Compare Salesforce Service Cloud Software and Guru 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (56.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Contact Us
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,224)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansGuru
Star Rating
(2,312)4.7 out of 5
Market Segments
Mid-Market (56.6% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Learn more about GuruSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in its flexibility, allowing users to build and adapt the platform to meet their specific business needs. Users appreciate the ability to store a wealth of information from various vendors, making it a versatile tool for managing customer relationships.
- Users say that Guru stands out for its ease of use and implementation, with many highlighting its simple templates and helpful AI tools. The platform's verification feature is particularly praised for maintaining accurate information, which simplifies knowledge sharing across teams.
- Reviewers mention that Salesforce Service Cloud has a user-friendly interface that requires minimal time to learn, making it accessible for new users. This ease of navigation is a significant advantage for teams looking to onboard quickly and efficiently.
- According to verified reviews, Guru effectively eliminates the "shoulder-tapping" culture by providing a single, verified source of truth. This feature is particularly beneficial for teams that need to access reliable information without interrupting colleagues, enhancing overall productivity.
- G2 reviewers highlight that while Salesforce Service Cloud has a robust set of features, some users have experienced challenges with configuration, indicating that it may require more time to tailor the platform to specific workflows compared to Guru.
- Users report that both platforms offer strong support, but Guru's quality of support is frequently noted as superior, with users appreciating the responsiveness and helpfulness of the support team, which can be crucial for teams needing quick resolutions to issues.
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
Guru
AI Source of Truth Platform
Contact Us
Guru is an enterprise AI knowledge platform paired with expert guidance to design, implement, and optimize your AI knowledge strategy.
Every deployment is tailored to your organization’s scale, knowledge complexity, and AI maturity—so your teams and AI tools get trusted, permission-aware answers from day one.
- AI Knowledge Platform
- Knowledge Quality & Automation
- Enterprise Governance & Security
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Guru
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
9.3
1,888
Ease of Use
8.4
5,383
9.3
1,910
Ease of Setup
7.9
4,139
9.3
924
Ease of Admin
8.2
1,536
9.0
476
Quality of Support
8.3
2,573
9.4
1,487
Has the product been a good partner in doing business?
8.7
1,517
9.4
429
Product Direction (% positive)
8.3
2,753
9.2
1,786
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
Not enough data
8.4
1208
|
Verified
Not enough data
8.3
1249
|
Verified
Not enough data
8.3
1161
|
Verified
Not enough data
8.1
985
Not enough data
7.9
1171
|
Verified
Not enough data
8.3
1153
|
Verified
Not enough data
8.5
1047
|
Verified
Not enough data
Generative AI
7.7
180
Not enough data
7.6
178
Not enough data
Agentic AI - Help Desk
8.3
58
Not enough data
8.4
57
Not enough data
8.2
60
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1210
|
Verified
Not enough data
8.1
852
Not enough data
8.0
810
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
555
|
Verified
Not enough data
8.3
819
|
Verified
Not enough data
8.6
694
|
Verified
Not enough data
8.3
620
|
Verified
Not enough data
8.2
1150
|
Verified
Not enough data
8.2
1167
|
Verified
Not enough data
Content Management
Not enough data
9.6
91
Not enough data
9.5
94
Not enough data
9.5
89
Content Discovery
Not enough data
9.5
94
Not enough data
9.5
91
Not enough data
9.5
89
Not enough data
9.2
86
Not enough data
9.6
86
Not enough data
9.5
86
Generative AI
Not enough data
9.4
48
Not enough data
9.4
51
Administration
8.8
229
9.3
644
8.8
228
9.2
641
8.7
225
9.2
635
Knowledge Management
8.8
220
9.7
763
8.6
212
9.3
709
8.5
210
9.2
673
Compliance
8.7
228
9.3
657
8.7
225
9.3
626
8.6
225
9.3
623
8.6
222
9.2
601
Customer Support
8.1
211
9.2
731
8.2
204
9.2
692
8.0
193
9.1
616
Data Security
8.6
217
9.2
602
8.7
218
9.3
596
9.0
219
