IdeaScale vs Salesforce Service Cloud Comparison

Overview

IdeaScale is idea management software that empowers you to leverage your most valuable resource – passionate people – to...

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$4999.00/yr.year
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$25.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.6

(27)

5

4

3

2

1

19

6

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

5

4

3

2

1

232

170

35

6

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

Consequently, you would think that I wouldn't be impressed by IdeaScale's offerings, but I was in for a very pleasant experience.
This tool is fantastic for fostering internal and external innovation. I think that the top down innovation model is outmoded and Ideascale is the best way to shatter it.
IdeaScale meets all my agency needs in fostering a culture of innovation. We enjoy the ease of use, features, and the wonderful customer service.

Pros

Benefits are great had video chatting and a small rectangle to show the calls coming in and out. Sometimes worked sucked and hope salesforce to crash so i wouldnt have to work lol.
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.
It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters.

Cons

Another platform is hard to get users to embrace... the government buys a lot of them. They die ignoble deaths.
Understanding that some are hesitant to try “new things,” my team had to be diligent in our quest to use this platform for ideation.
No channel to submit/capture unsolicited ideas.

Cons

One of the disadvantage which i find is to be with the pricing as it is on a bit higher side and the downtime is sometimes is very irritating.
Lack of pdf generation on clicking of custom button is a MAJOR limitation. Very poor customer support.
Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.
  • Vendor responds to reviews
  • Last review20 days ago
  • Vendor responds to reviews
  • Last review11 days ago

Key features

  • Total features4
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Archiving & Retention
  • Asset Management
  • Assignment Management
  • Audit Trail
  • Authentication
  • Automatic Notifications
  • Availability Indicator
  • CRM Integration
  • Call Transfer
  • Caller ID
  • Case Management
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Conferencing
  • Contact History
  • Contact Management
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Communities
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Goal Setting / Tracking
  • Guided Problem Solving
  • History Tracking
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Lead Assignment
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Online Forums
  • Order Management
  • Performance Management
  • Performance Reports
  • Permission Management
  • Pipeline Reports
  • Prioritizing
  • Problem Management
  • Projections
  • Real Time Monitoring
  • Real Time Updates
  • Records Management
  • Remote Access
  • Reporting & Statistics
  • Request Routing
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Tracking
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Support
  • Website Integration
  • Work Order Management
  • Workflow Management
  • Total features97
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Archiving & Retention
  • Asset Management
  • Assignment Management
  • Audit Trail
  • Authentication
  • Automatic Notifications
  • Availability Indicator
  • CRM Integration
  • Call Transfer
  • Caller ID
  • Case Management
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Conferencing
  • Contact History
  • Contact Management
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Communities
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Goal Setting / Tracking
  • Guided Problem Solving
  • History Tracking
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Lead Assignment
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Online Forums
  • Order Management
  • Performance Management
  • Performance Reports
  • Permission Management
  • Pipeline Reports
  • Prioritizing
  • Problem Management
  • Projections
  • Real Time Monitoring
  • Real Time Updates
  • Records Management
  • Remote Access
  • Reporting & Statistics
  • Request Routing
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Tracking
  • Third Party Integration
  • Two-Way Audio & Video
  • Video Support
  • Website Integration
  • Work Order Management
  • Workflow Management

Integrations

  • Total integrations6
  • Box
  • Dropbox Business
  • G Suite
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations110
  • Box
  • Dropbox Business
  • G Suite
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

IdeaScale vs. Salesforce Service Cloud

See how IdeaScale and Salesforce Service Cloud stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.