BMC FootPrints Service Core vs Salesforce Service Cloud comparison

BMC and Salesforce are both solutions in the Help Desk Software category. BMC is ranked #32, while Salesforce is ranked #4 with an average rating of 8.3. BMC holds a 0.9% mindshare in HDS, compared to Salesforce’s 2.3% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

386 Views
324 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,451 Views
638 Comparison Views

96% willing to recommend

BMC FootPrints Service Core

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and BMC FootPrints Service Core are products competing in the customer service space. Salesforce Service Cloud has the upper hand due to its pricing efficiency and support services, while BMC FootPrints Service Core is notable for its configurability and IT service management capabilities.

Features: Salesforce Service Cloud is enhanced with omnichannel routing, AI-driven insights, and third-party integrations for improved case management. BMC FootPrints Service Core offers comprehensive service desk functions, asset management, and customizable workflows tailored to IT service operations.

Room for Improvement: Salesforce Service Cloud could improve by simplifying its interface and offering more customization options for non-technical users and enhancing integration with non-Salesforce applications. BMC FootPrints Service Core may benefit from a more intuitive user interface, faster support response times, and reduced initial setup complexity.

Ease of Deployment and Customer Service: Salesforce Service Cloud offers quick cloud-based deployment with extensive training and support, accommodating businesses of varied scales. BMC FootPrints Service Core provides flexible deployment options with cloud and on-premise solutions, though it requires substantial setup effort. Both products ensure robust customer support.

Pricing and ROI: Salesforce Service Cloud is known for competitive pricing and quick ROI with its scalable subscription model. BMC FootPrints Service Core might involve higher initial costs due to customization but offers rewarding long-term ROI for comprehensive service management needs. Initial cost-efficiency favors Salesforce, whereas BMC FootPrints provides extensive, customizable solutions.

To learn more, read our detailed BMC FootPrints Service Core vs. Salesforce Service Cloud Report (Updated: July 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

July 2025

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Helped 862,624 peers since 2012

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

BMC FootPrints Service Core

Ranking in Help Desk Software

32nd

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (30th)

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.9%, up from 0.4% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.3%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

A flexible, comprehensive, integrated IT service and asset management platform with good technical support

We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…

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MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Quotes from Members

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

Pros

"It is stable and its technical support is good and quick."

"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."

"Ability to auto-generate email messages, process email messages, and approvals."

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"Technical support is good."

"We can track issues easier and run reports on issues to see if there are patterns."

More BMC FootPrints Service Core pros

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"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's a cloud tool, so it is easy to set up."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

More Salesforce Service Cloud pros

Cons

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"The mobile version of this product does not support asset management."

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

More BMC FootPrints Service Core cons

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The solution’s user interface could be improved and enhanced."

"The main concern for me revolves around the speed of certain integrations."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"The solution could continue improving its artificial intelligence capabilities."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"The licensing for FootPrints is a perpetual license with an annual support fee."

"This solution has good pricing."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"Our costs are well over $250,000."

"Salesforce is very cost-effective."

"The tool is pretty expensive."

"The solution is priced at 50 dollars a month per user."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is not a cheap product. It can be expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Government

13%

Computer Software Company

11%

Healthcare Company

Manufacturing Company

Financial Services Firm

14%

Computer Software Company

11%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

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What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

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What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Salesforce Service Cloud

June 2025

Download Salesforce Service Cloud product report

Also Known As

FootPrints Service Core

Service Cloud

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

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.

Salesforce

Sample Customers

Cast & Crew

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

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

July 2025

Free Report: BMC FootPrints Service Core vs. Salesforce Service Cloud

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