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."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The versatility and customizability of the product is what I like most."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It provides a good user experience."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It's a very integrated solution."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It's a cloud tool, so it is easy to set up."
"The complexity of the solution is very less."
"The most valuable feature of the solution is the traceability of actions."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"The Approval Central system needs to be refreshed."
"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."
"It needs to be more comfortable for the end-user."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Some parts of the solutions are using the old interface."
"The amount of software issues are still too big, even considering the complexity of the tool."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The documentation could improve in BMC Helix ITSM."
"The integrations with other solutions can be improved."
"The solution’s user interface could be improved."
"The pricing of the solution can be made 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."
"The product's high price is an area of concern where improvements are required."
"The solution’s user interface could be improved and enhanced."
"The documentation could be improved."
"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."
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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