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Agiloft Service Desk Suite vs Clarity SM comparison

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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
649
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 (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (19th)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

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

Pros

"Basically, to be frank, most of the features are awesome."
"The most valuable feature of Automation Anywhere is the automation that frees up time for our employees to engage with customers."
"AA has vastly improved my organization in gathering more business, reducing human efforts, and optimizing client business."
"The time savings from using Document Automation are substantial, as previously a team of about five to ten people managed specific processes end-to-end, such as processing fourteen thousand entries in a month, but after automation, that entire process is streamlined, saving us a lot of FTEs."
"I have some metrics at the top of my head, but they're a little abstract. Accomplishing what we've done so far with the bots in production would take 40,000. It's not a direct correlation of full-time employees because that's all work that would not have gotten done because they don't have time for that kind of nitty-gritty work."
"One thing I really like is the the recorder where you can connect with multiple systems. The OCR is also good."
"It's a great product, timely support, and guidance."
"AA has helped to automate a complex Audit process, saving auditors from doing the mundane manual task of logging into multiple applications independently while the bot securely manages credentials, collects screenshots, builds PDFs, and reports results."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​"
"In addition to IT, we also use this product on our business side to manage lobby flow for clients and workflow for our client service staff, and the product has allowed us to efficiently manage workflow, measure performance, and analyze customer service measures."
"Within the first calendar year of deploy, the incident manager was able to strategically set and meet the field support goal of responding and resolving 25% of incidents remotely."
"Modules of integrated ITIL managers."
"User satisfaction has improved dramatically for our customers."
"The database and the power that is driven behind the database."
"From a quick resolution point of view, the fact that xFlow has got the self-service that's linked to knowledge management means people are also able to solve their own problems without necessarily requiring tickets through the entire life cycle of second line support, and that has helped a lot."
 

Cons

"We have some ERPs tools which are not compatible with Automation Anywhere because they are legacy systems. We find that Automation Anywhere does not work with these at times. Just enabling the usability of Automation Anywhere on some of these legacy ERPs would help us, as we struggle regularly with this issue."
"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."
"The product is not the best that it could be. There is always room to improve it a bit more. They are heading in the right direction with their innovations."
"Not all data is good quality. This presents a challenge for automation, which is important."
"IQ Bot is useful but the price is not friendly."
"It needs stability improvements. Sometimes, it becomes unstable."
"We need a better way of getting upgrades or defect fixes. It is creating problems for us, as we have to go for a completely new version. Maintaining and managing existing bots, then coming up with new ones takes a lot of time. We would rather have a batch fix than an installation to an installation."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"​Compared to some of the other products, I think we are bit behind​.​"
"Where it does get bogged down, or it does encounter an error, is that a lot of times we're unable to track the error through the error log mechanism, and we then have to figure it out for ourselves."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Release Management is not supported out of the box"
"There is no documentation available from CA for SPEL code; I hope they make this available, so that we can customize it more."
 

Pricing and Cost Advice

"We have a three-year contract with Automation Anywhere."
"The solution is costly and the licensing is very confusing."
"This solution costs approximately $3,500 USD per license."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"I am not sure about the costs, but two Bot Runners and four Bot Creators may cost approximately 1CR."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"The solution is quite reasonable compared to other solutions in the market."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
"I think pricing of this model is suitable for growing corporations."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
24%
Construction Company
12%
Outsourcing Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise542
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

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.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about Agiloft Service Desk Suite vs. Clarity SM and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.