Cherwell Service Management vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #27, while Salesforce is ranked #6 with an average rating of 8.3. Ivanti holds a 1.6% mindshare in HDS, compared to Salesforce’s 2.0% 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

848 Views
712 Comparison Views

80% willing to recommend

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,569 Views
1,130 Comparison Views

96% willing to recommend

Cherwell Service Management

Salesforce Service Cloud

Comparison Buyer's Guide

Download the report

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: December 2025).

Buyer's Guide

Cherwell Service Management vs. Salesforce Service Cloud

December 2025

Download the complete report

Helped 881,082 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

27th

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

6th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.6%, up from 0.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.0%
Cherwell Service Management	1.6%
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.

Read full review

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

"The dashboard and the reporting functionality are the solution's most valuable features."

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

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

"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."

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

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

"The interface is quite user-friendly."

"It is a stable product."

"The plug-ins that work with other standard systems have made the product industry-ready."

"There is an out-of-the-box feature for reporting and analytics"

"Clients gain productivity and save time with Salesforce Service Cloud."

"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."

"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."

"It's a cloud tool, so it is easy to set up."

More Salesforce Service Cloud pros

Cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"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."

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

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

"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."

"It is kind of a struggle to get a report that shows something you want it to show."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The solution's integration with the main ERP is a little cumbersome."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

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

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

More Salesforce Service Cloud cons

Pricing and Cost Advice

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

"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."

"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."

"Salesforce is very cost-effective."

"The price is too 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."

"The tool is pretty expensive."

"Salesforce Service Cloud is a highly expensive solution"

More Salesforce Service Cloud pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

11%

Manufacturing Company

11%

Retailer

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

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	24

Questions from the Community

Ask a question

Earn 20 points

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

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

See all answers

What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

ServiceNow vs Cherwell Service Management

Compared 38% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 16% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 12% of the time

ManageEngine ServiceDesk Plus vs Cherwell Service Management

Compared 6% of the time

SCSM vs Cherwell Service Management

Compared 6% of the time

More Cherwell Service Management Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 11% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download Cherwell Service Management product report

Buyer's Guide

Salesforce Service Cloud

January 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

December 2025

Free Report: Cherwell Service Management vs. Salesforce Service Cloud

Find out what your peers are saying about Cherwell Service Management vs. Salesforce Service Cloud and other solutions. Updated: December 2025.

DOWNLOAD NOW

881,082 professionals have used our research since 2012.

See our Cherwell Service Management vs. Salesforce Service Cloud report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.