Salesforce Service Cloud vs TOPdesk | TrustRadius

What users are saying about

Score 8.6 out of 10

Based on 221 reviews and ratings

Score 7.9 out of 10

Based on 224 reviews and ratings

Feature Rating Comparison

Salesforce Service Cloud

8.7

TOPdesk

7.5

Organize and prioritize service tickets

8.9

8.2

Expert directory

7.9

6.9

Subscription-based notifications

8.5

7.6

ITSM collaboration and documentation

8.6

7.6

Ticket creation and submission

9.2

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Ticket response

9.1

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Service restoration

—

7.4

Self-service tools

—

8.2

ITSM reports and dashboards

—

6.7

Salesforce Service Cloud

8.8

TOPdesk

—

External knowledge base

9.0

—

Internal knowledge base

8.6

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Salesforce Service Cloud

8.8

TOPdesk

—

Customer portal

8.9

—

IVR

8.6

—

Social integration

8.9

—

Email support

8.9

—

Help Desk CRM integration

8.7

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Salesforce Service Cloud

—

TOPdesk

7.2

Configuration mangement

—

7.0

Asset management dashboard

—

7.6

Policy and contract enforcement

—

6.9

Salesforce Service Cloud

—

TOPdesk

7.3

Change requests repository

—

7.7

Change calendar

—

6.8

Service-level management

—

7.3

Pros

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.

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Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

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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.

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Adrie Bergwerff

Senior Infrastructure Consultant

ETTUInformation Technology and Services, 51-200 employees

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Cons

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.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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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.

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Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Likelihood to Renew

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

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Business Analyst

LifeEase Business Insurance SolutionsInsurance, 11-50 employees

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TOPdesk 8.2

Based on 5 answers

Fully satisfied so far with the product and the support.

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Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Usability

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

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Salesforce Service Cloud Practice Lead

AppirioInformation Technology and Services, 1001-5000 employees

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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.

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Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Support

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.

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Verified User

Analyst in Information Technology

Apparel & Fashion Company, 201-500 employees

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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.

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Applications Infrastructure Manager

University of WinchesterHigher Education, 501-1000 employees

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Implementation

No score

No answers yet

No answers on this topic

Ask the community to sound off

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.

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Senior Manager IT Infrastructure

NGK Spark Plug Europe GmbHAutomotive, 201-500 employees

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Alternatives Considered

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.

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Verified User

Program Manager in Customer Service

Computer Software Company, 10,001+ employees

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Easer to deploy, configure and use.

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Peter Scantland

ICT Infrastructure Manager

Upper Grand District School BoardEducation Management, 1001-5000 employees

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Return on Investment

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

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Verified User

Program Manager in Customer Service

Computer Software Company, 10,001+ employees

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We have yet to fill the knowledge database and have not yet experienced the benefits.

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Coördinator Servicedesk

ROC de LeijgraafInformation Services, 501-1000 employees

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Screenshots

See All (6) Salesforce Service Cloud Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Additional Pricing Details

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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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