Salesforce Service Cloud vs xMatters comparison

Salesforce and Everbridge are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #12 with an average rating of 7.7, while Everbridge is ranked #13. Salesforce holds a 2.1% mindshare in IMS, compared to Everbridge’s 4.4% 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

6,788 Views
747 Comparison Views

96% willing to recommend

xMatters

Read 31 xMatters reviews

2,813 Views
2,504 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: August 2026).

Buyer's Guide

Salesforce Service Cloud vs. xMatters

August 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

12th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (9th), Knowledge Management Software (6th)

xMatters

Ranking in IT Alerting and Incident Management

13th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2026, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 2.1%, up from 0.5% compared to the previous year. The mindshare of xMatters is 4.4%, down from 7.1% 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	2.1%
xMatters	4.4%
Other	93.5%

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.

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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

"Distributing them automatically and evenly between users through Omni Channel ensures that everybody performs at their best and improves their productivity!"

"The Salesforce customer service has been excellent."

"It is a stable product."

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

"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."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

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

"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."

More Salesforce Service Cloud pros

"I don't think I've ever had a complaint about it; xMatters just works."

"We're able to communicate better with specific groups or offices. We didn't have that capability or granularity before. It has helped in that regard."

"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."

"Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts."

"We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."

"We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate."

"We have not noticed any scalability issues in the two years that we have used the system."

"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."

More xMatters pros

Cons

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

"They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time."

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

"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."

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

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

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

"While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary."

More Salesforce Service Cloud cons

"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."

"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."

"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."

"One of the shortcomings or room for improvement is that their mobile application seems subpar. They could really revamp it and make it function a lot better."

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

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

"The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."

"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."

More xMatters cons

Pricing and Cost Advice

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

"Salesforce is very cost-effective."

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

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

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

"The price is too expensive."

"Salesforce Service Cloud is a highly expensive solution"

More Salesforce Service Cloud pricing and cost advice

"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."

"We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."

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

"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."

"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."

"I do not think it is worth the value."

"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."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Outsourcing Company

11%

Construction Company

University

Financial Services Firm

11%

Construction Company

10%

Performing Arts

Manufacturing Company

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.

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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 10% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

July 2026

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Buyer's Guide

xMatters

July 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

August 2026

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