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 #4 with an average rating of 8.3. Ivanti holds a 1.4% mindshare in HDS, compared to Salesforce’s 2.3% 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

576 Views
507 Comparison Views

80% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 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: September 2025).

Buyer's Guide

Cherwell Service Management vs. Salesforce Service Cloud

September 2025

Download the complete report

Helped 869,760 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) (28th)

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.4%, up from 0.4% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% 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	2.3%
Cherwell Service Management	1.4%
Other	96.3%

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

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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 most valuable features are problem management and change management."

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

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

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

"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."

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

"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."

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

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

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

"We are very happy with the support team from Salesforce."

"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."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

More Salesforce Service Cloud pros

Cons

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

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

"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."

"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 documentation could be improved."

"The governor limits are a troubling feature of Salesforce"

"The pricing for what Salesforce Service Cloud offers is not great."

"The solution could continue improving its artificial intelligence capabilities."

"The solution’s user interface could be improved and enhanced."

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

"I would like to add some bot features."

More Salesforce Service Cloud cons

Pricing and Cost Advice

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

"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."

"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"

"The tool is pretty expensive."

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

"Salesforce Service Cloud is a highly expensive solution"

"The solution is priced at 50 dollars a month per user."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Energy/Utilities Company

13%

Legal Firm

13%

Manufacturing Company

10%

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

Questions from the Community

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

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

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What needs improvement with Salesforce Service Cloud?

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What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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Comparisons

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Compared 25% of the time

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Compared 10% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Cherwell Service Management product report

Buyer's Guide

Salesforce Service Cloud

September 2025

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

September 2025

Free Report: Cherwell Service Management vs. Salesforce Service Cloud

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