We performed a comparison between Salesforce Service Cloud and SCSM 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."The product's initial setup phase was straightforward."
"The complexity of the solution is very less."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It is a stable product."
"This solution is easy to use."
"I've used SCSM a lot, and its features are valuable."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The solution offers good productivity at a low price point."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The pricing for what Salesforce Service Cloud offers is not great."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"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."
"Salesforce Service Cloud's report functionality 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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"We would like to see a web-based interface that works on mobile devices."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"They need more integration with open-source products."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"I have found SCSM not adequate enough to carry out some functions."
"The configuration could be easier."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 39 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Salesforce Service Cloud is rated 8.6, while SCSM is rated 7.0. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our SCSM vs. Salesforce Service Cloud report.
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We monitor all Help Desk Software 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.
