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Clarity SM vs salesforce.com Desk.com [EOL] comparison

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Executive Summary

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
salesforce.com Desk.com [EOL]
Average Rating
4.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
it_user77253 - PeerSpot reviewer
Architect at a consultancy with 501-1,000 employees
Documentation and API integration have room for improvement. We eventually switched to Zendesk and are much happier.
Help Desk functionality such as ticket tracking, hosting knowledge base, ticket routing, social media integration, API. But only if they work as advertised, which they do not necessarily. Yes, we learned to be more careful about selecting products and we ended up using a…

Quotes from Members

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

Pros

"The support team responds quickly."
"Customers also are looking for the kinds of solutions that help enable their workforces to be more effective."
"The ability to find objects easily through the 'Capture' option saves your time most significantly."
"IQ Bot is one of the most valuable features because it helps in processing different formats from different vendors."
"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."
"We have automated that complete process of code review. The bot is solving the problem of ensuring the compliance of reviewing code. People use to generally skip the code review process, because it was exhaustive. Bots can review the complete standards of the code, whatever is there, ensuring the compliance and eventually saving time."
"Automation Anywhere brings speed with accuracy; we are replacing a lot of manual work that our agents used to do, this has been automated now, and we get things done faster."
"Automation Anywhere's most valuable features include generative AI, similar to Copilot, which will significantly benefit developers; low-code or no-code technology; and document automation capable of extracting data from structured and unstructured PDF formats, presenting it clearly and easy to follow."
"The most valuable features that we're finding right now are the customer service portal and the ability to have a one stop shop experience, and that's what we're using the tool for."
"Unique tool that can get data from any other tool, correlate, make complex formulas to calculate SLAs/KPIs, calculate penalty/bonus, alerts, dashboards, automatic reporting, unbeatable for SLM."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"Utilization of change management features allowed us to effectively implement both group- and department-level change advisory boards and coordinate the interaction between the disparate management levels."
"If properly deployed, I think that the CA Service Desk Manager is scalable."
"It's fairly easy to use, from a UI standpoint."
"CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc."
"It is a stable and good product, with several integrations and an interesting API."
"We eventually switched to Zendesk and are much happier with it."
 

Cons

"We would like to have a better debugging facility."
"The optical character recognition of various documents and templates, particularly when using the Arabic language, has room for improvement."
"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."
"Some things that I do not see as of today are interactive chat or video interface."
"When I compare Automation Anywhere with the competition, some of the competitors have ready-made, off-the-shelf modules. For example, UiPath integrates with Windows AD. That is missing as of now in Automation Anywhere. If that became available it would also be great."
"In the last two years, with the help of IQ Bot, and what I learned today about this Attended Automation 2.0, I think they are addressing vital key challenges that we have faced so far."
"To improve the product, one aspect that Automation Anywhere can work on is archiving legacy data effectively. Currently, data older than current versions remains on the server, slowing the system down."
"Automation Anywhere has newly integrated the Generative AI feature. It should be more customizable. Currently, we can change certain parameters, but we would like to have the ability to do modifications within the LLM for better outputs."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"I would like to see probably not so many individual modules where it kind of wraps it all together."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"I think we don't necessarily exploit a lot of the features and functionality within the product because we don't really have a good support network with the company."
"It doesn't yet have the ability to integrate with other products."
"The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users."
"CA tools can be very useful when you have the right vendors on board, otherwise it becomes a disaster for your organisation."
"Mobility is one area: There should be improvements in terms of implementations and content."
"In a nutshell, don't."
 

Pricing and Cost Advice

"It is affordable for us."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"As our team size increases, we may get some more licenses for the tool."
"Automation Anywhere is expensive."
"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"We were paying approximately $30,000 for a year license."
"The solution is quite reasonable compared to other solutions in the market."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Desk.com, Salesforce Assistly
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
One Kings Lane, Munchery, ZenPayroll, Spotify, SoundCloud, Pandora
Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: May 2026.
900,644 professionals have used our research since 2012.