Ivanti Service Desk [EOL] vs Salesforce Service Cloud comparison

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"The tool supports a lot of standard reporting KPIs."

"Incident management is a valuable feature."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The initial setup was quite simple; installing just took a few minutes."

"Incident management and service request management features are the most valuable."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"It is highly configurable with PinkVERIFY status."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"The most valuable feature of Salesforce Service Cloud is its ease of use."

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

"The most valuable feature of the solution is the traceability of actions."

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

"We use Salesforce Service Cloud for lead management and opportunity management."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"Nobody can compete with Salesforce Service Cloud's scalability."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"The interface can be improved. It can be made more interactive for self-service users."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"You must be very technical to configure it."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"I would like to add some bot features."

"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."

"The governor limits are a troubling feature of Salesforce"

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

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

"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 solution could continue improving its artificial intelligence capabilities."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

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

"The tool is pretty expensive."

"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."

"Salesforce Service Cloud is a bit expensive."

"Salesforce is very cost-effective."

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

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."