We performed a comparison between Salesforce Service Cloud and SCSM 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 is a stable product."
"The complexity of the solution is very less."
"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 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."
"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."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"It is one of the most stable solutions in the market."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature is the reporting of incidents."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The call logging is the solution's most valuable feature. It's very easy to use."
"It is quite scalable."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"There is room for improvement in pricing."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The price of this solution is high and it needs to be cheaper."
"The user interface needs to be improved."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Mobile application integration would be an improvement."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Salesforce Service Cloud is rated 8.6, while SCSM is rated 7.0. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our SCSM vs. Salesforce Service Cloud report.
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