What users are saying about
Top Rated
329 Ratings
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Top Rated
120 Ratings
Top Rated
329 Ratings
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Score 8.5 out of 100

SAP Commerce Cloud

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Top Rated
120 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Feature Set Ratings

    Incident and problem management

    7.6

    Salesforce Service Cloud

    76%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.4
    84%
    55 Ratings
    N/A
    0 Ratings

    Expert directory

    7.1
    71%
    40 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.1
    71%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    42 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.0
    80%
    56 Ratings
    N/A
    0 Ratings

    Ticket response

    8.0
    80%
    55 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.1

    Salesforce Service Cloud

    71%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    6.9
    69%
    46 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.3
    73%
    51 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.8

    Salesforce Service Cloud

    78%

    SAP Commerce Cloud

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    IVR

    7.4
    74%
    25 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    34 Ratings
    N/A
    0 Ratings

    Email support

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.1
    81%
    49 Ratings
    N/A
    0 Ratings

    Online Storefront

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    8.0

    SAP Commerce Cloud

    80%
    SAP Commerce Cloud ranks higher in 9/9 features

    Product catalog & listings

    N/A
    0 Ratings
    8.4
    84%
    40 Ratings

    Product management

    N/A
    0 Ratings
    8.4
    84%
    41 Ratings

    Bulk product upload

    N/A
    0 Ratings
    8.1
    81%
    41 Ratings

    Branding

    N/A
    0 Ratings
    7.5
    75%
    40 Ratings

    Mobile storefront

    N/A
    0 Ratings
    6.7
    67%
    39 Ratings

    Product variations

    N/A
    0 Ratings
    8.9
    89%
    40 Ratings

    Website integration

    N/A
    0 Ratings
    8.9
    89%
    41 Ratings

    Visual customization

    N/A
    0 Ratings
    7.6
    76%
    39 Ratings

    CMS

    N/A
    0 Ratings
    7.1
    71%
    38 Ratings

    Online Shopping Cart

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    9.0

    SAP Commerce Cloud

    90%
    SAP Commerce Cloud ranks higher in 2/2 features

    Abandoned cart recovery

    N/A
    0 Ratings
    9.5
    95%
    15 Ratings

    Checkout user experience

    N/A
    0 Ratings
    8.5
    85%
    39 Ratings

    Online Payment System

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    9.1

    SAP Commerce Cloud

    91%
    SAP Commerce Cloud ranks higher in 1/1 features

    eCommerce security

    N/A
    0 Ratings
    9.1
    91%
    34 Ratings

    eCommerce Marketing

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    7.5

    SAP Commerce Cloud

    75%
    SAP Commerce Cloud ranks higher in 3/3 features

    Promotions & discounts

    N/A
    0 Ratings
    8.9
    89%
    39 Ratings

    Personalized recommendations

    N/A
    0 Ratings
    6.5
    65%
    37 Ratings

    SEO

    N/A
    0 Ratings
    7.0
    70%
    34 Ratings

    eCommerce Business Management

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    8.3

    SAP Commerce Cloud

    83%
    SAP Commerce Cloud ranks higher in 5/5 features

    Multi-site management

    N/A
    0 Ratings
    9.4
    94%
    39 Ratings

    Order processing

    N/A
    0 Ratings
    9.1
    91%
    39 Ratings

    Inventory management

    N/A
    0 Ratings
    7.9
    79%
    35 Ratings

    Shipping

    N/A
    0 Ratings
    7.6
    76%
    37 Ratings

    Custom functionality

    N/A
    0 Ratings
    7.4
    74%
    40 Ratings

    Attribute Ratings

    • SAP Commerce Cloud is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.1

    Salesforce Service Cloud

    81%
    62 Ratings
    8.4

    SAP Commerce Cloud

    84%
    46 Ratings

    Likelihood to Renew

    9.6

    Salesforce Service Cloud

    96%
    4 Ratings
    10.0

    SAP Commerce Cloud

    100%
    1 Rating

    Usability

    8.4

    Salesforce Service Cloud

    84%
    11 Ratings
    9.0

    SAP Commerce Cloud

    90%
    2 Ratings

    Availability

    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Performance

    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    SAP Commerce Cloud

    N/A
    0 Ratings

    Support Rating

    7.4

    Salesforce Service Cloud

    74%
    29 Ratings
    9.9

    SAP Commerce Cloud

    99%
    6 Ratings

    Online Training

    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    SAP Commerce Cloud

    N/A
    0 Ratings

    Implementation Rating

    Salesforce Service Cloud

    N/A
    0 Ratings
    8.0

    SAP Commerce Cloud

    80%
    2 Ratings

    Ease of integration

    Salesforce Service Cloud

    N/A
    0 Ratings
    7.1

    SAP Commerce Cloud

    71%
    24 Ratings

    Product Scalability

    Salesforce Service Cloud

    N/A
    0 Ratings
    7.6

    SAP Commerce Cloud

    76%
