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IT Care Center vs Salesforce Service Cloud comparison

IT Care Center and Salesforce are both solutions in the Help Desk Software category. IT Care Center is ranked #43, while Salesforce is ranked #5 with an average rating of 8.3. IT Care Center holds a 0.1% mindshare in HDS, compared to Salesforce’s 2.2% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
IT Care Center
Read 7 IT Care Center reviews
  • 175 Views
  • 21 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 53 Salesforce Service Cloud reviews
  • 609 Views
  • 494 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and IT Care Center compete in customer support and IT management platforms. Salesforce has the upper hand due to its extensive CRM capabilities and broader customer engagement scenarios.

Features:Salesforce Service Cloud offers robust case management, seamless integration with Salesforce data, and powerful automation tools. IT Care Center focuses on customizable workflow automation, intuitive IT task management, and flexible form creation, catering specifically to IT needs.

Room for Improvement:Salesforce Service Cloud struggles with email integration, limited mobile app functionality, and a complex pricing structure. IT Care Center faces challenges with its outdated interface, lack of a mobile app, and limited admin features. Both platforms have areas requiring enhancement but differ in focus.

Ease of Deployment and Customer Service:Salesforce Service Cloud is mostly cloud-based, offering easy access and strong community support. IT Care Center, being on-premises, benefits those needing close deployment control. Salesforce provides extensive resources, while IT Care Center allows for flexible licensing and admin-driven changes.

Pricing and ROI:Salesforce Service Cloud is known for higher costs due to its vast capabilities, offering strong ROI for enterprises with extensive needs. IT Care Center presents a cost-effective model with inclusive pricing, appealing to smaller firms. Salesforce involves careful cost analyses, while IT Care Center is praised for transparent pricing.

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To learn more, read our detailed IT Care Center vs. Salesforce Service Cloud Report (Updated: April 2025).
Buyer's Guide
IT Care Center vs. Salesforce Service Cloud
April 2025
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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

IT Care Center
Ranking in Help Desk Software
43rd
Average Rating
8.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
IT Service Management (ITSM) (46th)
Salesforce Service Cloud
Ranking in Help Desk Software
5th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of IT Care Center is 0.1%, up from 0.0% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

AY
Easy to use, helping us reduce costs by half
The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.
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ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Quotes from Members

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

Pros

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."
"It runs smoothly and all of the components are very easy to work with."
"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."
"It's a cloud tool, so it is easy to set up."
"In terms of visibility to my boss and the team, it does help a lot."
"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."
"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"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"
"The most valuable feature of Salesforce Service Cloud is its ease of use."
More Salesforce Service Cloud pros
 

Cons

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
"The UI screens could be a little bit more modern."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The main concern for me revolves around the speed of certain integrations."
"The solution could continue improving its artificial intelligence capabilities."
"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."
"The solution’s user interface could be improved and enhanced."
"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 documentation could be improved."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
"This product is very cheap when compared to other platforms."
"The licensing model is very flexible."
"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"Salesforce Service Cloud is a bit expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"Salesforce is very cost-effective."
"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."
"Salesforce is not a cheap product. It can be expensive."
"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."
More Salesforce Service Cloud pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
11%
Manufacturing Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
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What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
See all answers
 

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Product Reports

Buyer's Guide
IT Care Center
April 2025
IT Care Center reportDownload IT Care Center product report
Buyer's Guide
Salesforce Service Cloud
April 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
Service Cloud
 

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

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

Information Not Available
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
IT Care Center vs. Salesforce Service Cloud
April 2025
Free Report: IT Care Center vs. Salesforce Service Cloud
Find out what your peers are saying about IT Care Center vs. Salesforce Service Cloud and other solutions. Updated: April 2025.
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