Salesforce Service Cloud vs. SAP Commerce Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 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
SAP Commerce Cloud
Score 8.3 out of 10
N/A
SAP Commerce Cloud (formerly Hybris) is designed to help businesses sell more goods, services, and digital content through every touchpoint, channel, and device through their multichannel ecommerce and order management solution, available as a SaaS or on-premise.N/A
Pricing
Salesforce Service CloudSAP Commerce Cloud
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
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudSAP Commerce Cloud
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 CloudSAP Commerce Cloud
Top Pros
Top Cons
Features
Salesforce Service CloudSAP Commerce Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
SAP Commerce Cloud
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory8.547 Ratings00 Ratings
Subscription-based notifications9.256 Ratings00 Ratings
ITSM collaboration and documentation8.452 Ratings00 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
SAP Commerce Cloud
-
Ratings
External knowledge base9.157 Ratings00 Ratings
Internal knowledge base9.062 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
SAP Commerce Cloud
-
Ratings
Customer portal8.948 Ratings00 Ratings
IVR8.531 Ratings00 Ratings
Social integration8.642 Ratings00 Ratings
Email support9.367 Ratings00 Ratings
Help Desk CRM integration9.259 Ratings00 Ratings
Online Storefront
Comparison of Online Storefront features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SAP Commerce Cloud
8.2
68 Ratings
7% above category average
Product catalog & listings00 Ratings8.464 Ratings
Product management00 Ratings8.965 Ratings
Bulk product upload00 Ratings8.663 Ratings
Branding00 Ratings8.163 Ratings
Mobile storefront00 Ratings8.161 Ratings
Product variations00 Ratings8.360 Ratings
Website integration00 Ratings8.364 Ratings
Visual customization00 Ratings7.761 Ratings
CMS00 Ratings7.461 Ratings
Online Shopping Cart
Comparison of Online Shopping Cart features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SAP Commerce Cloud
8.1
62 Ratings
7% above category average
Abandoned cart recovery00 Ratings8.015 Ratings
Checkout user experience00 Ratings8.261 Ratings
Online Payment System
Comparison of Online Payment System features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SAP Commerce Cloud
8.2
54 Ratings
1% below category average
eCommerce security00 Ratings8.254 Ratings
eCommerce Marketing
Comparison of eCommerce Marketing features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SAP Commerce Cloud
7.8
61 Ratings
4% above category average
Promotions & discounts00 Ratings7.760 Ratings
Personalized recommendations00 Ratings8.255 Ratings
SEO00 Ratings7.452 Ratings
eCommerce Business Management
Comparison of eCommerce Business Management features of Product A and Product B
Salesforce Service Cloud
-
Ratings
SAP Commerce Cloud
8.9
62 Ratings
13% above category average
Multi-site management00 Ratings8.658 Ratings
Order processing00 Ratings9.260 Ratings
Inventory management00 Ratings9.255 Ratings
Shipping00 Ratings8.956 Ratings
Custom functionality00 Ratings8.859 Ratings
Best Alternatives
Salesforce Service CloudSAP Commerce Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Shopify Plus
Shopify Plus
Score 8.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSAP Commerce Cloud
Likelihood to Recommend
9.0
(74 ratings)
8.6
(70 ratings)
Likelihood to Renew
9.5
(6 ratings)
10.0
(2 ratings)
Usability
8.0
(12 ratings)
9.0
(2 ratings)
Availability
9.5
(19 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
10.0
(3 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
9.1
(2 ratings)
Ease of integration
-
(0 ratings)
9.0
(48 ratings)
Product Scalability
-
(0 ratings)
9.2
(48 ratings)
User Testimonials
Salesforce Service CloudSAP Commerce Cloud
Likelihood to Recommend
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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SAP
SAP commerce cloud helps greatly with inventory tracking. It also helps cut down on code issues when special codes are added to the site. The ease of inventory and reorder is a time saver. Month end is easier than it was before using the platform. It is suitable for b2b applications.
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
SAP
  • Centralized Data Management: SAP Commerce Cloud excels in centralizing data from various operational sectors, which is pivotal in the chemicals industry. This feature allows for better oversight and management of complex supply chains, regulatory compliance, and customer interactions. Having a single source of truth for crucial business data minimizes discrepancies and promotes informed decision-making.
  • Real-Time Data Processing: The real-time data processing capability of SAP Commerce Cloud is invaluable. It aids in timely adherence to regulatory changes and helps in meeting customer demands promptly. In a sector where regulations and market conditions are ever-evolving, real-time data processing is fundamental for maintaining compliance and ensuring customer satisfaction.
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
  • It's a little pricey; further cost reductions will expand product selection; also, trained operators are required.
  • HAC occasionally functions extremely slowly and does not provide any problem messages; it simply gets stuck. Logging into the Backoffice for testing purposes causes a lot of trouble; it does not enable us to log in in one attempt, and the page refreshes every time we enter in the credentials.
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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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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.
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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.
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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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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.
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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.
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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.
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Implementation Rating
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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SAP
Scalability of the product was good Seamless integrations were helped in reducing the implementation for the development team to integrate with the SAP ERP Product framework helped customer to customize and adapt the new features which were developed basis business processes and ease of customer experience. Deployment and creation of the build becomes very easy with the CCv2 setup.
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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
SAP
SAP Commerce Cloud stands out due to its robust customization options, scalability, and omnichannel capabilities, allowing us to tailor experiences across various touchpoints seamlessly. We selected it because of its proven track record in handling complex e-commerce needs, aligning perfectly with our goal to provide a highly personalized and scalable online shopping experience.
Read full review
Scalability
Salesforce
No answers on this topic
SAP
The business users/admins were able to quickly segment products by brand, allowing for unique branding and header-less page design. As new products are added to the SAP backend, all characteristics and pricing automatically migrate to Commerce Cloud. We also segment our user sign-on (domains) by brand and allow targeting displays.
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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
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SAP
  • It has a positive impact on my client's business and ROI is higher than expected. As orders count is increasing due to smooth and better experience.
  • My current client's customers have given very positive experience about new website built on SAP Commerce Cloud.
  • Due to SAP Commerce Cloud website rollout is very easy and due to it, my current client has introduced around 25 websites. As SAP Commerce Cloud logic needs to develop once and can be reused for multiple websites easily with minimal effort.
  • Branding is also very easy as promotions, events can be implemented on the website easily and with minimum time.
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

SAP Commerce Cloud Screenshots

Screenshot of Product Cockpit for managing catalogs, categories and product contentScreenshot of Order Management Capabilities including sourcing and allocation rulesScreenshot of Commerce sites on two different mobile devicesScreenshot of Landing page from an e-commerce siteScreenshot of Web page with product categories and search results from an e-commerce siteScreenshot of Screenshot displaying headless commerce storefronts