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Agiloft Service Desk Suite vs Salesforce Service Cloud comparison

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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
6.8
Number of Reviews
666
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 (2nd), 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 (43rd)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
58
Ranking in other categories
CRM Customer Engagement Centers (3rd), Help Desk Software (11th), Knowledge Management Software (6th), IT Alerting and Incident Management (15th)
 

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.
ManchikatlaShravani - PeerSpot reviewer
Salesforce Consultant at BYTENET
Omni-channel routing has transformed case handling and now supports complex field operations
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup. Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.

Quotes from Members

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

Pros

"While RPA is the cutting-edge technology to bring digital transformation, the RPA as a service will reduce costs and increase efficiency with ease of deployment, less maintenance, and cheaper upgrade costs."
"In most of the use cases, both time and cost are being saved, which is the reason they are using these automations."
"We used to do many daily routine checks and jobs. We have implemented the automation knowledge which resulted in good productivity, time-saving, and extra efforts being reduced."
"We are able to create robotic tasks in a short time."
"It is a great solution."
"By automating processes we give back valuable hours to business stakeholders, which can be spent on value-adding activities instead of repetitive tasks."
"I'd say there are new useful features that will definitely help us as we do more development in the near future."
"Automation Anywhere offers valuable features, including command packages for PDF, Windows, XML, and Excel, as well as universal recording capabilities."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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%."
"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."
"It gives a 360 degree view without any gaps, while serving the customers, which in turn, increases customer satisification."
"The interface is quite user-friendly."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%."
"It is a stable product."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."
 

Cons

"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"When they develop the product, they don't always provide all the necessary details that a customer needs to implement the product."
"Extracting customer addresses from Google that are not in a standard URL format is a challenge for Automation Anywhere."
"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."
"Technical support needs to be much faster."
"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."
"From an ease of use point of view, on a scale of one to ten with ten being really easy, I would rate the tool a six."
"The inclusion of word packages would help us to extract data from Word and automate word-related activities easily."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The initial set up can be a non-event. However, most businesses would need complex customizations."
"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."
"There's an issue where creating a repetitive appointment creates two appointments on the first occurrence."
"This is the one area that I really dislike about Salesforce. Dealing with their Level One support is a nightmare."
"I would like to add some bot features."
"As a help desk solution, ZenDesk is much better."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."
 

Pricing and Cost Advice

"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"They're very flexible around pricing and licensing."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"Salesforce Service Cloud is a bit expensive."
"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"
"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 Service Cloud is a highly expensive solution"
"The tool is pretty expensive."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
7%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business21
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.
Ask a question
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What is your experience regarding pricing and costs for Salesforce Service Cloud?
I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everyt...
What needs improvement with Salesforce Service Cloud?
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined a...
What is your primary use case for Salesforce Service Cloud?
Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projec...
 

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: September 2026.
915,341 professionals have used our research since 2012.