Compare Salesforce Service Cloud and Zoho Desk
See this
side-by-side comparison of Salesforce Service Cloud vs. Zoho Desk
based on preference data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,533 reviews. By contrast, Zoho Desk rates 4.4/5 stars with 2,681 reviews. Each product's score is calculated with real-time data from verified user reviews, to help you make the best choice between these two options, and decide which one is best for your business needs.
 Salesforce Service Cloud Optimized for quick response |  Zoho Desk Optimized for quick response | |
| Star Rating | Salesforce Service Cloud | Zoho Desk |
| Market Segments | Salesforce Service Cloud Mid-Market (42.4% of reviews) | Zoho Desk Small-Business (70.6% of reviews) |
| Entry Level Price | Salesforce Service Cloud $ 25 USD Per user/month (billed annually) | Zoho Desk $0 for 3 agents |
Salesforce Service Cloud vs Zoho Desk
When assessing the two solutions, reviewers found Zoho Desk easier to use, set up, and administer. Reviewers also preferred doing business with Zoho Desk overall.
- Reviewers felt that Zoho Desk meets the needs of their business better than Salesforce Service Cloud.
- When comparing quality of ongoing product support, reviewers felt that Zoho Desk is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Zoho Desk over Salesforce Service Cloud.
Categories
Shared Categories
Salesforce Service Cloud and Zoho Desk are categorized as Social Customer Service, Customer Self-Service, Live Chat, and Help Desk
Unique Categories
Salesforce Service Cloud has no unique categories
Zoho Desk has no unique categories
Pricing
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
FREE
$0for 3 agents
STANDARD
$12/agent/month
PROFESSIONAL
$20/agent/month
ENTERPRISE
$35/agent/month
Free Trial
Ratings
Meets Requirements
Salesforce Service Cloud
Responses: 1282
Zoho Desk
Responses: 2096
Ease of Use
Salesforce Service Cloud
Responses: 1285
Zoho Desk
Responses: 2116
Ease of Setup
Salesforce Service Cloud
Responses: 538
Zoho Desk
Responses: 1764
Ease of Admin
Salesforce Service Cloud
Responses: 540
Zoho Desk
Responses: 1779
Quality of Support
Salesforce Service Cloud
Responses: 1128
Zoho Desk
Responses: 1888
Ease of Doing Business With
Salesforce Service Cloud
Responses: 528
Zoho Desk
Responses: 1605
Product Direction (% positive)
Salesforce Service Cloud
Responses: 1268
Zoho Desk
Responses: 2063
Features
Ticket and Case Management
Ticket creation user experience
Salesforce Service Cloud
Responses: 787
Verified Feature
Zoho Desk
Responses: 1344
Verified Feature
Ticket response user experience
Salesforce Service Cloud
Responses: 785
Verified Feature
Zoho Desk
Responses: 1339
Verified Feature
Workflow
Salesforce Service Cloud
Responses: 816
Verified Feature
Zoho Desk
Responses: 1209
Verified Feature
Response Automation
Salesforce Service Cloud
Responses: 750
Verified Feature
Zoho Desk
Responses: 1120
Verified Feature
SLA Management
Salesforce Service Cloud
Responses: 592
Zoho Desk
Responses: 938
Verified Feature
Attachments/Screencasts
Salesforce Service Cloud
Responses: 768
Verified Feature
Zoho Desk
Responses: 1131
Verified Feature
Ticket Collaboration
Salesforce Service Cloud
Responses: 744
Verified Feature
Zoho Desk
Responses: 1135
Verified Feature
Customer and Contacts Database
Salesforce Service Cloud
Responses: 644
Verified Feature
Zoho Desk
Responses: 726
Verified Feature
Knowledge Share
Knowledge Base
Salesforce Service Cloud
Responses: 202
Zoho Desk
Responses: 654
Searchable Articles
Salesforce Service Cloud
Responses: 195
Zoho Desk
Responses: 629
Community Forums
Salesforce Service Cloud
Responses: 171
Zoho Desk
Responses: 507
Interactive FAQs & Forums
Salesforce Service Cloud
Responses: 168
Zoho Desk
Responses: 462
Communication
Pop-up Chat
Salesforce Service Cloud
Responses: 61
Verified Feature
Zoho Desk
Responses: 359
Verified Feature
Notifications
Salesforce Service Cloud
Responses: 67
Verified Feature
Zoho Desk
Responses: 380
Verified Feature
Targeted Emails
Salesforce Service Cloud
Responses: 40
Verified Feature
Zoho Desk
Responses: 317
In-App Messaging
Salesforce Service Cloud
Responses: 54
Verified Feature
Zoho Desk
Responses: 299
Verified Feature
Co-Browsing
Salesforce Service Cloud
Responses: 8
Zoho Desk
Responses: 43
Process
Mentions
Salesforce Service Cloud
Responses: 25
Zoho Desk
Responses: 256
Tickets
Salesforce Service Cloud
Responses: 31
Zoho Desk
Responses: 351
Macros
Salesforce Service Cloud
Responses: 25
Zoho Desk
Responses: 260
Collaboration
Salesforce Service Cloud
