Likelihood to Recommend 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.
Read full review I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
Read full review Pros 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 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 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 The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though. The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate. When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this. Read full review Likelihood to Renew 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 As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
Read full review Usability 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 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.
Read full review Reliability and Availability 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.
Read full review 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.
Read full review Performance 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.
Read full review 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!
Read full review Support Rating 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.
Read full review TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
Read full review In-Person Training 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.
Read full review Online Training 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
Read full review Implementation Rating We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review 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
Read full review Alternatives Considered 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 was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Read full review Scalability 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.
Read full review Return on Investment 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 The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often. It has allowed easier collaborative working between teams. We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency. Read full review ScreenShots Salesforce Service Cloud Screenshots