Salesforce Experience Cloud (formerly Salesforce Community Cloud) vs Salesforce Service Cloud | TrustRadius

What users are saying about

Score 8.6 out of 10

Based on 257 reviews and ratings

Score 8 out of 10

Based on 303 reviews and ratings

Feature Rating Comparison

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

External knowledge base

Internal knowledge base

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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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Pedro Henrique de Almeida

Salesforce Developer Intern

JFOX IT PartnersInformation Technology and Services, 11-50 employees

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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.

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Director of Product Development

BeyondPay, Inc.Computer Software, 11-50 employees

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Cons

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)

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Verified User

Manager in Other

Computer Software Company, 51-200 employees

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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.

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Verified User

Technician in Customer Service

Hospital & Health Care Company, 11-50 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Analyst in Information Technology

Information Technology and Services Company, 51-200 employees

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Usability

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.4

Based on 4 answers

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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Verified User

Employee in Marketing

Information Technology and Services Company, 51-200 employees

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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.

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Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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Performance

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.1

Based on 10 answers

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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Verified User

Project Manager in Marketing

Automotive Company, 5001-10,000 employees

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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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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Support Rating

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 7.5

Based on 33 answers

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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Joseph Alleruzzo

Associate Director, Client Leadership for Michelin

Havas Media GroupMarketing and Advertising, 5001-10,000 employees

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Salesforce Service Cloud 7.1

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.

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Verified User

Project Manager in Marketing

Automotive Company, 5001-10,000 employees

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Alternatives Considered

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.

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Verified User

Employee in Customer Service

Education Management Company, 501-1000 employees

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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.

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Verified User

Engineer in Engineering

Building Materials Company, 1001-5000 employees

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Return on Investment

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

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Director of Recruitment and Analytics

Taylor UniversityHigher Education, 201-500 employees

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While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

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Verified User

Program Manager in Customer Service

Computer Software Company, 10,001+ employees

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Screenshots

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See All (6) Salesforce Service Cloud Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Service Cloud

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