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Compare KANA Enterprise, Salesforce Service Cloud, and Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Customer Engagement Plan
$115
/month per user
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Dynamics 365 Plan
$210
/month per user
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Unified Operations Plan
$190
/month per user
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial Unavailable
Free Trial
Free Trial Unavailable
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
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
Customer Engagement Plan
$115/month per user
Dynamics 365 Plan
$210/month per user
Unified Operations Plan
$190/month per user
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
7.9
Ease of Use
Ease of Use
8.3
8.0
7.3
Ease of Setup
Ease of Setup
6.4
7.5
6.9
Ease of Admin
Ease of Admin
6.7
8.0
7.4
Quality of Support
Quality of Support
7.5
8.1
7.3
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
7.6
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
6.0
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
7.9
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.0
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
7.3
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.5
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
6.9
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
7.4
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
7.3
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
7.6
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
6.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
24.8%
30.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.0%
39.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.3%
29.4%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
Small-Business
30.9%
Mid-Market
39.7%
Enterprise
29.4%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.7%
Information Technology and Services
11.2%
 
Telecommunications
12.5%
Computer Software
14.2%
Computer Software
6.6%
 
Retail
12.5%
Internet
8.1%
Retail
5.0%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Financial Services
4.1%
 
Insurance
12.5%
Financial Services
3.4%
Marketing and Advertising
4.1%
 
Other
31.3%
Other
55.9%
Other
69.0%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
Information Technology and Services
11.2%
Computer Software
6.6%
Retail
5.0%
Financial Services
4.1%
Marketing and Advertising
4.1%
Other
69.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

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...

Gabriela B.
User

This tool, is like a team working at once in different departments, has artificial intelligence, accounts with the tools of office (Word, Excel, Power Point) to be part of the pros for you and your team, with which you can make month-end closing, among...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

G2 User

We have spent US$20k developing this over the past 2yrs. Subscriptions began @ £27.50 and have suddenly jumped to £42.50 per user far from our original budget though now I guess we are committed as they roped us in nicely. Also we constantly get downtime...

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

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
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
Most Helpful Favorable Review
Gabriela B.
User

This tool, is like a team working at once in different departments, has artificial intelligence, accounts with the tools of office (Word, Excel, Power Point) to be part of the pros for you and your team, with which you can make month-end closing, among...

Most Helpful Critical Review
G2 User

We have spent US$20k developing this over the past 2yrs. Subscriptions began @ £27.50 and have suddenly jumped to £42.50 per user far from our original budget though now I guess we are committed as they roped us in nicely. Also we constantly get downtime...

Screenshots

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KANA Enterprise
No screenshots provided
Salesforce Service Cloud
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)

Videos

 No videos provided

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

No videos provided
KANA Enterprise
No videos provided
Salesforce Service Cloud

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

Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
No videos provided

Downloads

 No downloads providedNo downloads provided
KANA Enterprise
No downloads provided
Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
No downloads provided
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