Salesforce Service Cloud vs xMatters comparison

Salesforce and Everbridge are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #6 with an average rating of 8.3, while Everbridge is ranked #10. Salesforce holds a 0.6% mindshare in IMS, compared to Everbridge’s 6.8% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
40 Comparison Views

96% willing to recommend

xMatters

Read 31 xMatters reviews

1,014 Views
811 Comparison Views

96% willing to recommend

Salesforce Service Cloud

xMatters

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 2, 2025

Salesforce Service Cloud and xMatters both operate in the IT service management space. Salesforce Service Cloud appears to have the upper hand in sales and service automation, while xMatters is more focused on real-time notifications and communication management.

Features: Salesforce Service Cloud includes customizable consoles, API access, and automated upgrades, which enhance its overall capabilities. Furthermore, it provides robust IT service solutions streamlined for various customer interactions. xMatters distinguishes itself with seamless ITSM integrations and highly effective alerting processes, making it an attractive option for real-time incident management. Its automation features facilitate efficient stakeholder communication.

Room for Improvement: Salesforce Service Cloud could enhance its email integration with Outlook, improve mobile application functionalities, and adjust pricing for better affordability. Additionally, users have expressed a desire for more advanced reporting capabilities and a more intuitive user interface. xMatters could benefit from refining its reporting features and integrating older functionalities with new updates more efficiently. Users also seek greater integration flexibility and a more user-friendly interface.

Ease of Deployment and Customer Service: Salesforce Service Cloud commonly deploys on public clouds, supporting various cloud environments. Its customer service is rated highly, although premium support often garners the best experiences. xMatters provides both public and private cloud options. It also has reputable customer service, supported by an engaged community that aids in technical inquiries.

Pricing and ROI: Salesforce Service Cloud is often perceived as an expensive solution, with pricing based on a per-user model that typically requires negotiation to achieve better deals. Its ROI varies and is contingent on company size and specific implementation strategies. On the other hand, xMatters offers a more cost-effective licensing model, renowned for its efficiency in reducing potential downtime costs. Despite different license costs, the platform is valued for streamlining communication and delivering satisfactory ROI to many of its users.

To learn more, read our detailed Salesforce Service Cloud vs. xMatters Report (Updated: September 2025).

Buyer's Guide

Salesforce Service Cloud vs. xMatters

September 2025

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Helped 869,566 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 (1st), Help Desk Software (4th), Knowledge Management Software (3rd)

xMatters

Ranking in IT Alerting and Incident Management

10th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

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 xMatters is 6.8%, down from 7.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	0.6%
xMatters	6.8%
Other	92.6%

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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Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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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

"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."

"There is an out-of-the-box feature for reporting and analytics"

"Salesforce Service Cloud improved our organization with its mobile capabilities."

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

"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."

"We use Salesforce Service Cloud for lead management and opportunity management."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The complexity of the solution is very less."

More Salesforce Service Cloud pros

"Made it very easy to implement our roster of people who receive alarms with the REST API."

"It has been easy to use and very reliable."

"xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."

"We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."

"It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes."

"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."

"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""

"The UI: It is easily navigable."

More xMatters pros

Cons

"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."

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

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

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

"The governor limits are a troubling feature of Salesforce"

"The solution could continue improving its artificial intelligence capabilities."

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

"Reporting could be improved."

More Salesforce Service Cloud cons

"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."

"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."

"Integrations seem to be the most difficult part. Once setup though, they work well."

"Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution."

"If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."

"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."

"We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them."

"The REST API is still missing some important functionality, which we require."

More xMatters cons

Pricing and Cost Advice

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is a bit expensive."

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

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

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

"The tool is pretty expensive."

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

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

"I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."

"The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."

"It seemed comparable or more reasonable than some of the other solutions, at least when we evaluated it. There are no extra costs in addition to the standard licensing fees. Its cost is good, given the breadth of features provided by xMatters."

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"If you are willing to pay for the licensing of it, it is able to scale out."

"This is a subscription-based, SaaS solution."

"The features they provide, versus the cost, are pretty good."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

Computer Software Company

30%

Performing Arts

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

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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Compared 25% of the time

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Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

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Compared 25% of the time

Opsgenie vs xMatters

Compared 16% of the time

ServiceNow vs xMatters

Compared 9% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2025

Download Salesforce Service Cloud product report

Buyer's Guide

xMatters

September 2025

Download xMatters product report

Also Known As

Service Cloud

xMatters IT Management

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

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.

Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.

Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.

Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.

Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.

Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

Everbridge

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

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

Salesforce Service Cloud vs. xMatters

September 2025

Free Report: Salesforce Service Cloud vs. xMatters

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