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 #4 with an average rating of 8.4. Ivanti holds a 1.1% mindshare in HDS, compared to Salesforce’s 2.4% 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

454 Views
381 Comparison Views

80% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
731 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: July 2025).

Buyer's Guide

Cherwell Service Management vs. Salesforce Service Cloud

July 2025

Download the complete report

Helped 864,574 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) (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 (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.1%, up from 0.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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

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

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

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

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

"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."

"Nobody can compete with Salesforce Service Cloud's scalability."

"The complexity of the solution is very less."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"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."

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

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The most valuable feature of the solution is the traceability of actions."

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

More Salesforce Service Cloud pros

Cons

"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."

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

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

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

"I would like to add some bot features."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

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

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

"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."

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 a bit expensive."

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

"The price of the solution depends on how many users need access to it"

"Only enterprise businesses can afford the solution, and small companies cannot afford 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."

"The price is too expensive."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"The tool is pretty expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

13%

Manufacturing Company

11%

Legal Firm

Financial Services Firm

14%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

ServiceNow vs Cherwell Service Management

Compared 69% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 21% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 10% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 18% of the time

ServiceNow vs Salesforce Service Cloud

Compared 16% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

August 2025

Download Cherwell Service Management product report

Buyer's Guide

Salesforce Service Cloud

July 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

July 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: July 2025.

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