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Compare Salesforce Service Cloud Software and Sprinklr Service 
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At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Enterprise (42.8% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Contact Us 1 Seat/Per month (billed annually)
Salesforce Service Cloud
Star Rating
(7,150)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSprinklr Service
Star Rating
(689)4.3 out of 5
Market Segments
Enterprise (42.8% of reviews)
Entry-Level Pricing
Contact Us 1 Seat/Per month (billed annually)
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in its Customer Profiles feature, scoring 8.7, which allows for detailed tracking and management of customer interactions, while Sprinklr Service scores 8.1 in this area, indicating a less robust capability.
- Reviewers mention that Salesforce's Multi-Factor Authentication feature is highly rated at 9.1, providing enhanced security, whereas Sprinklr's offering in this category is rated lower at 8.6, which may concern users prioritizing security.
- G2 users highlight the superior Performance and Reliability of Salesforce Service Cloud, scoring 8.9, compared to Sprinklr Service's 8.6, suggesting that Salesforce may offer a more stable and dependable service experience.
- Users on G2 note that Salesforce's Knowledge Base feature is rated 8.6, providing comprehensive support documentation, while Sprinklr's is slightly lower at 8.4, indicating that Salesforce may have a more extensive resource library for users.
- Reviewers mention that Salesforce Service Cloud's Automation capabilities score 8.6, which is higher than Sprinklr's 7.7, suggesting that Salesforce may offer more effective tools for automating customer service processes.
- Users say that the Social Integration feature is a strong point for Sprinklr Service, scoring 8.9, which is significantly higher than Salesforce's 8.0, indicating that Sprinklr may be better suited for businesses heavily focused on social media engagement.
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
Sprinklr Service
Custom CCaaS Solution (Enterprise)
Contact Us
1 Seat/Per month (billed annually)
Best suited for larger teams looking to ace customer service. Get a quote customized to your requirements.
- Access to 30+ social and digital channels
- Unified contact center operations
- Premium contact center intelligence
Free Trial
Salesforce Service Cloud
Free Trial is available
Sprinklr Service
Free Trial is available
Ratings
Meets Requirements
8.6
2,729
8.5
575
Ease of Use
8.4
5,188
8.3
591
Ease of Setup
7.9
3,949
7.9
438
Ease of Admin
8.2
1,516
8.1
228
Quality of Support
8.3
2,512
8.1
552
Has the product been a good partner in doing business?
8.7
1,497
8.6
229
Product Direction (% positive)
8.2
2,690
8.7
581
Features by Category
Ticket and Case Management
8.5
1180
|
Verified
8.6
68
|
Verified
8.4
1178
|
Verified
8.4
69
|
Verified
8.3
1207
|
Verified
8.6
72
|
Verified
8.3
1132
|
Verified
7.9
68
|
Verified
8.1
958
8.0
63
|
Verified
7.9
1146
|
Verified
8.3
68
|
Verified
8.3
1129
|
Verified
8.3
66
|
Verified
8.5
1006
|
Verified
8.2
69
|
Verified
Generative AI
7.5
158
7.4
44
7.5
157
7.0
45
Agentic AI - Help Desk
7.7
34
7.1
17
8.1
35
7.1
17
7.8
35
7.2
17
Communication Channels
8.4
999
|
Verified
8.2
62
|
Verified
8.6
1182
|
Verified
8.1
63
|
Verified
8.1
823
7.8
67
|
Verified
8.0
783
|
Verified
8.9
65
|
Verified
8.0
743
6.9
56
Platform
7.8
541
|
Verified
7.6
71
|
Verified
8.3
805
|
Verified
7.8
140
|
Verified
8.6
680
|
Verified
8.5
76
|
Verified
8.3
597
|
Verified
8.2
75
|
Verified
8.2
1133
|
Verified
8.8
80
|
Verified
8.2
1153
|
Verified
8.9
81
|
Verified
Customer Information
8.1
203
Not enough data
8.3
202
Not enough data
8.4
200
Not enough data
7.6
198
Not enough data
7.9
201
Not enough data
8.1
198
Not enough data
7.8
201
Not enough data
Predictions
7.3
194
Not enough data
7.7
195
Not enough data
8.2
193
