Compare Salesforce Service Cloud Software and Pylon
Featured Products
At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Small-Business (77.8% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$59.00 1 Seats Per Month
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,320)4.4 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plans
Pylon
Star Rating
(109)4.7 out of 5
Market Segments
Small-Business (77.8% of reviews)
Pros & Cons
Entry-Level Pricing
$59.00 1 Seats Per Month
Free Trial is available
Browse all 3 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Pylon. Users appreciate its flexibility, noting that it allows for easy adaptation to various business needs, which is crucial for companies looking to scale.
- Users say that Pylon stands out for its user-friendly interface, making it easy to navigate without extensive training. Reviewers highlight its clean design and customization options, which help streamline communication and keep all customer requests centralized, enhancing team collaboration.
- According to verified reviews, Salesforce Service Cloud is praised for its robust implementation process, with many users finding the onboarding experience intuitive and quick. This is particularly beneficial for organizations that need to get up and running without delays.
- Reviewers mention that while Pylon offers a highly customizable experience, it may not have the same depth of features as Salesforce Service Cloud. Users appreciate Pylon's ability to manage customer conversations effectively, but some feel it lacks the comprehensive tools available in Salesforce for larger teams.
- G2 reviewers highlight the superior support quality of Pylon, with many users noting that they receive prompt assistance and find the support team very responsive. This is a significant advantage for small businesses that may require more hands-on help as they navigate their customer service needs.
- Users report that Salesforce Service Cloud provides a more extensive range of features, particularly in areas like multi-channel coverage and SLA management. Reviewers have noted that these capabilities are essential for larger organizations that need to manage complex customer interactions across various platforms.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Pylon
Starter
$59.00
1 Seats Per Month
Get started with the basic features, but grow as fast as others.
- Support Inbox - Track and organize customer issues
- Traditional Sources - Email, Chat Widget, Forms
- Knowledge Base - Host a Help Center or Internal KB
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Pylon
Free Trial is available
Ratings
Meets Requirements
8.6
2,841
9.3
58
Ease of Use
8.4
5,452
9.2
79
Ease of Setup
7.9
4,206
8.8
47
Ease of Admin
8.2
1,558
9.4
16
Quality of Support
8.3
2,617
9.5
57
Has the product been a good partner in doing business?
8.7
1,539
9.5
17
Product Direction (% positive)
8.3
2,790
9.6
57
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
9.4
30
8.4
1224
|
Verified
9.8
28
8.4
1272
|
Verified
9.7
30
8.3
1181
|
Verified
9.4
22
8.1
983
9.8
24
7.9
1169
|
Verified
9.6
20
8.3
1154
|
Verified
9.6
23
8.5
1066
|
Verified
9.1
23
Generative AI
7.7
182
9.1
16
7.7
180
8.8
15
Agentic AI - Help Desk
8.6
75
Not enough data
8.5
68
Not enough data
8.5
69
Not enough data
Communication Channels
8.4
1026
|
Verified
9.5
22
8.6
1215
|
Verified
9.3
23
8.2
862
9.8
20
8.0
810
|
Verified
9.1
15
8.1
770
Feature Not Available
Platform
7.8
557
|
Verified
6.9
26
8.3
822
|
Verified
8.0
29
8.6
699
|
Verified
8.7
26
8.3
639
|
Verified
9.1
33
8.2
1160
|
Verified
8.8
30
8.2
1177
|
Verified
9.1
27
Administration
8.8
232
Not enough data
8.8
231
Not enough data
8.7
229
Not enough data
Knowledge Management
8.8
225
Not enough data
8.6
215
Not enough data
8.5
214
Not enough data
Compliance
8.7
231
Not enough data
8.7
229
Not enough data
8.6
229
Not enough data
8.6
226
Not enough data
Customer Support
8.2
214
Not enough data
8.2
208
Not enough data
8.0
197
Not enough data
Data Security
8.6
220
Not enough data
8.7
222
Not enough data
9.0
222
Not enough data
9.1
223
Not enough data
Administration
8.6
215
Not enough data
8.9
216
Not enough data
8.9
219
Not enough data
Generative AI
7.6
152
Not enough data
Channels
8.6
128
9.2
18
8.4
120
8.2
15
7.6
119
Feature Not Available
Design
8.4
118
8.6
14
8.0
119
7.3
13
8.3
121
8.6
14
8.4
121
8.2
14
8.5
116
8.8
13
Generative AI
7.5
113
6.4
12
7.6
112
6.5
12
Usability
8.6
205
Not enough data
8.6
208
