Home > Help Desk Software > Track-It > Track-It vs Salesforce Service Cloud

Track-It vs Salesforce Service Cloud

Last Updated: November 18th, 2024

Our analysts compared Track-It vs Salesforce Service Cloud based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels.

Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting.

The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management.

Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.

$50 Monthly

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$25/User, Monthly

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Mobile

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Product Assistance

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24/7 Live Support

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Product Insights

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

Accelerated Issue Resolution: Salesforce Service Cloud streamlines communication and automates workflows, enabling teams to respond to customer inquiries swiftly and effectively.
Personalized Customer Experiences: The platform captures customer data and preferences, allowing agents to tailor interactions and provide personalized support.
Improved Agent Productivity: Automated tasks, such as case routing and knowledge management, free up agents' time, enabling them to focus on complex customer issues.
Enhanced Collaboration: Service Cloud facilitates seamless collaboration between agents, allowing them to share knowledge, escalate cases, and provide real-time support to customers.
Increased Customer Satisfaction: By resolving issues promptly and efficiently, Service Cloud enhances customer satisfaction and loyalty, leading to improved brand reputation.
Actionable Insights: The platform provides comprehensive reporting and analytics, enabling managers to identify trends, measure performance, and make data-driven decisions to improve customer support operations.
Seamless Integration: Service Cloud integrates with other Salesforce applications, such as Sales Cloud and Marketing Cloud, providing a unified view of the customer journey.
Mobile Accessibility: The mobile app allows agents to access customer data and provide support on the go, ensuring uninterrupted service.
Scalability and Flexibility: The platform can be customized and scaled to meet the unique needs of businesses, accommodating growth and changing requirements.
Cost Savings: By automating processes and improving efficiency, Service Cloud helps businesses reduce operational costs associated with customer support.

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards.
Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system.
Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage.
Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management.
Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows.
Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.
Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records.
Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords.
Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights.
Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline.

Product Ranking

#31

among all
Help Desk Software

#43

among all
Help Desk Software

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Analyst Rating Summary

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User Sentiment Summary

78%

of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 recognized software review sites.

83%

of users recommend this product

Salesforce Service Cloud has a 'great' User Satisfaction Rating of 83% when considering 2232 user reviews from 5 recognized software review sites.

4.0 (60)

5.0 (12)

3.6 (85)

4.1 (1537)

4.07 (71)

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4.1 (70)

4.4 (509)

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4.5 (43)

3.2 (18)

3.9 (131)

Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.

Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.

Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.

Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.

Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

Intuitive User Interface: Salesforce Service Cloud's user-friendly interface makes it easy for support agents to quickly find the information they need to resolve customer issues.

Comprehensive Case Management: The platform provides robust case management capabilities, allowing agents to track and manage customer cases efficiently, ensuring timely resolution.

Seamless Integration with Salesforce Ecosystem: As part of the Salesforce ecosystem, Service Cloud seamlessly integrates with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Analytics Cloud, providing a unified view of customer interactions.

Robust Reporting and Analytics: Service Cloud offers advanced reporting and analytics capabilities, enabling businesses to gain insights into customer behavior, identify trends, and measure agent performance.

Customization and Flexibility: The platform's customizable features allow businesses to tailor the solution to their specific needs, creating a personalized experience for both agents and customers.

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.

Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.

Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.

Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.

Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

Complexity: Salesforce Service Cloud is a comprehensive tool, but its complexity can be overwhelming for some users. The learning curve can be steep, and the user interface can be difficult to navigate.

Customization: While Salesforce Service Cloud is customizable, the process can be time-consuming and complex. Users may need to hire a consultant or developer to help them customize the software to meet their specific needs.

Cost: Salesforce Service Cloud is a paid software, and the cost can be a barrier for some businesses. The cost of the software depends on the number of users and the features that are needed.

Reporting: Salesforce Service Cloud provides a variety of reporting options, but some users find the reports to be difficult to understand. The reports can also be slow to generate, which can be frustrating for users who need to access information quickly.

Integration: Salesforce Service Cloud can be integrated with other software, but the process can be complex. Users may need to hire a consultant or developer to help them integrate the software with their other systems.

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

Salesforce Service Cloud is widely praised for its user-friendly interface and seamless integration with other Salesforce products, which enables businesses to manage all customer interactions in one place. However, some users have reported occasional performance issues and limitations in customizing certain features, which can hinder the software's ability to fully adapt to specific business needs. Compared to similar products, Salesforce Service Cloud is often regarded as a more comprehensive solution, offering a wider range of features and functionalities. Its strengths lie in its robust reporting and analytics capabilities, which provide valuable insights into customer behavior and agent performance. Additionally, its mobile app allows for remote access and real-time updates, enhancing the flexibility of customer support operations. Salesforce Service Cloud is best suited for medium to large-sized businesses that require a comprehensive and scalable help desk solution. Its robust feature set, ease of use, and integration capabilities make it an ideal choice for organizations seeking to improve customer satisfaction and streamline their support processes.

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FAQ

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What are the top-rated propducts for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Which Help Desk Software is rated the highest by users? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Is there a requirement template for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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