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."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 reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Our Change Management and Incident Management processes have been greatly improved."
"The product's initial setup phase was straightforward."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"It's a cloud tool, so it is easy to set up."
"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."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"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 plug-ins that work with other standard systems have made the product industry-ready."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"They could be more responsive to feedback from their community board."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"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."
"The interface is somewhat dated as compared to technologies in use today."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The governor limits are a troubling feature of Salesforce"
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The product's high price is an area of concern where improvements are required."
"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 solution’s user interface could be improved and enhanced."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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."
"Salesforce Service Cloud's report functionality 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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