Salesforce Service Cloud vs. Salesforce Marketing Cloud Social Studio (retiring)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Salesforce Marketing Cloud Social Studio (retiring)
Score 6.7 out of 10
N/A
Radian6 was acquired by Salesforce.com in 2011 and - along with Buddy Media - became Salesforce Social Studio. The product is slated to be retired in November 2024.
$1,000
Per Org Per Month
Pricing
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Editions & Modules
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
Basic
$1,000.00
Per Org Per Month
Pro
$4,000.00
Per Org Per Month
Corporate
$12,000.00
Per Org Per Month
Enterprise
$40,000.00
Per Org Per Month
Offerings
Pricing Offerings
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Considered Both Products
Salesforce Service Cloud
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 …
Salesforce Marketing Cloud Social Studio (retiring)

No answer on this topic

Top Pros
Top Cons
Features
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
77 Ratings
9% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
Organize and prioritize service tickets9.275 Ratings00 Ratings
Expert directory8.553 Ratings00 Ratings
Subscription-based notifications8.963 Ratings00 Ratings
ITSM collaboration and documentation8.360 Ratings00 Ratings
Ticket creation and submission9.375 Ratings00 Ratings
Ticket response9.074 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
72 Ratings
11% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
External knowledge base8.763 Ratings00 Ratings
Internal knowledge base8.970 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.8
77 Ratings
11% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
Customer portal8.554 Ratings00 Ratings
IVR8.634 Ratings00 Ratings
Social integration8.847 Ratings00 Ratings
Email support9.276 Ratings00 Ratings
Help Desk CRM integration9.066 Ratings00 Ratings
Listening/monitoring
Comparison of Listening/monitoring features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.8
11 Ratings
14% above category average
Boolean keyword searches00 Ratings8.010 Ratings
Filtering out noise/spam00 Ratings8.010 Ratings
Sentiment analysis00 Ratings9.09 Ratings
Broad channel coverage00 Ratings10.011 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.0
11 Ratings
1% below category average
Content planning and scheduling00 Ratings8.011 Ratings
Audience targeting00 Ratings8.010 Ratings
Content optimization00 Ratings8.09 Ratings
Workflow management00 Ratings8.011 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
9.0
10 Ratings
10% above category average
Automated routing and prioritization00 Ratings9.99 Ratings
Customer interaction histories00 Ratings7.010 Ratings
Bulk actions00 Ratings10.010 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.3
10 Ratings
7% above category average
Lead generation00 Ratings8.09 Ratings
Content marketing00 Ratings9.010 Ratings
Paid media management00 Ratings8.08 Ratings
Campaigns and promotions00 Ratings8.09 Ratings
Channel coverage/integration
Comparison of Channel coverage/integration features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.3
11 Ratings
1% below category average
Twitter00 Ratings8.011 Ratings
Facebook00 Ratings8.011 Ratings
LinkedIn00 Ratings10.08 Ratings
Google+00 Ratings6.86 Ratings
Instagram00 Ratings9.08 Ratings
Pinterest00 Ratings6.54 Ratings
YouTube00 Ratings10.07 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.3
10 Ratings
7% above category average
Campaign success analytics00 Ratings8.010 Ratings
Real-time tracking00 Ratings9.010 Ratings
Competitor analysis00 Ratings8.08 Ratings
Account management
Comparison of Account management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.5
10 Ratings
5% above category average
Role-based user permissions & privileges00 Ratings8.09 Ratings
Mobile access00 Ratings9.010 Ratings
Best Alternatives
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
CoSchedule Marketing Suite
CoSchedule Marketing Suite
Score 9.9 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
CoSchedule Marketing Suite
CoSchedule Marketing Suite
Score 9.9 out of 10
Enterprises
SysAid
SysAid
Score 8.8 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Likelihood to Recommend
8.8
(83 ratings)
9.0
(52 ratings)
Likelihood to Renew
7.3
(8 ratings)
8.8
(38 ratings)
Usability
8.0
(12 ratings)
9.0
(9 ratings)
Availability
9.5
(28 ratings)
9.6
(5 ratings)
Performance
8.6
(7 ratings)
8.4
(5 ratings)
Support Rating
7.0
(20 ratings)
9.0
(8 ratings)
In-Person Training
10.0
(1 ratings)
10.0
(1 ratings)
Online Training
9.0
(1 ratings)
7.6
(6 ratings)
Implementation Rating
7.0
(1 ratings)
9.8
(6 ratings)
Ease of integration
5.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Likelihood to Recommend
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
Discontinued Products
