What users are saying about
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Top Rated
286 Ratings
1 Rating

Salesforce Service Cloud

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Top Rated
286 Ratings
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Score 7.8 out of 100
1 Rating
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Score 7.3 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

Soffront CRM

This is a basic CRM tool like many of the others. I would imagine that this would be well suited for large enterprises due to its ability to double as a task manager, and smaller soloprenuer operations because it is expansive and can do so many things in one place. Overall if you are in business you should be using a CRM and this one is a good one to use.
Andrew Van Horn | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.2
Soffront CRM
Organize and prioritize service tickets
Salesforce Service Cloud
7.7
Soffront CRM
Expert directory
Salesforce Service Cloud
6.7
Soffront CRM
Subscription-based notifications
Salesforce Service Cloud
7.0
Soffront CRM
ITSM collaboration and documentation
Salesforce Service Cloud
7.0
Soffront CRM
Ticket creation and submission
Salesforce Service Cloud
7.6
Soffront CRM
Ticket response
Salesforce Service Cloud
7.4
Soffront CRM

Self Help Community

Salesforce Service Cloud
6.8
Soffront CRM
External knowledge base
Salesforce Service Cloud
6.7
Soffront CRM
Internal knowledge base
Salesforce Service Cloud
6.8
Soffront CRM

Multi-Channel Help

Salesforce Service Cloud
7.3
Soffront CRM
Customer portal
Salesforce Service Cloud
6.7
Soffront CRM
IVR
Salesforce Service Cloud
6.8
Soffront CRM
Social integration
Salesforce Service Cloud
7.7
Soffront CRM
Email support
Salesforce Service Cloud
7.5
Soffront CRM
Help Desk CRM integration
Salesforce Service Cloud
7.6
Soffront CRM

Sales Force Automation

Salesforce Service Cloud
Soffront CRM
7.7
Customer data management / contact management
Salesforce Service Cloud
Soffront CRM
8.2
Workflow management
Salesforce Service Cloud
Soffront CRM
7.3
Territory management
Salesforce Service Cloud
Soffront CRM
7.3
Channel / partner relationship management
Salesforce Service Cloud
Soffront CRM
8.2

Customer Service & Support

Salesforce Service Cloud
Soffront CRM
7.3
Case management
Salesforce Service Cloud
Soffront CRM
7.3
Help desk management
Salesforce Service Cloud
Soffront CRM
7.3

Marketing Automation

Salesforce Service Cloud
Soffront CRM
8.6
Lead management
Salesforce Service Cloud
Soffront CRM
8.2
Email marketing
Salesforce Service Cloud
Soffront CRM
9.1

CRM Project Management

Salesforce Service Cloud
Soffront CRM
7.7
Task management
Salesforce Service Cloud
Soffront CRM
8.2
Reporting
Salesforce Service Cloud
Soffront CRM
7.3

CRM Reporting & Analytics

Salesforce Service Cloud
Soffront CRM
8.2
Forecasting
Salesforce Service Cloud
Soffront CRM
7.3
Pipeline visualization
Salesforce Service Cloud
Soffront CRM
8.2
Customizable reports
Salesforce Service Cloud
Soffront CRM
9.1

Customization

Salesforce Service Cloud
Soffront CRM
9.1
Custom fields
Salesforce Service Cloud
Soffront CRM
9.1

Security

Salesforce Service Cloud
Soffront CRM
7.3
Single sign-on capability
Salesforce Service Cloud
Soffront CRM
6.4
Role-based user permissions
Salesforce Service Cloud
Soffront CRM
8.2

Social CRM

Salesforce Service Cloud
Soffront CRM
5.9
Social data
Salesforce Service Cloud
Soffront CRM
6.4
Social engagement
Salesforce Service Cloud
Soffront CRM
5.5

Platform

Salesforce Service Cloud
Soffront CRM
5.5
Mobile access
Salesforce Service Cloud
Soffront CRM
5.5

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

Soffront CRM

  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
Andrew Van Horn | 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

Soffront CRM

  • I do not like the log-in page. Whenever I go the Soffront site I get a pop-up asking me not to leave. It is a bit pushy when all I want to do is log into my account.
  • The social media integration feature they have is not particularly useful. There are other companies that do a far better job of posting to SM for me.
Andrew Van Horn | 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

Soffront 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

Soffront 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

Soffront 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

Soffront CRM

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

Soffront 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

Soffront CRM

Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
Andrew Van Horn | 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

Soffront CRM

  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Andrew Van Horn | 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

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Soffront CRM

General

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

Soffront CRM Editions & Modules

Edition
1,000 Emails$4.001
5,000 Emails$15.001
10,000 Emails$25.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
7.3
Soffront CRM
7.3

Likelihood to Renew

Salesforce Service Cloud
9.6
Soffront CRM

Usability

Salesforce Service Cloud
8.4
Soffront CRM

Reliability and Availability

Salesforce Service Cloud
8.7
Soffront CRM

Performance

Salesforce Service Cloud
8.6
Soffront CRM

Support Rating

Salesforce Service Cloud
7.2
Soffront CRM

Online Training

Salesforce Service Cloud
9.0
Soffront CRM

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