Salesforce Service Cloud vs xMatters comparison

Why PeerSpot?

Salesforce and Everbridge are both solutions in the IT Alerting and Incident Management category. Salesforce is ranked #15 with an average rating of 7.4, while Everbridge is ranked #12. Salesforce holds a 2.3% mindshare in IMS, compared to Everbridge’s 4.4% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Salesforce Service Cloud

Read 58 Salesforce Service Cloud reviews

9,163 Views
1,008 Comparison Views

96% willing to recommend

xMatters

Read 31 xMatters reviews

3,532 Views
3,143 Comparison Views

96% willing to recommend

Salesforce Service Cloud

xMatters

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 2, 2025

Salesforce Service Cloud and xMatters both operate in the IT service management space. Salesforce Service Cloud appears to have the upper hand in sales and service automation, while xMatters is more focused on real-time notifications and communication management.

Features: Salesforce Service Cloud includes customizable consoles, API access, and automated upgrades, which enhance its overall capabilities. Furthermore, it provides robust IT service solutions streamlined for various customer interactions. xMatters distinguishes itself with seamless ITSM integrations and highly effective alerting processes, making it an attractive option for real-time incident management. Its automation features facilitate efficient stakeholder communication.

Room for Improvement: Salesforce Service Cloud could enhance its email integration with Outlook, improve mobile application functionalities, and adjust pricing for better affordability. Additionally, users have expressed a desire for more advanced reporting capabilities and a more intuitive user interface. xMatters could benefit from refining its reporting features and integrating older functionalities with new updates more efficiently. Users also seek greater integration flexibility and a more user-friendly interface.

Ease of Deployment and Customer Service: Salesforce Service Cloud commonly deploys on public clouds, supporting various cloud environments. Its customer service is rated highly, although premium support often garners the best experiences. xMatters provides both public and private cloud options. It also has reputable customer service, supported by an engaged community that aids in technical inquiries.

Pricing and ROI: Salesforce Service Cloud is often perceived as an expensive solution, with pricing based on a per-user model that typically requires negotiation to achieve better deals. Its ROI varies and is contingent on company size and specific implementation strategies. On the other hand, xMatters offers a more cost-effective licensing model, renowned for its efficiency in reducing potential downtime costs. Despite different license costs, the platform is valued for streamlining communication and delivering satisfactory ROI to many of its users.

To learn more, read our detailed Salesforce Service Cloud vs. xMatters Report (Updated: September 2026).

Buyer's Guide

Salesforce Service Cloud vs. xMatters

September 2026

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Helped 920,769 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

Salesforce Service Cloud

Ranking in IT Alerting and Incident Management

15th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (11th), Knowledge Management Software (6th)

xMatters

Ranking in IT Alerting and Incident Management

12th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of November 2026, in the IT Alerting and Incident Management category, the mindshare of Salesforce Service Cloud is 2.3%, up from 1.2% compared to the previous year. The mindshare of xMatters is 4.4%, down from 6.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
xMatters	4.4%
Salesforce Service Cloud	2.3%
Other	93.3%

IT Alerting and Incident Management

Featured Reviews

ManchikatlaShravani

Salesforce Consultant at BYTENET

Omni-channel routing has transformed case handling and now supports complex field operations

From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup. Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.

Read full review

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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

"Distributing them automatically and evenly between users through Omni Channel ensures that everybody performs at their best and improves their productivity!"

"Customer service is very good."

"The complexity of the solution is very less."

"Logging activities and creating opportunities are easier than before, and it provides visibility of the sales pipeline."

"Automation, order of execution, bulkification, and error monitoring are features that I found to be valuable, and with Salesforce, I have not faced any issues related to these functionalities."

"The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy; you can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily."

"The main benefit is having it integrated with the core Salesforce."

"I started to use it two months ago and absolutely love it."

More Salesforce Service Cloud pros

"The REST API has given us the chance to move away from manual work to fully automated updates."

"Since we implemented xMatters, getting someone working on the call has gone from 30 to 35 minutes to about five minutes, which has made a massive impact on our organization."

"This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."

"The customer service is quite responsive, they are quick to answer your calls or emails, and they do provide good support."

"It has been easy to use and very reliable."

"Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event."

"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."

More xMatters pros

Cons

"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."

"There's an issue where creating a repetitive appointment creates two appointments on the first occurrence."

"The workforce management could use improvement as my client wasn't happy with the scheduling engine."

"The solution could continue improving its artificial intelligence capabilities."

"Most of the applications are third party applications which we have to install through App-Exchange (some are paid ones)."

"The pricing of the solution can be made cheaper."

"The pricing of the various editions could be improved."

