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Salesforce Service Cloud vs SolarWinds Web Help Desk comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #5 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
  • 609 Views
  • 494 Comparison Views
96% willing to recommend
SolarWinds Web Help Desk
Read 7 SolarWinds Web Help Desk reviews
  • 632 Views
  • 294 Comparison Views
85% willing to recommend
 

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.

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To learn more, read our detailed Salesforce Service Cloud vs. SolarWinds Web Help Desk Report (Updated: April 2025).
Buyer's Guide
Salesforce Service Cloud vs. SolarWinds Web Help Desk
April 2025
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Helped 850,028 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
5th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), 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
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 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 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

ChanchalSaxena - PeerSpot reviewer
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 - PeerSpot reviewer
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.
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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

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The interface is quite user-friendly."
"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."
"Nobody can compete with Salesforce Service Cloud's scalability."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It integrates with all our platforms, providing a comprehensive view of the customer."
More Salesforce Service Cloud pros
"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."
"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."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
 

Cons

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"The documentation could be improved."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
More Salesforce Service Cloud cons
"It would be good if there were training and tutorial videos on the Web Help Desk."
"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."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
 

Pricing and Cost Advice

"The price is too expensive."
"Salesforce is very cost-effective."
"Salesforce is not a cheap product. It can be expensive."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"Salesforce Service Cloud is a bit expensive."
"Salesforce Service Cloud is a highly expensive solution"
"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."
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
13%
Educational Organization
11%
Manufacturing Company
10%
Educational Organization
72%
Retailer
4%
Healthcare Company
3%
Computer Software Company
3%
 

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?
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
 

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Product Reports

Buyer's Guide
Salesforce Service Cloud
April 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
Help Desk Software
April 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
April 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: April 2025.
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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.