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Compare KANA Enterprise, Salesforce Service Cloud, and ServiceNow

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
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
ServiceNow
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
8.4
Ease of Use
Ease of Use
8.3
8.0
7.4
Ease of Setup
Ease of Setup
6.4
7.5
7.2
Ease of Admin
Ease of Admin
6.7
8.0
7.8
Quality of Support
Quality of Support
7.5
8.1
7.9
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
8.1
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
7.8
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
ServiceNow
8.4
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.0
ServiceNow
7.4
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.5
ServiceNow
7.2
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
ServiceNow
7.8
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
ServiceNow
7.9
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
ServiceNow
8.1
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8
ServiceNow
7.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
24.7%
3.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
40.9%
17.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.4%
78.8%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
40.9%
Enterprise
34.4%
ServiceNow
Small-Business
3.9%
Mid-Market
17.3%
Enterprise
78.8%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.8%
Information Technology and Services
27.6%
 
Telecommunications
12.5%
Computer Software
14.2%
Hospital & Health Care
7.5%
 
Retail
12.5%
Internet
8.1%
Higher Education
7.5%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Computer Software
6.7%
 
Insurance
12.5%
Financial Services
3.4%
Financial Services
6.1%
 
Other
31.3%
Other
55.9%
Other
44.5%
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
14.8%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
ServiceNow
Information Technology and Services
27.6%
Hospital & Health Care
7.5%
Higher Education
7.5%
Computer Software
6.7%
Financial Services
6.1%
Other
44.5%

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...

Ikram B.
Industry Analyst / Tech Writer in Financial Services

There are many things I like about ServiceNow. It has a great incident management system that ties well with problem management. ServiceNow allows us to fully customize the look and feel of it. Many of us don't even know who the manufacture of the...

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

G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Hiren D.
User in Information Technology and Services

The Search ability can be a very tedious task and most of the times a ticket gets re-routed to the default home page. This might not be a problem for some of the use cases where the search fields are more controlled. Frequently there can be a lag while...

 
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 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
G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

ServiceNow
Most Helpful Favorable Review
Ikram B.
Industry Analyst / Tech Writer in Financial Services

There are many things I like about ServiceNow. It has a great incident management system that ties well with problem management. ServiceNow allows us to fully customize the look and feel of it. Many of us don't even know who the manufacture of the...

Most Helpful Critical Review
Hiren D.
User in Information Technology and Services

The Search ability can be a very tedious task and most of the times a ticket gets re-routed to the default home page. This might not be a problem for some of the use cases where the search fields are more controlled. Frequently there can be a lag while...

Screenshots

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KANA Enterprise
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Salesforce Service Cloud

Videos

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

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KANA Enterprise
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Salesforce Service Cloud

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

ServiceNow
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Downloads

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KANA Enterprise
No downloads provided
ServiceNow
No downloads provided
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