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Top Rated
288 Ratings

Salesforce Service Cloud

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Top Rated
288 Ratings
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Score 7.8 out of 100
87 Ratings
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Score 8 out of 100

Likelihood to Recommend

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

Hybris fits well into a large development organization and will need many disciplines to fully leverage. It should fit very well into SAP heavy environments and recent roadmaps indicate a tighter and tighter integration in the future. It would be a challenge for a smaller shop to cultivate the kind of knowledge diversity necessary. Getting the initial momentum may also be a challenge if you do not have a good implementation partner, at least in the early stages.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.2
SAP Commerce Cloud (formerly SAP Hybris)
Organize and prioritize service tickets
Salesforce Service Cloud
7.7
SAP Commerce Cloud (formerly SAP Hybris)
Expert directory
Salesforce Service Cloud
6.7
SAP Commerce Cloud (formerly SAP Hybris)
Subscription-based notifications
Salesforce Service Cloud
7.0
SAP Commerce Cloud (formerly SAP Hybris)
ITSM collaboration and documentation
Salesforce Service Cloud
7.0
SAP Commerce Cloud (formerly SAP Hybris)
Ticket creation and submission
Salesforce Service Cloud
7.6
SAP Commerce Cloud (formerly SAP Hybris)
Ticket response
Salesforce Service Cloud
7.4
SAP Commerce Cloud (formerly SAP Hybris)

Self Help Community

Salesforce Service Cloud
6.8
SAP Commerce Cloud (formerly SAP Hybris)
External knowledge base
Salesforce Service Cloud
6.7
SAP Commerce Cloud (formerly SAP Hybris)
Internal knowledge base
Salesforce Service Cloud
6.8
SAP Commerce Cloud (formerly SAP Hybris)

Multi-Channel Help

Salesforce Service Cloud
7.3
SAP Commerce Cloud (formerly SAP Hybris)
Customer portal
Salesforce Service Cloud
6.7
SAP Commerce Cloud (formerly SAP Hybris)
IVR
Salesforce Service Cloud
6.8
SAP Commerce Cloud (formerly SAP Hybris)
Social integration
Salesforce Service Cloud
7.7
SAP Commerce Cloud (formerly SAP Hybris)
Email support
Salesforce Service Cloud
7.5
SAP Commerce Cloud (formerly SAP Hybris)
Help Desk CRM integration
Salesforce Service Cloud
7.6
SAP Commerce Cloud (formerly SAP Hybris)

Online Storefront

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.3
Product catalog & listings
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.3
Product management
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.5
Bulk product upload
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Branding
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.3
Mobile storefront
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.2
Product variations
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.5
Website integration
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.1
Visual customization
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
7.9
CMS
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.1

Online Shopping Cart

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Abandoned cart recovery
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.6
Checkout user experience
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.9

Online Payment System

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
9.1
eCommerce security
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
9.1

eCommerce Marketing

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Promotions & discounts
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Personalized recommendations
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
9.1
SEO
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.2

eCommerce Business Management

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Multi-site management
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.7
Order processing
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.6
Inventory management
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
9.2
Shipping
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.8
Custom functionality
Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.2

Pros

Salesforce Service Cloud

  • 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.
Gordon Dalgleish | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

  • Large scale product and user data management.
  • Out of the box support for common eCommerce functionality.
  • Robust platform that is supported well and consistently by the Hybris team who are available for direct support if needed.
  • Integrates well with other services if Hybris does not meet all business needs.
  • Localization for multi-national support was easy to implement.
Carter Lathrop | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • 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.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

  • CMS Cockpit is slow and inefficient for performing certain kinds of content management and template manipulation tasks. I often defer to the HMC, but this is not a feasible option for our client's content management team.
  • The OOTB UI code that ships with v5.0.1 is several years behind industry standard front end technology. v5.1 shows no promise of significant improvements in this arena. Some things I'd like to see: Dropping the Blueprint framework in favor of something Like Bootstrap, Less Framework or AngularJS. Jquery and key dependent plug-ins need to be upgraded and large, over-featured plugins like JQuery UI abandoned. SASS + Compass should replace static CSS. Granule should be dropped in favor of better tools for JS dependency management, code minification, and file concatenation.
  • Maintaining independent codebases for Desktop and Mobile views increases UI development hours by a margin of 30-50%. Natively supporting the option to configure a responsive design with a framework such as AngularJS would offer flexibility to serve up content and site chrome targeted at a wider range of device classes than just desktop machines and mobile phones.
Erin Riggers | TrustRadius Reviewer

Likelihood to Renew

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

SAP Commerce Cloud (formerly SAP Hybris)

