Salesforce Service Cloud vs SolarWinds Web Help Desk comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.3, while SolarWinds is ranked #18 with an average rating of 9.0. Salesforce holds a 2.2% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

607 Views
99 Comparison Views

96% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

543 Views
94 Comparison Views

85% willing to recommend

Salesforce Service Cloud

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and SolarWinds Web Help Desk are customer service software solutions. Salesforce Service Cloud holds an advantage due to its comprehensive features and better customer satisfaction.

Features: Salesforce Service Cloud offers advanced automation, AI-driven insights, and integration within the Salesforce ecosystem, providing scalable and customizable solutions. SolarWinds Web Help Desk focuses on streamlined ticket management, asset discovery, and integration with SolarWinds IT management tools.

Room for Improvement: Salesforce Service Cloud could improve by reducing the complexity of customization and enhancing initial setup time. Additionally, the system could be less dependent on third-party integrations. SolarWinds Web Help Desk may benefit from strengthening its user interface, expanding its integration options beyond SolarWinds tools, and enhancing reporting capabilities.

Ease of Deployment and Customer Service: Salesforce Service Cloud delivers a cloud-based service with robust support resources and an efficient onboarding process. SolarWinds Web Help Desk offers both on-premises and cloud options, valued for ease of setup but is more reliant on internal resources.

Pricing and ROI: Salesforce Service Cloud involves a higher initial investment, justified by comprehensive features offering better long-term ROI. In contrast, SolarWinds Web Help Desk provides a lower initial cost, viewed as cost-effective for essential functionalities with operational efficiency.

To learn more, read our detailed Salesforce Service Cloud vs. SolarWinds Web Help Desk Report (Updated: June 2025).

Buyer's Guide

Salesforce Service Cloud vs. SolarWinds Web Help Desk

June 2025

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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

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)

SolarWinds Web Help Desk

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.2%, up from 1.4% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.3%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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

Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Supports case and incident reporting with responsive support

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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

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

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"It is a stable product."

"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."

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

"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."

"The complexity of the solution is very less."

More Salesforce Service Cloud pros

"SolarWinds is scalable as far as adding devices and servers."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"It is easy to use."

"Once installed, it runs like a charm and doesn't ever crash."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"The most valuable feature of this solution is the assets management module."

Cons

"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."

"Salesforce Service Cloud's report functionality could be improved."

"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."

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

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

"The documentation could be improved."

"There is room for improvement in pricing."

More Salesforce Service Cloud cons

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"This solution needs to have mobile application support added."

"A little outdated compared to newer products that include protection and detection."

"It would be good if there were training and tutorial videos on the Web Help Desk."

Pricing and Cost Advice

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

"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 is very cost-effective."

"Salesforce Service Cloud is a highly expensive solution"

"The price is too expensive."

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

"Salesforce is not a cheap product. It can be expensive."

More Salesforce Service Cloud pricing and cost advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Computer Software Company

12%

Educational Organization

10%

Manufacturing Company

Educational Organization

58%

Retailer

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

See all answers

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.

See all answers

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

What needs improvement with SolarWinds Web Help Desk?

See all answers

What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

See all answers

Comparisons

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Compared 24% of the time

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Compared 21% of the time

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Compared 20% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 18% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

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Product Reports

Buyer's Guide

Salesforce Service Cloud

May 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

May 2025

Download SolarWinds Web Help Desk product report

Also Known As

Service Cloud

No data available

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

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

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

Instacart

Buyer's Guide

Salesforce Service Cloud vs. SolarWinds Web Help Desk

June 2025

Free Report: Salesforce Service Cloud vs. SolarWinds Web Help Desk

Find out what your peers are saying about Salesforce Service Cloud vs. SolarWinds Web Help Desk and other solutions. Updated: June 2025.

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