Salesforce Service Cloud vs Serviceaide ChangeGear comparison

Salesforce and Serviceaide are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.3, while Serviceaide is ranked #33. Salesforce holds a 2.3% mindshare in HDS, compared to Serviceaide’s 0.9% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 Comparison Views

96% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

519 Views
394 Comparison Views

85% willing to recommend

Salesforce Service Cloud

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Serviceaide ChangeGear compete in customer service and IT service management. Salesforce Service Cloud tends to have the upper hand in comprehensive customer service tools, while Serviceaide ChangeGear excels in streamlined IT change management capabilities.

Features:Salesforce Service Cloud offers automated workflows, integration options, and extensive CRM capabilities, enhancing customer interaction and service efficiency. Serviceaide ChangeGear provides strong change management workflows, service request automation, and effective audit compliance, targeting IT service management excellence.

Room for Improvement:Salesforce Service Cloud can improve by enhancing IT management features, reducing initial setup complexity, and expanding focused training options for IT-specific scenarios. Serviceaide ChangeGear could benefit from better CRM features, more integration with external applications, and enhanced customer interface design to support broader service operations.

Ease of Deployment and Customer Service:Salesforce Service Cloud is known for scalability and comprehensive global support, accommodating complex deployments. Serviceaide ChangeGear facilitates a straightforward deployment model tailored to IT environments, offering quick-to-implement solutions and efficient customer service for IT needs.

Pricing and ROI:Salesforce Service Cloud has a higher initial cost but promises significant ROI through its broad capabilities. Serviceaide ChangeGear presents a cost-effective upfront investment, with ROI fueled by enhanced IT service performance.

To learn more, read our detailed Salesforce Service Cloud vs. Serviceaide ChangeGear Report (Updated: September 2025).

Buyer's Guide

Salesforce Service Cloud vs. Serviceaide ChangeGear

September 2025

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Helped 869,566 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

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Serviceaide ChangeGear

Ranking in Help Desk Software

33rd

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (33rd)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.9%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.3%
Serviceaide ChangeGear	0.9%
Other	96.8%

Help Desk Software

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

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

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

"It is a stable product."

"The product's initial setup phase was straightforward."

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

"There is an out-of-the-box feature for reporting and analytics"

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The interface is quite user-friendly."

More Salesforce Service Cloud pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Cons

"Reporting could be improved."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"I would like to add some bot features."

"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 product's high price is an area of concern where improvements are required."

"The governor limits are a troubling feature of Salesforce"

More Salesforce Service Cloud cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"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."

"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."

"Salesforce Service Cloud is a bit expensive."

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

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

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

More Salesforce Service Cloud pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

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?

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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...

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Compared 25% of the time

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Compared 7% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 74% of the time

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More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2025

Download Salesforce Service Cloud product report

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Serviceaide ChangeGear product report

Also Known As

Service Cloud

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Overview

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

Sample Customers

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

Oakwood Systems Group

Buyer's Guide

Salesforce Service Cloud vs. Serviceaide ChangeGear

September 2025

Free Report: Salesforce Service Cloud vs. Serviceaide ChangeGear

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