SAP Commerce Cloud (formerly SAP Hybris) 9.3
Based on 2 answers
Its has very good features and with each upgrade the additional features are really exciting. Hybris delivers the top-rated e-commerce software and omni-channel solution to help enterprises across the globe innovate faster and sell more.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Service Cloud

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.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

SAP Commerce Cloud (formerly SAP Hybris) 9.0
Based on 3 answers
The SAP Commerce Cloud product has powerful content management that identifies products, catalogs, and promotions. In addition, it has a feature where inventory is tracked integrated with existing ERP (SAP and/or non-SAP) systems. With SAP Commerce Cloud, we can enable transactions to trigger all processes to integrate with existing ERP systems. In this way, it is possible to manage the system from end to end.
zahit bogus | TrustRadius Reviewer

Reliability and Availability

Salesforce Service Cloud

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.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

No score
No answers yet
No answers on this topic

Performance

Salesforce Service Cloud

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.
Hans Hong | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.2
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.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

SAP Commerce Cloud (formerly SAP Hybris) 7.2
Based on 7 answers
We have the right to open a ticket or submit request to SAP support teams for all the problems we have experienced. They also provide solutions for critical issues within 48 hours. In addition, the product has support documents such as a user guide and admin guide. In addition, there is a strong community of users. In this way, we can access solution of some specific problems that we have fallen on from there.
zahit bogus | TrustRadius Reviewer

Implementation Rating

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SAP Commerce Cloud (formerly SAP Hybris)

SAP Commerce Cloud (formerly SAP Hybris) 8.0
Based on 3 answers
I give this an 8 instead of a 10 because in hindsight, while I am extremely happy with the platform and the things I've learned through my exposure to it, I also see so many areas for improvement in the outcome of my efforts. My advice to front end developers working with Hybris and/or the Java stack for the first time, is to not be intimidated by it. Question everything. Trust your intuition. Do not be afraid to refactor or completely replace something that appears integral to the platform if you see a clear benefit to doing so. It's much less far reaching than you think and the core system will not come crumbling to its knees if you make broad sweeping alterations. In fact, the energy you will expend to retool your site with a new framework will grow in tandem with the amount of time you spend hesitating, and at some point may become critical enough to force your hand while simultaneously becoming risky enough to destabilize your entire project delivery. If you don't like JQuery UI, punt it. If you don't care for the Blueprint CSS framework, burn it down. Making the strategic decision to adopt the toolset that best fits your organization from the very beginning will pay off in spades.
Erin Riggers | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

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.
Anonymous | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

SAP is a very complex and well-put-together software and there are a plethora of platforms available. SAP Commerce Cloud was chosen as the software for our organization to use because every application can be integrated across all platforms. The training is extensive but there are so many functions and customizations that can be used it was a no-brainer to make the switch.
Jamaal Dickerson | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • 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!
Jonathan Tanis | TrustRadius Reviewer

SAP Commerce Cloud (formerly SAP Hybris)

  • Our business went through 3 major initiatives to migrate our legacy platform and data to Hybris over the course of several years with multiple tech leadership and dev teams. All 3 of these initiatives failed to launch, largely due to the complexity of the platforms and massively associated tech burdon. A 4th re-platforming succeeded in launching an MVP version with support from expensive consulting firms and to the tune of millions of dollars.
  • Due to the inflexibility of the content management features, marketing teams are severely limited and have had to seek 3rd-party software to layer on top of Hybris to deliver modern customer experiences.
Anonymous | TrustRadius Reviewer

Screenshots

SAP Commerce Cloud (formerly SAP Hybris)

Pricing Details

Salesforce Service Cloud

General

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

SAP Commerce Cloud (formerly SAP Hybris)

General

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

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
7.3
SAP Commerce Cloud (formerly SAP Hybris)
8.0

Likelihood to Renew

Salesforce Service Cloud
9.6
SAP Commerce Cloud (formerly SAP Hybris)
9.3

Usability

Salesforce Service Cloud
8.4
SAP Commerce Cloud (formerly SAP Hybris)
9.0

Reliability and Availability

Salesforce Service Cloud
8.7
SAP Commerce Cloud (formerly SAP Hybris)

Performance

Salesforce Service Cloud
8.6
SAP Commerce Cloud (formerly SAP Hybris)

Support Rating

Salesforce Service Cloud
7.2
SAP Commerce Cloud (formerly SAP Hybris)
7.2

Online Training

Salesforce Service Cloud
9.0
SAP Commerce Cloud (formerly SAP Hybris)

Implementation Rating

Salesforce Service Cloud
SAP Commerce Cloud (formerly SAP Hybris)
8.0

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