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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 8.4, while Splunk is ranked #4 with an average rating of 8.3. Salesforce holds a 0.4% 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
  • 1,624 Views
  • 32 Comparison Views
96% willing to recommend
Splunk ITSI (IT Service Int...
Read 50 Splunk ITSI (IT Service Intelligence) reviews
  • 2,929 Views
  • 264 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: July 2025).
Buyer's Guide
Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence)
July 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
8.0
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
6.5
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
7.9
Splunk ITSI efficiently scales with clustering and machine learning, handling large data volumes and scoring high in scalability ratings.
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
7.9
Splunk ITSI offers high reliability and stability, especially in cloud deployments, with minor issues related to infrastructure and data consistency.
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
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 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.
Usability is one of the strongest characteristics of 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
Splunk ITSI allows for integration with threat intelligence, enabling my organization to correlate more than two events for generating alerts.
For more quotes and insights, download the Splunk ITSI (IT Service Intelligence) report
MARIA PILAR CANDA - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - 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 (2nd), Help Desk Software (4th), Knowledge Management Software (3rd)
Splunk ITSI (IT Service Int...
Ranking in IT Alerting and Incident Management
4th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
50
Ranking in other categories
Application Performance Monitoring (APM) and Observability (12th)
 

Mindshare comparison

As of August 2025, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 0.4%, up from 0.3% compared to the previous year. The mindshare of Splunk ITSI (IT Service Intelligence) is 2.5%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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.
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Srinivasulu Soolluru - PeerSpot reviewer
It speeds up incident response by automating alerts and ticket creation
When configuring a dashboard, we can write search criteria. Based on the search criteria, the dashboard shows all the alerts, including the alert time, creation time, and a summary description of the alert. When you add an extra column, such as the user that triggered the alert, the next time he refreshes the dashboard, he wants to know that the alert is acknowledged. We want to improve that comment feature. In the Service Analyzer, we monitor the network infrastructure services and have a KPI for each service. When the value exceeds the threshold value, we can add the colors. For example, we can set it to green when the threshold value is within the limit. If it is red, then the value has passed the threshold. We want more colors in the service analyzer to display all these features.
Read full review
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Top Industries

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

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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 could benefit from including more features that other solutions support, such as vulnerability management modules. This would help manage vulnerabilities effectively, allowing my organi...
See all answers
 

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Product Reports

Buyer's Guide
Salesforce Service Cloud
July 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
Splunk ITSI (IT Service Intelligence)
July 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)
July 2025
Free Report: Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence)
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