BMC FootPrints Service Core vs Salesforce Service Cloud comparison

BMC and Salesforce are both solutions in the Help Desk Software category. BMC is ranked #28, while Salesforce is ranked #5 with an average rating of 8.3. BMC holds a 0.7% mindshare in HDS, compared to Salesforce’s 2.2% 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

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134 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

609 Views
494 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: April 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

April 2025

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Helped 850,028 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

28th

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

5th

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.7%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Quotes from Members

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

Pros

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

"The discovery feature is very flexible."

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

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"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."

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"Technical support is good."

"This product solidly handles incident management, problem management, and change management."

More BMC FootPrints Service Core pros

"The complexity of the solution is very less."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"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."

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

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

"The most valuable feature of the solution is the traceability of actions."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

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

More Salesforce Service Cloud pros

Cons

"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."

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

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

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

"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 pricing could be a little lower and the product should cover more iTel versions."

"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

"The integrations with other solutions can be improved."

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

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"I would like to add some bot features."

"Salesforce Service Cloud's report functionality could be improved."

"The product's high price is an area of concern where improvements are required."

"The solution's integration with the main ERP is a little cumbersome."

"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."

More Salesforce Service Cloud cons

Pricing and Cost Advice

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

"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."

"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."

"The price of the solution depends on how many users need access to it"

"The price is too expensive."

"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."

"Salesforce Service Cloud is a bit 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."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

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

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Government

16%

Educational Organization

12%

Financial Services Firm

19%

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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Earn 20 points

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.

See all answers

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Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Salesforce Service Cloud

April 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

April 2025

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

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