Compare Salesforce Service Cloud Software and OTRS 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
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 plansOTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSummary
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 OTRS. Users appreciate its flexibility, noting that it allows for customization to meet both current and future business needs.
- Users say that Salesforce Service Cloud offers a user-friendly interface that makes onboarding a breeze, with many highlighting that it doesn’t take long to get accustomed to the system. In contrast, while OTRS is also described as easy to use, it lacks the same level of intuitive design that some users find in Salesforce.
- Reviewers mention that Salesforce Service Cloud provides robust ticket management features, including effective collaboration tools. Users have praised its ability to store and manage contacts from various vendors, which enhances communication efficiency. OTRS, while offering a clean UI, is noted for its categorization feature, which is particularly beneficial for organizations with numerous teams.
- According to verified reviews, Salesforce Service Cloud has a strong presence in the mid-market segment, making it a popular choice for businesses looking for scalable solutions. OTRS, on the other hand, is more favored by enterprise-level users, which may limit its appeal for smaller organizations.
- Users highlight that Salesforce Service Cloud's support quality is generally rated highly, with many finding it to be a reliable partner in business. In contrast, OTRS users have expressed mixed feelings about support, indicating that it may not always meet their expectations.
- Reviewers note that while both platforms offer customization options, Salesforce Service Cloud's capabilities in this area are often seen as more comprehensive. Users appreciate the ability to adapt the platform to their specific workflows, whereas OTRS users have mentioned limitations in customization that could hinder their operational needs.
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
OTRS
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.6
2,797
9.2
33
Ease of Use
8.4
5,383
9.1
33
Ease of Setup
7.9
4,139
7.9
8
Ease of Admin
8.2
1,536
6.9
7
Quality of Support
8.3
2,573
9.0
28
Has the product been a good partner in doing business?
8.7
1,517
6.7
6
Product Direction (% positive)
8.3
2,753
7.1
32
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
9.1
27
|
Verified
8.4
1208
|
Verified
8.8
27
|
Verified
8.3
1249
|
Verified
8.9
25
|
Verified
8.3
1161
|
Verified
Feature Not Available
8.1
985
8.8
23
|
Verified
7.9
1171
|
Verified
8.7
25
8.3
1153
|
Verified
8.8
27
|
Verified
8.5
1047
|
Verified
8.5
18
|
Verified
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
19
|
Verified
8.6
1210
|
Verified
8.4
22
|
Verified
8.1
852
7.5
16
|
Verified
8.0
810
|
Verified
Feature Not Available
8.1
769
7.8
15
|
Verified
Platform
7.8
555
|
Verified
Feature Not Available
8.3
819
|
Verified
6.7
8
|
Verified
8.6
694
|
Verified
7.5
8
|
Verified
8.3
620
|
Verified
8.7
5
|
Verified
8.2
1150
|
Verified
8.3
21
|
Verified
8.2
1167
|
Verified
8.6
23
|
Verified
Administration
Not enough data
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Service Desk
Not enough data
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Management
Not enough data
8.5
13
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
8.8
12
|
Verified
Not enough data
9.3
10
Functionality
Not enough data
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
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
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
6.7
8
|
Verified
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
593
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Not enough data
Self-Service Platform
8.4
223
Not enough data
8.6
229
Not enough data
7.6
199
Not enough data
8.5
215
Not enough data
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 OTRS are categorized as Help Desk
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Self-Service, and Customer Service Automation
OTRS is categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OTRS
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%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Computer Software
5.4%
Other
40.5%
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
OTRS has no discussions with answers
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