We performed a comparison between BMC Helix ITSM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The digital workplace is appealing."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"We have seen year over year customer satisfaction improvement for the last five years."
"Our Change Management and Incident Management processes have been greatly improved."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The interface is quite user-friendly."
"The product's initial setup phase was straightforward."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It is a stable product."
"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."
"It's a cloud tool, so it is easy to set up."
"There is an out-of-the-box feature for reporting and analytics"
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"I would also love to see consistency across all consoles."
"The interface is one major complaint about this product."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"Encountered issues with scalability and stability."
"Adding additional fields does not work very well."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Salesforce Service Cloud's report functionality could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"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 solution’s user interface could be improved."
"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 documentation could be improved."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 43 reviews. BMC Helix ITSM is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and Oracle Fusion Service. See our BMC Helix ITSM vs. Salesforce Service Cloud report.
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