BMC FootPrints Service Core vs Salesforce Service Cloud comparison

BMC Helix and Salesforce are both solutions in the Help Desk Software category. BMC Helix is ranked #30, while Salesforce is ranked #4 with an average rating of 8.3. BMC Helix holds a 1.2% mindshare in HDS, compared to Salesforce’s 2.3% mindshare. Additionally, 90% of BMC Helix 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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443 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 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: September 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

September 2025

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Helped 869,566 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

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (31st)

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 (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.2%, up from 0.5% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.3%
BMC FootPrints Service Core	1.2%
Other	96.5%

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

"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."

"Technical support is good."

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

"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 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."

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

More BMC FootPrints Service Core pros

"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."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

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

"The interface is quite user-friendly."

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

"There is an out-of-the-box feature for reporting and analytics"

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"We use Salesforce Service Cloud for lead management and opportunity management."

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."

"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."

"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."

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

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

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

"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."

More BMC FootPrints Service Core cons

"The integrations with other solutions can be improved."

"I would like to add some bot features."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

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

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

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

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"The pricing of the solution can be made cheaper."

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."

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

"Salesforce Service Cloud is a bit expensive."

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

"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."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

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

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

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?

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What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Salesforce Service Cloud

September 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 Helix

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

September 2025

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

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