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 #29, while Salesforce is ranked #6 with an average rating of 8.3. BMC Helix holds a 1.4% mindshare in HDS, compared to Salesforce’s 2.0% 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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639 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,569 Views
1,130 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: December 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

December 2025

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Helped 881,082 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

29th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (29th)

Salesforce Service Cloud

Ranking in Help Desk Software

6th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 1.4%, up from 0.6% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.0%, up from 2.0% 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	2.0%
BMC FootPrints Service Core	1.4%
Other	96.6%

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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reviewer2688993

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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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."

"The discovery feature is very flexible."

"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."

"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."

"Technical support is good."

More BMC FootPrints Service Core pros

"In terms of visibility to my boss and the team, it does help a lot."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"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."

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

"It is a stable product."

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

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

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

More Salesforce Service Cloud pros

Cons

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

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

"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."

"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."

"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 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."

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

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

More BMC FootPrints Service Core cons

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

"There are some issues with backend connectivity in Salesforce Service Cloud."

"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."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The pricing for what Salesforce Service Cloud offers is not great."

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

"The governor limits are a troubling feature of Salesforce"

"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

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

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

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

"This solution has good pricing."

"Salesforce Service Cloud is a bit expensive."

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

"The price is too 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 tool is pretty expensive."

"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."

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

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%

University

Performing Arts

Outsourcing 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	20
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?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

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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...

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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.

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Salesforce Service Cloud

January 2026

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

December 2025

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

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