Compare Salesforce Service Cloud Software and Kayako 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (55.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$15/agent/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 plansKayako
Star Rating
(223)4.0 out of 5
Market Segments
Small-Business (55.6% of reviews)
Pros & Cons
Entry-Level Pricing
$15/agent/month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Kayako. Users appreciate its user-friendly interface and the flexibility to adapt the platform to meet evolving business needs, making it a strong choice for mid-market companies.
- Users say that Kayako's AI capabilities are particularly impressive, with features that help support agents respond to tickets more efficiently. Reviewers highlight how the AI provides contextual suggestions, which can be especially beneficial for handling technical inquiries, thus reducing the volume of repeat tickets.
- According to verified reviews, Salesforce Service Cloud offers a more robust support experience, with higher ratings in quality of support. Users mention that the platform's extensive resources and responsive support team make it easier to resolve issues quickly, enhancing overall productivity.
- Reviewers mention that Kayako is particularly effective for small businesses, as it addresses common support challenges like password resets and basic inquiries before they escalate to human agents. This proactive approach can save time and resources for smaller teams.
- G2 reviewers highlight that while both platforms have similar ease of use scores, Salesforce Service Cloud's comprehensive features and customization options provide a more tailored experience for users, allowing for better alignment with specific business processes.
- Users report that Kayako's pricing is more accessible for small businesses, starting at $15 per agent per month, which can be a significant advantage for companies with tighter budgets. However, they also note that the trade-off may be in the depth of features compared to Salesforce Service Cloud.
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
Kayako
Inbox
$15
/agent/month
A shared email, chat, and social inbox for small teams
- Email, chat and social
- Assignment rules
- Insights
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Kayako
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.1
202
Ease of Use
8.4
5,383
8.4
200
Ease of Setup
7.9
4,139
8.0
133
Ease of Admin
8.2
1,536
8.0
132
Quality of Support
8.3
2,573
8.0
188
Has the product been a good partner in doing business?
8.7
1,517
8.3
131
Product Direction (% positive)
8.3
2,753
7.1
199
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
8.7
155
|
Verified
8.4
1208
|
Verified
8.5
154
|
Verified
8.3
1249
|
Verified
8.1
148
|
Verified
8.3
1161
|
Verified
8.3
141
|
Verified
8.1
985
8.0
129
|
Verified
7.9
1171
|
Verified
7.6
145
|
Verified
8.3
1153
|
Verified
8.5
147
|
Verified
8.5
1047
|
Verified
7.8
56
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
8.4
131
|
Verified
8.6
1210
|
Verified
8.7
143
|
Verified
8.1
852
8.3
105
|
Verified
8.0
810
|
Verified
7.4
56
|
Verified
8.1
769
Feature Not Available
Platform
7.8
555
|
Verified
7.7
83
|
Verified
8.3
819
|
Verified
7.9
115
|
Verified
8.6
694
|
Verified
8.2
102
|
Verified
8.3
620
|
Verified
7.9
65
|
Verified
8.2
1150
|
Verified
7.4
132
|
Verified
8.2
1167
|
Verified
7.7
128
|
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
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
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
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
8.5
40
|
Verified
8.6
329
|
Verified
8.8
39
|
Verified
8.4
275
|
Verified
8.1
34
|
Verified
8.5
277
|
Verified
8.8
29
|
Verified
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
7.9
115
|
Verified
8.3
296
|
Verified
8.7
37
|
Verified
8.5
288
|
Verified
8.1
31
|
Verified
8.4
318
|
Verified
8.7
41
|
Verified
8.5
289
|
Verified
8.6
37
|
Verified
8.7
323
|
Verified
8.5
39
|
Verified
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
8.6
48
8.3
579
8.7
49
8.3
528
8.5
39
8.0
214
7.1
8
8.4
224
6.9
8
Self-Service Platform
8.4
223
6.9
8
8.6
229
7.5
8
7.6
199
8.5
8
8.5
215
7.3
8
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 Kayako are categorized as Digital Customer Service Platforms, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Kayako is categorized as Shared Inbox
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kayako
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%
Information Technology and Services
26.1%
Computer Software
14.7%
Telecommunications
6.0%
Internet
4.6%
Marketing and Advertising
4.1%
Other
44.5%
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
had any one used reporting with kayako
2 Comments
JE
Hi there! It sounds like you might be using our custom report builder, which is SQL-like. This is an advanced tools for programmers to mine out data from...Read more
What integrations does Kayako support?
2 Comments
EW
The only official integrations Kayako offer is Salesforce and Zapier integration. Kayakos API's, Endpoints and Webhooks are also great if you have the...Read more
Does Kayako offer an API?
2 Comments
EW
Yes. Kayako offers both API's, Webhooks and endpoints. Read more
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