    24 Ratings

    Likelihood to Recommend

    Salesforce

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    Read full review

    SAP

    As part of the SAP ecosystem, this application layer allows for many different use cases from B2B and DTC. Utilizing a centralized master data approach has been key and has significantly reduced the maintenance cost and frustration with accuracy and integrity. The ASM module was another key feature to allow ordering on behalf of partners. We quickly added new features to allow for multiple ship-to addresses at the order line item level.
    Read full review

    Pros

    Salesforce

    • 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.
    Read full review

    SAP

    • Business-friendly UI as well as configuration by which Business can customize search experience for specific page-level along with customization of specific value.
    • Flexibility over integrations, at the same time, can provide API as well can be consumers. Also, have OOTB integrations using SCPI which really helps in onboarding Catalogs details to SAP Commerce Cloud.
    • SAP Commerce Cloud Integration with context-driven services to achieve customer behavior as well as apply segmentation and product recommendations, is very easy and it is out of the box with the minimum effort it is working perfectly.
    • SAP Commerce Cloud on CCV2 makes life easier as there is no need of having big experience in the dev-ops side as build and deployment pipelines are already available. Also, there is zero downtime which is saving business as the site is always available.
    Read full review

    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.
    Read full review

    SAP

    • After the acquisition by SAP, It's becoming more challenging to get personalized support.
    • While the market has been getting better, it's still difficult to find qualified resources.
    • Dropping of support for Endeca and replacement with support for Solr hurt search features.
    Read full review

    Pricing Details

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service Cloud editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      SAP Commerce Cloud

      Starting Price

      Editions & Modules

      SAP Commerce Cloud editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        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

        SAP

        I truly enjoy leading Hybris development projects and participating in new feature development for the platform. I see huge potential for growth and hope to be instrumental in bringing Hybris to the bleeding edge of presentation layer technology.
        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

        SAP

        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.
        Read full review

        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.
        Read full review

        SAP

        No answers on this topic

        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.
        Read full review

        SAP

        No answers on this topic

        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.
        Read full review

        SAP

        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.
        Read full review

        Implementation Rating

        Salesforce

        No answers on this topic

        SAP

        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.
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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.
        Read full review

        SAP

        This is more customizable than its competitors and is much more customizable and possesses greater flexibility as well as a multi-channel environment for flexibility in its delivery. It comes with Out of The Box setup for B2B, B2C, Telecom, Utility, Marketplace, and Chinese-based accelerators that quickly enable us to have a fully grown eCommerce system at our disposal.
        Read full review

        Scalability

        Salesforce

        No answers on this topic

        SAP

        Generally, I've been very happy with SAP Commerce Cloud. I feel like it's a good solution for enterprise-level companies that do a significant volume of e-commerce. I do wish that the CMS was easier to use and that it was easier to integrate with CRM systems.
        Read full review

        Return on Investment

        Salesforce

        • 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
        Read full review

        SAP

        • Customer service management was actually a strong force in the platform. There was out of the box functionality to manage customer's orders as a customer service representative and it was easily customizable to add shipment tracking information updating.
        • Product management was an easy task for business owners, being able to manage and view details for a multitude of product variations was a strong point of hybris in my opinion.
        • Shopping cart functionality was easy to customize to business owners needs, customizations put in place to save a user's payment data and shipping preference allowed for faster lead conversions.
        Read full review

        Screenshots

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