We performed a comparison between PagerDuty Operations Cloud and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The initial setup is a simple process."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"The SMS pages and the mobile application are pretty much the top two features."
"The product easily integrates with other solutions."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"It has scaled well for us."
"The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"PagerDuty's notification process is the most valuable feature."
"The complexity of the solution is very less."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It is a stable product."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The interface is quite user-friendly."
"The product's initial setup phase was straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It’s quite hard to reach the support team."
"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"PagerDuty's webhooks need some improvement."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
"They could include incident merging and alert grouping features in the product."
"It cannot be integrated with our upgraded Jira system."
"Something that needs to be improved, is adding multilingual support."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"Salesforce Service Cloud's report functionality could be improved."
"The documentation could be improved."
"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 integrations with other solutions can be improved."
"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 main concern for me revolves around the speed of certain integrations."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The product's high price is an area of concern where improvements are required."
PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews while Salesforce Service Cloud is ranked 7th in IT Alerting and Incident Management with 39 reviews. PagerDuty Operations Cloud is rated 8.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our PagerDuty Operations Cloud vs. Salesforce Service Cloud report.
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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.
