We performed a comparison between Salesforce Sales Cloud, Salesforce Service Cloud, and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."Suitable for all sizes of organizations."
"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."
"The scalability is good."
"The company wants to implement the idea of democracy within IT. As an end user, you can do a lot by yourself, so you do not have to write code. The idea is that they go for low-code and they use flow. It's possible to update records and do things like automation without writing real codes. I think this is one of the advantages of the solution."
"I've found lead management to be the most valuable feature of Salesforce Sales Cloud. It helps capture, track, and manage leads throughout the sales process. The tool is easy to learn."
"The most valuable features of Salesforce Sales Cloud are increased productivity and business accuracy."
"Salesforce's user interface is easy to use, and the reporting is good. It worked well with Excel, so I was okay with it. I don't know about integration with any other software because I didn't have to deal with them."
"CRM solution that performs well. It's multifeatured, so you can use it for different activities such as managing opportunities, managing revenue, reviewing leads, etc."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The complexity of the solution is very less."
"The product's initial setup phase was straightforward."
"It is a stable product."
"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."
"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."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."
"The high price of the product is an area of concern where improvements are required."
"Amount of storage provided is limited."
"I would like to see licensing fees reduced in the next release."
"The solution can be difficult to understand for customers of Salesforce."
"The monitoring is very good, but it could be better."
"Its licensing can be improved to accommodate small companies. They provide a certain number of licenses in a set or batch, and you have to buy the set. For example, if they have 20 licenses in a set, you have to get the whole set, even if you need just three licenses, which could be a barrier for small companies. There is no option to buy fewer licenses. So, small companies have to go for a smaller CRM, such as HubSpot."
"Salesforce Sales Cloud needs a more user-friendly interface."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"Salesforce Service Cloud's report functionality could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The product's high price is an area of concern where improvements are required."
"There is room for improvement in pricing."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"The solution's change management could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"Change management implementation, facility management, and making reservations on assets can be improved."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"An operator is also a user but requires creating two different records."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"It is time-consuming to add new users."
