Salesforce Service Cloud vs Help Scout
Overview
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Professional $80
- Salesforce Service Cloud Unlimited $330
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Feature comparison
Salesforce Service Cloud
7.1/10
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email signatures
- Filtered Search
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Agent collision prevention
- Edit/hide threads
- Group your agents
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
- Tags
- Traffic cop
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.1/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer satisfaction ratings (CSAT)
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
10/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
10/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
9/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
8/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Slack integration
- Zapier integration
- HubSpot Integration
- Salesforce integration
- Webhooks
5.6/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
7.3/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
8.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
10/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
7.7/10
- Custom Email Templates
- Email tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
7/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Date comparisons
- Printer-friendly
Help Scout
7.5/10
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email signatures
- Filtered Search
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Agent collision prevention
- Edit/hide threads
- Group your agents
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
- Tags
- Traffic cop
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer satisfaction ratings (CSAT)
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
5/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
2.5/10
- Approval Workflows
- Auto-suggest Solutions
- Form templates
- Task Management
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
7.1/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7/10
- 301 Redirection
- Article Versioning
- Community forums
- Help Center insights
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Internal Help Center
7.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Slack integration
- Zapier integration
- HubSpot Integration
- Salesforce integration
- Webhooks
4.4/10
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
6.7/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
7.6/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
4/10
- Calling
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
5.4/10
- Custom Email Templates
- Email tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
7/10
- Announcements
- Automatic sitemap generation
- Community forums
- Multiple currencies
- Notifications
- Unlimited End Users
- Voicemail integration
- Backup
- Date comparisons
- Printer-friendly
Reviews
Salesforce Service Cloud
4 of 5 December 10, 2020
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5 March 2, 2019
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5 October 15, 2018
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Help Scout
4 of 5 December 10, 2020
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...