We performed a comparison between OpenText Service Manager 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 gives us better understanding and control of service management."
"It's easy to scale."
"The solution is simple to set up."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It can adapt to any process in the organization."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The interface could be better."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The solution does not interface well with other products and is difficult to implement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Salesforce Service Cloud's report functionality could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The integrations with other solutions can be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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."
"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."
"The product's high price is an area of concern where improvements are required."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. OpenText Service Manager is rated 7.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our OpenText Service Manager vs. Salesforce Service Cloud report.
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