BMC FootPrints Service Core vs Salesforce Service Cloud comparison

BMC and Salesforce are both solutions in the Help Desk Software category. BMC is ranked #28, while Salesforce is ranked #5 with an average rating of 8.3. BMC holds a 0.6% mindshare in HDS, compared to Salesforce’s 2.2% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

269 Views
134 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

609 Views
494 Comparison Views

96% willing to recommend

BMC FootPrints Service Core

Salesforce Service Cloud

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and BMC FootPrints Service Core are products competing in the customer service space. Salesforce Service Cloud has the upper hand due to its pricing efficiency and support services, while BMC FootPrints Service Core is notable for its configurability and IT service management capabilities.

Features: Salesforce Service Cloud is enhanced with omnichannel routing, AI-driven insights, and third-party integrations for improved case management. BMC FootPrints Service Core offers comprehensive service desk functions, asset management, and customizable workflows tailored to IT service operations.

Room for Improvement: Salesforce Service Cloud could improve by simplifying its interface and offering more customization options for non-technical users and enhancing integration with non-Salesforce applications. BMC FootPrints Service Core may benefit from a more intuitive user interface, faster support response times, and reduced initial setup complexity.

Ease of Deployment and Customer Service: Salesforce Service Cloud offers quick cloud-based deployment with extensive training and support, accommodating businesses of varied scales. BMC FootPrints Service Core provides flexible deployment options with cloud and on-premise solutions, though it requires substantial setup effort. Both products ensure robust customer support.

Pricing and ROI: Salesforce Service Cloud is known for competitive pricing and quick ROI with its scalable subscription model. BMC FootPrints Service Core might involve higher initial costs due to customization but offers rewarding long-term ROI for comprehensive service management needs. Initial cost-efficiency favors Salesforce, whereas BMC FootPrints provides extensive, customizable solutions.

To learn more, read our detailed BMC FootPrints Service Core vs. Salesforce Service Cloud Report (Updated: April 2025).

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

April 2025

Download the complete report

Helped 847,862 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC FootPrints Service Core

Ranking in Help Desk Software

28th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (30th)

Salesforce Service Cloud

Ranking in Help Desk Software

5th

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC FootPrints Service Core is 0.6%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

Read full review

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."

"We can track issues easier and run reports on issues to see if there are patterns."

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"Technical support is good."

"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."

"The discovery feature is very flexible."

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

More BMC FootPrints Service Core pros

"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."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"The complexity of the solution is very less."

"In terms of visibility to my boss and the team, it does help a lot."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"It's a cloud tool, so it is easy to set up."

"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."

More Salesforce Service Cloud pros

Cons

"The pricing could be a little lower and the product should cover more iTel versions."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"The mobile version of this product does not support asset management."

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

More BMC FootPrints Service Core cons

"There are some issues with backend connectivity in Salesforce Service Cloud."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"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."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"It is kind of a struggle to get a report that shows something you want it to show."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"This solution has good pricing."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"Our costs are well over $250,000."

"Salesforce Service Cloud is a bit expensive."

"The tool is pretty expensive."

"Salesforce is not a cheap product. It can be expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The price is too expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

More Salesforce Service Cloud pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

847,862 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

13%

Educational Organization

12%

Financial Services Firm

10%

Financial Services Firm

18%

Computer Software Company

14%

Educational Organization

13%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

Comparisons

ServiceNow vs BMC FootPrints Service Core

Compared 50% of the time

Rezolve AI Platform vs BMC FootPrints Service Core

Compared 50% of the time

More BMC FootPrints Service Core Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 19% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Also Known As

FootPrints Service Core

Service Cloud

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Cast & Crew

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

BMC FootPrints Service Core vs. Salesforce Service Cloud

April 2025

Free Report: BMC FootPrints Service Core vs. Salesforce Service Cloud

Find out what your peers are saying about BMC FootPrints Service Core vs. Salesforce Service Cloud and other solutions. Updated: April 2025.

DOWNLOAD NOW

847,862 professionals have used our research since 2012.

See our BMC FootPrints Service Core vs. Salesforce Service Cloud report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.