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Capacity vs. Salesforce Service Cloud

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Capacity

Salesforce Service Cloud

397 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Capacity

    		N/AN/ACapacity is an AI-powered helpdesk that automates support in real-time for customers and employees. The AI helpdesk helps team to filter, organize, and respond to inbound inquiries, like an email inbox.

    $49

    per month per user

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    CapacitySalesforce Service Cloud
    Editions & Modules
    Growth
    $49
    per month per user
    Professional
    $99
    per month per user
    Enterprise
    Custom
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    CapacitySalesforce Service Cloud
    Free Trial
    NoYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    CapacitySalesforce Service Cloud
    Considered Both Products
    Capacity
    No answer on this topic
    Salesforce
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    88%
    Would buy again
    36 Answers
    Delivers good value for the price
    No answers on this topic
    82%
    Delivers good value for the price
    28 Answers
    Happy with the feature set
    No answers on this topic
    90%
    Happy with the feature set
    37 Answers
    Lived up to sales and marketing promises
    No answers on this topic
    81%
    Lived up to sales and marketing promises
    21 Answers
    Implementation went as expected
    No answers on this topic
    83%
    Implementation went as expected
    24 Answers
    Features
    CapacitySalesforce Service Cloud
    Incident and problem management
    Comparison of Incident and problem management features of Capacity and Salesforce Service Cloud
    Feature
    Capacity
    -
    Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    9% above category average
    Organize and prioritize service tickets00 Ratings9.475 Ratings
    Expert directory00 Ratings8.553 Ratings
    Subscription-based notifications00 Ratings8.663 Ratings
    ITSM collaboration and documentation00 Ratings8.260 Ratings
    Ticket creation and submission00 Ratings9.375 Ratings
    Ticket response00 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of Capacity and Salesforce Service Cloud
    Feature
    Capacity
    -
    Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    10% above category average
    External knowledge base00 Ratings8.463 Ratings
    Internal knowledge base00 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Capacity and Salesforce Service Cloud
    Feature
    Capacity
    -
    Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    11% above category average
    Customer portal00 Ratings7.954 Ratings
    IVR00 Ratings8.834 Ratings
    Social integration00 Ratings8.947 Ratings
    Email support00 Ratings9.276 Ratings
    Help Desk CRM integration00 Ratings8.866 Ratings
    User Ratings
    CapacitySalesforce Service Cloud
    Likelihood to Recommend
    -
    (0 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    6.2
    (8 ratings)
    Usability
    -
    (0 ratings)
    8.0
    (12 ratings)
    Availability
    -
    (0 ratings)
    9.5
    (28 ratings)
    Performance
    -
    (0 ratings)
    8.6
    (7 ratings)
    Support Rating
    -
    (0 ratings)
    7.0
    (20 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    -
    (0 ratings)
    7.0
    (1 ratings)
    Ease of integration
    -
    (0 ratings)
    5.0
    (1 ratings)
    Vendor post-sale
    -
    (0 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    8.0
    (1 ratings)
    User Testimonials
    CapacitySalesforce Service Cloud
    Likelihood to Recommend
    Capacity
    No answers on this topic
    Salesforce
    It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
    Incentivized
    Erin Gracyalny
    Customer Success Manager
    Read full review
    Pros
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Cons
    Capacity
    No answers on this topic
    Salesforce
    • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
    • Costing is high.
    • Maintenance is more.
    • Expertise is required for implementation.
    • The number of communication messages have some limit per organisation account.
    Incentivized
    Alfiya Mukadam
    Software Engineer
    Read full review
    Likelihood to Renew
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Usability
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Reliability and Availability
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Performance
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Support Rating
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    In-Person Training
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Online Training
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Implementation Rating
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Alternatives Considered
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Scalability
    Capacity
    No answers on this topic
    Salesforce
    No answers on this topic
    Return on Investment
    Capacity
    No answers on this topic
    Salesforce
    • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
    • The larger the implementation programme the better the licensing arrangements
    • Free developer toolkit for proof of concepts or showcasing features
    • Limited to annual subscription model
    Incentivized
    Gordon Dalgleish
    Head of ICT Solutions
    Read full review
    ScreenShots

    Salesforce Service Cloud Screenshots

    Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center