Compare Salesforce Service Cloud Software and Help Scout 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (62.1% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$0.00 5 Users Per Month
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 plansHelp Scout
Star Rating
(424)4.4 out of 5
Market Segments
Small-Business (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Help Scout excels in ease of use, with many users praising its clean and intuitive interface. They appreciate how easy it is to navigate between different tabs and manage team communications, making it a great choice for small businesses looking for straightforward solutions.
- Users say that Salesforce Service Cloud offers robust flexibility and customization options, allowing businesses to adapt the platform to their specific needs. This adaptability is highlighted by reviewers who mention the ability to build and adjust features to meet both current and future requirements.
- Reviewers mention that Help Scout provides a personalized customer experience, with features that keep conversations organized and allow for seamless collaboration among team members. Users find it easy to track conversations across channels, which enhances their ability to respond efficiently.
- According to verified reviews, Salesforce Service Cloud shines in its market presence and comprehensive feature set, which includes advanced reporting and analytics capabilities. Users find these features extremely helpful for managing contacts and storing information from various vendors.
- G2 reviewers highlight that Help Scout's quick implementation process is a significant advantage, with many users noting that they can get started without extensive training. This is particularly beneficial for small businesses that may not have dedicated IT resources.
- Users report that while Salesforce Service Cloud has a user-friendly interface, it can be more complex to set up compared to Help Scout. Some users have expressed that the initial learning curve can be steep, which may pose challenges for teams looking for a quick start.
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
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Help Scout
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.7
321
Ease of Use
8.4
5,383
9.2
325
Ease of Setup
7.9
4,139
9.1
168
Ease of Admin
8.2
1,536
9.1
166
Quality of Support
8.3
2,573
9.0
295
Has the product been a good partner in doing business?
8.7
1,517
9.1
159
Product Direction (% positive)
8.3
2,753
8.1
309
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
9.2
176
|
Verified
8.4
1208
|
Verified
9.2
176
|
Verified
8.3
1249
|
Verified
8.6
191
|
Verified
8.3
1161
|
Verified
8.6
166
8.1
985
Feature Not Available
7.9
1171
|
Verified
8.6
177
|
Verified
8.3
1153
|
Verified
8.9
179
|
Verified
8.5
1047
|
Verified
8.2
99
Generative AI
7.7
180
5.2
7
7.6
178
6.1
6
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
Feature Not Available
8.6
1210
|
Verified
9.2
170
|
Verified
8.1
852
7.7
104
|
Verified
8.0
810
|
Verified
7.7
61
8.1
769
6.8
28
|
Verified
Platform
7.8
555
|
Verified
7.5
39
8.3
819
|
Verified
7.7
90
|
Verified
8.6
694
|
Verified
8.6
104
|
Verified
8.3
620
|
Verified
8.6
79
|
Verified
8.2
1150
|
Verified
8.1
145
|
Verified
8.2
1167
|
Verified
8.2
151
|
Verified
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
Generative AI
7.5
149
Not enough data
Channels
8.5
122
9.7
10
8.3
119
8.6
7
7.6
118
8.1
6
Design
8.4
116
7.7
8
8.0
116
8.8
7
8.3
119
8.5
11
8.4
119
9.1
11
8.5
115
9.3
10
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
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
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
8.3
57
8.7
101
8.5
31
8.1
100
8.7
33
8.2
104
8.4
36
Support Automation
8.1
102
8.4
36
8.1
100
8.8
42
8.1
101
8.4
34
8.0
98
9.0
36
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
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
9.0
29
|
Verified
8.6
329
|
Verified
8.9
31
|
Verified
8.4
275
|
Verified
Feature Not Available
8.5
277
|
Verified
8.2
22
|
Verified
7.8
160
Feature Not Available
Internal Use
8.3
819
|
Verified
7.7
90
|
Verified
8.3
296
|
Verified
8.7
29
|
Verified
8.5
288
|
Verified
7.9
18
|
Verified
8.4
318
|
Verified
9.1
34
|
Verified
8.5
289
|
Verified
9.5
32
|
Verified
8.7
323
|
Verified
8.4
30
|
Verified
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
8.7
108
8.3
579
8.3
103
8.3
528
Feature Not Available
8.0
214
8.3
26
8.4
224
8.5
29
Self-Service Platform
8.4
223
8.8
28
8.6
229
8.7
31
7.6
199
Feature Not Available
8.5
215
8.7
29
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
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Help Scout are categorized as Digital Customer Service Platforms, Conversational Support, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Complaint Management, Contact Center Knowledge Base, Social Customer Service, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Help Scout is categorized as Shared Inbox and Email Management
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Scout
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
20.9%
Information Technology and Services
10.0%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.2%
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
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
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