What users are saying about
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Top Rated
303 Ratings

Salesforce Service Cloud

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Top Rated
303 Ratings
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Score 8 out of 100
7 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Salesforce Service Cloud

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.
Gordon Dalgleish | TrustRadius Reviewer

SAP Digital CRM

No answers on this topic

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.3
SAP Digital CRM
Organize and prioritize service tickets
Salesforce Service Cloud
7.8
SAP Digital CRM
Expert directory
Salesforce Service Cloud
6.8
SAP Digital CRM
Subscription-based notifications
Salesforce Service Cloud
7.1
SAP Digital CRM
ITSM collaboration and documentation
Salesforce Service Cloud
6.9
SAP Digital CRM
Ticket creation and submission
Salesforce Service Cloud
7.6
SAP Digital CRM
Ticket response
Salesforce Service Cloud
7.5
SAP Digital CRM

Self Help Community

Salesforce Service Cloud
6.7
SAP Digital CRM
External knowledge base
Salesforce Service Cloud
6.6
SAP Digital CRM
Internal knowledge base
Salesforce Service Cloud
6.9
SAP Digital CRM

Multi-Channel Help

Salesforce Service Cloud
7.2
SAP Digital CRM
Customer portal
Salesforce Service Cloud
6.7
SAP Digital CRM
IVR
Salesforce Service Cloud
6.7
SAP Digital CRM
Social integration
Salesforce Service Cloud
7.4
SAP Digital CRM
Email support
Salesforce Service Cloud
7.6
SAP Digital CRM
Help Desk CRM integration
Salesforce Service Cloud
7.7
SAP Digital CRM

Pros

Salesforce Service Cloud

  • 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.
Jonathan Tanis | TrustRadius Reviewer

SAP Digital CRM

No answers on this topic

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 Digital CRM

No answers on this topic

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 Digital CRM

No score
No answers yet
No answers on this topic

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 Digital CRM

No score
No answers yet
No answers on this topic

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 Digital CRM

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 Digital CRM

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.1
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 Digital CRM

No score
No answers yet
No answers on this topic

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 Digital CRM

No answers on this topic

Return on Investment

Salesforce Service Cloud

  • 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
Anonymous | TrustRadius Reviewer

SAP Digital CRM

No answers on this topic

Screenshots

Pricing Details

Salesforce Service Cloud

General

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

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

SAP Digital CRM

General

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

SAP Digital CRM Editions & Modules

Edition
SAP Digital for Customer Engagement$231
  1. per user/month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
7.4
SAP Digital CRM

Likelihood to Renew

Salesforce Service Cloud
9.6
SAP Digital CRM

Usability

Salesforce Service Cloud
8.4
SAP Digital CRM

Reliability and Availability

Salesforce Service Cloud
8.7
SAP Digital CRM

Performance

Salesforce Service Cloud
8.6
SAP Digital CRM

Support Rating

Salesforce Service Cloud
7.1
SAP Digital CRM

Online Training

Salesforce Service Cloud
9.0
SAP Digital CRM

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