Not enough data
7.3
191
Not enough data
Platform
8.5
201
Not enough data
8.3
200
Not enough data
8.4
198
Not enough data
8.5
197
Not enough data
8.2
198
Not enough data
8.7
194
Not enough data
8.8
198
Not enough data
9.0
195
Not enough data
8.8
193
Not enough data
8.9
194
Not enough data
Generative AI
7.3
167
Not enough data
7.3
165
Not enough data
Agentic AI - Customer Success
8.5
10
Not enough data
8.3
10
Not enough data
8.7
10
Not enough data
9.2
10
Not enough data
8.5
10
Not enough data
Administration
8.8
225
8.6
49
8.7
224
8.4
46
8.6
221
8.4
47
Knowledge Management
8.7
216
8.4
47
8.5
208
8.3
46
8.4
206
8.7
51
Compliance
8.7
224
8.3
48
8.7
221
8.5
48
8.6
221
8.5
45
8.5
218
8.3
44
Customer Support
8.1
207
8.0
45
8.1
200
8.1
43
8.0
189
7.9
45
Data Security
8.6
213
8.4
45
8.7
214
8.4
45
8.9
215
8.7
47
9.1
215
8.6
46
Administration
8.5
205
8.5
44
8.8
207
8.6
43
8.9
210
8.6
45
Generative AI
7.5
145
7.3
40
Call Analytics
Not enough data
5.7
33
Not enough data
6.0
35
Not enough data
5.6
31
Not enough data
6.1
31
Agent Performance Management
Not enough data
6.3
34
Not enough data
5.8
31
Not enough data
6.2
35
Generative AI
Not enough data
6.3
30
Agentic AI - Conversation Intelligence
Not enough data
5.9
11
Not enough data
6.7
11
Not enough data
6.1
11
Not enough data
6.4
11
Not enough data
6.4
11
Not enough data
6.7
12
Not enough data
6.8
12
Channels
8.4
116
Not enough data
8.3
114
Not enough data
7.5
113
Not enough data
Design
8.3
110
Not enough data
7.9
111
Not enough data
8.2
113
Not enough data
8.3
113
Not enough data
8.4
110
Not enough data
Generative AI
7.4
107
Not enough data
7.5
106
Not enough data
Usability
8.6
197
Not enough data
8.6
201
Not enough data
8.7
199
Not enough data
Reporting
8.7
198
Not enough data
8.3
192
Not enough data
8.6
195
Not enough data
Generative AI
7.6
173
Not enough data
7.6
174
Not enough data
Quality Assurance
8.7
67
8.2
50
8.6
64
7.9
49
8.6
66
8.3
48
Engagement
8.7
65
8.1
49
8.8
65
8.0
48
8.7
65
7.7
48
Performance
8.6
65
8.0
48
8.8
65
8.3
46
Generative AI
7.6
56
7.0
41
7.9
57
7.2
40
Channels
7.4
272
6.9
141
7.3
266
8.4
144
7.9
270
7.9
136
7.3
263
7.5
140
8.7
277
7.5
134
Generative AI
7.0
214
6.6
112
Functions
7.9
266
7.5
139
8.0
263
7.6
132
7.6
255
7.3
134
7.2
251
7.3
132
7.2
253
6.8
131
7.2
256
7.1
135
7.7
256
7.6
128
8.0
255
8.0
128
Agentic AI - Contact Center
Not enough data
6.3
20
Not enough data
7.0
20
Not enough data
6.6
20
Not enough data
6.8
20
Administrative
7.8
252
7.8
129
8.5
257
7.8
129
8.5
255
8.4
142
7.7
244
7.8
130
7.6
249
7.9
142
Responses
Not enough data
8.5
57
Not enough data
8.5
57
Not enough data
8.5
57
Not enough data
8.6
55
Not enough data
8.3
53
Platform
Not enough data
8.5
54
Not enough data
8.4
56
Not enough data
8.5
56
Not enough data
8.6
55
Not enough data
8.1
51
Not enough data
8.4
56
Not enough data
8.2
53
Generative AI
Not enough data
7.9
38
Not enough data
7.8
37
Workforce Management
7.8
54
9.0
32
7.8
54
8.2
32
7.3
53
8.1
33
7.7
53
8.1
33
7.5
53
8.1
32
Administration
8.1
54
7.8
35
8.3
53
8.6
34
8.3
53
8.6
35
7.6
52
8.1
33
7.6
52
8.1
35
Conversational Platform
8.5
95
Not enough data
8.6
94
Not enough data
8.0
93
Not enough data
8.1
96
Not enough data
Support Automation
8.0
94
Not enough data
8.0
93
Not enough data
8.0
94
Not enough data
7.8
92
Not enough data
Generative AI
7.3
90
Not enough data
7.3
89
Not enough data
Customer Support
8.3
134
Not enough data
7.8
129
Not enough data
8.1
129
Not enough data
Automation
8.1
132
Not enough data
8.1
133
Not enough data
8.0
132
Not enough data
Artificial Intelligence
7.5
127
Not enough data
7.6
127
Not enough data
7.2
124
Not enough data
Generative AI
7.7
105
7.8
73
7.7
104
7.4
70
7.7
105
7.3
71
Communication
8.5
306
|
Verified
7.9
100
|
Verified
8.6
325
|
Verified
8.3
108
|
Verified
8.4
271
|
Verified
7.7
96
8.5
273
|
Verified
8.2
99
7.8
156
7.3
96
Internal Use
8.3
805
|
Verified
7.8
140
|
Verified
8.3
292
|
Verified
8.1
105
|
Verified
8.4
284
|
Verified
7.9
101
8.4
314
