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 8.4, while SolarWinds is ranked #16 with an average rating of 9.0. Salesforce holds a 2.4% 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 55 Salesforce Service Cloud reviews

1,624 Views
731 Comparison Views

96% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

576 Views
467 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: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. SolarWinds Web Help Desk

July 2025

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Helped 865,384 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 (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

16th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% 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

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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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.

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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 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."

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

"It is a stable product."

"The plug-ins that work with other standard systems have made the product industry-ready."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

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

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"The complexity of the solution is very less."

More Salesforce Service Cloud pros

"It is easy to use."

"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."

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

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

Cons

"The solution's integration with the main ERP is a little cumbersome."

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

"The pricing of the solution can be made cheaper."

"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."

"It is kind of a struggle to get a report that shows something you want it to show."

"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."

"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."

"The pricing for what Salesforce Service Cloud offers is not great."

More Salesforce Service Cloud cons

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

"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."

"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."

"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)."

Pricing and Cost Advice

"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 Service Cloud is a highly expensive solution"

"Salesforce is very cost-effective."

"The tool is pretty 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."

"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."

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

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Retailer

16%

Performing Arts

11%

Manufacturing Company

10%

Government

10%

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?

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...

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What needs improvement with SolarWinds Web Help Desk?

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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...

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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 19% of the time

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Compared 15% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

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ServiceNow vs SolarWinds Web Help Desk

Compared 17% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 17% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 17% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 14% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 14% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

August 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

July 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: July 2025.

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