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Top Rated
255 Ratings
28 Ratings
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Score 7.1 out of 100

Salesforce Service Cloud

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Top Rated
255 Ratings
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Score 8 out of 100

Likelihood to Recommend

Liferay Digital Experience Platform (DXP)

Liferay Portal is a framework which comes with a fine grained security/permission model, (Web) Content Management, Authentication and Authorization, outbox portlets with different features to manage content or users. So if any business application has below questions then I can recommend not to use Liferay as a platform.
  • Application is big but not content or user driven.
  • Application with few static contents.
  • Application with batch transactions(DB) i.e. insert , update db records in batch.
  • Application with ERP capabilities.
  • Application with Big Data support.
Varun Shah | TrustRadius Reviewer

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.2
Organize and prioritize service tickets
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.3
Expert directory
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
6.5
Subscription-based notifications
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.1
ITSM collaboration and documentation
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.4
Ticket creation and submission
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.9
Ticket response
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.2

Self Help Community

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.4
External knowledge base
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.5
Internal knowledge base
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.3

Multi-Channel Help

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.8
Customer portal
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
6.7
IVR
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
8.5
Social integration
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
8.6
Email support
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.6
Help Desk CRM integration
Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.7

Pros

Liferay Digital Experience Platform (DXP)

  • Theming
  • Customization based on user roles
  • Content Management
  • Flexibility
Jake Smith | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

Liferay Digital Experience Platform (DXP)

  • Portal Security: It has good security model but in few areas it requires improvement.
  • Encrypt LDAP passwords on import
  • Log in should be via SSL by default
  • Upgrade/patch process should include an alert in the control panel
  • Add virus scan for uploaded files
  • Server Administration
  • Garbage Collector should be able to be scheduled to run from the control panel
  • Reindexing should be able to be scheduled from the control panel
  • Provide GUI to change the default Liferay favorite icon to any desired logo
  • LDAP mapping GUI to custom Liferay attributes
  • Configurations: Less configurations from properties files and provide more GUI to update from control panel.
Varun Shah | TrustRadius Reviewer

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Liferay Digital Experience Platform (DXP)

Liferay Digital Experience Platform (DXP) 10.0
Based on 1 answer
We are currently using Liferay Portal and plan to keep using it.
Varun Shah | TrustRadius Reviewer

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

Liferay Digital Experience Platform (DXP)

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

Support Rating

Liferay Digital Experience Platform (DXP)

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.1
Based on 15 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Liferay Digital Experience Platform (DXP)

Great choice for Java based enterprise organizations. Liferay is on the heavier side of CMS systems, and it excels in larger projects but is a waste of time for smaller projects.
Jake Smith | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Anonymous | TrustRadius Reviewer

Return on Investment

Liferay Digital Experience Platform (DXP)

  • Can reduce IT costs eventually.
  • Increases upfront costs due to technical knowledge needed for initial setup and maintenance.
  • Hard to analyze ROI until after it's totally implemented.
Jake Smith | TrustRadius Reviewer

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Liferay Digital Experience Platform (DXP)

General

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

Salesforce Service Cloud

General

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

Rating Summary

Likelihood to Recommend

Liferay Digital Experience Platform (DXP)
7.0
Salesforce Service Cloud
7.1

Likelihood to Renew

Liferay Digital Experience Platform (DXP)
10.0
Salesforce Service Cloud
9.6

Usability

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
9.0

Support Rating

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
7.1

Online Training

Liferay Digital Experience Platform (DXP)
Salesforce Service Cloud
9.0

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