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Kaseya Vorex vs Salesforce Service Cloud comparison

Why PeerSpot?
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Comparison Buyer's Guide

Executive Summary

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
6.8
Number of Reviews
668
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 (2nd), AI Procurement & Supply Chain (1st)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (20th)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
58
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (11th), Knowledge Management Software (6th), IT Alerting and Incident Management (15th)
 

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.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.
ManchikatlaShravani - PeerSpot reviewer
Salesforce Consultant at BYTENET
Omni-channel routing has transformed case handling and now supports complex field operations
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup. Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.

Quotes from Members

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

Pros

"It really does have a great dashboard. It has Bot Insight, it has MetaBots, and IQ Bots. It has so many features where it can read a file and loop."
"Automation Anywhere's OCR functionality stands out as the most valuable feature for us, as it allows us to swiftly extract data for repetitive tasks, significantly boosting our efficiency."
"The scope of automation by using Automation Anywhere has become wonderful."
"We are automatizing redundant activities, releasing employees to do value-added activities."
"Automating a tedious manual process has helped to reduce manual work and the time taken to process the records."
"The thing I appreciate most about Automation Anywhere is how integrated the aspects of it are."
"Automation Anywhere has improved our company a lot. The SLA of some tasks that we need to deliver to some clients has improved greatly."
"The most valuable feature is that it is intuitive. It is designed so business users can use it with a drag and drop functionality to develop automation of business processes. Since they are the experts on business processes, there are probably the best ones to create the automation."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The platform's most valuable feature is the ability to produce daily summary reports."
"Every aspect of the product has great security boundaries."
"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."
"Automation, order of execution, bulkification, and error monitoring are features that I found to be valuable, and with Salesforce, I have not faced any issues related to these functionalities."
"It's a great tool for collaboration because it can track and share everyone's input."
"The most valuable feature was the ability to quickly add customizable fields (and by quickly, I mean in less than two minutes) that were easily incorporated into the existing framework."
"I would rate the support received from Salesforce of the highest caliber, as they are very responsive and helpful and even sent a Product Director on-site to work with us on a particularly difficult issue."
"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."
"It is a stable product."
 

Cons

"We've had a lot of issues with the installation and performance on a variety of computers, onshore and offshore. Our network bounds multiple domains, and we've had issues there, as well. So, we are looking forward to the web-based development versions."
"The GUI can be improved by making it more user-friendly."
"It is negative right now. What we are expecting, for one bot creation, is a six-month turnaround for getting ROI, but that is only the developer man-hour versus actual time saved."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"Automation Anywhere can include database commands like insert row, bold row, etc commands in 11.x"
"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"Their bot runners could be made to handle multiple payloads at the same time because if I want to run multiple parallel operations, the number of bot runners that I have to buy just keeps increasing. It is adding to the cost. However, there is a possibility that we don't need that many bot runners, and we can run multiple operations in a bot runner. This would be a great addition to have."
"Kaseya Vorex's customization features could be better."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."
"The pricing for what Salesforce Service Cloud offers is not great."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The governor limits are a troubling feature of Salesforce"
"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 workforce management could use improvement as my client wasn't happy with the scheduling engine."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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."
 

Pricing and Cost Advice

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"Its price is competitive with all other products in the market."
"The cost is anywhere between $10,000 and $100,000."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"Currently, it stands as one of the more expensive RPA tools available."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
Information not available
"The price of the solution depends on how many users need access to it"
"Salesforce is not a cheap product. It can be expensive."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"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 price is too expensive."
"The tool is pretty expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The solution is priced at 50 dollars a month per user."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Outsourcing Company
15%
Financial Services Firm
11%
Comms Service Provider
7%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business21
Midsize Enterprise13
Large Enterprise26
 

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 needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
What is your experience regarding pricing and costs for Salesforce Service Cloud?
I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everyt...
What needs improvement with Salesforce Service Cloud?
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined a...
What is your primary use case for Salesforce Service Cloud?
Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projec...
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
CROWD, GetApp, Capterra, Software Advice
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
Find out what your peers are saying about Kaseya Vorex vs. Salesforce Service Cloud and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.