Salesforce Service Cloud vs. Teamwork.com

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Teamwork.com
Score 7.8 out of 10
N/A
Teamwork.com is a project management platform built specifically for client work. The platform helps users deliver work on time and on budget, eliminate client chaos, and understand profitability. Teamwork.com’s customers track and manage their projects with a suite of integrated solutions such as helpdesk, collaboration, knowledge sharing and customer relationship management add-ons, enabling Teamwork.com to be the ‘one-stop shop’ solution for business owners. Headquartered in Cork,…
$12.50
per user/per month
Pricing
Salesforce Service CloudTeamwork.com
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
Pro
$12.50
per user/per month
Premium
$22.50
per user/per month
Free Forever
Free
Up to 5 users
Enterprise
Contact sales team
Offerings
Pricing Offerings
Salesforce Service CloudTeamwork.com
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudTeamwork.com
Top Pros
Top Cons
Features
Salesforce Service CloudTeamwork.com
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
Teamwork.com
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory8.547 Ratings00 Ratings
Subscription-based notifications9.156 Ratings00 Ratings
ITSM collaboration and documentation8.452 Ratings00 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 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
Teamwork.com
-
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
Teamwork.com
-
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
Project Management
Comparison of Project Management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Teamwork.com
4.7
78 Ratings
46% below category average
Task Management00 Ratings3.678 Ratings
Resource Management00 Ratings3.79 Ratings
Gantt Charts00 Ratings5.769 Ratings
Scheduling00 Ratings5.724 Ratings
Workflow Automation00 Ratings8.220 Ratings
Team Collaboration00 Ratings8.921 Ratings
Support for Agile Methodology00 Ratings8.713 Ratings
Support for Waterfall Methodology00 Ratings8.314 Ratings
Document Management00 Ratings1.969 Ratings
Email integration00 Ratings3.961 Ratings
Mobile Access00 Ratings1.860 Ratings
Timesheet Tracking00 Ratings1.921 Ratings
Change request and Case Management00 Ratings1.815 Ratings
Budget and Expense Management00 Ratings1.813 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Teamwork.com
1.8
31 Ratings
122% below category average
Quotes/estimates00 Ratings1.811 Ratings
Invoicing00 Ratings1.811 Ratings
Project & financial reporting00 Ratings1.813 Ratings
Integration with accounting software00 Ratings1.826 Ratings
Best Alternatives
Salesforce Service CloudTeamwork.com
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
FunctionFox
FunctionFox
Score 8.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudTeamwork.com
Likelihood to Recommend
9.0
(74 ratings)
3.3
(80 ratings)
Likelihood to Renew
9.5
(6 ratings)
10.0
(2 ratings)
Usability
8.0
(12 ratings)
9.1
(20 ratings)
Availability
9.5
(19 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
8.8
(27 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudTeamwork.com
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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Teamwork
Teamwork is awesome for teams who need a flexible tool that supports all types of projects. Since it supports kanban it makes visualizing the work to be done and the work in progress very easy. The Gantt chart support is decent and helps to understand how a team is doing when it comes to getting work done in a given time frame. Teamwork isn't a great option for companies that have a bunch of projects going simultaneously due to the way Teamwork structures their billing based on a number of active projects.
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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
Teamwork
  • I am a believer that simple and easy should be the key to create great opportunities.
  • Teamwork has helped me to turn simple task management into the execution of large, massive projects.
  • It has certainly worked great in helping to maintain workflow in my department.
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
Teamwork
  • Visualization needs to be improved, charts graphs are limited
  • Value stream mapping should be available to determine and prioritize the work.
  • Documentation should be available stepwise with export and printable facility.
  • It should be configurable like ERP with cross functionalities of different users, where users login, assign and approve the work, job or project details, where it should be collectively effected on a project.
  • Add many examples, little more AI, Machine learning required for suggestion and recommendation. It would be a plus point
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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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Teamwork
We are already at an annual contract, and have been for the past 5 years; so far the system has delivered, and our personal is already trained in it. A major overhaul of our entire infrastructure (as in moving everything to a single, unified platform) might change the current continuity of Teamwork Projects on our organization, but that's not feasible in the near future.
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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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Teamwork
I give it a 9 out of 10, because there is a bit of a learning curve when you first start using Teamwork Projects because there is a lot to learn & recognize where to find it. They do offer a good range of tools that can be applied to every project - So say you're working on an internal project and don't need Milestones or Billing, you can shut those modules off. This can help simplify the interface for beginners. Once you've had a few days in Teamwork Projects, I think it's a 10/10 usability. It's very easy to accomplish your tasks and keep track of what you're managing.
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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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Teamwork
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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Teamwork
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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Teamwork
We've been able to meet with the customer success team on multiple occasions to discuss the roadmap and learn about the company culture. Being based in Ireland, we occasionally have to wait until they wake up to get support requests handled in the states and larger conversations about big enhancement requests were politely collected but not followed up on
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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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Teamwork
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
Teamwork
I spoke about this quite a bit before, but as far as usability goes, Microsoft Projects is totally useless for me, so I avoid it at all costs. Basecamp was just a task management app and had very small feature set beyond that. We had to rig it to do other things for us, but it failed at that. Asana was a very nice app to trial, but it lacked many of the features that we were looking for.
Read full review
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
Teamwork
  • Teamwork was a great starter into project management software. We were WAY more organized and efficient than we ever were with Trello boards and the PM software included with our accounting system.
  • Clients were mostly pleased with interacting with Teamwork, and appreciated the ability to track their comments and requests in one place.
  • Ultimately, we stopped using Teamwork after about 6 months because we need something more focused on web development projects specifically
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Teamwork.com Screenshots

Screenshot of Project's viewScreenshot of Task viewScreenshot of Board viewScreenshot of Project's tabScreenshot of Calendar view