Salesforce Service Cloud vs. TOPdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.6 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
TOPdesk
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
$76
per month Per agent
Pricing
Salesforce Service CloudTOPdesk
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
Essential
$76
per month Per agent
Engaged
$109
per month Per agent
Excellent
$155
per month Per agent
Offerings
Pricing Offerings
Salesforce Service CloudTOPdesk
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - Service agents based. - Discount available for annual pricing.
More Pricing Information
Community Pulse
Salesforce Service CloudTOPdesk
Considered Both Products
Salesforce Service Cloud

No answer on this topic

TOPdesk
Chose TOPdesk
We have assessed TOPdesk together with ServiceNow, Salesforce Service Cloud (we already use Salesforce), Heat and Cherwell. Reason for chosing TOPdesk: - SAAS (requirement) - Pricing model (functionality versus license model) --> relative low investment to start TOPdesk
Chose TOPdesk
Topdesk was the more complete product for us (e.g. it has a CMDB - We use JIRA in our development teams but it has no CMDB integration.). It has a reasonable TCO: an OK price, easy installation, implementation and configuration (it is not too complex) and easy to use for end …
Features
Salesforce Service CloudTOPdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
78 Ratings
7% above category average
TOPdesk
7.5
236 Ratings
9% below category average
Organize and prioritize service tickets9.276 Ratings8.4236 Ratings
Expert directory8.454 Ratings7.3167 Ratings
Subscription-based notifications8.964 Ratings7.4163 Ratings
ITSM collaboration and documentation8.261 Ratings7.6182 Ratings
Ticket creation and submission9.176 Ratings00 Ratings
Ticket response9.075 Ratings00 Ratings
Service restoration00 Ratings7.4162 Ratings
Self-service tools00 Ratings7.8219 Ratings
ITSM reports and dashboards00 Ratings6.7194 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
73 Ratings
10% above category average
TOPdesk
-
Ratings
External knowledge base8.764 Ratings00 Ratings
Internal knowledge base8.971 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.8
78 Ratings
10% above category average
TOPdesk
-
Ratings
Customer portal8.455 Ratings00 Ratings
IVR8.735 Ratings00 Ratings
Social integration8.748 Ratings00 Ratings
Email support9.277 Ratings00 Ratings
Help Desk CRM integration9.067 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
TOPdesk
7.7
196 Ratings
6% below category average
Configuration mangement00 Ratings8.1184 Ratings
Asset management dashboard00 Ratings7.6169 Ratings
Policy and contract enforcement00 Ratings7.4129 Ratings
Change management
Comparison of Change management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
TOPdesk
7.6
190 Ratings
11% below category average
Change requests repository00 Ratings7.8183 Ratings
Change calendar00 Ratings7.1143 Ratings
Service-level management00 Ratings7.8157 Ratings
Best Alternatives
Salesforce Service CloudTOPdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 8.9 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudTOPdesk
Likelihood to Recommend
8.8
(84 ratings)
8.4
(238 ratings)
Likelihood to Renew
7.2
(8 ratings)
8.6
(149 ratings)
Usability
8.0
(12 ratings)
9.0
(30 ratings)
Availability
9.5
(29 ratings)
9.1
(9 ratings)
Performance
8.6
(7 ratings)
8.1
(9 ratings)
Support Rating
7.0
(20 ratings)
8.5
(201 ratings)
In-Person Training
10.0
(1 ratings)
7.3
(3 ratings)
Online Training
9.0
(1 ratings)
8.0
(2 ratings)
Implementation Rating
7.0
(1 ratings)
9.8
(17 ratings)
Configurability
-
(0 ratings)
9.0
(8 ratings)
Ease of integration
5.0
(1 ratings)
7.2
(17 ratings)
Product Scalability
-
(0 ratings)
9.1
(9 ratings)
Vendor post-sale
8.0
(1 ratings)
9.0
(7 ratings)
Vendor pre-sale
8.0
(1 ratings)
9.1
(7 ratings)
User Testimonials
Salesforce Service CloudTOPdesk
Likelihood to Recommend
Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Read full review
TOPdesk
As TOPdesk is pretty intuitive it is often not needed to instruct colleagues on how to use TOPdesk. Most modules and fields do explain themselves. This means there aren't many additional instructions needed for the applications itself. Most information we do need to support our colleagues on based on organizational processes, not our ITSM tool of choice. And if there is more information needed, the knowledge base system can be used for this. On the other hand this could create the idea that no additional instructions are needed. Which might be true for the application itself, but not for how it is being used within your organisation
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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
TOPdesk
  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
Read full review
Cons
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
Read full review
TOPdesk
  • assigning rights is too extensive, making it very complex to manage this up to date.
  • Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
  • action sequences remain tricky and certainly not for everyone to understand.
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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.
Read full review
TOPdesk
It just works, has some continuous development and an easy-to-use interface, which is important especially because not all our colleagues are technical experts (or in other words, "capable of more than switching on and off the computer"). We use a large range of functions and therefore it would be really hard to replace TOPdesk in our company.
Read full review
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
TOPdesk
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
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Reliability and Availability
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Read full review
TOPdesk
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
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Performance
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Read full review
TOPdesk
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
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Support Rating
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
TOPdesk
Most if not nearly all questions are answered within the same or a few days. The helpdesk is very knowledgable about their product and are always willing to help. The only downside is that for more difficult questions it can take a while due to the experts being further removed from the helpdesk. But they are always willing to answer questions, even if they are not directly related to a problem with the service.
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In-Person Training
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Read full review
TOPdesk
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
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Online Training
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
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TOPdesk
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
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Implementation Rating
Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
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TOPdesk
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
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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
Read full review
TOPdesk
Spiceworks is an easier-to-use Help Desk solution but it lacks all other features that Topdesk has. Freshdesk was just too much for our environment. It was cost-prohibitive for our intended use. TOPdesk fit our org size and budget better than the others.
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Scalability
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
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TOPdesk
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
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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
TOPdesk
  • TOPdesk self-service portal has allowed our employees to quickly report and solve the incidents saving more time for productivity.
  • Employees are able to tackle common incidents from the knowledge base giving more efficient business operation.
  • It has helped us to create a smooth working environment while growing the organization capacity and production quality.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

TOPdesk Screenshots

Screenshot of TOPdesk plan boardScreenshot of TOPdesk portal designerScreenshot of TOPdesk service desk KPIsScreenshot of TOPdesk asset management overviewScreenshot of TOPdesk call managementScreenshot of TOPdesk asset management dashboard