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Compare Salesforce Service Cloud Software and Zendesk for Customer Service 
Featured Products
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$19.00 1 user per month billed annually
Salesforce Service Cloud
Star Rating
(7,191)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 plansZendesk for Customer Service
Star Rating
(6,693)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a user-friendly experience, with many users highlighting its "fast, easy interactions" and the clarity of communication during escalations. This ease of use is a significant advantage for teams looking for a straightforward support solution.
- Users say Salesforce Service Cloud stands out for its powerful and scalable features, particularly in managing complex customer support scenarios. One user noted its effectiveness in tracking various fleet-related issues, showcasing its ability to consolidate multiple functions into a single platform, which enhances organizational efficiency.
- Reviewers mention that Zendesk's implementation process is notably quick and intuitive, making it easier for teams to get up and running. This is particularly beneficial for businesses that need to deploy a support system rapidly without extensive training.
- According to verified reviews, Salesforce Service Cloud offers a comprehensive view of customer interactions through its Lightning Console, which minimizes context-switching. This feature is praised for enabling faster and more empathetic support, a crucial factor for teams handling high volumes of customer inquiries.
- G2 reviewers highlight that while both platforms have strong support capabilities, Zendesk's ticketing system is particularly well-received, with users appreciating its efficiency in ticket creation and response. This focus on ticket management can lead to improved resolution times for customer issues.
- Users report that Salesforce Service Cloud's integration capabilities are robust, allowing for seamless connections with other tools and systems. This flexibility is essential for organizations that rely on multiple software solutions to manage their customer support processes effectively.
Pricing
Entry-Level Pricing
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
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Salesforce Service Cloud
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
2,781
8.6
5,147
Ease of Use
8.4
5,361
8.6
5,191
Ease of Setup
7.9
4,116
8.0
3,212
Ease of Admin
8.2
1,534
8.2
3,086
Quality of Support
8.3
2,560
8.4
4,825
Has the product been a good partner in doing business?
8.7
1,515
8.4
3,011
Product Direction (% positive)
8.3
2,741
8.0
4,800
Features by Category
Ticket and Case Management
8.5
1208
|
Verified
8.8
2562
|
Verified
8.4
1204
|
Verified
8.7
2580
|
Verified
8.3
1242
|
Verified
8.5
2505
|
Verified
8.3
1158
|
Verified
8.4
2347
|
Verified
8.1
984
8.2
1923
|
Verified
7.9
1169
|
Verified
8.4
2403
|
Verified
8.3
1152
|
Verified
8.6
2395
|
Verified
8.5
1039
|
Verified
8.3
1861
|
Verified
Generative AI
7.6
179
7.6
385
7.6
177
7.6
385
Agentic AI - Help Desk
8.2
55
7.8
247
8.3
55
7.9
245
8.2
57
7.9
246
Communication Channels
8.4
1023
|
Verified
8.5
2062
|
Verified
8.6
1209
|
Verified
8.8
2314
|
Verified
8.1
851
8.4
1733
|
Verified
8.0
809
|
Verified
8.0
1432
|
Verified
8.1
768
8.0
1316
|
Verified
Platform
7.8
555
|
Verified
7.8
1389
|
Verified
8.3
818
|
Verified
8.0
1777
|
Verified
8.6
693
|
Verified
8.3
1949
|
Verified
8.3
612
|
Verified
8.2
1741
|
Verified
8.2
1147
|
Verified
7.9
2343
|
Verified
8.2
1165
|
Verified
8.0
2407
|
Verified
Administration
8.8
228
Not enough data
8.8
227
Not enough data
8.6
224
Not enough data
Knowledge Management
8.7
219
Not enough data
8.5
211
Not enough data
8.4
209
Not enough data
Compliance
8.7
227
Not enough data
8.7
224
Not enough data
8.6
224
Not enough data
8.6
221
Not enough data
Customer Support
8.1
210
Not enough data
8.2
203
Not enough data
8.0
192
Not enough data
Data Security
8.6
216
Not enough data
8.7
217
Not enough data
9.0
218
Not enough data
9.1
218
Not enough data
Administration
8.6
209
Not enough data
8.8
210
