Salesforce Service Cloud and PagerDuty Operations Cloud compete in the customer relationship management sector. Salesforce Service Cloud appears to have an upper hand in CRM functionalities, while PagerDuty is stronger in incident management features.
Features: Salesforce Service Cloud offers advanced case management, integration with diverse communication channels, and an integrated service console. It facilitates automatic upgrades and management of seamless operations. PagerDuty Operations Cloud provides robust incident management, versatile notification capabilities, and flexible scheduling, aiding operational efficiency.
Room for Improvement: Salesforce Service Cloud could improve with enhanced email integrations, better reporting features, and competitive pricing. Its complex UI is sometimes challenging for new users. PagerDuty Operations Cloud could benefit from improved analytics for deeper insights and simpler roster management and integration setups.
Ease of Deployment and Customer Service: Both Salesforce Service Cloud and PagerDuty Operations Cloud use public cloud infrastructures for broad accessibility and scalability. Salesforce has strong community support and technical resources, though customer service for complex issues may be less responsive without premium support. PagerDuty offers flexible deployment including private and on-premises options, with effective and responsive customer service.
Pricing and ROI: Salesforce Service Cloud has high licensing costs and may be expensive for smaller businesses but offers a significant ROI through advanced features. PagerDuty is more affordable, offering flexible plans that suit various needs, but may become costly with additional features and users. Its ROI is recognized for saving time and enhancing operational efficiency.
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.
The product was highly scalable, with no limits on the number of applications or event routing rules.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
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.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person.
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.
The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.
PagerDuty Features
PagerDuty has many valuable key features. Some of the most useful ones include:
PagerDuty Benefits
There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.
Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."
PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”
Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”
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.
We monitor all IT Alerting and Incident Management 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.
