Salesforce Service Cloud vs SymphonyAI IT Service Management comparison

Salesforce and SymphonyAI are both solutions in the Help Desk Software category. Salesforce is ranked #4 with an average rating of 8.4, while SymphonyAI is ranked #22 with an average rating of 7.0. Salesforce holds a 2.4% mindshare in HDS, compared to SymphonyAI’s 1.6% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
731 Comparison Views

96% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

989 Views
514 Comparison Views

100% willing to recommend

Salesforce Service Cloud

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and SymphonyAI IT Service Management are two notable competitors in the service management domain. SymphonyAI appears to have an advantage due to its advanced features appealing to users, which may justify its higher costs.

Features: Salesforce Service Cloud provides comprehensive customer relationship management with AI-driven automation and integration capabilities within its ecosystem. SymphonyAI IT Service Management excels in offering advanced analytics, AI-driven insights, and robust functionalities specifically designed for IT environments, offering deeper IT-specific capabilities.

Room for Improvement: Salesforce Service Cloud could enhance its IT-specific functionalities, refine its analytics features, and further integrate more deeply with non-Salesforce systems. SymphonyAI IT Service Management might improve by simplifying its deployment process, expanding integration options beyond IT, and offering more flexible pricing plans to accommodate diverse business needs.

Ease of Deployment and Customer Service: Salesforce Service Cloud benefits from a well-established cloud-based deployment and a strong support network, streamlining implementation for clients. SymphonyAI IT Service Management's deployment focuses on IT tasks and requires more specialized support, yet it provides comprehensive services to aid in the transition.

Pricing and ROI: Salesforce Service Cloud presents more flexible pricing structures and competitive initial setup costs, appealing to businesses seeking lower upfront investments. Despite SymphonyAI IT Service Management's higher setup costs, its sophisticated features promise a substantial return on investment for IT-focused organizations, justifying its higher price tag.

To learn more, read our detailed Salesforce Service Cloud vs. SymphonyAI IT Service Management Report (Updated: July 2025).

Buyer's Guide

Salesforce Service Cloud vs. SymphonyAI IT Service Management

July 2025

Download the complete report

Helped 865,164 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 Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (16th), IT Service Management (ITSM) (22nd)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

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.

Read full review

Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

Read full review

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 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 solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

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

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

"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."

"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."

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

"The complexity of the solution is very less."

More Salesforce Service Cloud pros

"The product has the best features for ITSM."

"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."

"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."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

Cons

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"Reporting 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."

"The solution’s user interface could be improved and enhanced."

"The pricing for what Salesforce Service Cloud offers is not great."

"The documentation could be improved."

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

"I would like to add some bot features."

More Salesforce Service Cloud cons

"SummitAI IT Management Suite's project management and operational management features could be improved."

"Integration was a major limitation with SummitAI."

"I would like them to add software inventory in the next release. We don't have that right now."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"Salesforce Service Cloud is a highly expensive solution"

"The tool is pretty expensive."

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

"The price is too expensive."

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

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

"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."

More Salesforce Service Cloud pricing and cost advice

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

"We have a regular license."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

865,164 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Manufacturing Company

16%

Computer Software Company

10%

Financial Services Firm

10%

Government

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?

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 SummitAI IT Management Suite?

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.

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

See all answers

What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

See all answers

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

ServiceNow vs SymphonyAI IT Service Management

Compared 58% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 14% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 11% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 9% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 7% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2025

Download Salesforce Service Cloud product report

Buyer's Guide

IT Service Management (ITSM)

August 2025

Download SymphonyAI IT Service Management product report

Also Known As

Service Cloud

Summus IT Management Suite

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

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

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

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

Buyer's Guide

Salesforce Service Cloud vs. SymphonyAI IT Service Management

July 2025

Free Report: Salesforce Service Cloud vs. SymphonyAI IT Service Management

Find out what your peers are saying about Salesforce Service Cloud vs. SymphonyAI IT Service Management and other solutions. Updated: July 2025.

DOWNLOAD NOW

865,164 professionals have used our research since 2012.

See our Salesforce Service Cloud vs. SymphonyAI IT Service Management report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software 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.