What users are saying about
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224 Ratings

Salesforce Service Cloud

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Score 8.6 out of 101

TOPdesk

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Score 7.9 out of 101

Likelihood to Recommend

Salesforce Service Cloud

If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission
No photo available

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker profile photo

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.7
TOPdesk
7.5
Organize and prioritize service tickets
Salesforce Service Cloud
8.9
TOPdesk
8.2
Expert directory
Salesforce Service Cloud
7.9
TOPdesk
6.9
Subscription-based notifications
Salesforce Service Cloud
8.5
TOPdesk
7.6
ITSM collaboration and documentation
Salesforce Service Cloud
8.6
TOPdesk
7.6
Ticket creation and submission
Salesforce Service Cloud
9.2
TOPdesk
Ticket response
Salesforce Service Cloud
9.1
TOPdesk
Service restoration
Salesforce Service Cloud
TOPdesk
7.4
Self-service tools
Salesforce Service Cloud
TOPdesk
8.2
ITSM reports and dashboards
Salesforce Service Cloud
TOPdesk
6.7

Self Help Community

Salesforce Service Cloud
8.8
TOPdesk
External knowledge base
Salesforce Service Cloud
9.0
TOPdesk
Internal knowledge base
Salesforce Service Cloud
8.6
TOPdesk

Multi-Channel Help

Salesforce Service Cloud
8.8
TOPdesk
Customer portal
Salesforce Service Cloud
8.9
TOPdesk
IVR
Salesforce Service Cloud
8.6
TOPdesk
Social integration
Salesforce Service Cloud
8.9
TOPdesk
Email support
Salesforce Service Cloud
8.9
TOPdesk
Help Desk CRM integration
Salesforce Service Cloud
8.7
TOPdesk

ITSM asset management

Salesforce Service Cloud
TOPdesk
7.2
Configuration mangement
Salesforce Service Cloud
TOPdesk
7.0
Asset management dashboard
Salesforce Service Cloud
TOPdesk
7.6
Policy and contract enforcement
Salesforce Service Cloud
TOPdesk
6.9

Change management

Salesforce Service Cloud
TOPdesk
7.3
Change requests repository
Salesforce Service Cloud
TOPdesk
7.7
Change calendar
Salesforce Service Cloud
TOPdesk
6.8
Service-level management
Salesforce Service Cloud
TOPdesk
7.3

Pros

Salesforce Service Cloud

  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
No photo available

TOPdesk

  • Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
  • The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
  • Continues development of the product bearing in mind the user's input.
Adrie Bergwerff profile photo

Cons

Salesforce Service Cloud

  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
No photo available

TOPdesk

  • SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.
Karl Schuele profile photo

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.5
Based on 4 answers
It meets all of the business needs at a reasonable rate. Given our usage of Salesforce, it only makes sense to continue using it
Patrick Slaven profile photo

TOPdesk

TOPdesk 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse profile photo

TOPdesk

TOPdesk 7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo

Support

Salesforce Service Cloud

Salesforce Service Cloud 4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
No photo available

TOPdesk

TOPdesk 8.7
Based on 88 answers
The support team is very good, responding quickly to support calls and showing an excellent knowledge of the product. Pre-sales have been a little hit and miss with some ambiguous information presented which led to misunderstanding. The implementation consultants have proved to be very good when on site but not so good at follow up on queries raised on the day or subsequently. However, our account manager seems to be able to sort most of these out for us.
Ian Short profile photo

Implementation

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.2
Based on 3 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Karl Schuele profile photo

Alternatives Considered

Salesforce Service Cloud

Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we used it, which was a lot of work to setup and was prone to failure.
No photo available

TOPdesk

Easer to deploy, configure and use.
Peter Scantland profile photo

Return on Investment

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
No photo available

TOPdesk

  • We have yet to fill the knowledge database and have not yet experienced the benefits.
Dana Matthes profile photo

Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Additional Pricing Details
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

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