Compare Salesforce Service Cloud Software and SAP Service Cloud 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (39.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,227)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 plansSAP Service Cloud
Star Rating
(262)4.4 out of 5
Market Segments
Mid-Market (39.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to SAP Service Cloud. Users appreciate its powerful AI capabilities and real-time context, which help agents resolve issues more efficiently.
- Users say that the implementation process for Agentforce Service is notably smooth, with many highlighting the intuitive onboarding wizard that simplifies setup. In contrast, while SAP Service Cloud also offers a straightforward setup, some users find it less seamless than Agentforce Service.
- Reviewers mention that Agentforce Service is highly configurable, making it easier for businesses to tailor the platform to their specific needs. This flexibility is often contrasted with SAP Service Cloud, where users have noted some challenges in matching the software to their unique workflows.
- According to verified reviews, both products receive similar star ratings, but Agentforce Service stands out with a much larger volume of reviews, indicating a broader user base and more consistent feedback. This extensive user engagement suggests a more reliable performance in real-world applications.
- Users appreciate the advanced analytics features of SAP Service Cloud, particularly for service analysis and reporting. However, many feel that Agentforce Service's integration with Salesforce data provides a more comprehensive view of customer interactions, enhancing overall service delivery.
- G2 reviewers highlight that while both platforms offer strong support features, Agentforce Service's ability to automate routine tasks and provide contextual insights gives it an edge in day-to-day usability, allowing teams to focus on more complex customer issues.
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
SAP Service Cloud
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
SAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
2,800
8.8
220
Ease of Use
8.4
5,387
8.6
229
Ease of Setup
7.9
4,143
8.1
146
Ease of Admin
8.2
1,536
8.3
70
Quality of Support
8.3
2,576
8.8
216
Has the product been a good partner in doing business?
8.7
1,517
8.8
68
Product Direction (% positive)
8.3
2,754
9.4
222
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
8.9
98
8.4
1208
|
Verified
8.8
99
8.3
1250
|
Verified
8.7
104
8.3
1162
|
Verified
8.5
94
8.1
985
8.6
91
7.9
1171
|
Verified
8.6
89
8.3
1153
|
Verified
8.8
91
8.5
1047
|
Verified
8.8
98
Generative AI
7.7
180
8.3
34
7.6
178
8.5
34
Agentic AI - Help Desk
8.3
59
8.8
22
8.4
58
8.7
22
8.2
60
8.9
22
Communication Channels
8.4
1024
|
Verified
9.0
90
8.6
1211
|
Verified
8.7
93
8.1
854
8.7
93
8.0
810
|
Verified
8.5
85
8.1
769
8.3
88
Platform
7.8
555
|
Verified
8.3
91
8.3
819
|
Verified
8.2
96
8.6
694
|
Verified
8.9
90
8.3
620
|
Verified
8.6
94
8.2
1150
|
Verified
8.7
91
8.2
1167
|
Verified
8.9
91
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
8.5
66
8.7
101
8.8
60
8.1
100
8.7
60
8.2
104
8.6
62
Support Automation
8.1
102
8.5
62
8.1
100
8.9
60
8.1
101
8.8
60
8.0
98
8.7
64
Generative AI
7.4
96
8.5
17
7.5
95
8.7
17
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
8.2
96
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
8.6
26
Self-Service Experience
8.6
593
8.7
98
8.3
579
8.6
95
8.3
528
8.5
95
8.0
214
8.3
93
8.4
224
8.4
101
Self-Service Platform
8.4
223
8.6
98
8.6
229
8.7
101
7.6
199
8.4
97
8.5
215
8.4
98
Agentic AI - Customer Self-Service
8.6
7
8.3
10
8.6
7
9.0
10
8.6
7
8.8
10
8.8
7
9.2
10
8.6
7
9.2
10
9.0
7
8.5
10
8.8
7
8.8
10
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
9.3
16
7.9
81
9.3
17
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 SAP Service Cloud are categorized as Digital Customer Service Platforms, Conversational Support, 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, Social Customer Service, Live Chat, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
SAP Service Cloud has no unique categories
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP Service Cloud
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
22.9%
Computer Software
9.7%
Accounting
4.7%
Telecommunications
4.2%
Computer & Network Security
3.4%
Other
55.1%
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
SAP Service Cloud has no discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
