We performed a comparison between Ivanti Neurons for 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."It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution is easy to use and has a user-friendly interface"
"This is an excellent alternative to ServiceNow for smaller companies."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The solution's installation depends on its customization. It is easy."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"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 product's initial setup phase was straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The interface is quite user-friendly."
"The complexity of the solution is very less."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"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."
"There is room for improvement in pricing."
"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 Service Cloud's report functionality could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 39 reviews. Ivanti Neurons for ITSM is rated 8.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Ivanti Neurons for ITSM vs. Salesforce Service Cloud report.
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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.
