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Salesforce Service Cloud vs Splunk ITSI (IT Service Intelligence) comparison

Salesforce and Splunk are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #6 with an average rating of 8.3, while Splunk is ranked #3 with an average rating of 8.3. Salesforce holds a 0.6% mindshare in IMS, compared to Splunk’s 2.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 97% of Splunk users who would recommend it.
Salesforce Service Cloud
Read 55 Salesforce Service Cloud reviews
  • 1,986 Views
  • 40 Comparison Views
96% willing to recommend
Splunk ITSI (IT Service Int...
Read 51 Splunk ITSI (IT Service Intelligence) reviews
  • 2,778 Views
  • 278 Comparison Views
97% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 2, 2025

Salesforce Service Cloud and Splunk ITSI compete in the customer service and IT analytics sectors respectively. Each has a competitive edge in its domain: Salesforce Service Cloud's integration capabilities stand out for customer service, whereas Splunk ITSI offers unparalleled IT data analytics.

Features: Salesforce Service Cloud provides case management, automation, and integration with CRM tools, plus an intuitive service console. Splunk ITSI excels in real-time intelligence, dashboards, and predictive analytics using machine learning.

Room for Improvement: Salesforce Service Cloud needs better email integration, UI speed, and enhanced reporting capabilities, while its pricing and customization pose challenges. Splunk ITSI has high costs, setup complexities, and requires improved integration and predictive algorithms.

Ease of Deployment and Customer Service: Salesforce Service Cloud is user-friendly with strong cloud deployment and accessible customer service, although lower-tier support can be lacking. Splunk ITSI provides flexible deployment options but its response efficiency needs improvement.

Pricing and ROI: Salesforce Service Cloud's cost is based on user licenses, offering great ROI when leveraged well. Splunk ITSI has a data ingestion-based pricing model that justifies its cost through detailed IT insights, demonstrating value in analytics capabilities.

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To learn more, read our detailed Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence) Report (Updated: September 2025).
Buyer's Guide
Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence)
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.5
Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.
Sentiment score
7.5
Splunk ITSI quickly delivers ROI by enhancing visibility, reducing costs, and improving performance with centralized data and efficient analytics.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
For more quotes and insights, download the Salesforce Service Cloud report
No quotes available
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
 

Customer Service

Sentiment score
5.6
Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.
Sentiment score
6.3
Splunk ITSI support is generally good, but experiences vary by company size and issue, with occasional delays reported.
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.
For more quotes and insights, download the Salesforce Service Cloud report
The technical support is excellent, and I would rate it at ten.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
Kishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
KS
 

Scalability Issues

Sentiment score
8.1
Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.
Sentiment score
7.7
Splunk ITSI is scalable for various deployments, though costly; supports large datasets with predictive analysis for resource optimization.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
For more quotes and insights, download the Salesforce Service Cloud report
Splunk is highly scalable, with the ability to expand efficiently.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
Kishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
KS
 

Stability Issues

Sentiment score
7.9
Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.
Sentiment score
7.8
Splunk ITSI is stable and reliable, managing large datasets efficiently, with minor challenges mainly during updates and configuration.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
For more quotes and insights, download the Salesforce Service Cloud report
The setup, however, must be done correctly as incorrect deployment can lead to issues.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
 

Room For Improvement

Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.
Splunk ITSI needs better integration, user interface, predictive analytics, machine learning, real-time alerting, automated response, and user support.
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.
For more quotes and insights, download the Salesforce Service Cloud report
I would appreciate additional features in the next release of Splunk ITSI (IT Service Intelligence) such as cloud infrastructure monitoring including CICDs, Kubernetes, and similar technologies.
Splunk ITSI could benefit from including more features that other solutions support, such as vulnerability management modules.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
MARIA PILAR CANDA - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerAhmed Naguib - PeerSpot reviewer
KS
 

Setup Cost

Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.
Splunk ITSI is a costly but comprehensive tool, valued for its observability despite complex licensing and high pricing.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
For more quotes and insights, download the Salesforce Service Cloud report
Splunk ITSI tends to be more expensive compared to some open-source solutions.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
reviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
KS
 

Valuable Features

Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.
Splunk IT Service Intelligence enhances incident management with agile data handling, advanced analytics, and effective troubleshooting features for quick issue resolution.
Clients gain productivity and save time with Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
For more quotes and insights, download the Salesforce Service Cloud report
The predictive analysis can give you proactive information about potential bottlenecks that can occur on applications, desk, storage, SQL servers, databases, or other systems.
Having features like IT Service Intelligence enhances our organization by providing actionable insights quickly, which is crucial for operational efficiency.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
MARIA PILAR CANDA - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerAhmed Naguib - PeerSpot reviewer
KS
 

