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.
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 technical support is excellent, and I would rate it at ten.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
Splunk is highly scalable, with the ability to expand efficiently.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
The setup, however, must be done correctly as incorrect deployment can lead to issues.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
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.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
Splunk ITSI tends to be more expensive compared to some open-source solutions.
Clients gain productivity and save time with Salesforce Service Cloud.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
The predictive analysis can give you proactive information about potential bottlenecks that can occur on applications, desk, storage, SQL servers, databases, or other systems.
Splunk ITSI allows for integration with threat intelligence, enabling my organization to correlate more than two events for generating alerts.
| Product | Market Share (%) |
|---|---|
| Splunk ITSI (IT Service Intelligence) | 2.2% |
| Salesforce Service Cloud | 1.5% |
| Other | 96.3% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 11 |
| Midsize Enterprise | 9 |
| Large Enterprise | 32 |
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.
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.
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