What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
247 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
237 Ratings

Salesforce Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
247 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
237 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100

Likelihood to Recommend

Salesforce Service Cloud

I would argue Salesforce is the best CRM option for most companies. However, I'm not sure it's always worth it. I believe you really need a managed partner available, or at least one full-time staff member that knows what they are doing. You can get it working on a shoestring, but not easily, and perhaps not as effectively. Coming from Zendesk, which mostly "just worked" and was about 30% of the cost, it can be a really good option. We purchased Salesforce to get our data in better shape and have sales, marketing and service in one system, and our data is in far better shape than we ever saw with Zendesk or HubSpot. It's hard to beat the level of customization available with Salesforce. If I want to do something, you can do it if you have the time or want to pay for something on the App Exchange. I think the larger the organization, the more likely I recommend Salesforce. The smaller, I might recommend HubSpot or Zendesk (which I've used in the past).
Jonathan Tanis | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.7
TOPdesk
7.9
Organize and prioritize service tickets
Salesforce Service Cloud
7.7
TOPdesk
8.4
Expert directory
Salesforce Service Cloud
7.1
TOPdesk
7.2
Subscription-based notifications
Salesforce Service Cloud
7.6
TOPdesk
8.1
ITSM collaboration and documentation
Salesforce Service Cloud
7.7
TOPdesk
7.8
Ticket creation and submission
Salesforce Service Cloud
8.1
TOPdesk
Ticket response
Salesforce Service Cloud
7.9
TOPdesk
Service restoration
Salesforce Service Cloud
TOPdesk
7.7
Self-service tools
Salesforce Service Cloud
TOPdesk
8.9
ITSM reports and dashboards
Salesforce Service Cloud
TOPdesk
7.3

Self Help Community

Salesforce Service Cloud
8.0
TOPdesk
External knowledge base
Salesforce Service Cloud
8.2
TOPdesk
Internal knowledge base
Salesforce Service Cloud
7.8
TOPdesk

Multi-Channel Help

Salesforce Service Cloud
8.1
TOPdesk
Customer portal
Salesforce Service Cloud
7.6
TOPdesk
IVR
Salesforce Service Cloud
8.4
TOPdesk
Social integration
Salesforce Service Cloud
8.7
TOPdesk
Email support
Salesforce Service Cloud
8.1
TOPdesk
Help Desk CRM integration
Salesforce Service Cloud
7.9
TOPdesk

ITSM asset management

Salesforce Service Cloud
TOPdesk
7.5
Configuration mangement
Salesforce Service Cloud
TOPdesk
7.1
Asset management dashboard
Salesforce Service Cloud
TOPdesk
7.8
Policy and contract enforcement
Salesforce Service Cloud
TOPdesk
7.5

Change management

Salesforce Service Cloud
TOPdesk
7.7
Change requests repository
Salesforce Service Cloud
TOPdesk
7.8
Change calendar
Salesforce Service Cloud
TOPdesk
6.9
Service-level management
Salesforce Service Cloud
TOPdesk
8.3

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.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
  • The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
  • Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it
Ian Short | TrustRadius Reviewer

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 8.1
Based on 27 answers
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
Jim Scott | TrustRadius Reviewer

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 | TrustRadius Reviewer

TOPdesk

TOPdesk 6.9
Based on 8 answers
I haven't used other ticketing systems so I can't compare it to another else. There are some good and bad features but that would be the same with all ticket systems.
Randy MacFarland | TrustRadius Reviewer

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.7
Based on 13 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.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 9.1
Based on 97 answers
Pre-sales support was decent, but the onboarding was not so helpful. This was due mainly to the fact that it was delivered in the form of a series of information-heavy tutorials that were too overwhelming too early on. I also found the online documentation somewhat lacking, as it was often written for a different version of TOPdesk than the one I was using.The support site is pretty good, and makes it very easy to report and get updates on problems (they utilize their own engine to drive the site). The one drawback I ran into was tickets being closed with the assumption that the recommended resolution was one I was familiar with, requiring no in-depth explanations or background info. This meant re-opening many tickets in order to get clarification on an answer, or to ask a follow-up question.
Bob Gruett | TrustRadius Reviewer

Implementation Rating

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 6.1
Based on 5 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 | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

TOPdesk

I entered after the decision was made to implement TOPdesk and do not know if and which other products were considered. To my opinion, there are more products like TOPdesk to be taken into consideration when looking for an incident management / facility management etc. Some have more focus on the facility part, others on incident management (or only have incident management features). One should look well into the current and possible future needs of the organization, and the look and feel of the application, plus the capacity of providing good internal administration, in order to make the right decision. Choosing TOPdesk is not a bad decision in most cases!
Marije Snuverink | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

TOPdesk

  • The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
  • Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
  • Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.
Jeff Walters | TrustRadius Reviewer

Screenshots

Pricing Details

Salesforce Service Cloud

General

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

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
7.8
TOPdesk
8.2

Likelihood to Renew

Salesforce Service Cloud
9.6
TOPdesk
8.1

Usability

Salesforce Service Cloud
9.0
TOPdesk
6.9

Reliability and Availability

Salesforce Service Cloud
TOPdesk
7.3

Performance

Salesforce Service Cloud
TOPdesk
7.3

Support Rating

Salesforce Service Cloud
7.7
TOPdesk
9.1

Online Training

Salesforce Service Cloud
9.0
TOPdesk

Implementation Rating

Salesforce Service Cloud
TOPdesk
6.1

Scalability

Salesforce Service Cloud
TOPdesk
7.3

Add comparison