Compare Salesforce Service Cloud Software and Kustomer 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (66.0% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $89.00 1 User 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 plansKustomer
Star Rating
(512)4.5 out of 5
Market Segments
Mid-Market (66.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 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 Kustomer. Users appreciate its flexibility, noting that it allows for easy adaptation to meet various business needs, which is crucial for companies looking to customize their customer service processes.
- Users say that Kustomer shines in providing a unified view of customer interactions across multiple channels. This feature helps agents reduce manual work through automation, making it easier to manage customer relationships effectively. Reviewers highlight its user-friendly format for harnessing gathered information, which enhances operational efficiency.
- According to verified reviews, Salesforce Service Cloud is praised for its intuitive interface, which users find easy to navigate. This user-friendliness is a significant advantage during the onboarding process, as new users can quickly acclimate without extensive training.
- Reviewers mention that Kustomer's strong reporting capabilities are a standout feature, allowing businesses to track performance metrics effectively. Users appreciate the ability to edit custom fields and prioritize tasks, which contributes to a more organized workflow and better customer service outcomes.
- G2 reviewers highlight that while Salesforce Service Cloud has a robust feature set, some users experience challenges with configuration to match specific workflows. This can lead to a steeper learning curve for teams that require tailored solutions.
- Users report that Kustomer's ease of implementation is a significant plus, with many finding it straightforward to set up and integrate with existing systems. This ease of use is complemented by its ability to maintain daily records, which helps teams work more efficiently and stay organized.
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
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.6
2,797
8.9
387
Ease of Use
8.4
5,383
8.8
402
Ease of Setup
7.9
4,139
8.6
212
Ease of Admin
8.2
1,536
8.1
152
Quality of Support
8.3
2,573
9.0
369
Has the product been a good partner in doing business?
8.7
1,517
8.8
148
Product Direction (% positive)
8.3
2,753
8.8
377
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
9.2
184
|
Verified
8.4
1208
|
Verified
9.1
188
|
Verified
8.3
1249
|
Verified
8.9
192
|
Verified
8.3
1161
|
Verified
8.9
184
|
Verified
8.1
985
8.9
163
|
Verified
7.9
1171
|
Verified
8.9
182
|
Verified
8.3
1153
|
Verified
9.2
182
|
Verified
8.5
1047
|
Verified
9.1
183
|
Verified
Generative AI
7.7
180
7.9
49
7.6
178
8.4
49
Agentic AI - Help Desk
8.3
58
7.8
43
8.4
57
7.9
43
8.2
60
8.1
43
Communication Channels
8.4
1024
|
Verified
8.9
165
|
Verified
8.6
1210
|
Verified
9.3
190
|
Verified
8.1
852
9.1
165
|
Verified
8.0
810
|
Verified
8.5
163
|
Verified
8.1
769
8.7
152
Platform
7.8
555
|
Verified
8.0
82
8.3
819
|
Verified
8.7
169
|
Verified
8.6
694
|
Verified
9.2
124
|
Verified
8.3
620
|
Verified
8.9
120
|
Verified
8.2
1150
|
Verified
8.4
157
|
Verified
8.2
1167
|
Verified
8.5
156
|
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
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
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
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
9.0
185
8.7
101
9.1
180
8.1
100
9.1
166
8.2
104
8.9
86
Support Automation
8.1
102
9.0
162
8.1
100
9.0
177
8.1
101
9.3
156
8.0
98
8.6
89
Generative AI
7.4
96
8.3
54
7.5
95
8.4
54
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
7.3
43
7.7
107
7.5
43
7.7
108
6.9
42
Communication
8.5
310
|
Verified
8.9
156
|
Verified
8.6
329
|
Verified
8.9
174
|
Verified
8.4
275
|
Verified
9.0
144
|
Verified
8.5
277
|
Verified
8.8
134
|
Verified
7.8
160
8.1
84
Internal Use
8.3
819
|
Verified
8.7
169
|
Verified
8.3
296
|
Verified
9.1
153
|
Verified
8.5
288
|
Verified
8.2
90
8.4
318
|
Verified
8.8
152
|
Verified
8.5
289
|
Verified
9.0
157
|
Verified
8.7
323
|
Verified
9.0
174
|
Verified
Generative AI
7.3
127
8.3
33
Self-Service Experience
8.6
593
8.9
89
8.3
579
8.7
86
8.3
528
8.6
67
8.0
214
8.3
50
8.4
224
8.6
54
Self-Service Platform
8.4
223
9.0
58
8.6
229
8.9
58
7.6
199
8.5
52
8.5
215
9.0
56
Agentic AI - Customer Self-Service
8.6
7
7.8
20
8.6
7
8.3
20
8.6
7
8.4
20
8.8
7
8.3
20
8.6
7
8.3
20
9.0
7
8.4
20
8.8
7
8.3
19
Generative AI
7.9
54
8.2(won by 0.3)
23
8.0
54
8.3(won by 0.3)
23
Process
8.6
244
8.8(won by 0.2)
40
8.6
264
9.2(won by 0.6)
44
8.3
225
9.4(won by 1.1)
45
Channels
8.8
273
9.6(won by 0.8)
45
8.4
248
9.0(won by 0.6)
42
8.5
231
9.2(won by 0.7)
42
8.6
232
9.1(won by 0.5)
41
8.6
214
9.3(won by 0.7)
41
Insight
8.6
230
9.1(won by 0.5)
42
8.8(won by 0.1)
265
8.7
45
8.5(won by 0.1)
204
8.4
40
8.7(tied score)
252
8.7(tied score)
43
Generative AI
8.0
80
8.0
35
7.9
81
8.3
35
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
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.9
7
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
8.1
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
7
Automation
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
8.8
7
Autonomy
Not enough data
8.8
7
Not enough data
9.0
7
Not enough data
8.6
7
Not enough data
8.1
7
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Kustomer are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, 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, Customer Communications Management, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Kustomer is categorized as AI Customer Support Agents, AI Agent Builders, and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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%
Consumer Services
13.2%
Retail
11.6%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.0%
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
How can we get a ticket ID ?
1 Comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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