What users are saying about
Top Rated
262 Ratings
48 Ratings
Top Rated
262 Ratings
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Score 7.8 out of 100
48 Ratings
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Score 5.8 out of 100

Likelihood to Recommend

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

Social Studio

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
Jeremy Cowles | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
6.6
Social Studio
Organize and prioritize service tickets
Salesforce Service Cloud
6.8
Social Studio
Expert directory
Salesforce Service Cloud
5.8
Social Studio
Subscription-based notifications
Salesforce Service Cloud
6.5
Social Studio
ITSM collaboration and documentation
Salesforce Service Cloud
6.9
Social Studio
Ticket creation and submission
Salesforce Service Cloud
7.4
Social Studio
Ticket response
Salesforce Service Cloud
6.5
Social Studio

Self Help Community

Salesforce Service Cloud
6.9
Social Studio
External knowledge base
Salesforce Service Cloud
7.0
Social Studio
Internal knowledge base
Salesforce Service Cloud
6.8
Social Studio

Multi-Channel Help

Salesforce Service Cloud
7.5
Social Studio
Customer portal
Salesforce Service Cloud
5.9
Social Studio
IVR
Salesforce Service Cloud
8.5
Social Studio
Social integration
Salesforce Service Cloud
8.5
Social Studio
Email support
Salesforce Service Cloud
7.1
Social Studio
Help Desk CRM integration
Salesforce Service Cloud
7.5
Social Studio

Listening/monitoring

Salesforce Service Cloud
Social Studio
8.5
Boolean keyword searches
Salesforce Service Cloud
Social Studio
7.0
Filtering out noise/spam
Salesforce Service Cloud
Social Studio
7.0
Sentiment analysis
Salesforce Service Cloud
Social Studio
9.9
Broad channel coverage
Salesforce Service Cloud
Social Studio
9.9

Publishing

Salesforce Service Cloud
Social Studio
8.5
Content planning and scheduling
Salesforce Service Cloud
Social Studio
10.0
Audience targeting
Salesforce Service Cloud
Social Studio
8.0
Content optimization
Salesforce Service Cloud
Social Studio
8.0
Workflow management
Salesforce Service Cloud
Social Studio
8.0

Engagement

Salesforce Service Cloud
Social Studio
7.6
Automated routing and prioritization
Salesforce Service Cloud
Social Studio
9.9
Customer interaction histories
Salesforce Service Cloud
Social Studio
9.9
Bulk actions
Salesforce Service Cloud
Social Studio
3.1

Marketing

Salesforce Service Cloud
Social Studio
5.5
Lead generation
Salesforce Service Cloud
Social Studio
5.0
Content marketing
Salesforce Service Cloud
Social Studio
5.0
Paid media management
Salesforce Service Cloud
Social Studio
6.0
Campaigns and promotions
Salesforce Service Cloud
Social Studio
6.0

Channel coverage/integration

Salesforce Service Cloud
Social Studio
8.1
Twitter
Salesforce Service Cloud
Social Studio
9.0
Facebook
Salesforce Service Cloud
Social Studio
9.9
LinkedIn
Salesforce Service Cloud
Social Studio
10.0
Google+
Salesforce Service Cloud
Social Studio
6.8
Instagram
Salesforce Service Cloud
Social Studio
7.9
Pinterest
Salesforce Service Cloud
Social Studio
6.5
YouTube
Salesforce Service Cloud
Social Studio
6.7

Reporting/analytics

Salesforce Service Cloud
Social Studio
8.6
Campaign success analytics
Salesforce Service Cloud
Social Studio
8.9
Real-time tracking
Salesforce Service Cloud
Social Studio
7.0
Competitor analysis
Salesforce Service Cloud
Social Studio
9.9

Account management

Salesforce Service Cloud
Social Studio
9.5
Role-based user permissions & privileges
Salesforce Service Cloud
Social Studio
9.0
Mobile access
Salesforce Service Cloud
Social Studio
9.9

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

Social Studio

  • Social Listening - boolean search queries that can be narrowed down by source and language, as well as location, to ensure it's relevant to the brand.
  • Owned Channel Monitoring - pulling owned content/comments into streams for moderation, engagement and review.
  • Publishing - scheduling, drafting, tracking brand owned social posts.
Anonymous | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

Social Studio

  • Some channels not supported yet (Instagram for example) and content from Facebook events is not captured
  • Customisable, and exportable reports still not available in the analyze component of Social Studio - some reporting still needs to be done in Radian6
  • Can't tag people in responses, or tag people/pages in posts for Facebook yet (this means we still schedule some content direct to FB if this is needed)
Nicole Swanson | 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

Social Studio

Social Studio 8.5
Based on 3 answers
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.
Nicole Swanson | TrustRadius Reviewer

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

Social Studio

Social Studio 9.0
Based on 1 answer
It looks good, is easy to use and totally customisable to individual users. It does everything I need in one place. I spend many hours of everyday in this platform and I still like it!
Nicole Swanson | TrustRadius Reviewer

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.6
Based on 25 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

Social Studio

Social Studio 9.0
Based on 1 answer
I am able to contact support directly via email rather than through an account manager. I get a support auto response immediately with a case number. I usually get an initial response from a support person via email within a 24 hour period and then if it's not resolved quickly I get further phone of email support until the matter resolved. I always get an email asking if I am happy with the resolution before the case is closed
Nicole Swanson | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Anonymous | TrustRadius Reviewer

Social Studio

We chose to use Social Studio when it was still called Radian6, before the acquisition by Salesforce. The product was really realiable and full of features that, at that time, were suitable for our purposes. At the time there were practically no competitors for size and functionality.
Andrea Casano | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

Social Studio

  • We were able to benchmark high-level metrics (i.e. Share of Voice) against our competitors YoY.
  • While it was difficult and time-consuming, I was able to create reports using the data pulled in from Social Studio.
  • There were other tools for comparable prices that had more advanced analytics that would have saved time/money had we been using them (Crimson Hexagon).
Jimmy Mack | TrustRadius Reviewer

Screenshots

Pricing Details

Salesforce Service Cloud

General

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

Social Studio

General

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

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
6.6
Social Studio
8.9

Likelihood to Renew

Salesforce Service Cloud
9.6
Social Studio
8.5

Usability

Salesforce Service Cloud
9.0
Social Studio
9.0

Support Rating

Salesforce Service Cloud
7.6
Social Studio
9.0

Online Training

Salesforce Service Cloud
9.0
Social Studio

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