Cherwell Service Management vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #28, while Salesforce is ranked #7 with an average rating of 8.1. Ivanti holds a 1.7% mindshare in HDS, compared to Salesforce’s 1.9% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
923 Comparison Views

80% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

3,155 Views
1,388 Comparison Views

96% willing to recommend

Cherwell Service Management

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Cherwell Service Management compete in the customer service and IT service management domains. Salesforce has a slight edge due to its comprehensive CRM capabilities, whereas Cherwell's functionalities are more appealing in IT-focused environments.

Features: Salesforce Service Cloud offers robust CRM integrations, AI-driven insights, and quick customization, ideal for customer engagement. Cherwell Service Management provides deep ITSM capabilities, advanced process automation, and flexible configuration for IT departments.

Room for Improvement: Salesforce could enhance IT-specific functionalities, improve on-premise options, and reduce complexity in customization. Cherwell needs better CRM capabilities, faster cloud adoption, and enhanced third-party integrations to broaden its appeal.

Ease of Deployment and Customer Service: Salesforce Service Cloud offers seamless cloud-based deployment with extensive support and training for quick adoption. Cherwell, although flexible with cloud and on-premise options, requires extensive customization, which can extend deployment timelines.

Pricing and ROI: Salesforce Service Cloud incurs higher upfront costs but delivers strong ROI through comprehensive features and scalability. Cherwell offers a more cost-effective setup focused on IT management, delivering value without additional CRM features.

To learn more, read our detailed Cherwell Service Management vs. Salesforce Service Cloud Report (Updated: March 2026).

Buyer's Guide

Cherwell Service Management vs. Salesforce Service Cloud

March 2026

Download the complete report

Helped 885,311 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

Cherwell Service Management

Ranking in Help Desk Software

28th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (27th)

Salesforce Service Cloud

Ranking in Help Desk Software

7th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.7%, up from 0.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 1.9%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Salesforce Service Cloud	1.9%
Cherwell Service Management	1.7%
Other	96.4%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Its integration features, orchestration features, and discovery tools are the most valuable."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"All our activities are carried out in the one place."

More Cherwell Service Management pros

"Salesforce is much more easily configured so it can change as your business processes change; it’s extremely scalable so it can grow as your business grows, and its API is extensive so you can integrate with back office systems in a relatively straightforward way."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

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

"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."

"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."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"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 interface is quite user-friendly."

More Salesforce Service Cloud pros

Cons

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Access is only available if we're on VPN."

"Agile delivery should be supported."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"The stability, specifically in the on-premises deployment model, could be improved."

More Cherwell Service Management cons

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

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

"They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time."

"There's an issue where creating a repetitive appointment creates two appointments on the first occurrence."

"The governor limits are a troubling feature of Salesforce"

"The workforce management could use improvement as my client wasn't happy with the scheduling engine."

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

"While there is extensive reporting in the system, there is not always a direct route to get what you are looking for."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"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."

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

"Salesforce is very cost-effective."

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Manufacturing Company

11%

Construction Company

11%

Healthcare Company

10%

Financial Services Firm

14%

University

Outsourcing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

Questions from the Community

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Earn 20 points

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.

See all answers

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. Customers who are asset-heavy prefer to stay with ServiceMax and other field service a...

See all answers

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 the product. It definitely assists on-site support operations.

See all answers

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Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

Salesforce Service Cloud

March 2026

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

Ausenco, Highlights for Children, B/E Aerospace

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

Cherwell Service Management vs. Salesforce Service Cloud

March 2026

Free Report: Cherwell Service Management vs. Salesforce Service Cloud

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