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
Spiceworks Cloud Help Desk
Score6.8 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
