Try our new research platform with insights from 80,000+ expert users

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 #14 with an average rating of 9.0. Salesforce holds a 2.3% mindshare in HDS, compared to SolarWinds’s 1.5% 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 55 Salesforce Service Cloud reviews
  • 1,986 Views
  • 914 Comparison Views
96% willing to recommend
SolarWinds Web Help Desk
Read 8 SolarWinds Web Help Desk reviews
  • 661 Views
  • 555 Comparison Views
85% willing to recommend
 

Comparison Buyer's Guide

Download the report
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.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Salesforce Service Cloud vs. SolarWinds Web Help Desk Report (Updated: September 2025).
Buyer's Guide
Salesforce Service Cloud vs. SolarWinds Web Help Desk
September 2025
Download the complete report
Helped 869,760 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
55
Ranking in other categories
CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
SolarWinds Web Help Desk
Ranking in Help Desk Software
14th
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
No ranking in other categories
 

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 SolarWinds Web Help Desk is 1.5%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud2.3%
SolarWinds Web Help Desk1.5%
Other96.2%
Help Desk Software
 

Featured Reviews

MARIA PILAR CANDA - PeerSpot reviewer
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.
Read full review
GANESAN K - PeerSpot reviewer
Has supported daily operational workflows and improved approval management across departments
We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.
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

"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"It's a cloud tool, so it is easy to set up."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"The interface is quite user-friendly."
"Nobody can compete with Salesforce Service Cloud's scalability."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"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."
More Salesforce Service Cloud pros
"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."
"SolarWinds is scalable as far as adding devices and servers."
"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
 

Cons

"Reporting could be improved."
"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."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The governor limits are a troubling feature of Salesforce"
"The solution's integration with the main ERP is a little cumbersome."
"The solution’s user interface could be improved and enhanced."
"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."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
More Salesforce Service Cloud cons
"The working part, the deployment part, and the configuration part was a little bit complex."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"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."
 

Pricing and Cost Advice

"The solution is priced at 50 dollars a month per user."
"The price of the solution depends on how many users need access to 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 not a cheap product. It can be expensive."
"Salesforce Service Cloud is a highly expensive solution"
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"The price is too 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."
report
See which vendors are best for you
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
See recommendations
869,760 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
15%
Performing Arts
9%
Computer Software Company
9%
Manufacturing Company
9%
Retailer
16%
Performing Arts
11%
Manufacturing Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise13
Large Enterprise24
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

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 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 chall...
See all answers
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...
See all answers
What needs improvement with SolarWinds Web Help Desk?
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 ...
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

Microsoft Dynamics CRM vs Salesforce Service Cloud Logo
Microsoft Dynamics CRM vs Salesforce Service Cloud
Compared 25% of the time
ServiceNow vs Salesforce Service Cloud Logo
ServiceNow vs Salesforce Service Cloud
Compared 14% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 7% of the time
Pega CRM vs Salesforce Service Cloud Logo
Pega CRM vs Salesforce Service Cloud
Compared 6% of the time
Oracle Fusion Service vs Salesforce Service Cloud Logo
Oracle Fusion Service vs Salesforce Service Cloud
Compared 5% of the time
More Salesforce Service Cloud Competitors
ServiceNow vs SolarWinds Web Help Desk Logo
ServiceNow vs SolarWinds Web Help Desk
Compared 16% of the time
Freshservice vs SolarWinds Web Help Desk Logo
Freshservice vs SolarWinds Web Help Desk
Compared 16% of the time
ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk Logo
ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk
Compared 14% of the time
BMC Helix ITSM vs SolarWinds Web Help Desk Logo
BMC Helix ITSM vs SolarWinds Web Help Desk
Compared 13% of the time
N-able MSP Manager vs SolarWinds Web Help Desk Logo
N-able MSP Manager vs SolarWinds Web Help Desk
Compared 12% of the time
More SolarWinds Web Help Desk Competitors
 

Product Reports

Buyer's Guide
Salesforce Service Cloud
September 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
SolarWinds Web Help Desk
September 2025
SolarWinds Web Help Desk reportDownload 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:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. 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.
  6. 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
September 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: September 2025.
DOWNLOAD NOW
869,760 professionals have used our research since 2012.
See our Salesforce Service Cloud vs. SolarWinds Web Help Desk report.
See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.