|
Verified
8.4
101
8.5
285
|
Verified
8.0
100
|
Verified
8.7
318
|
Verified
8.1
106
|
Verified
Generative AI
7.2
124
7.5
41
Self-Service Experience
8.6
589
7.9
52
8.3
576
7.6
54
8.3
525
7.3
53
7.9
211
8.1
51
8.4
221
7.6
52
Self-Service Platform
8.4
220
8.1
53
8.6
225
7.7
51
7.6
196
7.4
52
8.5
212
7.7
52
Agentic AI - Customer Self-Service
Not enough data
6.5
8
Not enough data
7.1
8
Not enough data
8.1
8
Not enough data
7.3
8
Not enough data
7.5
8
Not enough data
7.9
8
Not enough data
7.3
8
Generative AI
7.7(won by 0.8)
48
6.9
225
7.8(won by 1.0)
48
6.8
222
Process
8.6(won by 0.3)
238
8.3
308
8.6(won by 0.9)
258
7.7
305
8.3(won by 0.2)
219
8.1
306
Channels
8.8(won by 1.5)
267
7.3
280
8.4
242
8.8(won by 0.4)
321
8.5(won by 1.3)
225
7.2
272
8.6(won by 2.0)
227
6.6
260
8.5(won by 1.0)
208
7.5
271
Insight
8.5(won by 0.8)
224
7.7
289
8.8(won by 0.5)
259
8.3
310
8.5(won by 0.6)
198
7.9
285
8.6(won by 1.0)
246
7.6
280
Generative AI
Not enough data
7.5
12
Generative AI
8.0
74
7.1
102
7.9
75
7.0
102
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.6
29
Not enough data
8.3
29
Not enough data
8.6
29
Not enough data
8.7
29
Not enough data
Process Management
8.3
29
Not enough data
8.4
28
Not enough data
8.7
29
Not enough data
8.5
28
Not enough data
System Management
9.0
29
Not enough data
8.6
28
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
5.8
30
Not enough data
6.4
30
Not enough data
6.2
30
Not enough data
5.5
29
Not enough data
6.0
29
Platform integration - Conversational Commerce Platforms
Not enough data
6.0
29
Not enough data
5.8
29
Not enough data
5.9
29
Not enough data
6.1
28
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
7.5
28
Not enough data
7.4
28
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Categories
Categories
Shared Categories
Salesforce Service Cloud and Sprinklr Service are categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Contact Center, and Customer Self-Service
Unique Categories
Salesforce Service Cloud is categorized as Customer Service Automation, Conversational Support, Complaint Management, Customer Communications Management, Customer Success, and Enterprise Feedback Management
Sprinklr Service is categorized as Conversational Commerce Platforms, Speech Analytics, Conversation Intelligence, Chatbots, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Sprinklr 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
11.3%
Computer Software
9.3%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.4%
Consumer Services
11.3%
Marketing and Advertising
10.5%
Financial Services
5.3%
Information Technology and Services
4.8%
Telecommunications
4.0%
Other
64.1%
Most Helpful Reviews
Salesforce Service Cloud
Most Helpful Favorable Review
Verified 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
Henry K.
Verified User in E-Learning
I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.
Sprinklr Service
Most Helpful Favorable Review
Verified User in Marketing and Advertising
Very user friendly and intuitive. Dashboard is easy to use and understand right off the bat.
Most Helpful Critical Review
Verified User in Consumer Goods
Some sections are not very intuitive and the interface is somewhat outdated.
Verified 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...
Verified User in Marketing and Advertising
Very user friendly and intuitive. Dashboard is easy to use and understand right off the bat.
Henry K.
Verified User in E-Learning
I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.
Verified User in Consumer Goods
Some sections are not very intuitive and the interface is somewhat outdated.
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?
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
Does anyone have experience with Sprinklr sentiment analysis
1 Comment
AS
Yes available under the module social listening.Read more
Sprinklr Service has no more discussions with answers
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