Salesforce Service Cloud vs. Verint Knowledge Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.7 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
Verint Knowledge Management
Score 9.1 out of 10
N/A
Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.N/A
Pricing
Salesforce Service CloudVerint Knowledge Management
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
KM Professional
Contact Sales
per year Per Interaction
KM Enterprise
Contact Sales
KM Enterprise
Contact Sales
per year Per Interaction
Offerings
Pricing Offerings
Salesforce Service CloudVerint Knowledge Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudVerint Knowledge Management
Top Pros
Top Cons
Features
Salesforce Service CloudVerint Knowledge Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.8
68 Ratings
12% above category average
Verint Knowledge Management
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory8.547 Ratings00 Ratings
Subscription-based notifications9.256 Ratings00 Ratings
ITSM collaboration and documentation8.452 Ratings00 Ratings
Ticket creation and submission9.266 Ratings00 Ratings
Ticket response8.865 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
9.0
64 Ratings
16% above category average
Verint Knowledge Management
-
Ratings
External knowledge base9.157 Ratings00 Ratings
Internal knowledge base9.062 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.9
68 Ratings
16% above category average
Verint Knowledge Management
-
Ratings
Customer portal8.948 Ratings00 Ratings
IVR8.531 Ratings00 Ratings
Social integration8.642 Ratings00 Ratings
Email support9.367 Ratings00 Ratings
Help Desk CRM integration9.259 Ratings00 Ratings
Best Alternatives
Salesforce Service CloudVerint Knowledge Management
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Notion
Notion
Score 8.7 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Tridion
Tridion
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.6 out of 10
Tridion
Tridion
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudVerint Knowledge Management
Likelihood to Recommend
9.0
(74 ratings)
8.4
(19 ratings)
Likelihood to Renew
9.5
(6 ratings)
8.1
(2 ratings)
Usability
8.0
(12 ratings)
9.1
(1 ratings)
Availability
9.5
(19 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
9.1
(1 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
9.1
(1 ratings)
User Testimonials
Salesforce Service CloudVerint Knowledge Management
Likelihood to Recommend
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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Verint
Verint KMS is great for organizing content by categories for different teams and by different topics. It is easy to search and the Related Content makes moving from one piece of content to the next relevant piece quite easy. On the authoring side, the ability to schedule publishing or expiration is very handy. It is also really easy to make edits and have content ready and published for readers quickly. Verint's KMS isn't well suited if your users wish to be able to organize their favourited content or if you need a wide-range of options on the authoring end of things.
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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
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Verint
  • The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
  • The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
  • Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.
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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.
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Verint
  • The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
  • Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
  • There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.
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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.
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Verint
Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention
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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.
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Verint
It's an easy common sense tool to use. Taking the guess work out of the agent's hands
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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.
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Verint
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.
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Verint
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.
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Verint
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
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Implementation Rating
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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Verint
This was the simplest integration of software I've ever experienced.
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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
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Verint
All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.
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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
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Verint
  • Content is easier to keep up to date and publish on an urgent basis.
  • Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
  • Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Verint Knowledge Management Screenshots

Screenshot of Knowledge Management Professional: Segments content and searches by when the user selects a region.Screenshot of Knowledge Management Professional: Provides quick feedback for each article.Screenshot of Knowledge Management Professional: The editor can review feedback and open the article for editing.Screenshot of Knowledge Management Professional: Decision-tree creation is a visual exercise.Screenshot of Knowledge Management Professional: The dashboard is designed to help agents navigate quickly.Screenshot of Knowledge Management Professional: Editing and previewing an article.