Salesforce Service Cloud vs. TeamDynamix IT Service Management (ITSM)

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
TeamDynamix IT Service Management (ITSM)
Score 9.9 out of 10
N/A
TeamDynamix offers a combined Service & Project Management platform: ticketing, incidents, problems, asset / configuration, change management and project portfolio management – all in one. The vendor describes the solution as highly flexible and configurable – configured to the user's level of ITIL adoption – with a WCAG 2.0 AA compliant portal branded to the user's company. Project Portfolio Management supports waterfall, agile, card wall or task lists, depending on the project type.…N/A
Pricing
Salesforce Service CloudTeamDynamix IT Service Management (ITSM)
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 CloudTeamDynamix IT Service Management (ITSM)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudTeamDynamix IT Service Management (ITSM)
Top Pros
Top Cons

No answers on this topic

Features
Salesforce Service CloudTeamDynamix IT Service Management (ITSM)
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
TeamDynamix IT Service Management (ITSM)
9.3
4 Ratings
12% above category average
Organize and prioritize service tickets8.866 Ratings9.44 Ratings
Expert directory8.547 Ratings9.44 Ratings
Subscription-based notifications9.256 Ratings8.94 Ratings
ITSM collaboration and documentation8.452 Ratings9.44 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 Ratings
Service restoration00 Ratings9.44 Ratings
Self-service tools00 Ratings9.44 Ratings
ITSM reports and dashboards00 Ratings9.44 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
TeamDynamix IT Service Management (ITSM)
-
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
TeamDynamix IT Service Management (ITSM)
-
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
TeamDynamix IT Service Management (ITSM)
8.6
4 Ratings
4% above category average
Configuration mangement00 Ratings8.64 Ratings
Asset management dashboard00 Ratings8.94 Ratings
Policy and contract enforcement00 Ratings8.23 Ratings
Change management
Comparison of Change management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
TeamDynamix IT Service Management (ITSM)
8.4
4 Ratings
0% below category average
Change requests repository00 Ratings8.54 Ratings
Change calendar00 Ratings7.44 Ratings
Service-level management00 Ratings9.44 Ratings
Best Alternatives
Salesforce Service CloudTeamDynamix IT Service Management (ITSM)
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 CloudTeamDynamix IT Service Management (ITSM)
Likelihood to Recommend
9.0
(74 ratings)
9.4
(4 ratings)
Likelihood to Renew
9.5
(6 ratings)
-
(0 ratings)
Usability
8.0
(12 ratings)
-
(0 ratings)
Availability
9.5
(19 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
-
(0 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudTeamDynamix IT Service Management (ITSM)
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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TeamDynamix
TeamDynamix is great for any organization that has established any kind of support group, whether it's in IT, project management, facilities, etc. This tool can also aid in tracking decision making with its change management abilities. The added knowledge base system is also a huge improvement to any company, as there is now a searchable database of information that use to only live in other people's minds. If you are willing to put the effort and work into the system, it can prove to be a very valuable addition to your toolbelt.
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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
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TeamDynamix
  • Integrates with external systems
  • Allows for customized reports
  • Provides tools to customize the product to meet your needs
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
TeamDynamix
  • Needs the ability to show ticket submitters who owns the ticket
  • Needs dark mode
  • Clicking on a ticket to manage opens a new window; can get lost with hundreds of open windows without knowing
Read full review
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.
Read full review
TeamDynamix
No answers on this topic
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.
Read full review
TeamDynamix
No answers on this topic
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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TeamDynamix
No answers on this topic
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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TeamDynamix
No answers on this topic
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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TeamDynamix
No answers on this topic
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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TeamDynamix
No answers on this topic
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
Read full review
TeamDynamix
Because it gives the total time and fetched taking after for laborers to
give the advantageous payrolls and alter the charge sheets with correct
information and friendly tool.
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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
Read full review
TeamDynamix
  • We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
  • We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

TeamDynamix IT Service Management (ITSM) Screenshots

Screenshot of Incidents and Problems - When you run a service desk, you need to have fast routing, the ability to group tickets, and a great communication platform.Screenshot of Asset Management - Asset Discovery Services and CMDB help you stay on top of replacement costs, refresh cycles, and contract renewals.Screenshot of Change Management - Even the most carefully executed IT deployments can lead to downtime. With TeamDynamix IT Service Management (ITSM), you get control over the entire processScreenshot of Service Portal and Knowledge Base -  IT Service Management platform with a self-service catalog and an easily searchable knowledge base drives adoptionScreenshot of Dashboard and Reports - With transparency at the core, we have developed a flexible platform that allows you to share as much or as little as you like.Screenshot of Release Management - With an IT Service Management solution that aligns with ITIL, you can follow the release management process and keep your production environment running smoothly.