What users are saying about
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Top Rated
286 Ratings
14 Ratings
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Score 8.9 out of 100

Salesforce Service Cloud

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Top Rated
286 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

HubSpot Service Hub

It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Max Safier | TrustRadius Reviewer

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HubSpot Service Hub
8.5
Salesforce Service Cloud
7.2
Organize and prioritize service tickets
HubSpot Service Hub
8.6
Salesforce Service Cloud
7.7
Expert directory
HubSpot Service Hub
7.8
Salesforce Service Cloud
6.7
Subscription-based notifications
HubSpot Service Hub
8.2
Salesforce Service Cloud
7.0
ITSM collaboration and documentation
HubSpot Service Hub
7.5
Salesforce Service Cloud
7.0
Ticket creation and submission
HubSpot Service Hub
9.6
Salesforce Service Cloud
7.6
Ticket response
HubSpot Service Hub
9.4
Salesforce Service Cloud
7.4

Self Help Community

HubSpot Service Hub
8.4
Salesforce Service Cloud
6.8
External knowledge base
HubSpot Service Hub
8.4
Salesforce Service Cloud
6.7
Internal knowledge base
HubSpot Service Hub
8.4
Salesforce Service Cloud
6.8

Multi-Channel Help

HubSpot Service Hub
8.0
Salesforce Service Cloud
7.3
Customer portal
HubSpot Service Hub
8.9
Salesforce Service Cloud
6.7
IVR
HubSpot Service Hub
7.0
Salesforce Service Cloud
6.8
Social integration
HubSpot Service Hub
7.1
Salesforce Service Cloud
7.7
Email support
HubSpot Service Hub
7.8
Salesforce Service Cloud
7.5
Help Desk CRM integration
HubSpot Service Hub
9.4
Salesforce Service Cloud
7.6

Pros

HubSpot Service Hub

  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
Gordon Dalgleish | TrustRadius Reviewer

Cons

HubSpot Service Hub

  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Ed Romaine | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

Usability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Alternatives Considered

HubSpot Service Hub

For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together within one cohesive system.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Return on Investment

HubSpot Service Hub

  • It has made our client interactions more streamlined with all info in one place.
  • Workflows, snippets, and email templates have helped automate processes we used to do one by one by hand.
Barbara Wiesner | TrustRadius Reviewer

Salesforce Service Cloud

  • Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
  • On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
  • Our data has never been more organized and in better shape, though it's a constant battle!
Jonathan Tanis | TrustRadius Reviewer

Screenshots

Pricing Details

HubSpot Service Hub

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

HubSpot Service Hub Editions & Modules

Edition
Starter$50 ($45)1
Professional$400 ($360)1
EnterpriseStarting at $1,2002
  1. monthly (annually)
  2. per month
Additional Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

HubSpot Service Hub
8.6
Salesforce Service Cloud
7.3

Likelihood to Renew

HubSpot Service Hub
Salesforce Service Cloud
9.6

Usability

HubSpot Service Hub
Salesforce Service Cloud
8.4

Reliability and Availability

HubSpot Service Hub
Salesforce Service Cloud
8.7

Performance

HubSpot Service Hub
Salesforce Service Cloud
8.6

Support Rating

HubSpot Service Hub
Salesforce Service Cloud
7.2

Online Training

HubSpot Service Hub
Salesforce Service Cloud
9.0

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