Salesforce Service Cloud vs Qualtrics Customer Experience

by Gralio Feb 06, 2025

Salesforce Service Cloud excels at managing customer interactions and support requests within a unified platform, while Qualtrics Customer Experience specializes in gathering and analyzing customer feedback for experience improvement. Service Cloud is better for businesses needing strong case management and Salesforce integration, whereas Qualtrics is better for those prioritizing customer feedback and experience management.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 3170 reviews and 60 websites, saving 18 hours, 6 minutes of reading.

Salesforce Service Cloud

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Qualtrics Customer Experience

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About

Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.

Qualtrics Customer Experience (Qualtrics XM) helps businesses understand and improve their customer interactions. It uses surveys and analytics to gather customer feedback across different channels like digital platforms and physical locations. This data helps identify areas for improvement in customer service, products, and overall experience. Qualtrics XM offers AI-powered features to analyze feedback, predict customer behavior, and provide recommendations to improve customer satisfaction and loyalty. It is used by many large companies across different industries.

Summary

Main difference

Salesforce Service Cloud is a comprehensive customer service platform best suited for businesses needing robust case management, real-time support, and integration with the Salesforce ecosystem. Qualtrics Customer Experience focuses on gathering and analyzing customer feedback to improve overall customer experience and satisfaction.

Relative strengths of Salesforce Service Cloud (compared to Qualtrics Customer Experience)

Strong case management features.
Real-time support options (live chat, messaging).
Seamless integration with Salesforce CRM and other Salesforce products.

Relative weaknesses of Salesforce Service Cloud (compared to Qualtrics Customer Experience)

Limited feedback gathering and analysis tools compared to Qualtrics.
Can be complex to navigate and configure.
Pricing can be higher than Qualtrics for smaller businesses.

What companies are using Salesforce Service Cloud and Qualtrics Customer Experience?

Southwest Airlines

PenFed Credit Union

No data

Who should use Salesforce Service Cloud VS. Qualtrics Customer Experience

Salesforce Service Cloud is a robust customer service platform ideal for medium to large B2B and B2C businesses. It offers tools like case management, live chat, and AI-powered automation to personalize customer experiences and streamline support operations. Users praise its seamless website integration and robust platform but note navigation challenges and limited case assignment automation.

Qualtrics Customer Experience helps businesses gather and analyze customer feedback to improve customer relationships. Users praise its easy-to-use interface and insightful dashboards. However, some find the reporting functionality limited and the cost high. Ideal for medium to large businesses across various sectors looking to enhance customer experience.

Best for medium to large businesses seeking streamlined customer support and personalized experiences.
Ideal for Software, IT & Telecommunications, suitable for various other industries like Healthcare, Finance, and E-commerce.

Best for medium to large businesses.
Suitable for various industries like healthcare, finance, retail, and technology.

Salesforce Service Cloud and Qualtrics Customer Experience features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

360 customer view

Supported

Service Cloud offers a 360 view via Customer 360.

Supported

Qualtrics provides a comprehensive view of customer interactions across various touchpoints.
Real-Time Customer Support

Supported

Service Cloud offers real-time support via live chat, messaging, and AI-powered interactions.

Unknown

Live chat is not explicitly mentioned as a core feature.
AI-powered customer service platform

Supported

Service Cloud simplifies service team work with its AI platform, Einstein.

Supported

Qualtrics offers AI tools for customer service like agent assist and automated summaries.
Salesforce integration

Supported

Service Cloud is natively integrated with Salesforce.

Supported

Qualtrics integrates with Salesforce to combine customer feedback with operational data.
CRM integration

Supported

Service Cloud, built on the Salesforce CRM platform, natively integrates CRM data.

Supported

Qualtrics Customer Experience integrates with various CRM systems like SAP and Salesforce.
Customer health tracking

Partially supported

Service Cloud indirectly supports customer health tracking via analytics and feedback tools.

Partially supported

Qualtrics offers customer experience management and data analysis capabilities that could be adapted for health tracking.

Qualities

Value and Pricing Transparency

-0.81

Strongly negative sentiment

-0.33

Rather negative sentiment
Customer Service

+0.74

Strongly positive sentiment

No data
Ease of Use

+0.7

Strongly positive sentiment

+0.56

Rather positive sentiment
Reliability and Performance

+0.54

Rather positive sentiment

+1

Strongly positive sentiment
Ease of Implementation

-0.24

Neutral sentiment

-0.33

Rather negative sentiment
Scalability

+0.46

Rather positive sentiment

No data

Salesforce Service Cloud and Qualtrics Customer Experience Pricing

No data

User sentiment

Strongly negative

-0.81

See full Pricing page

No data

User sentiment

Rather negative

-0.33

See full Pricing page

Salesforce Service Cloud and Qualtrics Customer Experience review insights

3170 reviews analysed from

Users love

Seamless integration of website contact forms with cases in Salesforce.
Robust and flexible platform, capable of handling high volumes and scaling with business growth.
Excellent customer support with quick response times.
User-friendly interface for building dashboards and reports.

