Salesforce Service Cloud vs. SysAid

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
SysAid
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.N/A
Pricing
Salesforce Service CloudSysAid
Editions & Modules
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
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudSysAid
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
Salesforce Service CloudSysAid
Considered Both Products
Salesforce Service Cloud

No answer on this topic

SysAid
Chose SysAid
The visualization and the environment is clear, easy and effective, sometimes the reloading of elements and the entire list of objects within the tool make SySAid efficient. Salesforce Service is related to many objects and sometimes navigability and finding the necessary …
Top Pros
Top Cons
Features
Salesforce Service CloudSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
SysAid
8.3
156 Ratings
1% above category average
Organize and prioritize service tickets8.866 Ratings8.7155 Ratings
Expert directory8.547 Ratings7.9125 Ratings
Subscription-based notifications9.256 Ratings7.6112 Ratings
ITSM collaboration and documentation8.452 Ratings8.6125 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 Ratings
Service restoration00 Ratings7.8108 Ratings
Self-service tools00 Ratings8.6150 Ratings
ITSM reports and dashboards00 Ratings8.7134 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
SysAid
-
Ratings
External knowledge base9.157 Ratings00 Ratings
Internal knowledge base9.062 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
SysAid
-
Ratings
Customer portal8.948 Ratings00 Ratings
IVR8.531 Ratings00 Ratings
Social integration8.642 Ratings00 Ratings
Email support9.367 Ratings00 Ratings
Help Desk CRM integration9.259 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SysAid
8.1
136 Ratings
2% below category average
Configuration mangement00 Ratings8.0127 Ratings
Asset management dashboard00 Ratings8.4133 Ratings
Policy and contract enforcement00 Ratings7.990 Ratings
Change management
Comparison of Change management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SysAid
8.3
125 Ratings
1% below category average
Change requests repository00 Ratings8.6115 Ratings
Change calendar00 Ratings7.695 Ratings
Service-level management00 Ratings8.7118 Ratings
Best Alternatives
Salesforce Service CloudSysAid
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.6 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSysAid
Likelihood to Recommend
9.0
(74 ratings)
8.7
(158 ratings)
Likelihood to Renew
9.5
(6 ratings)
9.1
(15 ratings)
Usability
8.0
(12 ratings)
8.8
(42 ratings)
Availability
9.5
(19 ratings)
9.1
(4 ratings)
Performance
8.6
(7 ratings)
9.1
(4 ratings)
Support Rating
7.0
(20 ratings)
9.0
(52 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
9.0
(1 ratings)
9.1
(2 ratings)
Implementation Rating
7.0
(1 ratings)
8.6
(9 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(13 ratings)
Ease of integration
-
(0 ratings)
5.2
(2 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Professional Services
-
(0 ratings)
8.8
(8 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(3 ratings)
User Testimonials
Salesforce Service CloudSysAid
Likelihood to Recommend
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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SysAid Technologies
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
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Pros
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
Read full review
SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
Read full review
Cons
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.
Read full review
SysAid Technologies
  • There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
  • There is a lot to learn with this solution so reaching out to their Support is crucial.
  • Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
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Likelihood to Renew
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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SysAid Technologies
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
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Usability
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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SysAid Technologies
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
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Reliability and Availability
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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SysAid Technologies
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Read full review
Performance
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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SysAid Technologies
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Read full review
Support Rating
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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SysAid Technologies
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
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In-Person Training
Salesforce
No answers on this topic
SysAid Technologies
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
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Online Training
Salesforce
No answers on this topic
SysAid Technologies
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
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Implementation Rating
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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SysAid Technologies
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
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Alternatives Considered
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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SysAid Technologies
ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will not be assigned until a system owner approves them. This dramatically increases the speed of getting tasks completed. This also allows us to track system access for audit and SOX requirements. SysAid has none of this.
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Contract Terms and Pricing Model
Salesforce
No answers on this topic
SysAid Technologies
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
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Scalability
Salesforce
No answers on this topic
SysAid Technologies
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
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Professional Services
Salesforce
No answers on this topic
SysAid Technologies
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
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Return on Investment
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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SysAid Technologies
  • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
  • Intuitive interface. Integration to Outlook. Easy reporting.
  • It has a very user-friendly interface and effective management capabilities.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

SysAid Screenshots

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case Summarization