Salesforce Service Cloud vs TOPdesk comparison

Salesforce and TOPdesk are both solutions in the Help Desk Software category. Salesforce is ranked #5 with an average rating of 8.4, while TOPdesk is ranked #16 with an average rating of 8.0. Salesforce holds a 2.1% mindshare in HDS, compared to TOPdesk’s 1.6% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Salesforce Service Cloud

Read 51 Salesforce Service Cloud reviews

601 Views
514 Comparison Views

96% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,118 Views
528 Comparison Views

84% willing to recommend

Salesforce Service Cloud

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and TOPdesk both compete in the customer service management software category. Salesforce holds an upper hand due to its superior integration and automation capabilities, which are praised in user reviews.

Features: Salesforce Service Cloud includes case routing, service console, and CTI integration, with high customization and seamless integration. Its automation and data integration capabilities significantly boost efficiency. TOPdesk, on the other hand, focuses on ease of use with features like incident management and change management and supports a knowledge base, albeit less extensive than Salesforce.

Room for Improvement: Salesforce Service Cloud could improve its email integration, mobile app functionality, and pricing. Users call for better customization and smoother UI experiences. TOPdesk users note shortcomings in reporting, needing better integration features, particularly with tools like Teams, and are inconvenienced by the lack of real-time analytics and modularity.

Ease of Deployment and Customer Service: Salesforce Service Cloud operates on a public cloud model, supporting hybrid scenarios with comprehensive customer service and tier-level access to complex queries. TOPdesk mainly runs on on-premises solutions, offering appropriate customer support but with variable user satisfaction due to its reliance on internal community forums.

Pricing and ROI: Salesforce Service Cloud is considered expensive, with pricing based on user numbers and features like Service Console, potentially cost-prohibitive for smaller businesses despite providing a strong ROI. TOPdesk offers reasonable pricing with modularity beneficial for smaller enterprises, reflecting positive ROI through operational efficiency.

To learn more, read our detailed Salesforce Service Cloud vs. TOPdesk Report (Updated: January 2025).

Buyer's Guide

Salesforce Service Cloud vs. TOPdesk

January 2025

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Helped 838,713 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

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 (3rd), IT Alerting and Incident Management (6th)

TOPdesk

Ranking in Help Desk Software

16th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (15th)

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.1%, up from 1.3% compared to the previous year. The mindshare of TOPdesk is 1.6%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

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

"The most valuable feature of the solution is the traceability of actions."

"The interface is quite user-friendly."

"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."

"The product's initial setup phase was straightforward."

"It is a stable product."

More Salesforce Service Cloud pros

"TOPdesk is overall very stable."

"Change management is the most critical feature."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of the solution is the ticketing feature."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of TOPdesk is the reports."

"It is an easy-to-use solution."

More TOPdesk pros

Cons

"I would like to add some bot features."

"The pricing for what Salesforce Service Cloud offers is not great."

"Reporting could be improved."

"There is room for improvement in pricing."

"The integrations with other solutions can be improved."

"The main concern for me revolves around the speed of certain integrations."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

More Salesforce Service Cloud cons

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"It is time-consuming to add new users."

"The solution should be made more user-friendly."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"Change management implementation, facility management, and making reservations on assets can be improved."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"The solution's change management could be better."

More TOPdesk cons

Pricing and Cost Advice

"The tool is pretty expensive."

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

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

"Salesforce Service Cloud is a highly expensive solution"

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

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

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce is very cost-effective."

More Salesforce Service Cloud pricing and cost advice

"The solution is inexpensive compared to competitors."

"The solution's pricing is reasonable and not expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"TOPdesk's pricing is cheaper than Jira's."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Educational Organization

15%

Computer Software Company

14%

Manufacturing Company

11%

Educational Organization

59%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

The solution should be made more user-friendly.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 23% of the time

ServiceNow vs Salesforce Service Cloud

Compared 21% of the time

BSI vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 9% of the time

Vlocity vs Salesforce Service Cloud

Compared 8% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs TOPdesk

Compared 39% of the time

JIRA Service Management vs TOPdesk

Compared 25% of the time

Freshdesk vs TOPdesk

Compared 14% of the time

BMC Helix ITSM vs TOPdesk

Compared 11% of the time

NinjaOne vs TOPdesk

Compared 10% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

January 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

February 2025

Download TOPdesk product report

Also Known As

Service Cloud

No data available

Overview

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Salesforce Service Cloud vs. TOPdesk

January 2025

Free Report: Salesforce Service Cloud vs. TOPdesk

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