If you're tasked with publishing content to social on behalf of your organization then this tool is certainly worth considering. You have quick and easy capability to schedule across multiple platforms with drag-and-drop simplicity. It ties into Salesforce's real strength of its CRM platform so you can quickly tie social activity and leads to those already in your database. And it does a good job at monitoring and analyzing brand and competitor content across multiple media types. Having said that, if you're into deep-dive and full functionality SaaS tools then this might not be for you as it covers three areas adequately, but not in enough detail or strength to make it a star performer
Read full review
Pros
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
Discontinued Products
  • The amount of the information that radian6 can pull from multiple social platforms is absolutely phenomenal. Its just not only the pull but the way the information can be presented in dashboards was way good. It helped us understand in various aspects of our social presence.
  • Multiple profiles helped us to break down the Big/Huge social buzz cloud to smaller and more manageable pieces. This helped us concentrate on the lows and helped us to plan better on turning them to highs.
  • Radian6 allowed us to follow thru the crowd trends with the latest information presented in a single view. This also helped us to collect the social opinion on the product releases.
  • The ease of use, one need not be an expert to start using this platform. The interface is easily understandable by anyone.
  • A keyword can be edited quickly to tailor the needs and the results were quick.
Read full review
Cons
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
Discontinued Products
  • Instagram Social Listening - it currently does not offer much social listening in terms of Instagram.
  • Instagram Owned - It currently stops pulling once an update is "old" by their standards, even if it receives recent comments. They can force pull, but you have to work with their tech team to do so.
Read full review
Likelihood to Renew
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
Discontinued Products
I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Read full review
Usability
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
Discontinued Products
• Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.
Read full review
Reliability and Availability
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
Discontinued Products
The platform is rarely down
Read full review
Performance
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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Discontinued Products
No issues with performance.
Read full review
Support Rating
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
Discontinued Products
As mentioned previously, it can be hard to get through to people who can help you. On occasion when I have spoken to customer service/tech support, they all seem nice and try to be helpful, however instead of admitting the system cannot do certain things, they will persist it saying that it can, which results in many wasted hours overall.
Read full review
In-Person Training
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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Discontinued Products
No answers on this topic
Online Training
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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Discontinued Products
• We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.
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Implementation Rating
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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Discontinued Products
Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.
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Alternatives Considered
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
Discontinued Products
Compared to Radian6, I found Meltwater Buzz, Simply Measured, and Sprout Social to be much more user friendly. Meltwater Buzz and Radian6 are very similar products with many of the same functionalities but Buzz presents your analytics in a way that is much easier to understand. I did a two week trial with Sprout Social and absolutely loved the product but our company needed the capability to connect to Salesforce, which is available on R6 and Buzz. Simply Measured is my all time favorite but I have only used the free version so I am not completely sure how it stacks up to Radian6
Read full review
Scalability
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
Discontinued Products
No answers on this topic
Return on Investment
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
Discontinued Products
  • Monitoring social brand awareness is not something you can consider to have a meaninful impact in your business ROI short term, however it's a must for taking care of long term relationships and customer intimacy.
  • Radian6 connects with other analytical tools like webtrends, Google Analytics, etc..however it's not directly linked to a revenue driven platform, you can´t see the immediate ROI generated in the tool.
  • If you bet for social relationships you should consider this tool, no question on that. Social Commerce might be of course impacted postively by the proper use of this tool.
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center