Salesforce Service Cloud vs xMatters comparison

Salesforce and Everbridge are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #10 with an average rating of 8.1, while Everbridge is ranked #14. Salesforce holds a 2.0% mindshare in IMS, compared to Everbridge’s 4.9% 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 57 Salesforce Service Cloud reviews

6,169 Views
679 Comparison Views

96% willing to recommend

xMatters

Read 31 xMatters reviews

2,603 Views
2,317 Comparison Views

96% willing to recommend

Salesforce Service Cloud

xMatters

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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: June 2026).

Buyer's Guide

Salesforce Service Cloud vs. xMatters

June 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

10th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (7th), Knowledge Management Software (5th)

xMatters

Ranking in IT Alerting and Incident Management

14th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 2026, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 2.0%, up from 0.5% compared to the previous year. The mindshare of xMatters is 4.9%, down from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
Salesforce Service Cloud	2.0%
xMatters	4.9%
Other	93.1%

IT Alerting and Incident Management

Featured Reviews

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Field service has become more customer focused but asset-centric workflows still need improvement

Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless. The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry. Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.

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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

"It integrates with all our platforms, providing a comprehensive view of the customer."

"The most valuable feature was the ability to quickly add customizable fields (and by quickly, I mean in less than two minutes) that were easily incorporated into the existing framework."

"Salesforce provides a really good overview of the pipeline and the stages of each sale, allowing management to make accurate forecasts in terms of what will come in by the end of the month, quarter, or year."

"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."

"I know in the past year, we've seen substantial ROI in major healthcare companies."

"I love this product."

"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."

"The whole CRM suite is valuable, and it's a platform upon which to rapidly build applications."

More Salesforce Service Cloud pros

"Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event."

"The most valuable features are the ability to have groups and then have an on-call rotation in the groups. Outlook lacks both these features. Outlook gives you the ability to contact an individual or groups, but you can't contact them based on an on-call rotation, and you can't have built-in timing escalations inside of that. xMatters gives you the ability to do that, which is important when you have 50 or so people in the team, but you only want to contact the person who is on-call. You don't create any unnecessary noise. xMatters allows you to page the right person who is on-call versus just creating excessive noise."

"It brought efficiency in terms of how quickly we resolve matters and how quickly we can get in touch with the person who is actually on-call."

"It is an efficient way to deliver communication to a large number of users across a number of different applications."

"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."

"It is the sort of thing that we can't live without anymore."

"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."

"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."

More xMatters pros

Cons

"It is kind of a struggle to get a report that shows something you want it to show."

"I guess it loses a point because the demos we see on world tours have a lot of customization in them and are not at all out-of-the-box."

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

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

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

"There is no control over the appearance of Visual Flow pages, giving the appearance of an amateur web application within the Salesforce interface."

"The workforce management could use improvement as my client wasn't happy with the scheduling engine."

More Salesforce Service Cloud cons

"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."

"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options."

"The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process."

"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."

"We cannot go back in time to check out the previous schedules that we had. We can only see them moving forward. I wish we were able to go back and see the previous schedules that we had. That's the biggest thing."

"The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer."

"The reporting functionality could be improved, as it can be somewhat restrictive sometimes."

"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."

More xMatters cons

Pricing and Cost Advice

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

"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 a bit expensive."

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

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

More Salesforce Service Cloud pricing and cost advice

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

"The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."

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

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

"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."

"If the licensing were cheaper, our customer might buy more."

"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."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

University

Outsourcing Company

Construction Company

Financial Services Firm

12%

Construction Company

10%

Performing Arts

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
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?

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

See all answers

What needs improvement with Salesforce Service Cloud?

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service a...

See all answers

What is your primary use case for Salesforce Service Cloud?

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

See all answers

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Product Reports

Buyer's Guide

Salesforce Service Cloud

June 2026

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Buyer's Guide

xMatters

June 2026

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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

June 2026

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