Easy to use interface.
The survey builder is streamlined and allows for advanced logic.
Useful dashboards for visualizing data.
Good customer support and helpful online resources.

Users dislike

Only one asset can be linked to a case, making it difficult when dealing with multiple assets on a single case.
Limited case assignment automation capabilities, especially in the era of AI.
Limited business intelligence metrics and trend analysis options.
Navigation can be challenging, particularly for new users.

The "Reports" functionality is limited and often buggy.
The Text iQ functionality could be improved as it sometimes doesn’t perform accurately.
Navigation between pages and moving questions can be difficult.
High cost, especially given the limited number of user logins included.

Salesforce Service Cloud and Qualtrics Customer Experience Ratings

G2

4.3/5

(2640)
Glassdoor

4.1/5

(18141)

G2

4.4/5

(548)
Glassdoor

3.2/5

(2273)

Company health

Employee growth

2% increase in the last year

3% increase in the last year

Web traffic

7% decrease in the last quarter

5% increase in the last quarter

Financing

July 2022 - $65M

No data

How do Service Cloud's case management features compare to Qualtrics XM's survey tools?

Service Cloud focuses on case management, providing tools to track, manage, and resolve customer support issues, while Qualtrics XM specializes in gathering and analyzing customer feedback through surveys. Service Cloud helps businesses manage and resolve existing customer issues, whereas Qualtrics XM helps understand customer sentiment and identify potential issues or areas for improvement. They serve different but complementary purposes within customer experience management.

Which product offers better integration with existing CRM platforms?

Salesforce Service Cloud offers better CRM integration. It is built on the Salesforce CRM platform, providing native integration with CRM data and a 360-degree customer view. While Qualtrics Customer Experience focuses on gathering and analyzing customer feedback, its CRM integration capabilities are not explicitly described. Therefore, for businesses heavily reliant on CRM data for customer service, Salesforce Service Cloud is the stronger choice.

What are the advantages of Salesforce Service Cloud?

Salesforce Service Cloud offers a comprehensive suite of customer service tools, including case management, live chat, and self-service portals, all integrated within a single platform. Its AI capabilities allow for personalized customer experiences and automation of routine tasks, boosting agent productivity. The platform's tight integration with other Salesforce products and its customizability make it adaptable to various industries, providing a 360-degree view of the customer. It is particularly well-suited for managing high volumes of customer interactions and scaling with business growth.

What are the disadvantages of Salesforce Service Cloud?

Salesforce Service Cloud can be expensive, especially for smaller businesses, and its pricing model isn't always transparent. Some users find the navigation complex and difficult to learn, especially new users. While powerful, the platform's flexibility can also lead to over-customization, making it unwieldy and inefficient. Limitations exist in certain areas, like case assignment automation and linking only one asset per case. Finally, some users report limited business intelligence metrics and difficulties with the reporting features.

Alternatives to Salesforce Service Cloud and Qualtrics Customer Experience

Zonka Feedback

Zonka Feedback is a survey and customer experience management platform that helps businesses gather and understand feedback from customers and employees. It allows you to create and send surveys across different channels like email, SMS, and your website, and then analyze the results in real-time. Zonka Feedback offers tools to measure key metrics like NPS (customer loyalty), CSAT (customer satisfaction), and CES (customer effort). It also integrates with popular CRM and helpdesk software. Zonka Feedback aims to help you improve customer experience, build stronger relationships, and make better business decisions based on feedback data.

HubSpot Service Hub

HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

Zoom Workplace

Zoom Workplace is an all-in-one platform designed to streamline communication and boost productivity for modern teams. It combines video conferencing, chat, phone, email, calendar, and AI-powered features like meeting summaries and message composition. Collaboration tools like whiteboarding, note-taking, and task management are also included. Additionally, Zoom Workplace offers solutions for hybrid work environments, such as desk reservations, visitor management, and digital signage.

Qualtrics Employee Experience

Qualtrics Employee Experience (EmployeeXM) is a software platform that helps you understand and improve how your employees feel about working for you. It offers various tools to gather feedback, measure engagement, track sentiment, and analyze data throughout the entire employee lifecycle - from onboarding to exit interviews. Using this data, Qualtrics EmployeeXM provides insights to help you create a more positive and productive work environment, reduce turnover, and improve business outcomes. It's used by many Fortune 500 companies, suggesting it's a good fit for mid-sized businesses too.

Totango

Totango is a customer success platform designed for large and growing businesses. It helps you track and improve customer health scores, predict churn, and increase revenue from existing customers. Features include customizable engagement programs, AI-powered insights, and integrations with popular business tools. Totango is known for its ease of use and fast setup, making it suitable for businesses seeking a quick return on their investment.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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