Epic vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Epic
Score 8.6 out of 10
N/A
Epic offers a suite of medical practice management and EHR software.N/A
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
EpicSalesforce Service Cloud
Editions & Modules
No answers on this topic
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
EpicSalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EpicSalesforce Service Cloud
Features
EpicSalesforce Service Cloud
Billing and Claims Management
Comparison of Billing and Claims Management features of Product A and Product B
Epic
8.5
7 Ratings
12% above category average
Salesforce Service Cloud
-
Ratings
Real-time eligibility verification8.56 Ratings00 Ratings
Claims management8.56 Ratings00 Ratings
Coding8.57 Ratings00 Ratings
Patient billing8.57 Ratings00 Ratings
Financial Reporting8.56 Ratings00 Ratings
Patient Scheduling
Comparison of Patient Scheduling features of Product A and Product B
Epic
8.2
7 Ratings
5% above category average
Salesforce Service Cloud
-
Ratings
Rule-based scheduling9.07 Ratings00 Ratings
Automated appointment reminders10.05 Ratings00 Ratings
Automated patient check-in8.05 Ratings00 Ratings
Multi-location support9.06 Ratings00 Ratings
Calendar interface5.06 Ratings00 Ratings
Electronic Medical Records
Comparison of Electronic Medical Records features of Product A and Product B
Epic
8.9
7 Ratings
21% above category average
Salesforce Service Cloud
-
Ratings
Charting / document management9.57 Ratings00 Ratings
Templates9.57 Ratings00 Ratings
Patient portal9.07 Ratings00 Ratings
Mobile/tablet support8.57 Ratings00 Ratings
Fax integration9.05 Ratings00 Ratings
Integration with other EMR and PM systems8.07 Ratings00 Ratings
Workflow automation8.55 Ratings00 Ratings
Speech recognition10.04 Ratings00 Ratings
Customization8.07 Ratings00 Ratings
E-prescribing9.57 Ratings00 Ratings
Medical Security and Privacy
Comparison of Medical Security and Privacy features of Product A and Product B
Epic
9.6
7 Ratings
15% above category average
Salesforce Service Cloud
-
Ratings
HIPAA compliance10.07 Ratings00 Ratings
Role-based permission levels9.57 Ratings00 Ratings
Data backups and redundancy9.57 Ratings00 Ratings
Local mode / networking failsafe9.57 Ratings00 Ratings
Workflow and Scale
Comparison of Workflow and Scale features of Product A and Product B
Epic
8.2
7 Ratings
8% above category average
Salesforce Service Cloud
-
Ratings
Task tracking7.57 Ratings00 Ratings
Specialty-specific workflows7.57 Ratings00 Ratings
Multi-office / multi-physician capabilities9.57 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Epic
-
Ratings
Salesforce Service Cloud
8.8
78 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.276 Ratings
Expert directory00 Ratings8.454 Ratings
Subscription-based notifications00 Ratings8.964 Ratings
ITSM collaboration and documentation00 Ratings8.261 Ratings
Ticket creation and submission00 Ratings9.176 Ratings
Ticket response00 Ratings9.075 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Epic
-
Ratings
Salesforce Service Cloud
8.8
73 Ratings
10% above category average
External knowledge base00 Ratings8.764 Ratings
Internal knowledge base00 Ratings8.971 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Epic
-
Ratings
Salesforce Service Cloud
8.8
78 Ratings
10% above category average
Customer portal00 Ratings8.455 Ratings
IVR00 Ratings8.735 Ratings
Social integration00 Ratings8.748 Ratings
Email support00 Ratings9.277 Ratings
Help Desk CRM integration00 Ratings9.067 Ratings
Best Alternatives
EpicSalesforce Service Cloud
Small Businesses
athenaClinicals
athenaClinicals
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CareLogic EHR
CareLogic EHR
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
eClinicalWorks
eClinicalWorks
Score 8.2 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EpicSalesforce Service Cloud
Likelihood to Recommend
9.0
(8 ratings)
8.8
(84 ratings)
Likelihood to Renew
10.0
(1 ratings)
7.2
(8 ratings)
Usability
9.0
(6 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(29 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
10.0
(6 ratings)
7.0
(20 ratings)
In-Person Training
10.0
(1 ratings)
10.0
(1 ratings)
Online Training
8.0
(1 ratings)
9.0
(1 ratings)
Implementation Rating
10.0
(1 ratings)
7.0
(1 ratings)
Ease of integration
-
(0 ratings)
5.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
EpicSalesforce Service Cloud
Likelihood to Recommend
Epic
Epic is very good on the medical side and continues improving mental health and dental care. Having integrated telehealth via Zoom was a game-changer. During COVID, it was vital to have telehealth options and to ensure it was completely HIPAA Compliant and easy to document inside their health record.
Read full review
Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Read full review
Pros
Epic
  • There are doctors' notes templates with prepopulated fields in them. This saves a lot of time.
  • Epic sends medication orders to pharmacies electronically so that we do not have to call. This saves a lot of time.
  • Epic has a Secure Chat feature via which we can send HIPAA protected messages to any employee with the patient's name and record attached.
  • It has a PDMP link. We can look up what controlled medications such as opiates patients have been prescribed and by whom.
  • It links to MyChart, which is a platform via which patients can look up their own information without them having to call the doctors. This saves a lot of time.
Read full review
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
Epic
  • Visual Updates: While Epic is constantly improving the user experience, there are a few features that still need a design refresh. While this does not effect functionality, it does have an impact on user perception.
  • Ordering: While placing an order for a physician is very easy, a few changes to the workflow could improve the experience for physicians.
Read full review
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
Read full review
Likelihood to Renew
Epic
It is beyond measure the best EHR on the market.
Read full review
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.
Read full review
Usability
Epic
You should invest time into taking a training class before using Epic, but once you get the hang of it the usability features are endless! My favorite part about Epic is how it is automated and "trained" to catch user errors that would typically be missed in normal documentation/charting. This ensures accuracy and eliminates errors.
Read full review
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.
Read full review
Reliability and Availability
Epic
No answers on this topic
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Read full review
Performance
Epic
No answers on this topic
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Read full review
Support Rating
Epic
The initial training was good but would have been even better had I been more familiar with the system before taking it. I found learning how to deal with Epic while working in the field at the same time was a (pardon the pun) Epic learning curve. I really think there should be a scribe who does the data entry and others can focus on what they do best.
Read full review
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
In-Person Training
Epic
Well-vetted lesson plans that teach you what you need to know for success.
Read full review
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Read full review
Online Training
Epic
While not as effective as in-person training, it is still adequate.
Read full review
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
Read full review
Implementation Rating
Epic
Epic has a regimented implementation process that ensures a successful go-live.
Read full review
Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Read full review
Alternatives Considered
Epic
Epic gives extensive customization options in terms of utility and view. I have found this to be highly useful and efficient EHR as compared to other EHRs we use in our organization.
Read full review
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
Read full review
Scalability
Epic
No answers on this topic
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
Read full review
Return on Investment
Epic
  • Being able to track and document all of our services in the same place has made an exceptional improvement in continuity of patient care, both internally across departments (medical/dental/mental health) and externally with specialists and other healthcare organizations on a national scale.
  • Continuous improvements in Data reporting and analytics make tracking and implementing quality improvement measures throughout the year easy.
  • Massive improvements to the ELLA training platform, combined with detailed and interactive training materials for all system areas, make onboarding and staff training much easier!
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

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center