Salesforce Service Cloud vs. UJET

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
UJET
Score 9.7 out of 10
N/A
UJET is presented as a cloud contact center platform for the smartphone era. By modernizing digital and in-app experiences, UJET aims to unify the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.N/A
Pricing
Salesforce Service CloudUJET
Editions & Modules
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudUJET
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Salesforce Service CloudUJET
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
77 Ratings
9% above category average
UJET
-
Ratings
Organize and prioritize service tickets9.275 Ratings00 Ratings
Expert directory8.553 Ratings00 Ratings
Subscription-based notifications8.963 Ratings00 Ratings
ITSM collaboration and documentation8.360 Ratings00 Ratings
Ticket creation and submission9.375 Ratings00 Ratings
Ticket response9.074 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
72 Ratings
11% above category average
UJET
-
Ratings
External knowledge base8.763 Ratings00 Ratings
Internal knowledge base8.970 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.8
77 Ratings
11% above category average
UJET
-
Ratings
Customer portal8.554 Ratings00 Ratings
IVR8.634 Ratings00 Ratings
Social integration8.847 Ratings00 Ratings
Email support9.276 Ratings00 Ratings
Help Desk CRM integration9.066 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Salesforce Service Cloud
-
Ratings
UJET
8.3
2 Ratings
0% above category average
Agent dashboard00 Ratings9.02 Ratings
Validate callers00 Ratings8.52 Ratings
Outbound response00 Ratings8.52 Ratings
Call forwarding00 Ratings7.01 Ratings
Click-to-call (CTC)00 Ratings8.52 Ratings
Warm transfer00 Ratings9.02 Ratings
Predictive dialing00 Ratings8.52 Ratings
Interactive voice response00 Ratings8.52 Ratings
REST APIs00 Ratings7.01 Ratings
Call scripts00 Ratings7.42 Ratings
Call tracking00 Ratings8.52 Ratings
CRM software integration00 Ratings9.02 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Salesforce Service Cloud
-
Ratings
UJET
7.9
1 Ratings
3% below category average
Inbound call routing00 Ratings7.01 Ratings
Omnichannel inbound routing00 Ratings8.01 Ratings
Recording00 Ratings9.01 Ratings
Quality management00 Ratings8.01 Ratings
Call analytics00 Ratings8.01 Ratings
Historical reporting00 Ratings8.01 Ratings
Live reporting00 Ratings8.01 Ratings
Customer surveys00 Ratings7.01 Ratings
Customer interaction analytics00 Ratings8.01 Ratings
Best Alternatives
Salesforce Service CloudUJET
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Front
Front
Score 8.9 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudUJET
Likelihood to Recommend
8.8
(83 ratings)
9.0
(2 ratings)
Likelihood to Renew
7.3
(8 ratings)
-
(0 ratings)
Usability
8.0
(12 ratings)
-
(0 ratings)
Availability
9.5
(28 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
-
(0 ratings)
In-Person Training
10.0
(1 ratings)
-
(0 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
Ease of integration
5.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudUJET
Likelihood to Recommend
Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Read full review
UJET
Great value for the money. They are always releasing new features, their support team is very responsive and they care about the customer experience. Overall I would say they are working to provide a product that is valuable, useful, and intuitive. Specifically, well-suited areas include: the IVR system, routing, and configuration Areas we have not explored include the chat service and virtual agent but they seem like worthwhile tools to explore.
Read full review
Pros
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
UJET
  • Tracking number of calls and chats everyday
  • Tracking Average handle time
  • View calls waiting in the queue
Read full review
Cons
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
Read full review
UJET
  • CRM integration customization
  • Advanced Reporting
  • SSO Integration
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
UJET
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
UJET
No answers on this topic
Reliability and Availability
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Read full review
UJET
No answers on this topic
Performance
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Read full review
UJET
No answers on this topic
Support Rating
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
UJET
No answers on this topic
In-Person Training
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Read full review
UJET
No answers on this topic
Online Training
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
Read full review
UJET
No answers on this topic
Implementation Rating
Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Read full review
UJET
No answers on this topic
Alternatives Considered
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
UJET
UJET is better when it comes to tracking AHT and the number of interactions. It also provides us with real-time CSAT
Read full review
Scalability
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
Read full review
UJET
No answers on this topic
Return on Investment
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
UJET
  • There were a few system outages, they have since implemented a business continuity plan
  • Their onboarding support was really good
  • They built out an integration to Assembled which is great for workforce management
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center