ManageEngine SupportCenter Plus vs Salesforce Service Cloud comparison

ManageEngine and Salesforce are both solutions in the Help Desk Software category. ManageEngine is ranked #24 with an average rating of 4.0, while Salesforce is ranked #5 with an average rating of 8.3. ManageEngine holds a 0.7% mindshare in HDS, compared to Salesforce’s 2.2% mindshare. Additionally, 66% of ManageEngine users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

204 Views
148 Comparison Views

66% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

609 Views
494 Comparison Views

96% willing to recommend

ManageEngine SupportCenter ...

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and ManageEngine SupportCenter Plus are customer support management products. Salesforce has the upper hand in integration capabilities and scalability, while ManageEngine excels in cost-effective solutions.

Features: Salesforce Service Cloud provides omni-channel routing, AI-powered insights, and extensive third-party application integration. ManageEngine SupportCenter Plus offers strong ticket management, automation, and asset management at a lower cost.

Room for Improvement: Salesforce Service Cloud could enhance user-friendliness and simplify its deployment process. It may also offer more cost-effective pricing for smaller firms. ManageEngine SupportCenter Plus could improve its integration capabilities, expand its feature set to appeal to larger enterprises, and enhance reporting functionalities.

Ease of Deployment and Customer Service: Salesforce requires more setup with a broad support network, while ManageEngine offers quicker deployment with straightforward installation. Customer service is robust in both; Salesforce provides tailored onboarding, whereas ManageEngine focuses on ease of setup.

Pricing and ROI: Salesforce Service Cloud tends to have higher initial setup costs but promises ROI for larger enterprises. ManageEngine SupportCenter Plus is more budget-friendly, offering significant ROI for smaller to medium-sized organizations.

To learn more, read our detailed ManageEngine SupportCenter Plus vs. Salesforce Service Cloud Report (Updated: April 2025).

Buyer's Guide

ManageEngine SupportCenter Plus vs. Salesforce Service Cloud

April 2025

Download the complete report

Helped 847,625 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ManageEngine SupportCenter ...

Ranking in Help Desk Software

24th

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Salesforce Service Cloud

Ranking in Help Desk Software

5th

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.7%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Read full review

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"We have found the reporting in this product to be very useful."

"The product is very scalable and stable when used as a help desk once it is built out."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"The most valuable features are the ITIL compliance and billing."

"In terms of visibility to my boss and the team, it does help a lot."

"The complexity of the solution is very less."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"We are very happy with the support team from Salesforce."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

More Salesforce Service Cloud pros

Cons

"I would like to see some kind of project management or portfolio management in a future version."

"The product is very difficult to use and configure and requires specialists."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"The tech support is terrible and that seems to be a part of their business plan."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"There is no cloud-based version and it would be helpful if it were available."

"The business model for the company is to sell low and charge for customization, education or expertise."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"I would like to add some bot features."

"It is kind of a struggle to get a report that shows something you want it to show."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"Reporting could be improved."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"The product's high price is an area of concern where improvements are required."

"The pricing of the solution can be made cheaper."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"The licensing fees depend on different criteria, including options and sizing."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"Salesforce is not a cheap product. It can be expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The price of the solution depends on how many users need access to it"

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is a bit expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The solution is priced at 50 dollars a month per user."

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

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847,625 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Financial Services Firm

18%

Computer Software Company

14%

Educational Organization

14%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

See all answers

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

Comparisons

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 58% of the time

Zoho Desk vs ManageEngine SupportCenter Plus

Compared 42% of the time

More ManageEngine SupportCenter Plus Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 19% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download ManageEngine SupportCenter Plus product report

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

ManageEngine SupportCenter Plus vs. Salesforce Service Cloud

April 2025

Free Report: ManageEngine SupportCenter Plus vs. Salesforce Service Cloud

Find out what your peers are saying about ManageEngine SupportCenter Plus vs. Salesforce Service Cloud and other solutions. Updated: April 2025.

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