We performed a comparison between Hornbill Systems Supportworks and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"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."
"It is a stable product."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It's a cloud tool, so it is easy to set up."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"The most valuable feature of the solution is the traceability of actions."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"There is room for improvement in pricing."
"The main concern for me revolves around the speed of certain integrations."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The pricing for what Salesforce Service Cloud offers is not great."
"The integrations with other solutions can be improved."
"The product's high price is an area of concern where improvements are required."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Salesforce Service Cloud is ranked 8th in Help Desk Software with 41 reviews. Hornbill Systems Supportworks is rated 7.0, while Salesforce Service Cloud is rated 8.4. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Hornbill Systems Supportworks vs. Salesforce Service Cloud report.
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