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."If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"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."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"It's a very integrated solution."
"It has the power to automatize several different tasks in the ITSM world."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The complexity of the solution is very less."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"Encountered issues with scalability and stability."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Support could be better."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"I would also love to see consistency across all consoles."
"They could be more responsive to feedback from their community board."
"The dashboard can be better."
"Support could be more skilled. We are wasting too much of our time debugging."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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 integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"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 product's high price is an area of concern where improvements are required."
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 39 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 Freshservice, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and Genesys Cloud CX. See our BMC Helix ITSM vs. Salesforce Service Cloud report.
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