Not enough data
8.7
206
Not enough data
Reporting
8.7
206
Not enough data
8.3
199
Not enough data
8.6
203
Not enough data
Generative AI
7.6
180
Not enough data
7.6
181
Not enough data
Quality Assurance
8.8
72
Not enough data
8.7
69
Not enough data
8.7
72
Not enough data
Engagement
8.8
70
Not enough data
8.9
70
Not enough data
8.7
70
Not enough data
Performance
8.7
71
Not enough data
8.8
71
Not enough data
Generative AI
7.8
61
Not enough data
8.0
62
Not enough data
Channels
7.5
277
Not enough data
7.4
270
Not enough data
7.9
276
Not enough data
7.4
267
Not enough data
8.8
283
Not enough data
Generative AI
7.0
218
Not enough data
Functions
7.9
271
Not enough data
8.0
269
Not enough data
7.6
259
Not enough data
7.2
256
Not enough data
7.2
257
Not enough data
7.2
261
Not enough data
7.7
260
Not enough data
8.0
261
Not enough data
Agentic AI - Contact Center
9.3
7
Not enough data
9.5
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
Administrative
7.9
257
Not enough data
8.5
261
Not enough data
8.5
260
Not enough data
7.7
250
Not enough data
7.7
255
Not enough data
Workforce Management
7.9
59
Not enough data
7.9
58
Not enough data
7.5
58
Not enough data
7.8
57
Not enough data
7.6
57
Not enough data
Administration
8.3
60
Not enough data
8.3
58
Not enough data
8.4
58
Not enough data
7.7
56
Not enough data
7.7
56
Not enough data
Conversational Platform
8.6
105
8.5
12
8.7
104
8.6
18
8.1
101
8.7
14
8.3
107
8.2
12
Support Automation
8.2
103
8.5
13
8.2
101
8.5
12
8.1
103
8.6
13
8.0
101
7.1
11
Generative AI
7.4
97
6.9
12
7.4
96
6.5
10
Customer Support
8.3
147
Not enough data
8.0
144
Not enough data
8.2
145
Not enough data
Automation
8.3
153
Not enough data
8.2
148
Not enough data
8.1
148
Not enough data
Artificial Intelligence
7.6
143
Not enough data
7.7
140
Not enough data
7.5
140
Not enough data
Generative AI
7.8
110
8.6
14
7.8
111
8.6
11
7.8
110
7.9
11
Communication
8.5
313
|
Verified
8.9
19
8.6
332
|
Verified
9.4
18
8.4
279
|
Verified
8.9
16
8.5
281
|
Verified
9.8
19
7.8
162
9.0
15
Internal Use
8.3
822
|
Verified
8.0
29
8.3
298
|
Verified
9.9
16
8.5
290
|
Verified
8.3
14
8.4
322
|
Verified
9.6
17
8.5
292
|
Verified
9.7
18
8.7
326
|
Verified
9.6
15
Generative AI
7.3
128
Not enough data
Self-Service Experience
8.6
597
Not enough data
8.3
580
Not enough data
8.3
529
Not enough data
8.0
216
Not enough data
8.4
227
Not enough data
Self-Service Platform
8.4
225
Not enough data
8.6
234
Not enough data
7.7
204
Not enough data
8.5
217
Not enough data
Agentic AI - Customer Self-Service
8.5
8
Not enough data
8.5
8
Not enough data
8.9
9
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
Generative AI
7.9(won by default)
56
Not enough data
8.1(won by default)
56
Not enough data
Process
8.6(won by default)
246
Not enough data
8.6(won by default)
266
Not enough data
8.3(won by default)
227
Not enough data
Channels
8.8(won by default)
275
Not enough data
8.4(won by default)
250
Not enough data
8.5(won by default)
233
Not enough data
8.6(won by default)
234
Not enough data
8.6(won by default)
216
Not enough data
Insight
8.6(won by default)
232
Not enough data
8.8(won by default)
267
Not enough data
8.5(won by default)
206
Not enough data
8.7(won by default)
254
Not enough data
Generative AI
8.0
81
Not enough data
8.0
82
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
31
Not enough data
8.3
31
Not enough data
8.6
31
Not enough data
8.7
31
Not enough data
Process Management
8.3
31
Not enough data
8.4
30
Not enough data
8.7
31
Not enough data
8.6
30
Not enough data
System Management
9.0
31
Not enough data
8.7
30
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Pylon are categorized as Conversational Support, Customer Communications Management, Live Chat, and Help Desk
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Complaint Management, Contact Center Knowledge Base, Social Customer Service, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Self-Service, and Customer Service Automation
Pylon is categorized as AI Customer Support Agents
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Pylon
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.4%
Computer Software
9.2%
Financial Services
7.6%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.6%
Computer Software
51.1%
Information Technology and Services
25.6%
Financial Services
10.0%
Computer & Network Security
4.4%
Logistics and Supply Chain
3.3%
Other
5.6%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
Pylon has no discussions with answers
