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Salesforce Service Cloud vs SymphonyAI IT Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
58
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (9th), Knowledge Management Software (6th), IT Alerting and Incident Management (12th)
SymphonyAI IT Service Manag...
Average Rating
7.6
Reviews Sentiment
6.6
Number of Reviews
6
Ranking in other categories
Help Desk Software (18th), IT Asset Management (14th), IT Service Management (ITSM) (18th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
ManchikatlaShravani - PeerSpot reviewer
Salesforce Consultant at BYTENET
Omni-channel routing has transformed case handling and now supports complex field operations
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup. Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.
AS
Senior Practitioner at a outsourcing company with 1,001-5,000 employees
Comprehensive IT service processes have been supported but customization and support need improvement
All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Quotes from Members

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

Pros

"We automated these processes so they will be processed automatically, and users will get the end result for validation—it is basically time-saving for them."
"Automation Anywhere has save us more than $40,000 in the past year."
"In 2018, we looked at some other products on the market, but Automation Anywhere was a perfect fit. We didn't have any issues that Automation Anywhere couldn't solve. The critical factor for us was its ease of use. We liked the drag-and-drop interface and the low-code capabilities."
"Easy to access: Without the need to download and install software on a local machine, we can access the RPA application from virtually anywhere."
"The most valuable feature in this solution is the IQ Bot."
"It improved on 40+ % of manual effort which was a pain point for project budget and Project team SMEs."
"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."
"Training videos are very good and include detailed examples, which is really helpful for beginners."
"The flexibility of the platform is what really separates it from the crowd."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"Automation, order of execution, bulkification, and error monitoring are features that I found to be valuable, and with Salesforce, I have not faced any issues related to these functionalities."
"The complexity of the solution is very less."
"The plug-ins that work with other standard systems have made the product industry-ready."
"We have improved our customer service and call-deflection rate with Service Cloud, particularly with Knowledge Base and Customer Community features"
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The product has the best features for ITSM."
"It is a good tool to use."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."
 

Cons

"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"The technical support has been a little slow to respond to our inquiries."
"In terms of speed in Automation Anywhere, I feel it is taking a slightly longer time."
"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."
"When dealing with a large number of variables, uploading them directly from an Excel sheet to Automation Anywhere is not supported."
"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."
"I think Automation Anywhere could be improved by addressing the learning curve, as it is a little complex to start using it, especially for people new to automation tools."
"Automation Anywhere is not as flexible as Process Studio."
"The governor limits are a troubling feature of Salesforce"
"The pricing of the various editions could be improved."
"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"They could improve upon analytics."
"Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome."
"The initial set up can be a non-event. However, most businesses would need complex customizations."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
 

Pricing and Cost Advice

"Subscription for Automation Anywhere (AA) is paid yearly."
"Time-wise: We have saved hundreds of thousands of hours."
"It's the best RPA tool, but the pricing could be improved."
"Automation Anywhere's price is considerably better than UiPath's."
"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."
"Salesforce Service Cloud is a bit expensive."
"Salesforce is very cost-effective."
"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."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"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."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
"We have a regular license."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Financial Services Firm
14%
Outsourcing Company
11%
Construction Company
8%
University
7%
Manufacturing Company
14%
Construction Company
13%
Comms Service Provider
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business21
Midsize Enterprise13
Large Enterprise26
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise4
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everyt...
What needs improvement with Salesforce Service Cloud?
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined a...
What is your primary use case for Salesforce Service Cloud?
Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projec...
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...
What needs improvement with SummitAI IT Management Suite?
I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...
What is your primary use case for SummitAI IT Management Suite?
We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Service Cloud
Summus IT Management Suite
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about Salesforce Service Cloud vs. SymphonyAI IT Service Management and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.