Ivanti Service Desk [EOL] vs Salesforce Service Cloud comparison

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

"It is highly configurable with PinkVERIFY status."

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

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

"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."

"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."

"We are very happy with the support team from Salesforce."

"It is a stable product."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"There is an out-of-the-box feature for reporting and analytics"

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

"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 product's initial setup phase was straightforward."

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

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

"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 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."

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

"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."

"You must be very technical to configure it."

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

"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."

"I would like to add some bot features."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The pricing for what Salesforce Service Cloud offers is not great."

"The integrations with other solutions can be improved."

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

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"Reporting could be improved."

"The pricing of the solution can be made cheaper."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The tool is pretty expensive."

"Salesforce Service Cloud is a bit 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."

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

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce Service Cloud is a highly expensive solution"

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