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

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 out of 10
N/A
Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google…
$65
per month
Salesforce Marketing Cloud Social Studio (retiring)
Score 5.9 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
No answers on this topic
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
NoNo
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
8.5
57 Ratings
4% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
Organize and prioritize service tickets9.255 Ratings00 Ratings
Expert directory8.340 Ratings00 Ratings
Subscription-based notifications8.047 Ratings00 Ratings
ITSM collaboration and documentation8.242 Ratings00 Ratings
Ticket creation and submission8.556 Ratings00 Ratings
Ticket response8.955 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
53 Ratings
9% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
External knowledge base8.546 Ratings00 Ratings
Internal knowledge base9.151 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
57 Ratings
11% above category average
Salesforce Marketing Cloud Social Studio (retiring)
-
Ratings
Customer portal9.239 Ratings00 Ratings
IVR9.225 Ratings00 Ratings
Social integration7.334 Ratings00 Ratings
Email support9.756 Ratings00 Ratings
Help Desk CRM integration9.249 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)
8.5
10 Ratings
9% above category average
Boolean keyword searches00 Ratings7.09 Ratings
Filtering out noise/spam00 Ratings7.09 Ratings
Sentiment analysis00 Ratings10.08 Ratings
Broad channel coverage00 Ratings10.010 Ratings
Publishing
Comparison of Publishing features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.5
10 Ratings
6% above category average
Content planning and scheduling00 Ratings10.010 Ratings
Audience targeting00 Ratings8.09 Ratings
Content optimization00 Ratings8.08 Ratings
Workflow management00 Ratings8.010 Ratings
Engagement
Comparison of Engagement features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
7.6
9 Ratings
7% below category average
Automated routing and prioritization00 Ratings9.99 Ratings
Customer interaction histories00 Ratings9.99 Ratings
Bulk actions00 Ratings3.19 Ratings
Marketing
Comparison of Marketing features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
5.5
9 Ratings
34% below category average
Lead generation00 Ratings5.08 Ratings
Content marketing00 Ratings5.09 Ratings
Paid media management00 Ratings6.07 Ratings
Campaigns and promotions00 Ratings6.08 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)
8.1
10 Ratings
4% below category average
Twitter00 Ratings9.010 Ratings
Facebook00 Ratings10.010 Ratings
LinkedIn00 Ratings10.08 Ratings
Google+00 Ratings6.86 Ratings
Instagram00 Ratings8.07 Ratings
Pinterest00 Ratings6.54 Ratings
YouTube00 Ratings6.76 Ratings
Reporting/analytics
Comparison of Reporting/analytics features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
8.6
9 Ratings
7% above category average
Campaign success analytics00 Ratings8.99 Ratings
Real-time tracking00 Ratings7.09 Ratings
Competitor analysis00 Ratings9.97 Ratings
Account management
Comparison of Account management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
Salesforce Marketing Cloud Social Studio (retiring)
9.5
9 Ratings
15% above category average
Role-based user permissions & privileges00 Ratings9.08 Ratings
Mobile access00 Ratings9.99 Ratings
Best Alternatives
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Conte.ai
Conte.ai
Score 2.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.1 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.8 out of 10
Social Suite by Reputation.com
Social Suite by Reputation.com
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Likelihood to Recommend
9.2
(63 ratings)
8.9
(51 ratings)
Likelihood to Renew
9.6
(4 ratings)
8.8
(38 ratings)
Usability
8.5
(11 ratings)
9.0
(9 ratings)
Availability
8.7
(7 ratings)
9.6
(5 ratings)
Performance
8.6
(7 ratings)
8.4
(5 ratings)
Support Rating
7.6
(19 ratings)
9.0
(8 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
9.0
(1 ratings)
7.6
(6 ratings)
Implementation Rating
-
(0 ratings)
9.8
(6 ratings)
User Testimonials
Salesforce Service CloudSalesforce Marketing Cloud Social Studio (retiring)
Likelihood to Recommend
Salesforce
- Heavy volumes of tickets/ support workload - Audit trail of all dispute resolutions and customer history - Can be easily configured as per business requirements - Integration agnostic with 3rd party systems like CTI, ERP, other external systems Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions
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
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Pros
Salesforce
  • 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.
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.
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Cons
Salesforce
  • 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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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.
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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.
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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.
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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.
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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.
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Reliability and Availability
Salesforce
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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Discontinued Products
The platform is rarely down
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Performance
Salesforce
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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Discontinued Products
No issues with performance.
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Support Rating
Salesforce
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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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.
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Online Training
Salesforce
No answers on this topic
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
No answers on this topic
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
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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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
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Return on Investment
Salesforce
  • 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!
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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.
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Salesforce Service Cloud OverviewScreenshot of Salesforce Service Cloud - Customer CommunitiesScreenshot of Salesforce Service Cloud - Agent ConsoleScreenshot of Salesforce Service Cloud - Live AgentScreenshot of Salesforce Service Cloud - Wave AnalyticsScreenshot of Salesforce Service Cloud - Social Customer Support