Responses: 30
Zoho Desk
Responses: 300
Interaction
Web Portals
Salesforce Service Cloud
Responses: 184
Zoho Desk
Responses: 625
Forum to Reponse
Salesforce Service Cloud
Responses: 156
Zoho Desk
Responses: 492
Tickets and Tagging
Salesforce Service Cloud
Responses: 193
Zoho Desk
Responses: 697
Live Chat
Salesforce Service Cloud
Responses: 147
Zoho Desk
Responses: 467
Internal Use
Customization
Salesforce Service Cloud
Responses: 370
Verified Feature
Zoho Desk
Responses: 950
Verified Feature
Conversation Archiving
Salesforce Service Cloud
Responses: 58
Verified Feature
Zoho Desk
Responses: 12
Lead Development
Salesforce Service Cloud
Responses: 55
Verified Feature
Zoho Desk
Responses: 130
Knowledge Base
Salesforce Service Cloud
Responses: 65
Verified Feature
Zoho Desk
Responses: 348
Verified Feature
Team Inbox
Salesforce Service Cloud
Responses: 57
Verified Feature
Zoho Desk
Responses: 349
Verified Feature
Customer Profiles
Salesforce Service Cloud
Responses: 66
Verified Feature
Zoho Desk
Responses: 348
Verified Feature
Channels
Email
Salesforce Service Cloud
Responses: 31
Zoho Desk
Responses: 349
Social
Salesforce Service Cloud
Responses: 28
Zoho Desk
Responses: 289
Live Chat
Salesforce Service Cloud
Responses: 26
Zoho Desk
Responses: 267
Phone
Salesforce Service Cloud
Responses: 25
Zoho Desk
Responses: 234
Text
Salesforce Service Cloud
Responses: 24
Zoho Desk
Responses: 247
Insight
Surveys
Salesforce Service Cloud
Responses: 26
Zoho Desk
Responses: 263
Reporting
Salesforce Service Cloud
Responses: 30
Zoho Desk
Responses: 300
Visitor Activity
Salesforce Service Cloud
Responses: 7
Zoho Desk
Responses: 280
Help Desk
Salesforce Service Cloud
Responses: 28
Zoho Desk
Responses: 320
Communication Channels
Customer Portal
Salesforce Service Cloud
Responses: 639
Verified Feature
Zoho Desk
Responses: 1055
Verified Feature
Email to Case
Salesforce Service Cloud
Responses: 795
Verified Feature
Zoho Desk
Responses: 1209
Verified Feature
Chat/Live Support
Salesforce Service Cloud
Responses: 489
Zoho Desk
Responses: 747
Verified Feature
Social Integration
Salesforce Service Cloud
Responses: 452
Verified Feature
Zoho Desk
Responses: 621
Verified Feature
Voice
Salesforce Service Cloud
Responses: 438
Zoho Desk
Responses: 473
Verified Feature
Platform
Mobile User Support
Salesforce Service Cloud
Responses: 242
Verified Feature
Zoho Desk
Responses: 645
Verified Feature
Customization
Salesforce Service Cloud
Responses: 370
Verified Feature
Zoho Desk
Responses: 950
Verified Feature
User, Role, and Access Management
Salesforce Service Cloud
Responses: 350
Verified Feature
Zoho Desk
Responses: 975
Verified Feature
Integration
Salesforce Service Cloud
Responses: 280
Verified Feature
Zoho Desk
Responses: 565
Verified Feature
Reporting
Salesforce Service Cloud
Responses: 763
Verified Feature
Zoho Desk
Responses: 1064
Verified Feature
Dashboards
Salesforce Service Cloud
Responses: 776
Verified Feature
Zoho Desk
Responses: 1139
Verified Feature
Reviewers' Company Size
Reviewers of Salesforce Service Cloud were most often representing companies in the Mid-Market segment, while reviewers for Zoho Desk were more commonly in the Small-Business segment.
Small-Business
(50 or fewer emp.)
Salesforce Service Cloud
Zoho Desk
Mid-Market
(51-1000 emp.)
Salesforce Service Cloud
Zoho Desk
Enterprise
(> 1000 emp.)
Salesforce Service Cloud
Zoho Desk
Reviewers' Industry
Computer Software
15.8%
Information Technology and Services
13.9%
Internet
7.6%
Hospital & Health Care
3.4%
Financial Services
3.4%
Other
55.8%
Information Technology and Services
19.6%
Computer Software
10.2%
Telecommunications
3.8%
Retail
3.6%
Marketing and Advertising
3.1%
Other
59.7%
Reviews
Most Helpful Favorable Review
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...
Garret A.
User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...
Most Helpful Critical Review
Administrator 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
User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Top Alternatives
Discussions
How do I integrate my other products and systems with Service Cloud?
1 comment
G2
Salesforce provides heaps of ways to integrate your salesforce platform to external systems via the api. You can check out this salesforce service cloud faq...Read more
Salesforce Service Cloud has no more discussions with answers
Where do I find training VDO?
3 comments
AP
This might be of help too, Anoloth
https://www.zoho.com/desk/trial-room.htmlRead more
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