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Agiloft Service Desk Suite vs Salesforce Service Cloud comparison

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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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
57
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (7th), Knowledge Management Software (5th), IT Alerting and Incident Management (10th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Sukanya Sen - PeerSpot reviewer
Preseales And Solution Head at Tata Consultancy
Field service has become more customer focused but asset-centric workflows still need improvement
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless. The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry. Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.

Quotes from Members

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

Pros

"We are getting approximately two hundred percent return on investment from Automation Anywhere throughout our automation journey, including RPA and our current Agentic Process Automation implementation, which is definitely a very good ROI we are receiving from Automation Anywhere."
"This is a great platform, and we are implementing the logic into the bots that they are using to automate."
"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"We have saved around 90% of the time that would be required to perform tasks manually."
"At the end of the day, the effort that you put in has exponential benefits, giving you many advantages from your lines of code, which is amazing."
"Simple processes such as tracking, logging, and data consolidation are now automated, which helps us focus more on doing tasks that are impactful and more important."
"Efficiency is something that has increased a lot. Productivity has increased a lot too."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"It's a great tool for collaboration because it can track and share everyone's input."
"I would rate the support received from Salesforce of the highest caliber, as they are very responsive and helpful and even sent a Product Director on-site to work with us on a particularly difficult issue."
"Salesforce provides a really good overview of the pipeline and the stages of each sale, allowing management to make accurate forecasts in terms of what will come in by the end of the month, quarter, or year."
"Clients gain productivity and save time with Salesforce Service Cloud."
"It is a stable product."
"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 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."
"Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%."
 

Cons

"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."
"In A2019 the dependencies that are being downloaded take a longer time that should be reduced. Migration utility should be provided so we can easily migrate from lower versions to higher versions."
"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."
"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."
"The main disadvantage of Automation Anywhere is its high cost."
"The setup and deployment processes for this product also need to be improved, e.g. made easier."
"I would like the support to be faster. Their response time is one to two days. Their customer care could be faster."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Reporting could be improved."
"The solution’s user interface could be improved and enhanced."
"There are elements of Service Cloud which cannot be smoothly migrated from sandbox environments to production, leading to manual steps in a deployment."
"As a help desk solution, ZenDesk is much better."
"Most of the applications are third party applications which we have to install through App-Exchange (some are paid ones)."
"The governor limits are a headache sometimes."
"UI/UX has always proven difficult to keep up with. Salesforce, in general, requires a continued training effort to keep people up to speed and to encourage adoption in the tools."
"The main concern for me revolves around the speed of certain integrations."
 

Pricing and Cost Advice

"It is the most economically friendly and it provides you with a lot of functions."
"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."
"Subscription for Automation Anywhere (AA) is paid yearly."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"The price of this product is good."
"We have seen ROI on one of the process, but not on the other processes yet."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"The solution is priced at 50 dollars a month per user."
"Salesforce Service Cloud is a highly expensive solution"
"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 price of the solution depends on how many users need access to it"
"The tool is pretty expensive."
"Salesforce is not a cheap product. It can be expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
16%
University
8%
Outsourcing Company
7%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise26
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What is your experience regarding pricing and costs for Salesforce Service Cloud?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What needs improvement with Salesforce Service Cloud?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Custom...
What is your primary use case for Salesforce Service Cloud?
I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in th...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Service Cloud
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
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
Find out what your peers are saying about Agiloft Service Desk Suite vs. Salesforce Service Cloud and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.