Salesforce Service Cloud and JIRA Service Management are both prominent in customer support and IT service management. Despite Salesforce Service Cloud's extensive feature set, JIRA Service Management holds preference for its pricing and support, offering enhanced integration and custom workflows.
Features: Salesforce Service Cloud includes automatic updates, integrated email management, and case routing with machine learning, offering high customizability through its larger CRM suite. JIRA Service Management provides agile issue tracking and queue management, seamless integration with Atlassian tools like Confluence, and customizable dashboards.
Room for Improvement: Salesforce Service Cloud users report issues with pricing, a complex UI, and limited email integration, desiring better analytics and mobile performance. JIRA Service Management users cite the lack of built-in ITSM features, challenges with non-Atlassian tool integration, and the need for improved automation.
Ease of Deployment and Customer Service: Salesforce Service Cloud operates on the public cloud, praised for simplicity in setup and strong customer service, supported by a robust community network. JIRA Service Management offers both cloud and on-premises options, which increase flexibility but require more deployment preparation. There's varied feedback on JIRA's customer support with noted slow responses.
Pricing and ROI: Salesforce Service Cloud is considered expensive but delivers substantial ROI through operational efficiency. Negotiation for better deals is advised to manage costs. JIRA Service Management is seen as cost-effective, suitable for smaller organizations, offering good ROI by reducing operational service desk management costs.
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.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
We need to consider which AI tool would be most suitable for our project.
It remains one of the main barriers to using JIRA Service Management across our entire company.
There is a need to limit the information in one window to avoid overwhelming users with unnecessary data.
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
We used Jira's free version for some time.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
The query language and the ability to create views of the data are very useful.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 7.5% |
| Salesforce Service Cloud | 2.3% |
| Other | 90.2% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
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.
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