Categories and Ranking

Salesforce Service Cloud
Ranking in IT Alerting and Incident Management
6th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
CRM Customer Engagement Centers (1st), Help Desk Software (4th), Knowledge Management Software (3rd)
Splunk ITSI (IT Service Int...
Ranking in IT Alerting and Incident Management
3rd
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
51
Ranking in other categories
Application Performance Monitoring (APM) and Observability (10th)
 

Mindshare comparison

As of October 2025, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 0.6%, up from 0.3% compared to the previous year. The mindshare of Splunk ITSI (IT Service Intelligence) is 2.5%, up from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management Market Share Distribution
ProductMarket Share (%)
Splunk ITSI (IT Service Intelligence)2.5%
Salesforce Service Cloud0.6%
Other96.9%
IT Alerting and Incident Management
 

Featured Reviews

MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
Read full review
Ahmed Naguib - PeerSpot reviewer
Identifying complex diagnostics and alert management improvements needed
The best features of Splunk ITSI (IT Service Intelligence) are the APM, the Application Performance Monitoring, and the diagnostic capabilities. It is state-of-the-art. The intelligent alerting in Splunk ITSI (IT Service Intelligence) is very good. The predictive analysis can give you proactive information about potential bottlenecks that can occur on applications, desk, storage, SQL servers, databases, or other systems. It is very effective. The customizable dashboards in Splunk ITSI (IT Service Intelligence) facilitate our customers because they are highly adaptable. We have multiple types of dashboards, depending on who will be utilizing them, such as engineering, middle management, IT heads, or NOC teams that will be monitoring systems. The metrics I rely on for monitoring in Splunk ITSI (IT Service Intelligence) depend on what kind of asset or CI we are monitoring. For applications, we have the number of concurrent transactions, response time from the database, and write time on the desk. There are multiple parameters and metrics that we utilize in the monitoring part within ITSI.
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Performing Arts
9%
Computer Software Company
9%
Manufacturing Company
9%
Financial Services Firm
19%
Manufacturing Company
10%
Computer Software Company
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise13
Large Enterprise24
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise9
Large Enterprise32
 

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
See all answers
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
See all answers
What do you like most about Splunk ITSI (IT Service Intelligence)?
Our mean time to detect is down to five minutes.
See all answers
What is your experience regarding pricing and costs for Splunk ITSI (IT Service Intelligence)?
Pricing can vary significantly based on the selected modules and deployment choices. Splunk ITSI tends to be more expensive compared to some open-source solutions.
See all answers
What needs improvement with Splunk ITSI (IT Service Intelligence)?
Splunk ITSI (IT Service Intelligence) can be improved in terms of the service management function, which is the only drawback, and there are some limitations in terms of event correlation, specific...
See all answers
 

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Product Reports

Buyer's Guide
Salesforce Service Cloud
September 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
Splunk ITSI (IT Service Intelligence)
September 2025
Splunk ITSI (IT Service Intelligence) reportDownload Splunk ITSI (IT Service Intelligence) product report
 

Also Known As

Service Cloud
No data available
 

Overview

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.

Salesforce

Splunk IT Service Intelligence (ITSI) is a powerful analytics-driven monitoring and analytics solution that provides real-time insights into the health and performance of IT services. 

It enables organizations to proactively identify and resolve issues, optimize service delivery, and improve overall IT operations. With its advanced machine learning capabilities, ITSI automatically detects anomalies, predicts future events, and prioritizes alerts based on business impact. 

The solution offers a centralized view of IT services, allowing users to visualize and analyze data from multiple sources in a single dashboard. ITSI also provides customizable KPIs, service-level agreements (SLAs), and key performance indicators (KPIs) to measure and track service performance. 

With its intuitive interface and powerful analytics capabilities, Splunk ITSI empowers IT teams to deliver reliable and efficient services, ensuring maximum uptime and customer satisfaction.

Splunk
 

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
TransUnion, Cox Automotive, Carnival Cruises, Leidos, Econocom, National Ignition Factory, Entrust Datacard, Molina Healthcare, United States Census Bureau
Buyer's Guide
Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence)
September 2025
Free Report: Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence)
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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.