Not enough data
8.9
214
Not enough data
Generative AI
7.5
148
Not enough data
Channels
8.5
121
Not enough data
8.3
118
Not enough data
7.5
117
Not enough data
Design
8.4
114
Not enough data
8.0
115
Not enough data
8.2
117
Not enough data
8.4
117
Not enough data
8.5
114
Not enough data
Generative AI
7.4
111
Not enough data
7.5
110
Not enough data
Usability
8.6
204
8.3
667
8.6
207
8.3
664
8.7
205
8.4
635
Reporting
8.7
204
8.3
590
8.3
198
7.9
564
8.6
201
8.2
645
Generative AI
7.6
179
7.3
179
7.6
180
7.2
178
Quality Assurance
8.7
69
Not enough data
8.7
66
Not enough data
8.7
68
Not enough data
Engagement
8.8
67
Not enough data
8.8
67
Not enough data
8.8
67
Not enough data
Performance
8.7
67
Not enough data
8.8
67
Not enough data
Generative AI
7.7
58
Not enough data
7.9
59
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
8.3
63
Not enough data
8.6
69
Not enough data
8.2
69
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.6
27
Not enough data
7.7
27
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
472
Not enough data
8.3
469
Not enough data
8.3
464
Not enough data
8.2
466
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
455
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
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
8.1
860
8.7
101
8.3
717
8.1
100
8.2
684
8.2
103
8.2
749
Support Automation
8.2
101
8.2
714
8.1
100
8.3
757
8.1
101
8.4
711
8.0
98
8.1
788
Generative AI
7.4
96
7.8
204
7.5
95
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
8.3
143
8.1
83
7.9
138
7.6
77
8.2
138
8.1
85
Automation
8.2
141
8.1
86
8.2
142
8.2
84
8.1
142
8.1
84
Artificial Intelligence
7.6
136
7.8
83
7.6
136
7.7
82
7.3
133
7.7
85
Generative AI
7.8
108
Feature Not Available
7.7
107
7.9
206
7.7
108
Feature Not Available
Communication
8.5
310
|
Verified
8.6
950
|
Verified
8.6
329
|
Verified
8.5
964
|
Verified
8.4
275
|
Verified
8.1
720
8.5
277
|
Verified
8.5
737
|
Verified
7.8
160
8.0
520
Internal Use
8.3
818
|
Verified
8.0
1777
|
Verified
8.3
296
|
Verified
8.5
848
|
Verified
8.5
288
|
Verified
8.1
650
8.4
318
|
Verified
8.5
897
8.5
289
|
Verified
8.6
823
|
Verified
8.7
322
|
Verified
8.3
847
|
Verified
Generative AI
7.3
127
Feature Not Available
Self-Service Experience
8.6
593
8.5
1499
8.3
579
8.5
1436
8.3
528
8.0
1023
8.0
214
7.7
647
8.4
224
8.0
779
Self-Service Platform
8.4
223
8.2
827
8.6
228
8.2
841
7.6
199
7.7
658
8.5
215
8.2
805
Agentic AI - Customer Self-Service
8.6
7
8.3
62
8.6
7
8.3
62
8.6
7
8.2
63
8.8
7
8.6
62
8.6
7
8.6
60
9.0
7
8.2
62
8.8
7
8.1
62
Generative AI
7.9(won by 0.5)
53
7.4
76
8.0(won by 0.5)
53
7.5
77
Process
8.6(won by 0.2)
243
8.4
563
8.6
263
9.1(won by 0.5)
742
8.3
224
8.9(won by 0.6)
690
Channels
8.8
272
9.0(won by 0.2)
741
8.4(tied score)
247
8.4(tied score)
586
8.5
230
8.7(won by 0.2)
564
8.6(won by 0.4)
231
8.2
485
8.6(won by 0.3)
213
8.3
421
Insight
8.6(won by 0.5)
229
8.1
539
8.8(won by 0.5)
264
8.3
647
8.5(tied score)
203
8.5(tied score)
561
8.7(tied score)
251
8.7(tied score)
666
Generative AI
8.0
80
7.8
67
7.9
81
7.7
66
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
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.1
70
Not enough data
8.3
70
Not enough data
8.3
68
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
69
Automation
Not enough data
8.6
71
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.2
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.1
9
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
9
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Salesforce Service Cloud and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Service Automation
Unique Categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Customer Communications Management, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, and Proactive Notification
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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%
Computer Software
14.0%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.1%
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?
2 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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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