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Salesforce Service Cloud vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
52
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)
TOPdesk
Ranking in Help Desk Software
14th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
IT Service Management (ITSM) (12th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.2%, up from 1.3% compared to the previous year. The mindshare of TOPdesk is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

ChanchalSaxena - PeerSpot reviewer
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.
Martina Peneva - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."
"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"We use Salesforce Service Cloud for lead management and opportunity management."
"There is an out-of-the-box feature for reporting and analytics"
"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."
"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."
"The most valuable feature of this solution is the incident management module."
"TOPdesk is overall very stable."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
 

Cons

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The product's high price is an area of concern where improvements are required."
"It is kind of a struggle to get a report that shows something you want it to show."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The pricing of the solution can be made cheaper."
"I would like to add some bot features."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"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."
"An operator is also a user but requires creating two different records."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"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."
"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."
"The solution should be made more user-friendly."
 

Pricing and Cost Advice

"We pay a yearly licensing fee for Salesforce Service Cloud, which is 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"
"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 tool is pretty expensive."
"Salesforce Service Cloud is a bit expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The price is too expensive."
"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."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution's pricing is reasonable and not expensive."
"The solution is inexpensive compared to competitors."
"TOPdesk's pricing is cheaper than Jira's."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Educational Organization
14%
Computer Software Company
13%
Manufacturing Company
10%
Educational Organization
55%
Computer Software Company
10%
Financial Services Firm
4%
Retailer
4%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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.
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...
 

Also Known As

Service Cloud
No data available
 

Overview

 

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.
Find out what your peers are saying about Salesforce Service Cloud vs. TOPdesk and other solutions. Updated: March 2025.
842,767 professionals have used our research since 2012.