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BigPanda vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 2, 2025

Review summaries and opinions

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

ROI

Sentiment score
5.5
BigPanda offers efficiency benefits for managing over 10,000 events weekly, saving time and resources compared to tools like Netcool.
Sentiment score
6.5
Salesforce Service Cloud improves ROI through efficiency, visibility, and integration, yielding up to 50% ROI amidst varying challenges.
BigPanda offers significant time-saving, cost-saving, and resource-saving benefits.
Technical Lead
BigPanda saves time with its advanced features and manages large environments while requiring fewer resources compared to our previous tool, Netcool.
Software Engineer at Trianz
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Customer Service

Sentiment score
6.5
BigPanda's customer service is responsive and helpful, with noted inconsistencies like slow emails and no phone support.
Sentiment score
5.6
Salesforce Service Cloud is praised for responsiveness and community support, though premium support is recommended for complex issues.
If BigPanda can consistently provide such competent contacts, I would rate the support ten out of ten, otherwise, it is an eight out of ten.
Engineer - Cloud and Infrastructure Services at a tech vendor with 10,001+ employees
Companies like CoreLogix, which is a log platform, achieve ten out of ten due to their responsiveness.
CEO / Co-Founder at Aiops ltd
For technical support, we have only had to address password resets and alert mismatching.
Technical Lead
Unless you have premium support, assistance is restricted.
Lead Solutions Architect at a financial services firm with 11-50 employees
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Head Of Information Technology at SAISOFT
 

Scalability Issues

Sentiment score
7.2
BigPanda is scalable and integrates well, although experiences vary based on configuration efforts and peak time performance.
Sentiment score
8.1
Salesforce Service Cloud is scalable, customizable, and cloud-based, enabling seamless growth and integration for enterprise-level adaptability.
It handles large volumes of alerts without limitations.
We manage a large environment with over 50,000 servers and various monitoring tools like Dynatrace, New Relic, Splunk, Nagios, and Datadog.
Software Engineer at Trianz
I rate the scalability of BigPanda at eight.
Manager Observability at ICE
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Head Of Information Technology at SAISOFT
Nobody can compete with Salesforce Service Cloud's scalability.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Stability Issues

Sentiment score
7.5
BigPanda is stable with minimal downtime and effective incident management, though occasional service interruptions are promptly addressed.
Sentiment score
7.9
Salesforce Service Cloud is stable and reliable, with rare disruptions, excellent support, and scalability when following best practices.
BigPanda is now stable.
I would rate the availability of BigPanda at nine because it's almost 99.99% available.
Manager Observability at ICE
However, when handling critical traffic, the BigPanda site can slow down, which we manage with a load balancer.
Software Engineer at Trianz
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Room For Improvement

BigPanda requires enhancements in analytics, usability, integration, UI, and cost while improving accuracy, dashboards, and multi-cloud observability.
Salesforce Service Cloud needs UI/UX improvements, pricing adjustments, stability, better integrations, and enhanced reporting, email, and AI capabilities.
A 'deep dive' analysis feature would be appreciated to give detailed insights such as CPU usage and disk space analysis.
It would be beneficial if BigPanda leveraged AI to solve critical issues related to editing and sending alerts based on enrichment mapping files.
Software Engineer at Trianz
If BigPanda could integrate AI, it would enhance the platform significantly by offering chatbot functionality within the BigPanda UI.
Engineer - Cloud and Infrastructure Services at a tech vendor with 10,001+ employees
Salesforce Service Cloud should focus on simplification.
Lead Solutions Architect at a financial services firm with 11-50 employees
Configuring Flows in Salesforce Service Cloud is very difficult.
Assosiate Partner at Autana Business Partners
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
CTO at Glenavoo Digital
 

Setup Cost

BigPanda offers cost-effective pricing at $200,000 annually, providing flexibility and competitive advantages for high-growth companies.
Salesforce Service Cloud's high costs can be offset by negotiating contracts, offering flexible licensing and significant functionality for large teams.
The pricing for BigPanda is reasonable compared to other event management tools, given its advantages.
Software Engineer at Trianz
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud is expensive.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Valuable Features

BigPanda streamlines incident management with AI-driven alert deduplication, offering seamless integration and enhancing real-time incident resolution.
Salesforce Service Cloud excels in customization, integration, automation, and scalability, offering real-time data, email management, and extensive API support.
Its automation has significantly improved incident response times, reducing the process to within one minute.
It can correlate multiple issues within a single device, create a single incident, and thus reduce noise and provide faster resolution.
Manager Observability at ICE
BigPanda improves service reliability with instant resolution, increased uptime, and reduced mean time to resolution, thus enhancing service quality.
Technical Lead
Salesforce Service Cloud improved our organization with its mobile capabilities.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud offers pre-built packages that are best in class.
Lead Solutions Architect at a financial services firm with 11-50 employees
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Assosiate Partner at Autana Business Partners
 

Categories and Ranking

BigPanda
Ranking in IT Alerting and Incident Management
8th
Average Rating
7.6
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
IT Infrastructure Monitoring (27th), AIOps (12th)
Salesforce Service Cloud
Ranking in IT Alerting and Incident Management
6th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
56
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (6th), Knowledge Management Software (4th)
 

Mindshare comparison

As of January 2026, in the IT Alerting and Incident Management category, the mindshare of BigPanda is 3.2%, down from 5.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 1.5%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud1.5%
BigPanda3.2%
Other95.3%
IT Alerting and Incident Management
 

Featured Reviews

Michael Wenn - PeerSpot reviewer
CEO / Co-Founder at Aiops ltd
Automated incident workflows have reduced alert noise and now improve response efficiency
In my opinion, the best feature of BigPanda is its speed in terms of deployment. It has very strong integration with all of the major platforms and workflows that organizations need. The biggest customers are enterprises like HSBC and Barclays. Implementing something effective for them that dramatically reduces meantime to repair and the number of incidents is substantially difficult, as projects can often extend three years with very small results. BigPanda is different; it is a tool relied on by many enterprises, fitting over existing toolsets rather than trying to replace them, which makes it non-competitive to many existing alerts and monitoring tools. It enhances existing systems to provide actionable intelligence for business solutions.
reviewer2688993 - PeerSpot reviewer
Lead Solutions Architect at a financial services firm with 11-50 employees
Leverage top-tier automation capabilities while streamlining complex naming conventions
Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.
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Top Industries

By visitors reading reviews
Financial Services Firm
27%
Manufacturing Company
8%
Computer Software Company
7%
Healthcare Company
7%
Financial Services Firm
15%
Performing Arts
9%
University
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business6
Large Enterprise11
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise24
 

Questions from the Community

Any advice about APM solutions?
There are many factors and we know little about your requirements (size of org, technology stack, management systems, the scope of implementation). Our goal was to consolidate APM and infra monitor...
What do you like most about BigPanda?
One of the most valuable features of BigPanda is its user-friendly interface.
What is your experience regarding pricing and costs for BigPanda?
The pricing of BigPanda includes considerations for pricing, licensing, and setup costs of the solution.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
I do not have any knowledge of the cost regarding Salesforce Service Cloud.
What needs improvement with Salesforce Service Cloud?
I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...
What is your primary use case for Salesforce Service Cloud?
I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.
 

Also Known As

No data available
Service Cloud
 

Overview

 

Sample Customers

Nagios, ServiceNow, ITSM, NOC, CMDB Evolved, RemedyIncident Management Process
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
Find out what your peers are saying about BigPanda vs. Salesforce Service Cloud and other solutions. Updated: December 2025.
880,255 professionals have used our research since 2012.