We performed a comparison between BMC Helix ITSM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution has good capabilities for analytics."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"It provides a good user experience."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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 product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"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."
"It takes a long-time to plan and deploy the on-premise solution."
"BMC Helix ITSM should have an easy-to-use user interface."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The user experience could be better."
"In the next release, I would like to see AI used for classification or categorization."
"There is room for improvement in pricing."
"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 pricing of the solution can be made cheaper."
"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 documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The pricing for what Salesforce Service Cloud offers is not great."
"The integrations with other solutions can be improved."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. BMC Helix ITSM is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and SCSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and Oracle Fusion Service. See our BMC Helix ITSM vs. Salesforce Service Cloud report.
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