We performed a comparison between BigPanda and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The main thing that we like about BigPanda is the user interface."
"Alert deduplication and correlation - In an environment like the NOC where you're ingesting hundreds and thousands of alerts from various monitoring sources, it's time consuming and difficult to go through individual alerts and also difficult to spot critical issues. It's been great to have BigPanda not only deduplicate alerts but also correlate alerts that are seemingly unrelated, to create a clearer picture."
"The most valuable features of BigPanda are the API integration was good. It enables us to do faster onboarding."
"We have also made extensive use of the outbound integrations to ticketing systems (JIRA) and collaboration tools (Slack). The main driver for us has been getting all alerting into a single UI and enabling us to streamline our incident management process."
"The solution is user-friendly and has good performance and certification."
"The best of a bad lot was the error message deduping."
"Alert aggregation was the primary requirement. BigPanda pulls all this together into a single UI for us, allowing us to see related alerts grouped together into an incident, and enables us to easily create a JIRA ticket and Slack channel to manage an issue."
"The most useful feature has been the AI/ML. The way BigPanda uses the AI/ML is good compared to other SRE tools."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It is a stable product."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It's a cloud tool, so it is easy to set up."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The cost of this product is too high compared to New Relic."
"Analytics is an area for improvement, being able to break down the actions that are being taken by users of BigPanda, as well as the auto-magical work that is being done by BigPanda."
"BigPanda can improve the correlations. We didn't see any big value. It is still good at the same event deduplication, event processing, and ticket creation, but I was more looking at event analysis and event correlation. In that area, it is still no big difference between the other solutions on the market. All of them, are in the same immature stage."
"The observability can be enriched with regards to infrastructure and the application-integrated environment. The dashboard and reports could be improved."
"BigPanda attempts a little of everything and fails at most."
"The UI for this solution could be improved. It is very hard to find what you are looking for."
"The usability needs to improve, because it is a pure code environment."
"The solution could improve by having better integration."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The main concern for me revolves around the speed of certain integrations."
"There is room for improvement in pricing."
"The documentation could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
"The pricing of the solution can be made cheaper."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
BigPanda is ranked 10th in IT Alerting and Incident Management with 12 reviews while Salesforce Service Cloud is ranked 7th in IT Alerting and Incident Management with 39 reviews. BigPanda is rated 7.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of BigPanda writes "Offers comprehensive alert monitoring and a user-friendly interface but requires manual validation to provide accurate alerts". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". BigPanda is most compared with ServiceNow, Moogsoft, PagerDuty Operations Cloud, ServiceNow IT Operations Management and IBM Tivoli NetCool OMNIbus, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our BigPanda vs. Salesforce Service Cloud report.
See our list of best IT Alerting and Incident Management vendors.
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