168 Ratings
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Score 7 out of 100
Top Rated
262 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

BMC Helix ITSM (Remedy)

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah | TrustRadius Reviewer

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.2
Salesforce Service Cloud
6.6
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.2
Salesforce Service Cloud
6.8
Expert directory
BMC Helix ITSM (Remedy)
7.5
Salesforce Service Cloud
5.8
Service restoration
BMC Helix ITSM (Remedy)
9.2
Salesforce Service Cloud
Self-service tools
BMC Helix ITSM (Remedy)
8.0
Salesforce Service Cloud
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.7
Salesforce Service Cloud
6.5
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.3
Salesforce Service Cloud
6.9
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.1
Salesforce Service Cloud
Ticket creation and submission
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
7.4
Ticket response
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
6.5

ITSM asset management

BMC Helix ITSM (Remedy)
8.0
Salesforce Service Cloud
Configuration mangement
BMC Helix ITSM (Remedy)
8.4
Salesforce Service Cloud
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
Salesforce Service Cloud
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.4
Salesforce Service Cloud

Change management

BMC Helix ITSM (Remedy)
8.7
Salesforce Service Cloud
Change requests repository
BMC Helix ITSM (Remedy)
8.8
Salesforce Service Cloud
Change calendar
BMC Helix ITSM (Remedy)
8.9
Salesforce Service Cloud
Service-level management
BMC Helix ITSM (Remedy)
8.4
Salesforce Service Cloud

Self Help Community

BMC Helix ITSM (Remedy)
Salesforce Service Cloud
6.9
External knowledge base
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
7.0
Internal knowledge base
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
6.8

Multi-Channel Help

BMC Helix ITSM (Remedy)
Salesforce Service Cloud
7.5
Customer portal
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
5.9
IVR
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
8.5
Social integration
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
8.5
Email support
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
7.1
Help Desk CRM integration
BMC Helix ITSM (Remedy)
Salesforce Service Cloud
7.5

Pros

BMC Helix ITSM (Remedy)

  • Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
  • Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
  • The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
  • Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
  • Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Shayne Froelich | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
Lee Cullom | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.9
Based on 12 answers
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.6
Based on 25 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM (Remedy)

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Anonymous | TrustRadius Reviewer

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM (Remedy)

  • Identifying trends quickly is a big deal and gets people back to work quickly.
  • The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
  • The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
  • I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Martin Rockwell &quot;Rocky&quot; | TrustRadius Reviewer

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.2
Salesforce Service Cloud
6.6

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
Salesforce Service Cloud
9.6

Usability

BMC Helix ITSM (Remedy)
6.5
Salesforce Service Cloud
9.0

Support Rating

BMC Helix ITSM (Remedy)
7.9
Salesforce Service Cloud
7.6

Online Training

BMC Helix ITSM (Remedy)
Salesforce Service Cloud
9.0

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
Salesforce Service Cloud

Scalability

BMC Helix ITSM (Remedy)
8.0
Salesforce Service Cloud

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