Compare Salesforce Service Cloud vs UseResponse

See this
comparison of Salesforce Service Cloud vs. UseResponse
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,615 reviews. UseResponse rates 4.8/5 stars with 17 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial
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
UseResponse
Enterprise Package
$3000+per solution
Cloud
$15per agent, per month
Self-Hosted
$899one-time fee
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
9.1
Ease of Use
Ease of Use
8.1
9.2
Ease of Setup
Ease of Setup
7.6
9.3
Ease of Admin
Ease of Admin
8.0
9.3
Quality of Support
Quality of Support
8.1
9.8
Ease of Doing Business With
Ease of Doing Business With
8.4
9.9
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
Meets Requirements
Salesforce Service Cloud
8.5
UseResponse
9.1
Ease of Use
Salesforce Service Cloud
8.1
UseResponse
9.2
Ease of Setup
Salesforce Service Cloud
7.6
UseResponse
9.3
Ease of Admin
Salesforce Service Cloud
8.0
UseResponse
9.3
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.8
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.9
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0

Features

Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.4
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.3
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.3
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.6
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.5
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Searchable Articles
Salesforce Service Cloud
8.3
UseResponse
9.3
Community Forums
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Interactive FAQs & Forums
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Communication
Pop-up Chat
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Notifications
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Targeted Emails
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
In-App Messaging
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Process
Mentions
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Tickets
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Macros
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Collaboration
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Interaction
Web Portals
Salesforce Service Cloud
8.4
UseResponse
9.0
Forum to Reponse
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Tickets and Tagging
Salesforce Service Cloud
8.6
UseResponse
9.0
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Internal Use
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Conversation Archiving
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Lead Development
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Knowledge Base
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Team Inbox
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Customer Profiles
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Channels
Email
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Social
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Live Chat
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Phone
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Text
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Insight
Surveys
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Reporting
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Visitor Activity
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Help Desk
Salesforce Service Cloud
8.8
UseResponse
Not enough data available
Communication Channels
Customer Portal
Salesforce Service Cloud
8.3
UseResponse
9.7
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.3
Chat/Live Support
Salesforce Service Cloud
8.0
UseResponse
9.3
Social Integration
Salesforce Service Cloud
8.0
UseResponse
8.3
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Customer and Contacts Database
Salesforce Service Cloud
8.3
UseResponse
8.9
Products and Version Tracking
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Call Scripting
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Interactive Voice Response (IVR)
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Self Service/Community
Forums
Salesforce Service Cloud
8.1
UseResponse
8.5
Knowledge Base
Salesforce Service Cloud
8.2
UseResponse
9.2
Ideas/Feedback
Salesforce Service Cloud
8.1
UseResponse
8.8
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.5
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.3
Dashboards
Salesforce Service Cloud
8.1
UseResponse
8.3
Platform
Mobile User Support
Salesforce Service Cloud
7.8
UseResponse
9.4
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
8.3
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.3
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Performance & Reliability
Salesforce Service Cloud
8.2
UseResponse
8.7
Integration APIs
Salesforce Service Cloud
8.1
UseResponse
8.3

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.5%
41.2%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.3%
47.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.2%
11.8%
Salesforce Service Cloud
Small-Business
24.5%
Mid-Market
41.3%
Enterprise
34.2%
UseResponse
Small-Business
41.2%
Mid-Market
47.1%
Enterprise
11.8%

Reviewers' Industry

 
Information Technology and Services
14.2%
Information Technology and Services
23.5%
 
Computer Software
13.9%
Financial Services
11.8%
 
Internet
7.6%
Computer Software
11.8%
 
Non-Profit Organization Management
3.2%
Shipbuilding
5.9%
 
Hospital & Health Care
3.2%
Semiconductors
5.9%
 
Other
57.9%
Other
41.2%
Salesforce Service Cloud
Information Technology and Services
14.2%
Computer Software
13.9%
Internet
7.6%
Non-Profit Organization Management
3.2%
Hospital & Health Care
3.2%
Other
57.9%
UseResponse
Information Technology and Services
23.5%
Financial Services
11.8%
Computer Software
11.8%
Shipbuilding
5.9%
Semiconductors
5.9%
Other
41.2%

Reviews

Most Helpful Favorable Review
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...

Nicolas C.
Administrator in Information Technology and Services

It's easy to use, feature complete and simplefy ticket management for support department

Most Helpful Critical Review
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,...

Dmitry M.
Administrator in Information Technology and Services

Sometime it takes a long time to get features submitted to their ticket system, what is fair enough as their number of clients growing. Administration area is a bit hard to learn to start.

 
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,...

UseResponse
Most Helpful Favorable Review
Nicolas C.
Administrator in Information Technology and Services

It's easy to use, feature complete and simplefy ticket management for support department

Most Helpful Critical Review
Dmitry M.
Administrator in Information Technology and Services

Sometime it takes a long time to get features submitted to their ticket system, what is fair enough as their number of clients growing. Administration area is a bit hard to learn to start.

Screenshots

 
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Salesforce Service Cloud

Videos

 

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

No videos provided
Salesforce Service Cloud

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

UseResponse
No videos provided

Downloads

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