Try our new research platform with insights from 80,000+ expert users

Salesforce Service Cloud vs Splunk Security Essentials comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 2, 2025

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
55
Ranking in other categories
CRM Customer Engagement Centers (1st), Help Desk Software (4th), Knowledge Management Software (3rd)
Splunk Security Essentials
Ranking in IT Alerting and Incident Management
14th
Average Rating
8.6
Reviews Sentiment
5.9
Number of Reviews
4
Ranking in other categories
Data Visualization (17th), Security Incident Response (11th)
 

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 Security Essentials is 0.8%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud0.6%
Splunk Security Essentials0.8%
Other98.6%
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.
Srinivas Prudhivi Reddy - PeerSpot reviewer
Enables us to examine the parameters of the events found and take appropriate actions as necessary
Once we've configured our logs, for example, if we need to monitor processes and IP addresses, we ensure these logs are being ingested into our Splunk instance. The logs gathered from various endpoints are then consolidated into our Splunk platform. Once the data is collected, we can create searches and dashboards to analyze it. With these searches and dashboards, we gain insights into events and can make informed decisions based on them. We'll examine the parameters of these events and take appropriate actions as necessary.

Quotes from Members

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

Pros

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It's a cloud tool, so it is easy to set up."
"In terms of visibility to my boss and the team, it does help a lot."
"The plug-ins that work with other standard systems have made the product industry-ready."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The most valuable feature of the solution is the traceability of actions."
"The complexity of the solution is very less."
"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."
"I would have to rate Splunk Security Essentials a 10 out of 10 because it's free and there's tons of usable content."
"The network monitoring feature is particularly valuable for gathering information about users, login times, and other statistics."
"They have a good catalog of plans to use to resist the attacks."
"We are focusing on security to ensure incidents are reported efficiently. In addition to that, for reporting purposes, we are utilizing our dashboards or creating new ones. We will be using free visualization tools for this purpose."
 

Cons

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"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 documentation 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."
"The product's high price is an area of concern where improvements are required."
"I would like to add some bot features."
"The price could be improved."
"The reporting feature needs to be more user-friendly."
"They could add more AI content or AI and machine learning."
 

Pricing and Cost Advice

"The solution is priced at 50 dollars a month per user."
"The price of the solution depends on how many users need access to it"
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
"Salesforce Service Cloud is a highly expensive solution"
"The tool is pretty expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
Information not available
report
Use our free recommendation engine to learn which IT Alerting and Incident Management solutions are best for your needs.
869,566 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
15%
Performing Arts
9%
Computer Software Company
9%
Manufacturing Company
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise13
Large Enterprise24
No data available
 

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.
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...
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...
What is your experience regarding pricing and costs for Splunk Security Essentials?
Our SecOps manager and CISO were more familiar with Splunk, and the price was right. That was probably the primary driver, and we did evaluation as well with strict criteria and Gartner ratings.
What needs improvement with Splunk Security Essentials?
I have not used Splunk Security Essentials' customizable dashboards. I have not taken advantage of the pre-built security use cases in Splunk.
What is your primary use case for Splunk Security Essentials?
We use Splunk Security Essentials. We have projects, though not many projects per year. The solution is used to resist cyber attacks. They have a good catalog of plans to use to resist the attacks.
 

Also Known As

Service Cloud
No data available
 

Overview

 

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
Information Not Available
Find out what your peers are saying about Salesforce Service Cloud vs. Splunk Security Essentials and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.