Salesforce Service Cloud and BigPanda compete in customer support and IT operations management, respectively. Based on feature versatility, Salesforce Service Cloud has the upper hand with its extensive CRM features and integration capabilities. Conversely, BigPanda offers focused IT alert management simplifying incident resolution.
Features: Salesforce Service Cloud provides robust case management and workflow automation, enhancing service team capabilities with seamless email, social media, and telephone integration to improve customer interaction. BigPanda stands out in alert deduplication, event correlation, and offering a unified view of alerts for efficient IT operations management.
Room for Improvement: Salesforce Service Cloud needs better Outlook email integration, comprehensive mobile apps, and more affordable pricing. Users also seek improved knowledge management. BigPanda requires enhanced correlation capabilities, code environment usability, and better infrastructure integration for enriched observability.
Ease of Deployment and Customer Service: Salesforce Service Cloud operates mainly on the public cloud with hybrid options, offering a strong customer service track record. BigPanda, also primarily public cloud-based, provides reliable support but requires improved technical assistance. Both platforms have strong community support.
Pricing and ROI: Salesforce Service Cloud's high pricing is justified by comprehensive features with potential ROI through improved customer service. It follows a tiered pricing model. BigPanda is relatively cheaper, offering efficient incident management and favorable ROI. Both require careful cost consideration for long-term investment.
BigPanda offers significant time-saving, cost-saving, and resource-saving benefits.
BigPanda saves time with its advanced features and manages large environments while requiring fewer resources compared to our previous tool, Netcool.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
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.
For technical support, we have only had to address password resets and alert mismatching.
Their collaboration was good, and I would rate them nine out of ten.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
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.
I rate the scalability of BigPanda at eight.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
BigPanda is now stable.
I would rate the availability of BigPanda at nine because it's almost 99.99% available.
However, when handling critical traffic, the BigPanda site can slow down, which we manage with a load balancer.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
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.
If BigPanda could integrate AI, it would enhance the platform significantly by offering chatbot functionality within the BigPanda UI.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
The pricing for BigPanda is reasonable compared to other event management tools, given its advantages.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
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.
BigPanda improves service reliability with instant resolution, increased uptime, and reduced mean time to resolution, thus enhancing service quality.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
BigPanda Autonomous Operations platform is a cutting-edge solution that helps IT Ops, NOC and DevOps teams detect, investigate, and resolve IT incidents faster and more easily than ever before. Powered by Open Box Machine Learning, BigPanda correlates IT noise into insights, automates incident management, and unifies fragmented IT operations.
BigPanda’s Autonomous Operations platform increases the ease with which IT administrators are able to both manage their systems and respond to issues that arise. It combines machine learning and automation, which not only provide administrators with reliable suggestions concerning future issues that may arise, but also allows for certain tasks to be assigned to the system itself. These allow organizations to save both time and resources that can be dedicated to more critical tasks.
BigPanda’s Autonomous Operations platform possesses a simplified and unified user interface, enabling users to manage the solution from one place. The UI allows users to view and manage all of the information and controls that IT teams need to be able to easily access, providing a level of visibility that ensures users will be able to view all of their system’s most up-to-date and critical information at any time that they wish.
Benefits of BigPanda Autonomous Operations Platform
Some the benefits of using BigPanda’s Autonomous Operations platform include:
Reviews from Real Users
BigPanda’s Autonomous Operations platform stands out among its competitors for a number of reasons. Two major ones are its centralized user interface and its ability to easily integrate with other security solutions. The centralized UI gives users the ability to clearly see all their alert data in a single location without having to search for it. Its easy integration allows administrators to augment their IT security capabilities when they find it necessary to do so.
PeerSpot user Larry C., the principal engineer in charge of site operations for a tech vendor, notes this benefit when he writes, "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."
Another PeerSpot user, who is an independent entrepreneur in the IT environment at a tech services company, notes the flexibility of this platform when they write “BigPanda integrates well with other solutions, such as WatchGuard.”
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
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