What users are saying about
Top Rated
317 Ratings
This review does not include a rating.
Top Rated
317 Ratings
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Score 8.3 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    7.6

    Salesforce Service Cloud

    76%

    Sugar Serve

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

    Organize and prioritize service tickets

    8.2
    82%
    55 Ratings
    N/A
    0 Ratings

    Expert directory

    7.0
    70%
    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

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Ticket response

    7.9
    79%
    55 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.0

    Salesforce Service Cloud

    70%

    Sugar Serve

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

    External knowledge base

    6.8
    68%
    46 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.2
    72%
    51 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.6

    Salesforce Service Cloud

    76%

    Sugar Serve

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

    Customer portal

    7.2
    72%
    39 Ratings
    N/A
    0 Ratings

    IVR

    7.2
    72%
    25 Ratings
    N/A
    0 Ratings

    Social integration

    7.8
    78%
    34 Ratings
    N/A
    0 Ratings

    Email support

    8.0
    80%
    56 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.0
    80%
    49 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      7.8

      Salesforce Service Cloud

      78%
      62 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Likelihood to Renew

      9.6

      Salesforce Service Cloud

      96%
      4 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Usability

      8.4

      Salesforce Service Cloud

      84%
      11 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Availability

      8.7

      Salesforce Service Cloud

      87%
      7 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Performance

      8.6

      Salesforce Service Cloud

      86%
      7 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Support Rating

      7.2

      Salesforce Service Cloud

      72%
      29 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Online Training

      9.0

      Salesforce Service Cloud

      90%
      1 Rating

      Sugar Serve

      N/A
      0 Ratings

      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

      Sugar Serve

      No answers on this topic

      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

      Sugar Serve

      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

      Sugar Serve

      No answers on this topic

      Pricing Details

      Salesforce Service Cloud

      General

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

      Starting Price

      $65 per month

      Sugar Serve

      General

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

      Starting Price

      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      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

      Sugar Serve

      No answers on this topic

      Screenshots

      Add comparison