We performed a comparison between Ivanti Neurons for 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."HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"It is easy to set up."
"The solution is easy to use and has a user-friendly interface"
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The integrations are quite simple and clear."
"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 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."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The interface is quite user-friendly."
"It is a stable product."
"It's a cloud tool, so it is easy to set up."
"We'd like more integration with solutions like SolarWinds."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"The main concern for me revolves around the speed of certain integrations."
"The pricing of the solution can be made cheaper."
"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."
"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 integrations with other solutions can be improved."
"Salesforce Service Cloud's report functionality 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."
"The pricing for what Salesforce Service Cloud offers is not great."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. Ivanti Neurons for ITSM is rated 8.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Ivanti Neurons for ITSM vs. Salesforce Service Cloud report.
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