No more typing reviews! Try our Samantha, our new voice AI agent.

Salesforce Service Cloud vs TOPdesk comparison

Sponsored
 

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
641
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 (1st), 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 (9th)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (15th), IT Service Management (ITSM) (13th)
 

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.
Martina Peneva - PeerSpot reviewer
People Technology Lead at Scandinavian Tobacco Group
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

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

Pros

"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."
"It has drag-and-drop features, which makes it very fast for us to gather the required data."
"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 is the first RPA solution we have taken and suggested implementing it to our customers, and it has helped tremendously in assisting our customers in achieving their goals."
"It saves us man-hours, headcount, and processing time, and we have automated the equivalent headcount of 500 FTEs since we started, with those people doing different types of work activities instead of being laid off."
"The product has improved our organization cost-wise and bank savings in transactions. Everything has been changed for the better."
"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."
"By automating most of our LOB's on the healthcare side and putting it on production, we have saved millions of dollars and were also able to achieve FTE benefits."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The whole CRM suite is valuable, and it's a platform upon which to rapidly build applications."
"Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%."
"Clients gain productivity and save time with Salesforce Service Cloud."
"The most valuable feature of the solution is the traceability of actions."
"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."
"The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy; you can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily."
"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."
"The most valuable feature of TOPdesk is the reports."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"As we have moved to an off-premises deployment, we get regular updates."
"Its ITSM approach is quite useful."
"The most valuable feature of the solution is the ticketing feature."
"It is an easy-to-use solution."
"Change management is the most critical feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
 

Cons

"Because we are very new to our process, so we're still sort of working through it."
"The human training area is still something that needs to be improved. It's not so much the actual technology learning, but rather how you bring this to life with all the peripheral competencies that are needed for it."
"An option should be provided to disable the flow and dual-mode since those are not used often by the developers, and hence take up extra space on the screen."
"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."
"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."
"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."
"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."
"The only reason I wouldn't rate it higher is because a COE Manager still not getting the full benefit from it and because the premium is a little bit expensive."
"The main concern for me revolves around the speed of certain integrations."
"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 prices for storing files - like example attachments - are really high per GB."
"It also needs a faster and smoother UI."
"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."
"As a help desk solution, ZenDesk is much better."
"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 workforce management could use improvement as my client wasn't happy with the scheduling engine."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"It is time-consuming to add new users."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"An operator is also a user but requires creating two different records."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"The solution's change management could be better."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
 

Pricing and Cost Advice

"It is not cheap, but we are able to get an ROI."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"Because it reduced the time duration of our processes, our costs went down."
"It's cheaper than other similar solutions."
"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."
"The price is too expensive."
"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"
"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 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 is not a cheap product. It can be expensive."
"The solution's pricing is reasonable and not expensive."
"The solution is inexpensive compared to competitors."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"TOPdesk's pricing is cheaper than Jira's."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
900,747 professionals have used our research since 2012.
 

Top Industries

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

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise25
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

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 is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...
 

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
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about Salesforce Service Cloud vs. TOPdesk and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.