Salesforce Service Cloud and Splunk Enterprise Platform cater to different business needs in CRM and data analysis, respectively. Salesforce seems to have the upper hand in CRM functionalities, providing user satisfaction with its integration features and responsive solutions.
Features: Salesforce Service Cloud offers robust CRM capabilities with case management, customizable consoles, and integration with Salesforce products. It also automates updates to keep users on the latest version. Splunk Enterprise Platform excels in data collection and real-time analysis, supporting IT operations and big data management, although it requires initial customization.
Room for Improvement: Salesforce users highlight the need for improved email integration, a faster interface, and changes in pricing structure. Splunk users seek more out-of-the-box functionalities, a smoother initial setup, and a less restrictive pricing model for smaller companies.
Ease of Deployment and Customer Service: Salesforce provides robust support and a wide range of community resources thanks to its SaaS structure, but its first-line tech support can be lacking. Splunk is often deployed on-premises, offering flexibility for large data volumes but facing challenges in ease of deployment compared to Salesforce.
Pricing and ROI: Salesforce Service Cloud is perceived as costly, but users find its comprehensive CRM functionalities and operational efficiencies justify the cost. Splunk's pricing is also seen as high, especially for smaller businesses; however, its ROI is recognized in data handling and security monitoring.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Splunk Enterprise Platform saves approximately 20 to 30 percent of my time without having to perform different actions separately.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
It is crucial for anyone looking to deploy Splunk Enterprise Platform to first certify for their courses, such as the Splunk Administrator and the Power User Administrator certifications, which address all troubleshooting queries.
When we encounter issues, we utilize the Splunk community, which I believe showcases a big advantage of Splunk due to its strong community support.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
Splunk allows for scalability, as you can start with an all-in-one instance and, as your deployment grows, split it into distributed deployment, such as separating the search head and indexers.
Some products can automatically scale, but Splunk requires manual configuration changes to achieve scale, which is slightly outdated compared to modern technologies.
If the server is down, I can upgrade the server resources or create a new node for performance optimization.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
It requires managing configuration files and processing operations manually, limiting its auto-scaling capabilities.
Splunk Enterprise Platform is stable when not integrating or adding new devices continuously.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
The deep learning capabilities need enhancing, especially on Splunk Cloud, where customers find it challenging to use deep learning tools without setting up backend computing resources.
It is complex for inexperienced cybersecurity engineers and requires experienced personnel to handle it effectively.
The cost is the most significant area for improvement in Splunk Enterprise Platform, as it is quite expensive, causing many clients to differ due to this reason.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
The pricing model is based on ingesting data sizes, not user count, and includes a free tier for up to 500 MB of daily data.
Splunk Enterprise Platform is expensive.
Regarding pricing, I remember that Splunk is generally more expensive than SIEMs such as Microsoft Sentinel and Securonix, while it is also pricier than Elastic Security.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Splunk Enterprise Platform also has its own Phantom as a SOAR, which is much more refined and gives more accurate results than any other AI integrated SIM tool.
The features that have proven most effective for real-time data analysis include parts of the platform and its automation capabilities.
One valuable feature of Splunk Enterprise Platform is citizen programming, which allows users to manage and compute huge stream-based datasets easily using SPL language.
| Product | Market Share (%) |
|---|---|
| Splunk Enterprise Platform | 2.4% |
| Salesforce Service Cloud | 1.5% |
| Other | 96.1% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 1 |
| Large Enterprise | 23 |
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