9.4
621
9.1
219
9.2
602
Administration
8.6
210
9.2
650
8.9
211
9.3
672
8.9
215
9.5
738
Generative AI
7.5
149
9.1
460
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Knowledge Pages
Not enough data
9.0
660
Not enough data
9.1
614
Not enough data
9.1
659
Not enough data
8.9
556
Not enough data
8.9
517
Not enough data
9.1
527
Knowledge Dissemination
Not enough data
9.0
641
Not enough data
9.1
640
Not enough data
9.5
715
Not enough data
9.2
686
Not enough data
9.2
553
Not enough data
9.2
555
Not enough data
9.4
557
Not enough data
9.0
530
Not enough data
9.2
538
Agentic AI - Knowledge Base
Not enough data
8.8
79
Not enough data
9.0
80
Not enough data
9.0
81
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Compatibility
Not enough data
9.3
80
Not enough data
9.2
77
Not enough data
9.1
79
Agentic AI - Enterprise Search Software
Not enough data
8.9
31
Not enough data
9.0
29
Not enough data
9.2
30
Not enough data
9.1
28
Not enough data
9.0
29
Not enough data
9.0
28
Search Queries
Not enough data
9.3
79
Not enough data
9.4
81
Not enough data
9.3
76
Not enough data
9.4
73
Not enough data
9.2
82
AI powered search - Enterprise Search Software
Not enough data
9.0
24
Not enough data
9.0
21
Not enough data
9.3
23
Functionality
Not enough data
9.1
80
Not enough data
9.4
80
Not enough data
9.3
84
Compatibility - Enterprise Search Software
Not enough data
9.3
21
Not enough data
9.5
22
Not enough data
8.7
21
Functionality - Enterprise Search Software
Not enough data
9.2
22
Not enough data
9.5
22
Not enough data
9.5
24
Search Queries - Enterprise Search Software
Not enough data
9.5
22
Not enough data
9.0
23
Not enough data
9.3
23
Not enough data
9.8
21
Responses
Not enough data
9.2
43
Not enough data
9.2
44
Not enough data
8.9
47
Automation - AI Agents
Not enough data
8.7
39
Not enough data
8.7
44
Not enough data
8.8
44
Not enough data
9.0
45
Not enough data
9.1
43
Platform
Not enough data
9.1
44
Not enough data
9.3
45
Not enough data
9.0
46
Autonomy - AI Agents
Not enough data
9.1
44
Not enough data
9.1
42
Not enough data
9.2
46
Not enough data
9.2
44
Generative AI
Not enough data
8.9
48
Not enough data
9.0
44
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Not enough data
Communication
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Not enough data
Self-Service Platform
8.4
223
Not enough data
8.6
229
Not enough data
7.6
199
Not enough data
8.5
215
Not enough data
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Customization - AI Agent Builders
Not enough data
9.8
7
Not enough data
9.3
7
Not enough data
9.3
5
Functionality - AI Agent Builders
Not enough data
9.3
7
Not enough data
9.8
7
Not enough data
10.0
5
Not enough data
9.2
6
Data and Analytics - AI Agent Builders
Not enough data
9.2
6
Not enough data
9.8
7
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
9.7
6
Not enough data
Not enough data
Not enough data
9.7
6
Not enough data
9.3
7
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT 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
IT Ticket Management - AI IT 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
IT Support Automation - AI IT 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
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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 Guru are categorized as Contact Center Knowledge Base
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Self-Service, and Customer Service Automation
Guru is categorized as Knowledge Base, AI Agents For Business Operations, Insight Engines, Enterprise Search Software, AI Agent Builders, and AI IT 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.)
Guru
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Computer Software
14.3%
Information Technology and Services
10.8%
Consumer Services
8.9%
Internet
6.5%
Financial Services
6.2%
Other
53.3%
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
Do we have any mobile app for Guru?
3 Comments
DF
No there is not, however the Web app does scale to phonesRead more
What does Guru do?
3 Comments
LF
Guru is an all-in-one tool that brings everyone on your teams together and puts all your information in one place: right in your workflow.Read more
How did you start your "knowledge council" and what are some of the early hurdles to overcome?
2 Comments
CA
There's lots of advice on starting and engaging a knowledge council here:...Read more
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