BMC Helix Remedyforce vs. Microsoft Dynamics 365 Customer Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 5.2 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Microsoft Dynamics 365 Customer Service
Score 8.0 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
Offerings
Pricing Offerings
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Top Pros
Top Cons
Features
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
Microsoft Dynamics 365 Customer Service
9.3
1 Ratings
15% above category average
Organize and prioritize service tickets9.07 Ratings9.01 Ratings
Expert directory6.05 Ratings9.01 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings10.01 Ratings
ITSM collaboration and documentation8.07 Ratings9.01 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Microsoft Dynamics 365 Customer Service
10.0
1 Ratings
23% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Microsoft Dynamics 365 Customer Service
9.8
1 Ratings
21% above category average
Customer portal00 Ratings10.01 Ratings
IVR00 Ratings9.01 Ratings
Social integration00 Ratings10.01 Ratings
Email support00 Ratings10.01 Ratings
Help Desk CRM integration00 Ratings10.01 Ratings
Best Alternatives
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
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Medium-sized Companies
Agiloft Flexible Service Desk Suite
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User Ratings
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
9.0
(12 ratings)
10.0
(1 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
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Microsoft
The deployment of this software was a lot of pleasure for us as we were able to bring all our customers to one spot. The customer's requirements are considerably easier to satisfy in this way. As Microsoft Dynamic 365 for customer service, we are able to keep our customers in our firm in a long-term position. I highly suggest you use this service in all sorts of organizations as it is a very complete system with everything necessary for a high-grade customer care experience. The software gives several pricing packages that are appropriate for varied usage demands.
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Pros
BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
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Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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Cons
BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
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Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
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Likelihood to Renew
BMC Software Inc.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
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Microsoft
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
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Microsoft
No answers on this topic
Implementation Rating
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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Microsoft
No answers on this topic
Alternatives Considered
BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
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Microsoft
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Return on Investment
BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
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Microsoft
  • Creativity way.
  • Foster increase in revenue.
  • Improving decision-making.
  • Culture of good relationship/service.
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ScreenShots

BMC Helix Remedyforce Screenshots

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