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N-able MSP Manager vs Salesforce Service Cloud 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
6.8
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)
N-able MSP Manager
Average Rating
7.8
Reviews Sentiment
6.5
Number of Reviews
5
Ranking in other categories
Help Desk Software (24th), IT Service Management (ITSM) (21st)
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.
GK
CTO at InTTrust SA
Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility
I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.
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 is very easy to use and learn compared to a programming language, where you have to have a background in coding. Anyone can learn it. Learning the software is easy."
"There are a lot of savings in terms of effort and time as well as costs."
"Automation Anywhere helps improve our organization by allowing us to automate processes that should not be manual."
"I would rate this solution a ten out of ten."
"Our primary use has been to automate a few mundane tasks in the organization, which really helped us in this COVID situation, easing everyone's tasks, ensuring they were completed on time and without errors, keeping our customers happy, and enabling our vendors to help us meet customer satisfaction without compromising on anything."
"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."
"AA has improved our efficiency and saved on manual hours because no manual interaction is required."
"We found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."
"Don't get scared of the price tag because it's definitely worth it."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"We are an MSP, and for what we do, we have one centralized dashboard, and even though we're a small IT team, we can manage a ton of clients with a lot of automated processes, even for patch management."
"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"Logging activities and creating opportunities are easier than before, and it provides visibility of the sales pipeline."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The flexibility of the platform is what really separates it from the crowd."
"Service Cloud provides a best-of-breed cloud-based case management and call center solution."
"The interface is quite user-friendly."
"Customer service is very good."
"Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit."
 

Cons

"Compared to other RPA tools, the UI of Automation Anywhere is not that great and is not that easy to pick up for people, which takes more time for a newbie."
"I really appreciate the user interface of Automation Anywhere, but I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."
"When a bot is in production, sometimes the keystrokes will not work. I am not sure why, and we have tried to contact technical support. They said that they don't have an answer for this. It happens in the the remote environment when we are deploying a bot into AWS machines. So, technical support said this happens in AWS machines sometimes: If the bot is running and the machine is locked, then at that time, the key strokes will not work. They have provided that solution, but we are trying to avoid keystrokes now."
"However, it does not work as well with retrieving data from images."
"The Control room audit logs should be moved to an archive for those that are more than six months old."
"We have had so many stability issues."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents. Most of the automation tools that we have in the market are not able to get an accuracy of close to 80 to 90 percent on hand-written documents. So, I'm eagerly looking at a release from Automation Anywhere, wherein they could plug in an LP or look at some sort of a platform which could convert hand-written documents into a readable format. If they could bring in they own platform, this would make a big in-roads for the entire automation industry."
"We could use more accuracy with IQ Bot."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"There are too many products out there. What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be."
"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"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."
"Reporting could be improved."
"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."
"There's an issue where creating a repetitive appointment creates two appointments on the first occurrence."
"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."
"Specifically, they need to improve the Knowledge Management module."
"The integrations with other solutions can be improved."
"The product's high price is an area of concern where improvements are required."
 

Pricing and Cost Advice

"I do not know the price, but I am told that it is cheaper than UiPath."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"There is an annual license to use the solution."
"Time-wise: We have saved hundreds of thousands of hours."
"Don't get scared of the price tag because it's definitely worth it."
"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
"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."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"The price is too expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is 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."
"Salesforce is very cost-effective."
"The tool is pretty expensive."
"Salesforce is not a cheap product. It can be expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Construction Company
18%
Comms Service Provider
12%
Financial Services Firm
6%
Healthcare Company
6%
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 N-able MSP Manager?
I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive beca...
What is your primary use case for N-able MSP Manager?
I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I fac...
What advice do you have for others considering N-able MSP Manager?
I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the prod...
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)
SolarWinds LOGICnow, SolarWinds MSP Manager
Service Cloud
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
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 N-able MSP Manager vs. Salesforce Service Cloud and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.