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Salesforce Service Cloud vs SolarWinds Web Help Desk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
57
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (7th), Knowledge Management Software (5th), IT Alerting and Incident Management (10th)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Sukanya Sen - PeerSpot reviewer
Preseales And Solution Head at Tata Consultancy
Field service has become more customer focused but asset-centric workflows still need improvement
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless. The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry. Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.
GANESAN K - PeerSpot reviewer
Senior Technical Engineer at Safezone Secure Solutions Private Limited
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I definitely find that it has helped increase productivity."
"We have automated our critical functions, like supply chain management and purchase orders, and we have staff who have been moved out of the mundane tasks and are now doing value-added activities."
"We work on SAP as well as many other internal platforms, and this solution can very easily be moved between them."
"We get positive feedback from the client regarding the processes that we have developed, as it saves a lot of their manual time and most of their work is done by the bot, without any human intervention."
"It is easy to use and developer-friendly. The development time is very short. If any system needs to be changed or any functionality needs to be incorporated to any of the technology, it usually will be a long process, like months. With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly. With some of our use cases, we were able to deliver within the time frame of two to three weeks, which is the biggest plus with this tool."
"In one of the use cases, we used to have around 300 tickets per month which has been reduced to almost zero now."
"It is easier to learn, implement, and get things done with Automation Anywhere compared to other tools on market right now."
"It is very self-explanatory, making it easy for non-technical users to develop."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"Customer service is very good."
"The flexibility of the platform is what really separates it from the crowd."
"It's a cloud tool, so it is easy to set up."
"Being able to report on the Case data and use it to create Dashboards for our upper level management who are already familiar with Salesforce is important."
"It gives a 360 degree view without any gaps, while serving the customers, which in turn, increases customer satisification."
"Salesforce Service Cloud improved our organization with its mobile capabilities."
"Service Cloud has allowed our organization to centralize multiple tools and resources into one tech stack that has optimized our ability to coordinate service efforts across the organization."
"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."
"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."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"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 is easy to use."
 

Cons

"It does not easily integrate with customized solutions."
"The areas that need improvement are the license management, user access permission, user role access management, and technical support."
"I would like to see integration better integration with Excel and SAP."
"For the short term, in this pandemic era, they should have a feature to write and save directly into Word documents, Office 365, or Google Docs."
"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."
"The AA portal should not give us pop-ups every time a bot agent is updated."
"It is good for standard procedures with an SOP. For those, it works well. But there are processes that are tricky and need human intervention and intelligence. In those cases, the process gets stuck."
"We had several issues when trying to connect the different components, due to our firewalls. They were eventually solved by our internal IT and the AA technical team."
"I guess it loses a point because the demos we see on world tours have a lot of customization in them and are not at all out-of-the-box."
"The prices for storing files - like example attachments - are really high per GB."
"UI/UX has always proven difficult to keep up with. Salesforce, in general, requires a continued training effort to keep people up to speed and to encourage adoption in the tools."
"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."
"While there is extensive reporting in the system, there is not always a direct route to get what you are looking for."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Specifically, they need to improve the Knowledge Management module."
"It is kind of a struggle to get a report that shows something you want it to show."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"The technical team is not competent, or available, and they do not know the product."
"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 working part, the deployment part, and the configuration part was a little bit complex."
"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."
"This solution needs to have mobile application support added."
"However, it's a little outdated compared to newer products that include protection and detection."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
 

Pricing and Cost Advice

"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."
"AA comes at a more affordable price than the other tools."
"It costs up to $1,200 per license."
"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"In terms of pricing, this is a good product."
"Overall, the pricing of Automation Anywhere is good."
"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."
"Roughly, as of today, it is around $250,000 annually."
"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 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."
"Salesforce Service Cloud is a highly expensive solution"
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The price is too expensive."
"Salesforce is very cost-effective."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
16%
University
8%
Outsourcing Company
7%
Construction Company
7%
Financial Services Firm
11%
Construction Company
10%
Retailer
10%
Performing Arts
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise26
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What needs improvement with Salesforce Service Cloud?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Custom...
What is your primary use case for Salesforce Service Cloud?
I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in th...
What needs improvement with SolarWinds Web Help Desk?
Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...
What is your primary use case for SolarWinds Web Help Desk?
For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...
What advice do you have for others considering SolarWinds Web Help Desk?
We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Service Cloud
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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
Find out what your peers are saying about Salesforce Service Cloud vs. SolarWinds Web Help Desk and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.