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At a Glance
Market Segments
Mid-Market (51.8% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Certinia PS Cloud
Star Rating
(703)4.3 out of 5
Market Segments
Mid-Market (51.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Certinia PS CloudSalesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Certinia PS Cloud excels in Customer Health Scores with a rating of 8.9, while Salesforce Service Cloud trails slightly at 8.0. Reviewers mention that this feature allows for better tracking of customer satisfaction and engagement.
- Reviewers mention that Certinia PS Cloud's Ticket Creation User Experience is rated at 8.5, providing a more intuitive interface compared to Salesforce Service Cloud's rating of 8.4. Users say this makes it easier for teams to manage incoming requests efficiently.
- G2 users highlight that Certinia PS Cloud offers superior Workflow Capability with a score of 9.3, which allows for more complex automation compared to Salesforce Service Cloud's 8.5. Reviewers say this feature significantly enhances productivity by streamlining processes.
- Users on G2 report that Salesforce Service Cloud shines in Multi-Channel Coverage, scoring 8.4, while Certinia PS Cloud's rating is lower. Reviewers mention that this feature enables better customer interaction across various platforms, enhancing overall service delivery.
- Reviewers mention that Certinia PS Cloud's Customer Profiles feature is rated at 9.4, significantly higher than Salesforce Service Cloud's 8.3. Users say this allows for a more comprehensive view of customer interactions, leading to improved service personalization.
- Users report that Salesforce Service Cloud has a more robust Knowledge Base feature, scoring 8.0 compared to Certinia PS Cloud's 8.6. Reviewers mention that this helps in providing quick answers to customer queries, enhancing the support experience.
Pricing
Entry-Level Pricing
Certinia PS Cloud
No pricing availableSalesforce 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
Free Trial
Certinia PS Cloud
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.3
572
8.6
2,757
Ease of Use
7.9
573
8.4
5,332
Ease of Setup
6.9
366
7.9
4,091
Ease of Admin
7.3
377
8.2
1,524
Quality of Support
8.1
527
8.3
2,538
Has the product been a good partner in doing business?
8.4
374
8.7
1,505
Product Direction (% positive)
8.7
557
8.2
2,717
Features by Category
Ticket and Case Management
Not enough data
8.5
1202
|
Verified
Not enough data
8.4
1199
|
Verified
Not enough data
8.3
1229
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.1
977
Not enough data
7.9
1166
|
Verified
Not enough data
8.3
1147
|
Verified
Not enough data
8.5
1025
|
Verified
Generative AI
Not enough data
7.6
176
Not enough data
7.6
175
Agentic AI - Help Desk
Not enough data
8.1
51
Not enough data
8.2
53
Not enough data
8.1
54
Communication Channels
Not enough data
8.4
1019
|
Verified
Not enough data
8.6
1202
|
Verified
Not enough data
8.1
844
Not enough data
8.0
803
|
Verified
Not enough data
8.1
763
Platform
Not enough data
7.8
551
|
Verified
Not enough data
8.3
815
|
Verified
Not enough data
8.6
690
|
Verified
Not enough data
8.3
608
|
Verified
Not enough data
8.2
1142
|
Verified
Not enough data
8.2
1161
|
Verified
Tasks
8.5
8
Not enough data
8.5
8
Not enough data
9.7
6
Not enough data
8.3
7
Not enough data
8.3
7
Not enough data
8.1
7
Not enough data
9.3
7
Not enough data
8.9
6
Not enough data
Projects
9.5
7
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.9
6
Not enough data
9.4
6
Not enough data
9.7
6
Not enough data
Resource Management
9.4
6
Not enough data
8.8
7
Not enough data
9.2
6
Not enough data
Project Monitoring
8.3
6
Not enough data
8.8
7
Not enough data
8.6
6
Not enough data
Generative AI
8.6
6
Not enough data
8.3
6
Not enough data
Agentic AI - Project Management
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
Customer Information
9.1
11
8.1
206
9.0
12
8.3
205
9.4
13
8.4
203
8.9
11
7.7
201
9.0
10
7.9
204
9.1
11
8.1
200
9.1
11
7.8
204
Predictions
8.2
11
7.3
197
8.8
12
7.7
198
9.0
12
8.2
196
8.0
11
7.4
194
Platform
8.8
17
8.5
204
8.1
15
8.3
203
9.1
15
8.4
200
9.3
14
8.5
200
9.0
16
8.2
201
8.9
17
8.7
197
8.7
15
8.8
201
9.3
15
9.0
