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 #4 with an average rating of 8.3. IT Care Center holds a 0.2% 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

189 Views
12 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

607 Views
99 Comparison Views

96% willing to recommend

IT Care Center

Salesforce Service Cloud

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 IT Care Center faces challenges with its outdated interface, lack of a mobile app, and limited admin features.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.

To learn more, read our detailed IT Care Center vs. Salesforce Service Cloud Report (Updated: June 2025).

Buyer's Guide

IT Care Center vs. Salesforce Service Cloud

June 2025

Download the complete report

Helped 857,028 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

IT Care Center

Ranking in Help Desk Software

43rd

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (44th)

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

7.2

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 June 2025, in the Help Desk Software category, the mindshare of IT Care Center is 0.2%, 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

reviewer1566192

IT Customer Service Manager at a comms service provider with 201-500 employees

Saves time by resolving incidents and requests using self-service automation

* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. 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.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

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.

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

"It runs smoothly and all of the components are very easy to work with."

"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."

"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."

"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."

"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."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"It's a cloud tool, so it is easy to set up."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

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

"The complexity of the solution is very less."

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

"It is a stable product."

More Salesforce Service Cloud pros

Cons

"The UI screens could be a little bit more modern."

"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."

"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."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"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 is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"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."

"Reporting could be improved."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"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."

"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."

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

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

More Salesforce Service Cloud cons

Pricing and Cost Advice

"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."

"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."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"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."

"This product is very cheap when compared to other platforms."

"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 very cost-effective."

"Salesforce Service Cloud is a highly expensive solution"

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

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

"The price is too 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 tool is pretty 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

12%

Educational Organization

10%

Manufacturing Company

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.

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Comparisons

No data available

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Product Reports

Buyer's Guide

IT Care Center

June 2025

Download IT Care Center product report

Buyer's Guide

Salesforce Service Cloud

May 2025

Download 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

June 2025

Free Report: IT Care Center vs. Salesforce Service Cloud

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