We performed a comparison between Salesforce Service Cloud and Splunk ITSI (IT Service Intelligence) based on real PeerSpot user reviews.
Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"The complexity of the solution is very less."
"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."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"The root cause analysis is very helpful for us."
"Splunk ITSI helps us secure our environment by allowing us to create automatons that run when alerts are triggered."
"We have a lot of teams using Splunk and they would be blind without it."
"ITSI's most valuable feature is that it's easy to integrate DLP."
"The observability is great and valuable."
"The most valuable features are the agility, being able to ingest many data sources with no limitation on capacity."
"ITSI includes a feature called a glass table."
"We liked the built-in calculation of health scores."
"The pricing of the solution can be made cheaper."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"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."
"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 main concern for me revolves around the speed of certain integrations."
"The product's high price is an area of concern where improvements are required."
"The cost of the license could be lower."
"Quality-of-life features have room for improvement."
"The solution should integrate more features in NEAP."
"We're using predictive analytics, and there are three or four algorithms. It would be helpful if this process were more standardized and scalable."
"If the product had some prebuilt machine learning features, it would add value to our use cases."
"We also faced challenges relating to UI development."
"Splunk ITSI generates numerous false positives and has the potential for enhancement."
"Microservices is the only area where Splunk ITSI can be improved. When things come from one EC2 instance to another, there's a lack of exposure to microservices, so we can't know what's happening. Apart from that, it's doing pretty well."
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Salesforce Service Cloud is ranked 7th in IT Alerting and Incident Management with 39 reviews while Splunk ITSI (IT Service Intelligence) is ranked 5th in IT Alerting and Incident Management with 28 reviews. Salesforce Service Cloud is rated 8.6, while Splunk ITSI (IT Service Intelligence) is rated 8.2. 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 Splunk ITSI (IT Service Intelligence) writes "Provides great end-to-end visibility into our network environment and helped us reduce alert noise". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Splunk ITSI (IT Service Intelligence) is most compared with ServiceNow IT Operations Management, Grafana, Dynatrace, BMC TrueSight Operations Management and Splunk APM. See our Salesforce Service Cloud vs. Splunk ITSI (IT Service Intelligence) report.
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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.
