Salesforce Service Cloud vs. Sugar Serve

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 out of 10
N/A
Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google…
$65
per month
Sugar Serve
Score 9.0 out of 10
N/A
SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.N/A
Pricing
Salesforce Service CloudSugar Serve
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudSugar Serve
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudSugar Serve
Considered Both Products
Salesforce Service Cloud

No answer on this topic

Sugar Serve
Chose Sugar Serve
At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work …
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Salesforce Service CloudSugar Serve
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.4
57 Ratings
4% above category average
Sugar Serve
8.9
2 Ratings
10% above category average
Organize and prioritize service tickets9.255 Ratings8.52 Ratings
Expert directory8.040 Ratings9.02 Ratings
Subscription-based notifications7.747 Ratings9.52 Ratings
ITSM collaboration and documentation8.142 Ratings8.52 Ratings
Ticket creation and submission8.656 Ratings9.02 Ratings
Ticket response8.855 Ratings9.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.6
53 Ratings
8% above category average
Sugar Serve
8.8
2 Ratings
10% above category average
External knowledge base8.346 Ratings9.02 Ratings
Internal knowledge base8.951 Ratings8.52 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
57 Ratings
12% above category average
Sugar Serve
8.9
2 Ratings
12% above category average
Customer portal9.139 Ratings9.02 Ratings
IVR9.225 Ratings8.52 Ratings
Social integration7.634 Ratings9.02 Ratings
Email support9.656 Ratings9.02 Ratings
Help Desk CRM integration9.149 Ratings9.02 Ratings
Best Alternatives
Salesforce Service CloudSugar Serve
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 9.1 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudSugar Serve
Likelihood to Recommend
9.3
(62 ratings)
9.0
(2 ratings)
Likelihood to Renew
9.6
(4 ratings)
-
(0 ratings)
Usability
8.5
(11 ratings)
-
(0 ratings)
Availability
8.7
(7 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.6
(29 ratings)
-
(0 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudSugar Serve
Likelihood to Recommend
Salesforce
- Heavy volumes of tickets/ support workload - Audit trail of all dispute resolutions and customer history - Can be easily configured as per business requirements - Integration agnostic with 3rd party systems like CTI, ERP, other external systems Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions
Read full review
SugarCRM
The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.
Read full review
Pros
Salesforce
  • 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.
Read full review
SugarCRM
  • Customizable messages.
  • Mood survey.
  • Auto response.
Read full review
Cons
Salesforce
  • 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.
Read full review
SugarCRM
  • The interface that works with other systems is not ready, it lacks extensibility by default.
  • It necessitates the presence of a responsible someone with some programming skills.
  • The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.
Read full review
Likelihood to Renew
Salesforce
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.
Read full review
SugarCRM
No answers on this topic
Usability
Salesforce
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.
Read full review
SugarCRM
No answers on this topic
Reliability and Availability
Salesforce
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.
Read full review
SugarCRM
No answers on this topic
Performance
Salesforce
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.
Read full review
SugarCRM
No answers on this topic
Support Rating
Salesforce
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.
Read full review
SugarCRM
No answers on this topic
Alternatives Considered
Salesforce
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.
Read full review
SugarCRM
Its quick response, customer service, and ticketing service are the best.
Read full review
Return on Investment
Salesforce
  • 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!
Read full review
SugarCRM
  • The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
  • It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
  • It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Salesforce Service Cloud OverviewScreenshot of Salesforce Service Cloud - Customer CommunitiesScreenshot of Salesforce Service Cloud - Agent ConsoleScreenshot of Salesforce Service Cloud - Live AgentScreenshot of Salesforce Service Cloud - Wave AnalyticsScreenshot of Salesforce Service Cloud - Social Customer Support