198
8.4
15
8.8
196
8.6
17
8.9
197
Generative AI
9.0
8
7.3
169
9.3
7
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Planning
8.4
44
Not enough data
7.9
47
Not enough data
8.2
49
Not enough data
Optimization
8.1
39
Not enough data
7.9
44
Not enough data
7.8
26
Not enough data
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Accounting
8.6
19
Not enough data
8.2
19
Not enough data
8.7
19
Not enough data
7.9
20
Not enough data
8.8
18
Not enough data
8.2
21
Not enough data
8.1
21
Not enough data
8.3
22
Not enough data
8.6
17
Not enough data
7.9
16
Not enough data
8.3
15
Not enough data
8.2
14
Not enough data
8.3
17
Not enough data
7.9
18
Not enough data
8.4
15
Not enough data
8.1
15
Not enough data
8.3
17
Not enough data
8.7
15
Not enough data
Back Office
8.3
16
Not enough data
8.3
15
Not enough data
8.2
12
Not enough data
8.6
15
Not enough data
8.5
18
Not enough data
8.3
13
Not enough data
8.4
15
Not enough data
8.5
17
Not enough data
8.2
15
Not enough data
8.5
17
Not enough data
8.2
15
Not enough data
8.3
14
Not enough data
8.8
20
Not enough data
8.3
11
Not enough data
Front Office
8.5
11
Not enough data
8.0
11
Not enough data
8.3
15
Not enough data
9.1
19
Not enough data
8.1
14
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.5
12
Not enough data
8.2
10
Not enough data
8.8
13
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.5
10
Not enough data
8.2
12
Not enough data
Integration
8.2
12
Not enough data
8.6
17
Not enough data
8.8
15
Not enough data
Logistics
8.9
9
Not enough data
8.5
9
Not enough data
8.8
10
Not enough data
8.7
10
Not enough data
9.3
10
Not enough data
9.2
10
Not enough data
8.1
9
Not enough data
8.7
9
Not enough data
9.0
10
Not enough data
9.1
9
Not enough data
Platform
8.7
18
Not enough data
8.3
14
Not enough data
8.3
15
Not enough data
8.7
17
Not enough data
9.0
19
Not enough data
8.9
19
Not enough data
Production
8.8
8
Not enough data
7.8
9
Not enough data
8.5
10
Not enough data
8.5
8
Not enough data
9.3
14
Not enough data
8.5
9
Not enough data
8.5
10
Not enough data
8.5
10
Not enough data
8.7
9
Not enough data
8.6
7
Not enough data
8.1
7
Not enough data
8.5
8
Not enough data
Reporting & Analytics
9.2
22
Not enough data
9.2
22
Not enough data
8.8
21
Not enough data
Generative AI
7.7
5
Not enough data
8.0
5
Not enough data
Agentic AI - ERP Systems
Not enough data
Not enough data
Customer Management
8.5
95
|
Verified
Not enough data
8.2
98
|
Verified
Not enough data
7.5
74
|
Verified
Not enough data
8.1
76
|
Verified
Not enough data
Project Management
8.7
143
|
Verified
Not enough data
8.9
150
|
Verified
Not enough data
8.7
145
|
Verified
Not enough data
8.6
154
|
Verified
Not enough data
Accounting
8.1
108
|
Verified
Not enough data
8.3
85
|
Verified
Not enough data
8.3
72
Not enough data
8.6
105
|
Verified
Not enough data
8.5
121
|
Verified
Not enough data
Portfolio Management
8.3
75
Not enough data
8.2
74
|
Verified
Not enough data
8.1
91
Not enough data
8.2
67
|
Verified
Not enough data
Analytics
8.2
119
|
Verified
Not enough data
8.5
148
|
Verified
Not enough data
8.3
113
|
Verified
Not enough data
Administration
8.2
110
|
Verified
Not enough data
8.4
131
|
Verified
Not enough data
8.2
122
|
Verified
Not enough data
Platform
8.3
107
|
Verified
Not enough data
8.3
85
|
Verified
Not enough data
8.6
136
|
Verified
Not enough data
7.7
85
|
Verified
Not enough data
7.4
63
|
Verified
Not enough data
Generative AI
7.7
21
Not enough data
7.6
21
Not enough data
Artificial Intelligence - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
Not enough data
8.3
815
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
Certinia PS Cloud and Salesforce Service Cloud are categorized as Customer Success
Unique Categories
Certinia PS Cloud is categorized as Resource Management, ERP Systems, Professional Services Automation, and Project Management
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Self-Service
Reviews
Reviewers' Company Size
Certinia PS Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
31.7%
Computer Software
27.1%
Management Consulting
6.3%
Financial Services
3.5%
Hospital & Health Care
3.2%
Other
28.1%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
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