BMC Helix Remedyforce vs. Salesforce Service Cloud

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
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
BMC Helix RemedyforceSalesforce Service Cloud
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
BMC Helix RemedyforceSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix RemedyforceSalesforce Service Cloud
Considered Both Products
BMC Helix Remedyforce

No answer on this topic

Salesforce Service Cloud
Chose Salesforce Service Cloud
I think SFDC Service Cloud provides more integration to other service desk features than other tools I have used or implemented. It is typically the very first solution I would review before considering others.
Top Pros
Top Cons
Features
BMC Helix RemedyforceSalesforce Service Cloud
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
Salesforce Service Cloud
8.7
67 Ratings
8% above category average
Organize and prioritize service tickets9.07 Ratings8.765 Ratings
Expert directory6.05 Ratings8.446 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings9.155 Ratings
ITSM collaboration and documentation8.07 Ratings8.351 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings9.165 Ratings
Ticket response00 Ratings8.764 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
Salesforce Service Cloud
-
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
Salesforce Service Cloud
-
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
Salesforce Service Cloud
9.0
63 Ratings
13% above category average
External knowledge base00 Ratings9.156 Ratings
Internal knowledge base00 Ratings8.961 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Salesforce Service Cloud
8.9
67 Ratings
12% above category average
Customer portal00 Ratings8.947 Ratings
IVR00 Ratings8.430 Ratings
Social integration00 Ratings8.541 Ratings
Email support00 Ratings9.366 Ratings
Help Desk CRM integration00 Ratings9.258 Ratings
Best Alternatives
BMC Helix RemedyforceSalesforce Service Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceSalesforce Service Cloud
Likelihood to Recommend
9.0
(12 ratings)
8.9
(73 ratings)
Likelihood to Renew
7.5
(4 ratings)
9.6
(4 ratings)
Usability
-
(0 ratings)
8.5
(11 ratings)
Availability
-
(0 ratings)
9.3
(17 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
8.0
(1 ratings)
7.6
(19 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceSalesforce Service Cloud
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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Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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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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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
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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Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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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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Salesforce
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.
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Usability
BMC Software Inc.
No answers on this topic
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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Performance
BMC Software Inc.
No answers on this topic
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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Support Rating
BMC Software Inc.
They care about your success.
Read full review
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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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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Salesforce
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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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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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.
Read full review
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center