Salesforce Service Cloud vs xMatters comparison

Why PeerSpot?

Salesforce and Everbridge are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #15 with an average rating of 7.4, while Everbridge is ranked #12. Salesforce holds a 2.2% mindshare in IMS, compared to Everbridge’s 4.2% 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 58 Salesforce Service Cloud reviews

8,291 Views
912 Comparison Views

96% willing to recommend

xMatters

Read 31 xMatters reviews

3,275 Views
2,915 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 2026).

Buyer's Guide

Salesforce Service Cloud vs. xMatters

September 2026

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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

15th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Help Desk Software (11th), Knowledge Management Software (6th)

xMatters

Ranking in IT Alerting and Incident Management

12th

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 2026, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 2.2%, up from 0.7% compared to the previous year. The mindshare of xMatters is 4.2%, down from 6.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
xMatters	4.2%
Salesforce Service Cloud	2.2%
Other	93.6%

IT Alerting and Incident Management

Featured Reviews

ManchikatlaShravani

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.

Read full review

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

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"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."

"Being able to report on the Case data and use it to create Dashboards for our upper level management who are already familiar with Salesforce is important."

"Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%."

"Clients gain productivity and save time with Salesforce Service Cloud."

"We have improved our customer service and call-deflection rate with Service Cloud, particularly with Knowledge Base and Customer Community features"

"The built-in, ready-to-go package of case management, email management and social media management with a knowledge base helps to speed up the implementation time."

"There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform."

More Salesforce Service Cloud pros

"The REST API has given us the chance to move away from manual work to fully automated updates."

"The feature that I have found to be most valuable is the entire alert notification configuration, having an external system to trigger events that will process the alert to the supporting team. If a system is down, then you need to get it attention. Sometimes, it cannot wait until the next day. Therefore, how xMatters provides this type of integration is critical."

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

"Having this automated has led to a significant improvement in incident resolution time (resolution can now occur quicker than the time to previously contact the correct person)."

"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."

"The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature."

"Using xMatters to notify our IT and Emergency Management partners is vital for bringing back IT services and notifying our partners about emergencies."

"The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."

More xMatters pros

Cons

"I'd like to see a better UI/UX. It also needs more competitive pricing on the Service Cloud feature licenses."

"The main concern for me revolves around the speed of certain integrations."

"As a help desk solution, ZenDesk is much better."

"The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales."

"The governor limits are a headache sometimes."

"Customer Service: 3/10 Technical Support: 3/10"

"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."

"This is the one area that I really dislike about Salesforce. Dealing with their Level One support is a nightmare."

More Salesforce Service Cloud cons

"Additional built-in integrations with other applications would be an area of improvement."

"Some of the workflow development work that we do for the in-house piece can be quite complicated if you don't have experience using the tool."

"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."

"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."

"This is our biggest issue: licensing."

"Every customer would like a free ride, of course, and being a customer, I definitely feel the pricing is too high."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."

More xMatters cons

Pricing and Cost Advice

"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."

"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."

"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."

"Salesforce is very cost-effective."

"The price is too expensive."

"The tool is pretty expensive."

More Salesforce Service Cloud pricing and cost advice

"Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."

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

"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."

"xMatters is pricey, but you have to consider what a critical incident costs your organization."

"The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

"The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

Construction Company

Financial Services Firm

13%

Construction Company

10%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	13
Large Enterprise	26

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?

I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everything, I configure the system, but I do not have an idea about the pricing.

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

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 projects. I work with Sales and Service. I have more than five years of experience wit...

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Compared 15% of the time

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Compared 8% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

September 2026

Download Salesforce Service Cloud product report

Buyer's Guide

xMatters

September 2026

Download xMatters product report

Also Known As

Service Cloud

xMatters IT Management

Overview

Salesforce Service Cloud is an advanced platform designed for customer relationship management, offering seamless integration, customization, and enhanced usability for improved productivity and decision-making.

Salesforce Service Cloud, a comprehensive tool for customer service, empowers organizations with automation and Omni-Channel support. It integrates with CRM data to boost efficiency, supporting interactions across channels while automating case management. This leads to better workflow and data access. While effective, there are challenges in integration speed with external systems and issues in areas like Knowledge Management and analytics. The interface and reporting could be simplified, and email integration along with case management needs refinement. AI functionalities and pricing require enhancement, and customization could be more user-friendly. Improvements in media handling and workforce management are suggested.

What are the key features of Salesforce Service Cloud?

Seamless Integration: Aligns smoothly with internal systems.
Customization: Tailors features to unique business processes.
Automation Capabilities: Streamlines repetitive tasks.
Omni-Channel Support: Facilitates interactions from multiple channels.
Case Management: Automates customer case resolution.

What benefits can users expect from Salesforce Service Cloud?

Enhanced Productivity: Automation of tasks increases efficiency.
Improved Decision Making: Accessible data enables informed choices.
Cost Reduction: Streamlined processes lower costs.
Increased Flexibility: Customization allows adaptation to business needs.

Salesforce Service Cloud is extensively implemented in industries like B2B sales, medical, banking, and insurance, aiding in customer service. It serves contact centers, field services, and post-sales activities. Companies utilize it for managing licenses, inquiries, and automating processes, enhancing efficiency and cost-effectiveness.

Salesforce

xMatters provides robust automated notifications and incident management, enhancing alerting and critical IT incident handling with seamless integrations, ensuring timely communications.

xMatters is designed for efficient incident management and streamlined IT alerting. It offers flexibility through integrations with ServiceNow, Slack, and others, enhancing communication and workflow management during critical events. Users highlight the SaaS model, customizable on-call scheduling, and effective communication tools. These features reduce incident response times, enhance message delivery, and support team collaboration across platforms.

What features make xMatters stand out?

REST API Automation: Facilitates seamless integration and automation.
Intuitive UI: Simplifies the user experience for managing workflows.
Workflow Builder: Enhances customization for incident processes.
Integration Flexibility: Supports various tools like ServiceNow and Slack.
Customizable Scheduling: Offers tailored on-call schedules and escalation paths.
Automated Notifications: Streamlines incident response times.
Robust Logging: Ensures reliability in tracking system activities.
Device Management: Offers comprehensive control over notification devices.
Self-Service Capabilities: Empowers users in managing their alerts and settings.
Conference Bridging: Facilitates communication during incident resolution.

What benefits should users consider in reviews?

Operational Efficiency: Enhanced by seamless integrations.
Improved Incident Response: Driven by automated notification and escalation pathways.
User Empowerment: Through self-service and device management features.
Accessibility: Enabled by a SaaS-based infrastructure.
Collaboration: Boosted through messaging and conference features.

xMatters supports industries in managing IT incidents and emergency notifications. Teams prioritize alerts, maintain on-call schedules, and automate response workflows, particularly integrating with tools like ServiceNow for critical event handling. Its application in infrastructure monitoring and proactive engagement is notable across sectors.

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 2026

Free Report: Salesforce Service Cloud vs. xMatters

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