Salesforce Service Cloud vs Splunk On-Call 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 #13. Salesforce holds a 0.4% mindshare in IMS, compared to Splunk’s 4.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 81% 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 On-Call

Read 10 Splunk On-Call reviews

806 Views
532 Comparison Views

81% willing to recommend

Salesforce Service Cloud

Splunk On-Call

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 2, 2025

Salesforce Service Cloud and Splunk On-Call compete in the customer service and incident management sectors. Salesforce Service Cloud has the upper hand in CRM integration, making it suitable for businesses needing a complete CRM solution, while Splunk On-Call excels in incident response, preferred for IT operations.

Features: Salesforce Service Cloud integrates with the Salesforce ecosystem, enabling AI-driven customer interactions and providing detailed analytics for insights. It supports seamless integration with sales and marketing tools, ensuring a cohesive customer journey. Its robust case management features and automated workflows optimize customer support processes, while the Service Cloud Console provides a comprehensive view for agents. Splunk On-Call offers real-time incident alerting, facilitating prompt team collaboration and optimizing response times. Its integration capabilities with various monitoring tools ensure efficient incident capture and management, and its user-friendly scheduling and alerting features streamline on-call procedures.

Room for Improvement: Salesforce Service Cloud could enhance its incident response features, making it more competitive in rapid IT problem-solving. Simplifying integration with third-party IT tools could broaden its utility. Streamlining the setup process for new users can enhance user accessibility. Splunk On-Call might benefit from strengthened CRM capabilities to offer broader business services. Improving advanced reporting and analytics features could provide deeper insights into incident trends. Enhancing its interface to support more complex workflows would improve adaptability.

Ease of Deployment and Customer Service: Salesforce Service Cloud offers a robust, scalable cloud-based platform ideal for large enterprises with extensive support resources, ensuring smooth deployment for comprehensive CRM solutions. Its integration with Salesforce products ensures seamless setup and operation. Splunk On-Call provides a swift, straightforward setup, emphasizing quick integration with current IT systems. Its customer service is attentive, particularly beneficial for IT teams managing incidents efficiently, facilitating quick adoption and effective support.

Pricing and ROI: Salesforce Service Cloud demands a higher initial investment but promises a significant long-term ROI by enhancing customer relationships and driving revenue growth. The advanced CRM functionality substantially contributes to business operations, justifying its cost. Splunk On-Call offers a more affordable entry point, yielding rapid ROI by enhancing operational efficiency in incident management. Its cost-effectiveness and agile solutions attract IT teams seeking a reliable incident response system, maximizing value without heavy investments.

To learn more, read our detailed Salesforce Service Cloud vs. Splunk On-Call Report (Updated: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. Splunk On-Call

July 2025

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Helped 865,384 peers since 2012

Review summaries and opinions

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

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

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (4th), Knowledge Management Software (3rd)

Splunk On-Call

Ranking in IT Alerting and Incident Management

13th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

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 On-Call is 4.5%, down from 9.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

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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Wojtek Witowski

Product Owner at Danske Bank

Allows us to create flexible schedules for on-call rotations

For alerts, we could choose to get a text message, app notification, or a phone call. The phone calls were very unusable, because it just read a bunch of numbers, like an ID of the alert. If there was a way to customize the phone call message, that would be great. Later, we would try to read the message, but it wasn't great at reading that. They had some sort of internal chat functionality where if we got an alert, we could write to somebody else and ask them for help, but that was super cumbersome. There could be improvements with communicating an incident or alert. Imagine you call the help desk and you say that your computer is broken and then they say, "Actually, the internet is broken, so let us forward your alerts to the network people." And the network people say, "Actually, the electricity is the problem, so let us forward it to the electricity people." Basically, you could send the alert between the support teams inside the company.

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Quotes from Members

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

Pros

"We are very happy with the support team from Salesforce."

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"The most valuable feature of the solution is the traceability of actions."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"Nobody can compete with Salesforce Service Cloud's scalability."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"In terms of visibility to my boss and the team, it does help a lot."

More Salesforce Service Cloud pros

"The alert calling feature is the best because notifications are delivered via phone messages."

"The most valuable feature of the solution is helpdesk escalation."

"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."

"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."

"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."

Cons

"The integrations with other solutions can 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."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"Salesforce Service Cloud's report functionality could be improved."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"Reporting could be improved."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

More Salesforce Service Cloud cons

"There could be improvements with communicating an incident or alert."

"The third-party configuration tool could be easier to use."

"Should have more YouTube webinars."

"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap."

"The solution can be improved by including a wider list of permissions."

Pricing and Cost Advice

"Salesforce Service Cloud is a bit expensive."

"The solution is priced at 50 dollars a month per user."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The price of the solution depends on how many users need access to it"

"Salesforce is not a cheap product. It can be expensive."

"Salesforce is very cost-effective."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

More Salesforce Service Cloud pricing and cost advice

"The price of the solution could be less expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

31%

Manufacturing Company

11%

Financial Services Firm

Performing Arts

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.

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What needs improvement with Salesforce Service Cloud?

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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...

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Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 15% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

PagerDuty Operations Cloud vs Splunk On-Call

Compared 42% of the time

Opsgenie vs Splunk On-Call

Compared 41% of the time

ServiceNow vs Splunk On-Call

Compared 9% of the time

SolarWinds Web Help Desk vs Splunk On-Call

Compared 8% of the time

More Splunk On-Call Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Splunk On-Call

July 2025

Download Splunk On-Call product report

Also Known As

Service Cloud

VictorOps

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 On-Call offers seamless on-call scheduling and alert escalation with robust third-party integration, providing efficient incident management and resolution capabilities.

Splunk On-Call facilitates effective IT alert management by delivering on-call scheduling, alert escalation, and comprehensive integration with monitoring systems. The platform's capabilities include smooth third-party interactions and the transmogrifier feature, which enhances message customization. Users benefit from efficient alert notifications via phone or text, a user-friendly interface streamlining scheduling, and detailed timelines supporting root cause analysis. It is especially useful in IT environments where quick incident response and communication are critical. Users appreciate the aid in identifying responsible contacts during on-call rotations and deploying on-premises situations involving numerous team members.

What features enhance Splunk On-Call?

Seamless On-Call Scheduling: Organizes and simplifies duty rotations efficiently.
Effective Alert Escalation: Ensures critical issues reach the appropriate personnel swiftly.
Comprehensive Third-Party Integration: Connects easily with monitoring tools to streamline workflows.
Transmogrifier Feature: Customizes message content to improve communication clarity.
Automatic Solution Reporting: Aids in swift issue resolution through detailed reports.
Efficient Alert Notifications: Offers swift communication via phone and text notifications.
User-Friendly Interface: Simplifies management of schedules and overrides.

What benefits and ROI should users expect when utilizing Splunk On-Call?

Reduced Incident Response Time: Accelerates team reaction to critical alerts.
Enhanced Communication: Facilitates clearer and quicker interaction within teams.
Flexibility: Adapts to specific organizational requirements effortlessly.
Improved Root Cause Analysis: Provides comprehensive timelines and reports for deep dives.

Splunk On-Call is often implemented in IT departments of large organizations, where teams manage on-call operations and incident responses. Particularly beneficial in sectors requiring rapid reaction times, like tech companies or service providers, it aids developers in swiftly resolving service interruptions to maintain operational continuity 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

NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games

Buyer's Guide

Salesforce Service Cloud vs. Splunk On-Call

July 2025

Free Report: Salesforce Service Cloud vs. Splunk On-Call

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