set things up properly. The only reason it’s not a full 10 is that it can take some effort to structure everything cleanly at the start.
Positive, absolutely the speed to market and being able to get the product out there. The continuous improvement that we've been able to deliver in terms of small incremental developments, moving from basically a more rigid homegrown solution that they had where the turnaround time was about six monthly releases. We've got it down to three monthly releases of hoping to go to one month releases very soon. So just that whole speed to market being government, I mean that is just a major improvement in terms of what they've been able to do.
I think the negative part was integrating it and the complexity we had in terms of integrating DevOps as a concept and being able to use the Salesforce DevOps tools to be able to get that all rolled out in their existing current, very structured and rigid environment. And that probably took us a solid year to get those processes up and running. But yeah, now that it's working, it's absolutely fabulous.
