The software is so specific in its data entry that it is frustrating when small mistakes impact the data.

Overall we are happy with this software and would recommend.

Easy to use, very complete and dynamic. Great tool, platform to take advantage of sales opportunities and business administration.

Often, you must adapt your process to the tool,  not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields.

This product was great for connecting myself and other employees through one integrated system to manage and conduct sales activity.

I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.

I like how I am able to customize the platform to better suit the company’s needs.

Fully costomizable reporting and dashboards. Chatter feature is great and helpful for tracking.

Strong mobile capabilities. Rich partner community offering integrated solutions.

Sometimes I wouldn't get the notifications about the sales and it was hard to learn right away.

Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.

Excellent tool ,easy to configure and setup with minimal code.

I helped this tool resolve one of the major problem in our firm It is one of the best resolve and help to business problems.

One of the disadvantage which i find is to be with the pricing as it is on a bit higher side and the downtime is sometimes is very irritating.

Very comfortable to talk to or create a ticket for help. Services are provided quickly, efficiently and effectively.

Great and positive experience with this product. A big investment but will give you tools to make you successful.

Similar to the product that salesforce bought and then killed DESK.com.

As we unlock more powerful features the customer service technicians have been awesome at contacting us in a timely manner and resolving our issues.

The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.

This service helps provide quality care for a program that has tremendously changed our organization for the better.

I dislike the lack of WYSIWYG editor. Formatting is limited, but more importantly, it is a pain to apply much of it.

It's ease of use and dashboard views that you can share across the organization for easier data distribution.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

My organization does a great job of keeping up with this software so it is very user and customer service friendly.

Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.

Overall, the ease of use, the ability to share reports and dashboards is very critical and helpful to us.

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another.

It has a powerful analystics system that you can create report easily. Good integration with contacts/entities in Salesforce.

Andrew is amazing and helped with the process and continues to help as we start to uncover more and more about this program.

It's quick, responsive and overall the best product I've used.

I have been personally using Vivantio for about 1 month now at my company and the ease of use and simplicity is quite enjoyable.

Good value for money ITSM Tool for ITIL based Service Desks.

A more mature API would massively aid integrations in/out of Vivantio.

Always a pleasure to deal with. Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Great easy to use software, user friendly and useful to produce reports. Vivantio support is always quikc to respond and helps with all issues.

SaaS offering, Customer Portal, and easy Email to Ticket integration.

I one day had an emergency and needed to log in, but I had to change the password which wasted a little bit of critical time.

Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client.

Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Support has been good so far, software itself on the admin side is somewhat complex, but on the end user side is friendly and easy to use.

Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

I have to say, Vivantio is an amazing program, the customization for every little detail that we wanted was able to be done.

If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident.

Not a perfect system, but still one of the best service management software.

For example, if you have more than one file attached in a ticket, you have to manually download them one by one. It does not work very well in 4:3 screens, but this is undersandable.

The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20.

Easy to implement and customise to meet our needs.

Can be hard to get used to using at the start. Finding old tickets can be a pain sometimes.

I have had great success with using Vivantio as it offers a really agile and flexible tool for managing software and platform issues.

No major COns which is why this application was chosen.

I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt.

How much customization it allows. We can tailor it to fit our needs.

US Dollar

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and optimise the agent efforts, allowing them to handle customers' requests and manage cases.


Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.


The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.



LongDescription

Support Ticket Management

Call Transfer

Case Management

License Issuance

Surveys & Feedback

Utility Billing

Status Tracking

Multi-Channel Management

Performance Management

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Service Request Management

Transfers/Routing

IT Asset Management

SMS Messaging

Dispatch Management

Job Costing

Real-Time Monitoring

Workflow Configuration

Contract/License Management

Active Directory Integration

Code Enforcement

Change Management

Electronic Signature

IVR/Voice Recognition

Single Sign On

Automatic Call Distribution

Project Management

Approval Process Control

Rules-Based Workflow

Blended Call Center

Lead Distribution

Knowledge Management

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Call Logging

Offline Form

Job Management

Calendar Management

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Full Text Search

Call Center Management

Progressive Dialer

Scheduling

Data Import/Export

Email Tracking

Customer Complaint Tracking

Problem Management

Email Templates

Multi-Location

Self Service Portal

Customer Experience Management

Audit Trail

Outbound Call Center

Technician Management

File Storage

Screen Sharing

Mobile Access

Fixed Asset Management

Social Media Monitoring

Proactive Chat

Survey/Poll Management

Capacity Management

Compliance Management

Transcripts/Chat History

Performance Metrics

Inbound Call Center

Routing

Historical Reporting

Bid Management

Service Catalog

Call Scripting

Issue Management

Multi-Channel Communication

Configuration Management

Queue Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Social Media Integration

Forms Management

Service History

Workflow Management

Predictive Dialer

Real-Time Updates

Email Management

Website Integration

Caller ID

Ticket Management

Permit Issuance

Budgeting/Forecasting

Web browser (OS agnostic)

Starter Suite: $25 / user / month
Professional: $80 / user/ month
Enterprise: $165 / user/ month
Unlimited: $330 /user/month
Einstein 1 Service: $500 /user/month
All plans are billed annually.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Salesforce Service Cloud

Live Online

Webinars

Documentation

Videos

Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Support.

By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve service excellence. The platform scales to meet the complex needs of large multi-site organizations and high-growth businesses.

Vivantio offers flexibility without sacrifice:
- Future-proof your support teams with a solution that scales as you grow
- Get enterprise-level functionality without the hefty price tag, lengthy implementation or annual price gouging
- Centralize all your support teams – internal and external facing – in a single tool
- Onboard in days -- not months -- with the help of a dedicated implementation manager
- Connect with a real person on our in-house support team when you have a question
- Configure to each team's needs without ever writing a line of code or shoulder-tapping a developer

Key features include:
- dashboards
- charts and reports
- routing and escalation 
- assignments
- forms with custom fields
- incident management, problem management, and change management
- workflow tracking 
- configurable ticketing
- knowledge management
- branded self-service portals
- CRM

The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also create and manage service contracts.

Vivantio offers services on an annual subscription basis. It also offers a perpetual license for a one-time fee. Support is available via phone, email and through an online knowledge base.

Commenting/Notes

Real Time Analytics

Engagement Tracking

Employee Management

Forecasting

User Management

Application Management

HIPAA Compliant

Customer Segmentation

Real Time Monitoring

Customer Service Analytics

SSL Security

Secure Login

Procurement Management

Scheduled/Automated Reports

Template Management

Call Routing

Account Alerts

Contact Management

Help Desk Management

Configurable Workflow

Cost Tracking

Dashboard Creation

Inventory Tracking

Service Reporting

The Vivantio Platform provides multiple licensing options (named, concurrent, mixed, pools) to help you maximize your investment and keep your whole service team connected.

Price includes:
-Every Vivantio feature
-Choice of data centers
-In-house Professional Services
-Customer Success Manager
-Vivantio US & UK Telephone, Email and Self Service Support

Volume discounts start at around 15 users and continue to rise to 40%.

Educational institutions automatically qualify for a 5% discount; non-profits for 10%.

Salesforce Service Cloud vs Vivantio

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

Popular Comparisons