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 versatility and customizability of the product is what I like most."
"The most valuable features are the simplicity and the in-duty features."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It has the power to automatize several different tasks in the ITSM world."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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."
"It is a stable product."
"The complexity of the solution is very less."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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."
"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 documentation could improve in BMC Helix ITSM."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Needs less infrastructure requirements."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"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."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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."
"The pricing for what Salesforce Service Cloud offers is not great."
"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 pricing of the solution can be made cheaper."
"Salesforce Service Cloud's report functionality could be improved."
"There is room for improvement in pricing."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Salesforce Service Cloud is ranked 9th 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 SCSM, 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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