Salesforce Experience Cloud vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Experience Cloud
Score 8.2 out of 10
N/A
Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and…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
Salesforce Experience CloudSalesforce 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
Salesforce Experience CloudSalesforce 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
Salesforce Experience CloudSalesforce Service Cloud
Considered Both Products
Salesforce Experience Cloud
Chose Salesforce Experience Cloud
Because our program also includes a call center, live chat, texting and potentially Facebook Messenger chat, it makes sense that we go with Salesforce Community Cloud so it integrates nicely with Salesforce Service Cloud we use for the other elements of the programs and all …
Chose Salesforce Experience Cloud
Community Cloud is directly connected to the database (Salesforce), so there is no need for a 3rd party or an API to bring systems together. This means that CRM users can see all Intranet items from Salesforce directly. It's also extremely straight forward in use, but can be …
Chose Salesforce Experience Cloud
We are currently using Vanilla to manage our community (including our knowledge base & ideas), but will be moving to [Salesforce Experience Cloud (formerly Salesforce Community Cloud)] within the quarter. We decided to move forward with Experience Cloud because it integrates so …
Chose Salesforce Experience Cloud
Before Community Cloud, a common alternative was the development of web sites externally with integration to Sales Cloud being made from external API calls. This is a far costlier and more complex endeavour since it requires a dedicated development team to create and maintain …
Salesforce Service Cloud
Chose Salesforce Service Cloud
I'm not at the level where I would be part of the decision making process for choosing a vendor or product for the organization. Every position I've held, I've come into a company that has already implemented or is in the process of implementing Salesforce. Honestly I would not …
Chose Salesforce Service Cloud
All of the software's are well established and good, but what gave the edge to us its easy integration capability with other systems, experience cloud integration and Einstein analytics which made us move forward Salesforce. Salesforce also have better service and industry …
Chose 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 …
Chose Salesforce Service Cloud
Zendesk is great, but it doesn't allow for multiple ticketing channels to be linked to real time clients. Utilizing Service Cloud WITH Salesforce let's us see the full order/asset/tracking history that's occurred historically with buyers and sellers. The workflows are also …
Features
Salesforce Experience CloudSalesforce Service Cloud
Security
Comparison of Security features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
20% above category average
Salesforce Service Cloud
-
Ratings
Role-based user permissions10.01 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
18% above category average
Salesforce Service Cloud
-
Ratings
API10.01 Ratings00 Ratings
Internationalization / multi-language10.01 Ratings00 Ratings
Web Content Creation
Comparison of Web Content Creation features of Product A and Product B
Salesforce Experience Cloud
9.3
1 Ratings
20% above category average
Salesforce Service Cloud
-
Ratings
WYSIWYG editor8.01 Ratings00 Ratings
Code quality / cleanliness10.01 Ratings00 Ratings
Admin section10.01 Ratings00 Ratings
Page templates10.01 Ratings00 Ratings
Library of website themes8.01 Ratings00 Ratings
Mobile optimization / responsive design10.01 Ratings00 Ratings
Publishing workflow10.01 Ratings00 Ratings
Form generator8.01 Ratings00 Ratings
Web Content Management
Comparison of Web Content Management features of Product A and Product B
Salesforce Experience Cloud
8.6
1 Ratings
18% above category average
Salesforce Service Cloud
-
Ratings
Content taxonomy9.01 Ratings00 Ratings
SEO support8.01 Ratings00 Ratings
Bulk management8.01 Ratings00 Ratings
Availability / breadth of extensions8.01 Ratings00 Ratings
Community / comment management10.01 Ratings00 Ratings
Results and Analysis
Comparison of Results and Analysis features of Product A and Product B
Salesforce Experience Cloud
8.0
1 Ratings
6% below category average
Salesforce Service Cloud
-
Ratings
Conversion tracking8.01 Ratings00 Ratings
Test reporting8.01 Ratings00 Ratings
Funnel Analysis8.01 Ratings00 Ratings
User Segmentation8.01 Ratings00 Ratings
Digital Experience Platform
Comparison of Digital Experience Platform features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
8% above category average
Salesforce Service Cloud
-
Ratings
Campaign management10.01 Ratings00 Ratings
Cloud enablement10.01 Ratings00 Ratings
Content aggregation10.01 Ratings00 Ratings
Content classification10.01 Ratings00 Ratings
Multi-channel content personalization10.01 Ratings00 Ratings
Customer data analytics10.01 Ratings00 Ratings
DXP Third-Party Integrations10.01 Ratings00 Ratings
Multi-website management10.01 Ratings00 Ratings
Digital asset management10.01 Ratings00 Ratings
Editorial workflows and task management10.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Experience Cloud
-
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
Salesforce Experience Cloud
-
Ratings
Salesforce Service Cloud
8.7
73 Ratings
9% above category average
External knowledge base00 Ratings8.664 Ratings
Internal knowledge base00 Ratings8.971 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Experience Cloud
-
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 Ratings8.967 Ratings
Best Alternatives
Salesforce Experience CloudSalesforce Service Cloud
Small Businesses
Bloomreach - The Agentic Platform for Personalization
Bloomreach - The Agentic Platform for Personalization
Score 8.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
RWS Tridion Sites
RWS Tridion Sites
Score 9.0 out of 10
SysAid
SysAid
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Experience CloudSalesforce Service Cloud
Likelihood to Recommend
10.0
(51 ratings)
8.8
(84 ratings)
Likelihood to Renew
-
(0 ratings)
7.2
(8 ratings)
Usability
9.4
(4 ratings)
8.0
(12 ratings)
Availability
-
(0 ratings)
9.5
(29 ratings)
Performance
9.1
(5 ratings)
8.6
(7 ratings)
Support Rating
7.7
(17 ratings)
7.0
(20 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
Ease of integration
9.4
(4 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
Salesforce Experience CloudSalesforce Service Cloud
Likelihood to Recommend
Salesforce
Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
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
Salesforce
  • Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
  • Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required
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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
Salesforce
  • The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
  • Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)
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
Salesforce
No answers on this topic
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
Salesforce
Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it
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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
Salesforce
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.
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Performance
Salesforce
It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
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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
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Support Rating
Salesforce
We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
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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.
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In-Person Training
Salesforce
No answers on this topic
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.
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Online Training
Salesforce
No answers on this topic
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.
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Implementation Rating
Salesforce
No answers on this topic
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
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Alternatives Considered
Salesforce
I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
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
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Scalability
Salesforce
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
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Return on Investment
Salesforce
  • Improved online admission application completion rates from mid-60%s to mid-80%s.
  • Positive user experience from start-to-finish to leverage one data system for all prospective student data
  • Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data
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