Salesforce Service Cloud and Clarity SM are key contenders in the customer service and management platform category. Salesforce Service Cloud holds an advantage with its extensive features and customization, while Clarity SM appeals due to its integration and customizable workflows that suit IT service management needs.
Features: Salesforce Service Cloud provides integration capabilities with popular platforms, customizable workflows, and robust case management. It enhances productivity through automation and a comprehensive knowledge base. Clarity SM is valued for incident and problem management features, configurability, and its integrated nature which allows functionalities to extend across IT environments.
Room for Improvement: Salesforce Service Cloud users note a desire for better mobile integration, competitive pricing, and improved reporting functionalities. Enhancing the Knowledge Management module's user experience is also suggested. Clarity SM faces feedback about its outdated user interface and reporting features, along with needs for better third-party integration and ease of customization for end-users.
Ease of Deployment and Customer Service: Salesforce Service Cloud offers both public and hybrid cloud deployment options, receiving praise for its customer service and support resources. Clarity SM is mainly on-premises with mixed reviews about its customer service; it sometimes requires additional setup due to complex integration options.
Pricing and ROI: Salesforce Service Cloud is recognized for its high expense, yet offers flexible licensing options and strong ROI due to its broad features. Clarity SM’s licensing model can be more cost-effective, though it might still be pricey for smaller firms. Its integration capabilities are seen as providing good ROI despite the cost.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Clients gain productivity and save time with Salesforce Service Cloud.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 2.0% |
| Clarity SM | 1.4% |
| Other | 96.6% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
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.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
