What users are saying about
Top Rated
317 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 317 reviews and ratings
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
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
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
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.
Head of ICT Solutions
Arvato UKOutsourcing/Offshoring, 1001-5000 employees
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.
Director of Product Development
BeyondPay, Inc.Computer Software, 11-50 employees
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.

Verified User
Technician in Customer Service
Hospital & Health Care Company, 11-50 employeesSugar 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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employeesSugar 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.

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employeesSugar 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.

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employeesSugar 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.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
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.

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employeesSugar 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.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesSugar 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

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employeesSugar Serve
No answers on this topic