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ConnectWise RMM vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

ROI

Sentiment score
7.3
ConnectWise RMM enhances efficiency and IT management by automating tasks, reducing downtime, and enabling easy software deployment and remote access.
Sentiment score
6.5
Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.
It saves probably more than 50% of the time that would have been required, likely around 75%.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
8.3
ConnectWise RMM's support is praised for its 24/7 availability and expertise, though some experience remote communication issues.
Sentiment score
5.6
Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.
I rate their support and customer service with ConnectWise as good, as their support team is quick to answer chat requests.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
 

Scalability Issues

Sentiment score
8.2
ConnectWise RMM offers scalable SaaS solutions, efficiently managing diverse environments and thousands of endpoints for flexible client requirements.
Sentiment score
8.1
Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
9.1
ConnectWise RMM is highly praised for stability, with reliable agents and minimal maintenance, often rated ten out of ten.
Sentiment score
7.9
Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

ConnectWise RMM needs better automation, customizable dashboards, and improved query flexibility, with reasonable pricing but room for enhancement.
Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.
The pricing for ConnectWise RMM is reasonable.
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

ConnectWise RMM provides flexible pricing, with costs starting at $2.50 per endpoint, including valuable NOC and help desk services.
Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
 

Valuable Features

ConnectWise RMM enhances efficiency with robust patch management, remote access, automation, and intuitive integration for comprehensive network visibility.
Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.
The ability to do deployments through ConnectWise RMM's scripting features allows us to deploy new software or monitor the status of antivirus or system protection software, presenting another measurable benefit for us regarding ROI.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
 

Categories and Ranking

ConnectWise RMM
Ranking in IT Alerting and Incident Management
15th
Average Rating
8.0
Reviews Sentiment
8.2
Number of Reviews
6
Ranking in other categories
Network Monitoring Software (66th), Server Monitoring (21st), IT Infrastructure Monitoring (49th), Cloud Monitoring Software (36th), Remote Monitoring and Management (RMM) (7th), Patch Management (25th), Unified Endpoint Management (UEM) (17th)
Salesforce Service Cloud
Ranking in IT Alerting and Incident Management
6th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
CRM Customer Engagement Centers (1st), Help Desk Software (4th), Knowledge Management Software (3rd)
 

Mindshare comparison

As of October 2025, in the IT Alerting and Incident Management category, the mindshare of ConnectWise RMM is 0.6%, up from 0.6% compared to the previous year. The mindshare of Salesforce Service Cloud is 0.6%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud0.6%
ConnectWise RMM0.6%
Other98.8%
IT Alerting and Incident Management
 

Featured Reviews

JonMcWilliams - PeerSpot reviewer
An agent-based solution that monitors and manages various networks but lacks support
Once you've established the client in the RMM tool, you create the site. Setting up the site can be a bit onerous because of the recent changes, which we need to learn. However, once it's set up, deploying the agent is extremely simple and straightforward. It's as easy as using a URL that people can visit, which will automatically determine the environment and download the necessary components. The initial setup can be somewhat challenging. If it's a new site, it'll probably take me about an hour to set it up. It's a matter of getting familiar with the process. As far as deploying the agents to the individual endpoints is concerned, that's literally minutes. Customers can do that themselves. A few of us can do set up the initial site. Anyone can handle the agents deployment. In our case, it's quite doable even by sending the URL to the customer.
MARIA PILAR CANDA - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Performing Arts
13%
Computer Software Company
11%
Comms Service Provider
10%
Educational Organization
8%
Financial Services Firm
15%
Performing Arts
9%
Computer Software Company
9%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise13
Large Enterprise24
 

Questions from the Community

What is your experience regarding pricing and costs for Continuum Command?
There are different subscriptions available for ConnectWise RMM that you can choose from. Essentially, our endpoint costs around two dollars and fifty cents per endpoint per month. If we opt for a ...
What needs improvement with Continuum Command?
The pricing for ConnectWise RMM is reasonable, and I feel that we're getting good value for the dollars that we're spending even though I don't have anything to compare it against.
What is your primary use case for Continuum Command?
As an MSP, we utilize ConnectWise RMM for the management of our client environment.
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.
What needs improvement with Salesforce Service Cloud?
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 chall...
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...
 

Also Known As

Continuum Command, Continuum RMM
Service Cloud
 

Overview

 

Sample Customers

Frontier Business Products, Itek Systems Management, ZLan, Karpel, MySherpa, Arvig, CCSI, Leap Managed IT, eProsper, Pensar, Gordon Flesch, LeadingEdge, NSI, Server Sentry, Computer Consultants, Keystone IT Consulting, Ekaru, Epic Technologies, Rouse Consulting, Empower Information Systems, Computer Solutions Group, The Critical Update, Voice Smart Networks, CMIT Solutions, Preferred Communication Systems, G2 Tech Group, Pulse Business Solutions, Greystone Technology Group, Clare Computer Solutions, Evolve IT Australia
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 PagerDuty, Splunk, Atlassian and others in IT Alerting and Incident Management. Updated: September 2025.
869,566 professionals have used our research since 2012.