Salesforce Service Cloud and Spiceworks compete in the customer service software industry. Salesforce Service Cloud appears to have the upper hand due to its extensive features and strong customer support capabilities.
Features: Salesforce Service Cloud offers case management, customer 360 views, seamless integration with other Salesforce tools, omni-channel capabilities, and a knowledge management system to improve resolution times. Spiceworks provides a ticketing system, network inventory management, and freeware appeal, which covers essential IT needs for small businesses.
Room for Improvement: Salesforce Service Cloud users indicate the need for better email integration, more competitive pricing, and improved analytics. The UI and mobile app could also use optimization. Spiceworks users mention scalability constraints, network scanning efficiency, and UI refinement for better handling of large networks and ticketing system features.
Ease of Deployment and Customer Service: Salesforce Service Cloud is primarily deployed on public cloud, offering easy scalability and access, with high customer service ratings supported by a vast community. Spiceworks typically operates on-premises, making it potentially challenging for large networks but benefits from strong community-driven support.
Pricing and ROI: Salesforce Service Cloud is deemed expensive and requires consideration of long-term contracts for cost management but delivers noteworthy ROI via process automation. Spiceworks is free, providing a cost-effective solution with necessary functionalities for small businesses, with Salesforce justifying its cost for larger enterprises through extensive features.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
I would rate scalability highly because it is scalable, and there are always parts or other improvements.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Additionally, it is free software.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 2.0% |
| Spiceworks | 1.3% |
| Other | 96.7% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 25 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 14 |
| Large Enterprise | 10 |
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.
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