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."It has the power to automatize several different tasks in the ITSM world."
"We have seen year over year customer satisfaction improvement for the last five years."
"The solution can scale."
"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."
"In general, for incident management, it's okay."
"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."
"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."
"The interface is quite user-friendly."
"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."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"It takes a long-time to plan and deploy the on-premise solution."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Log in process is unnecessarily complicated."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"There is room for improvement in pricing."
"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."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The documentation could be improved."
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 38 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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