BMC Remedyforce [EOL] vs Salesforce Service Cloud comparison

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BMC and Salesforce are both solutions in the Help Desk Software category. Additionally, 88% of BMC users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and Salesforce Service Cloud based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

October 2026

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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

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

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ManchikatlaShravani

Salesforce Consultant at BYTENET

Omni-channel routing has transformed case handling and now supports complex field operations

From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup. Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.

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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

"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."

"Just for this use case, we had around 300 tickets coming in every month. We went live last month and the tickets went down to around 80 as of August 20th. While it might touch around 100, over a period of around six months it will become zero because we have not removed all the legacy data. We are just doing it from the go date of when we went live. The target is that it will be zero after three months. So, it's working well."

"The most valuable feature of the product is the flexibility, as there are so many features that you can use to develop, and it can hit a lot of use cases."

"Automation Anywhere has helped my customers save time and costs, especially in card settlements, where a task that used to take about fourteen days to refund the user now takes the next day or at the same time using Robotic Process Automation."

"One of the most valuable features is the error handler, as this command has helped me design bots that can handle multiple errors and exceptions."

"The IQ Bot is unique. It is not available in another RPA tool that I am aware of, like UiPath or Blue Prism. IQ Bot converts unstructured data to structured data."

"This is a great platform, and we are implementing the logic into the bots that they are using to automate."

"My experience with the deployment has been very good."

More Automation Anywhere pros

"The cost is quite high but since they are one of the big four companies for this type of development platform, I think the price is okay."

"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."

"It's a stable solution."

"The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements."

"BMC Remedyforce is extremely reasonable when talking about licensing costs; for an entire IPCM system and Self Service ticketing system, you can't get much better."

"The solution is stable."

"Basically, Remedyforce is a more powerful product."

"The reporting is very good and you can do incident matching."

More BMC Remedyforce [EOL] pros

"The most valuable feature was the ability to quickly add customizable fields (and by quickly, I mean in less than two minutes) that were easily incorporated into the existing framework."

"It's a great tool for collaboration because it can track and share everyone's input."

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

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

"The complexity of the solution is very less."

"With the implementation of a complete Service Renewal Cycle using Salesforce, their threshold value of conversion got reduced from 1-2 weeks to a single day!"

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

"Service Cloud provides a best-of-breed cloud-based case management and call center solution."

More Salesforce Service Cloud pros

Cons

"They should do more on the cognitive side. If they can keep adding more features, that would be their greatest advantage."

"AA has many features but the issue is with the loss of overhead on computing resources. For example, if the bot is encrypted, the bot should decrypt it first then act accordingly. If there are issues with the logic in the bot, there will be a lot of computer memory overload. There should be an additional feature for cloud functionality."

"Automation Anywhere has to improve its technical features."

"There can be some options to connect to the database directly where we should be able to add some data."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."

"The version that I used (10.3) was not that stable. It easily crashed in-between processes."

"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."

More Automation Anywhere cons

"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."

"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."

"More flexible ways to change the existing configuration would benefit existing customers."

"My team finds the search options and the user interface to be really cumbersome."

"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

"Improve the out-of-the-box ITIL compliance, which would be great for new customers."

"They need to make it possible to more easily customize the user interface."

More BMC Remedyforce [EOL] cons

"While there is extensive reporting in the system, there is not always a direct route to get what you are looking for."

"Reporting could be improved."

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

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

"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."

"I would like to add some bot features."

"There is no control over the appearance of Visual Flow pages, giving the appearance of an amateur web application within the Salesforce interface."

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

More Salesforce Service Cloud cons

Pricing and Cost Advice

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."

"Our annual licensing costs for the entire company are $100,000."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"The pricing is a bit higher."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"We have seen ROI in terms of cost and time with a couple of our projects."

More Automation Anywhere pricing and cost advice

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

"Licensing should be reviewed and understood before making the purchase."

"The cost may be higher, but it is backed up by the great product and superb customer service."

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

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

"The price is too expensive."

"Salesforce Service Cloud is a highly expensive solution"

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

"The tool is pretty expensive."

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

"Salesforce Service Cloud is a bit expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

20%

Manufacturing Company

10%

Construction Company

Financial Services Firm

Outsourcing Company

15%

Financial Services Firm

11%

Comms Service Provider

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	163
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	13
Large Enterprise	26

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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

I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everyt...

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What needs improvement with Salesforce Service Cloud?

From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined a...

See all answers

What is your primary use case for Salesforce Service Cloud?

Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projec...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

HyperScience vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

Serviceaide ChangeGear vs BMC Remedyforce [EOL]

Compared 37% of the time

Clarity SM vs BMC Remedyforce [EOL]

Compared 27% of the time

ConnectWise PSA vs BMC Remedyforce [EOL]

Compared 18% of the time

Zendesk vs BMC Remedyforce [EOL]

Compared 18% of the time

More BMC Remedyforce [EOL] Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 7% of the time

Salesforce Sales Cloud vs Salesforce Service Cloud

Compared 6% of the time

ServiceNow vs Salesforce Service Cloud

Compared 5% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Remedyforce [EOL]

November 2026

Download BMC Remedyforce [EOL] product report

Buyer's Guide

Salesforce Service Cloud

October 2026

Download Salesforce Service Cloud product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedyforce

Service Cloud

Interactive Demo

Automation Anywhere

Demo not available

BMC

Demo not available

Salesforce

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

Salesforce Service Cloud is an advanced platform designed for customer relationship management, offering seamless integration, customization, and enhanced usability for improved productivity and decision-making.

Salesforce Service Cloud, a comprehensive tool for customer service, empowers organizations with automation and Omni-Channel support. It integrates with CRM data to boost efficiency, supporting interactions across channels while automating case management. This leads to better workflow and data access. While effective, there are challenges in integration speed with external systems and issues in areas like Knowledge Management and analytics. The interface and reporting could be simplified, and email integration along with case management needs refinement. AI functionalities and pricing require enhancement, and customization could be more user-friendly. Improvements in media handling and workforce management are suggested.

What are the key features of Salesforce Service Cloud?

Seamless Integration: Aligns smoothly with internal systems.
Customization: Tailors features to unique business processes.
Automation Capabilities: Streamlines repetitive tasks.
Omni-Channel Support: Facilitates interactions from multiple channels.
Case Management: Automates customer case resolution.

What benefits can users expect from Salesforce Service Cloud?

Enhanced Productivity: Automation of tasks increases efficiency.
Improved Decision Making: Accessible data enables informed choices.
Cost Reduction: Streamlined processes lower costs.
Increased Flexibility: Customization allows adaptation to business needs.

Salesforce Service Cloud is extensively implemented in industries like B2B sales, medical, banking, and insurance, aiding in customer service. It serves contact centers, field services, and post-sales activities. Companies utilize it for managing licenses, inquiries, and automating processes, enhancing efficiency and cost-effectiveness.

Salesforce

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

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

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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