Compare KANA Enterprise vs Salesforce Service Cloud

See this
comparison of KANA Enterprise vs. Salesforce Service Cloud
based on data from user reviews. KANA Enterprise rates 3.8/5 stars with 11 reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,614 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial Unavailable
Free Trial
KANA Enterprise
Free Trial Unavailable
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
Ease of Use
Ease of Use
8.3
8.1
Ease of Setup
Ease of Setup
6.4
7.6
Ease of Admin
Ease of Admin
6.7
8.0
Quality of Support
Quality of Support
7.5
8.1
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.1
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.6
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Ticket creation user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Ticket response user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Workflow
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Response Automation
KANA Enterprise
7.7
Salesforce Service Cloud
8.1
SLA Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Attachments/Screencasts
KANA Enterprise
8.0
Salesforce Service Cloud
7.7
Ticket Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Searchable Articles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Community Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Notifications
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Targeted Emails
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
In-App Messaging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Process
Mentions
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Tickets
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Macros
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Interaction
Web Portals
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Forum to Reponse
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Tickets and Tagging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Internal Use
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Conversation Archiving
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Lead Development
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Team Inbox
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Customer Profiles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Channels
Email
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Social
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Phone
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Text
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Insight
Surveys
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Reporting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Visitor Activity
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Help Desk
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Email to Case
KANA Enterprise
8.3
Salesforce Service Cloud
8.5
Chat/Live Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Social Integration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Customer and Contacts Database
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Products and Version Tracking
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Call Scripting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Ideas/Feedback
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Q&A
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Reporting
KANA Enterprise
5.7
Salesforce Service Cloud
8.0
Dashboards
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Platform
Mobile User Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.8
ITIL Compliance
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
User, Role, and Access Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Internationalization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Performance & Reliability
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Integration APIs
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
24.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.2%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.5%
Mid-Market
41.3%
Enterprise
34.2%

Reviewers' Industry

 
Retail
18.2%
Information Technology and Services
14.1%
 
Outsourcing/Offshoring
18.2%
Computer Software
13.9%
 
Information Technology and Services
18.2%
Internet
7.6%
 
Telecommunications
9.1%
Non-Profit Organization Management
3.2%
 
Insurance
9.1%
Hospital & Health Care
3.2%
 
Other
27.3%
Other
57.9%
KANA Enterprise
Retail
18.2%
Outsourcing/Offshoring
18.2%
Information Technology and Services
18.2%
Telecommunications
9.1%
Insurance
9.1%
Other
27.3%
Salesforce Service Cloud
Information Technology and Services
14.1%
Computer Software
13.9%
Internet
7.6%
Non-Profit Organization Management
3.2%
Hospital & Health Care
3.2%
Other
57.9%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

 
KANA Enterprise
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Screenshots

 No screenshots provided
1 of 4
2 of 4
3 of 4
4 of 4
KANA Enterprise
No screenshots provided
Salesforce Service Cloud

Videos

 No videos provided

Happy customers. Let’s make them happier with Service Cloud.

KANA Enterprise
No videos provided
Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

Downloads

KANA Enterprise
No downloads provided
Request More InformationRequest More InformationAsk SF Service Cloud a QuestionContact SF Service Cloud
Add Product
KANA Enterprise
KANA Enterprise
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response