"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."

More Salesforce Service Cloud cons

"If you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult."

"Integrations seem to be the most difficult part. Once setup though, they work well."

"Support may take longer than desired to resolve some issues."

"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."

"They could make the product more customizable."

"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."

"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."

"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."

More xMatters cons

Pricing and Cost Advice

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

"Salesforce Service Cloud is a bit 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."

"Salesforce is very cost-effective."

"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."

"The solution is priced at 50 dollars a month per user."

"Salesforce Service Cloud is a highly expensive solution"

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"If the licensing were cheaper, our customer might buy more."

"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."

"I do not think it is worth the value."

"The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

"I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."

"The features they provide, versus the cost, are pretty good."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

11%

Comms Service Provider

Construction Company

Financial Services Firm

12%

Construction Company

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	13
Large Enterprise	26

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

Questions from the Community

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

I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everything, I configure the system, but I do not have an idea about the pricing.

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What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projects. I work with Sales and Service. I have more than five years of experience wit...

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Compared 15% of the time

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Compared 14% of the time

FireHydrant vs xMatters

Compared 7% of the time

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Compared 5% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

October 2026

Download Salesforce Service Cloud product report

Buyer's Guide

xMatters

October 2026

Download xMatters product report

Also Known As

Service Cloud

xMatters IT Management

Overview

Salesforce Service Cloud is an advanced platform designed for customer relationship management, offering seamless integration, customization, and enhanced usability for improved productivity and decision-making.

Salesforce Service Cloud, a comprehensive tool for customer service, empowers organizations with automation and Omni-Channel support. It integrates with CRM data to boost efficiency, supporting interactions across channels while automating case management. This leads to better workflow and data access. While effective, there are challenges in integration speed with external systems and issues in areas like Knowledge Management and analytics. The interface and reporting could be simplified, and email integration along with case management needs refinement. AI functionalities and pricing require enhancement, and customization could be more user-friendly. Improvements in media handling and workforce management are suggested.

What are the key features of Salesforce Service Cloud?

Seamless Integration: Aligns smoothly with internal systems.
Customization: Tailors features to unique business processes.
Automation Capabilities: Streamlines repetitive tasks.
Omni-Channel Support: Facilitates interactions from multiple channels.
Case Management: Automates customer case resolution.

What benefits can users expect from Salesforce Service Cloud?

Enhanced Productivity: Automation of tasks increases efficiency.
Improved Decision Making: Accessible data enables informed choices.
Cost Reduction: Streamlined processes lower costs.
Increased Flexibility: Customization allows adaptation to business needs.

Salesforce Service Cloud is extensively implemented in industries like B2B sales, medical, banking, and insurance, aiding in customer service. It serves contact centers, field services, and post-sales activities. Companies utilize it for managing licenses, inquiries, and automating processes, enhancing efficiency and cost-effectiveness.

Salesforce

xMatters provides robust automated notifications and incident management, enhancing alerting and critical IT incident handling with seamless integrations, ensuring timely communications.

xMatters is designed for efficient incident management and streamlined IT alerting. It offers flexibility through integrations with ServiceNow, Slack, and others, enhancing communication and workflow management during critical events. Users highlight the SaaS model, customizable on-call scheduling, and effective communication tools. These features reduce incident response times, enhance message delivery, and support team collaboration across platforms.

What features make xMatters stand out?

REST API Automation: Facilitates seamless integration and automation.
Intuitive UI: Simplifies the user experience for managing workflows.
Workflow Builder: Enhances customization for incident processes.
Integration Flexibility: Supports various tools like ServiceNow and Slack.
Customizable Scheduling: Offers tailored on-call schedules and escalation paths.
Automated Notifications: Streamlines incident response times.
Robust Logging: Ensures reliability in tracking system activities.
Device Management: Offers comprehensive control over notification devices.
Self-Service Capabilities: Empowers users in managing their alerts and settings.
Conference Bridging: Facilitates communication during incident resolution.

What benefits should users consider in reviews?

Operational Efficiency: Enhanced by seamless integrations.
Improved Incident Response: Driven by automated notification and escalation pathways.
User Empowerment: Through self-service and device management features.
Accessibility: Enabled by a SaaS-based infrastructure.
Collaboration: Boosted through messaging and conference features.

xMatters supports industries in managing IT incidents and emergency notifications. Teams prioritize alerts, maintain on-call schedules, and automate response workflows, particularly integrating with tools like ServiceNow for critical event handling. Its application in infrastructure monitoring and proactive engagement is notable across sectors.

Everbridge

Sample Customers

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

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

Salesforce Service Cloud vs. xMatters

September 2026

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