We performed a comparison between Clarity SM 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 fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"We are benefiting by being able to put time to what our technicians are doing."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"The complexity of the solution is very less."
"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 plug-ins that work with other standard systems have made the product industry-ready."
"The interface is quite user-friendly."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The product's initial setup phase was straightforward."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"One area that this product can improve is in the mobile user aspect."
"More user experience in the look and feel of the application. "
"The monitoring tool is in need of improvement."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"Salesforce Service Cloud's report functionality could be improved."
"The product's high price is an area of concern where improvements are required."
"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 documentation could be improved."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 39 reviews. Clarity SM is rated 7.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Clarity SM vs. Salesforce Service Cloud report.
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