Ultimate vs Salesforce Service Cloud

by Gralio Feb 20, 2025

Ultimate and Salesforce Service Cloud offer distinct approaches to customer service. Ultimate leverages AI for automation and CRM integration, while Salesforce Service Cloud provides a comprehensive platform with a broader range of tools and deeper integration with the Salesforce ecosystem.

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 2767 reviews and 60 websites, saving 15 hours, 52 minutes of reading.

Ultimate

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Salesforce Service Cloud

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About

Ultimate is a customer support automation platform that uses AI to help businesses provide 24/7 support. Its AI-powered virtual assistant automates conversations and tasks across various channels like chat, email, and social media. Ultimate integrates with popular CRM systems such as Salesforce, Zendesk, and Freshdesk. It aims to improve customer satisfaction, increase efficiency, and free up support agents to handle more complex issues.

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.

Summary

Main difference

Ultimate stands out with its robust AI-powered virtual assistant, automating customer interactions across multiple channels and integrating with popular CRM systems. Salesforce Service Cloud excels in providing a comprehensive suite of customer service tools, including case management, live chat, and self-service portals, all within a unified platform backed by Salesforce's ecosystem.

Relative strengths of Ultimate (compared to Salesforce Service Cloud)

Strong AI-powered virtual assistant for automated conversations and tasks.
Seamless integration with popular CRM systems (Salesforce, Zendesk, Freshdesk).
Focus on improving customer satisfaction and agent efficiency by handling routine inquiries.

Relative weaknesses of Ultimate (compared to Salesforce Service Cloud)

Limited channel integration compared to Salesforce Service Cloud.
May require custom reporting for advanced analytics.
Dialogue builder can be unresponsive or buggy at times.

What companies are using Ultimate and Salesforce Service Cloud?

No data

Southwest Airlines

PenFed Credit Union

Who should use Ultimate VS. Salesforce Service Cloud

Ultimate is a customer support automation platform utilizing AI. It offers a user-friendly interface and seamless CRM integrations. Users praise its powerful AI and helpful resources, while some note occasional bugs and limited channel integration. Ideal for businesses aiming to automate support and improve efficiency.

Salesforce Service Cloud is a robust customer service platform ideal for medium to large B2B and B2C businesses. Users praise its seamless website integration and robust platform. However, some find navigation challenging and case assignment automation limited. It offers a 360-degree customer view, real-time support, and AI-powered automation to personalize the customer journey.

Best fit for small and medium-sized businesses.
A good fit across various industries, especially e-commerce and software.

Best for medium to large businesses seeking streamlined customer support and personalized experiences.
Ideal for B2B and B2C businesses in software, IT, telecommunications, and various other sectors.

Ultimate and Salesforce Service Cloud 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

Unknown

It is unclear if a 360 customer view is supported.

Supported

Service Cloud offers a 360 view via Customer 360.
Real-Time Customer Support

Unknown

Real-time customer support via live chat is not confirmed for Ultimate.

Supported

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

Supported

Ultimate.ai offers an AI-powered platform to automate and simplify customer service.

Supported

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

Supported

Ultimate.ai integrates with Salesforce Service Cloud to automate tasks.

Supported

Service Cloud is natively integrated with Salesforce.
CRM integration

Supported

Ultimate.ai supports integrations with popular CRM systems like Salesforce, Zendesk, and Freshdesk.

Supported

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

Partially supported

Ultimate.ai integrates with Zendesk for helpdesk functionality.

Supported

Service Cloud integrates with helpdesk software via its platform and APIs.

Qualities

Value and Pricing Transparency

No data

-0.81

Strongly negative sentiment
Customer Service

+1

Strongly positive sentiment

+0.74

Strongly positive sentiment
Ease of Use

+1

Strongly positive sentiment

+0.7

Strongly positive sentiment
Reliability and Performance

+1

Strongly positive sentiment

+0.54

Rather positive sentiment
Ease of Implementation

+0.56

Rather positive sentiment

-0.24

Neutral sentiment
Scalability

No data

+0.46

Rather positive sentiment

Ultimate and Salesforce Service Cloud Pricing

No data

See full Pricing page

No data

User sentiment

Strongly negative

-0.81

See full Pricing page

Ultimate and Salesforce Service Cloud review insights

2767 reviews analysed from

Users love

Excellent customer support and onboarding experience.
Intuitive and user-friendly interface.
Seamless integration with CRM systems like Salesforce and Zendesk.
Powerful AI and intent recognition.
Flexible dialogue building with various features like cards and carousels.
Smart AI suggestions for untrained expressions.
Helpful training center and resources.
Real-time language translation capabilities.
Regular updates and continuous improvement.
Suggestion engine improves agent response times.

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.

Users dislike

Dialogue Builder can be unresponsive and buggy at times.
Restrictions in dialogue flow, such as API call limitations.
Limited channel integration (e.g., WhatsApp).
Occasional bugs and glitches.
Lack of native staging functionality.
Basic analytics dashboard, requiring custom reporting for enterprise needs.
Dashboard latency with high content volume.
No time setting/scheduling for dialogs.
Manual content translation for "Link to another reply" blocks.
Lengthy manual steps during bot setup.
Some features require involving development teams.

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.

Ultimate and Salesforce Service Cloud Ratings

G2

4.6/5

(135)
Glassdoor

4.5/5

(65)

G2

4.3/5

(2640)
Glassdoor

4.1/5

(18141)

Company health

Employee growth

33% decrease in the last year

2% increase in the last year

Web traffic

11% increase in the last quarter

7% decrease in the last quarter

Financing

July 2022 - $27M

July 2022 - $65M

How customizable is Ultimate's dialogue flow compared to Service Cloud's workflows?

Ultimate's dialogue flow customization has limitations, noted by user reviews citing restrictions on API calls and some features requiring developer involvement. While Ultimate offers features like cards and carousels, Service Cloud uses workflows for automation and customization. It's unclear how the flexibility of these two systems directly compare, but Service Cloud's extensive customization options within the Salesforce ecosystem are well-established, whereas Ultimate's limitations suggest potentially less flexibility.

Which product better integrates AI for automating complex case assignments?

Ultimate.ai appears to be the better choice for complex case assignment automation using AI. While Salesforce Service Cloud offers some automation, its user reviews specifically mention limitations in case assignment automation, particularly with AI. Ultimate.ai, being an AI-focused customer support automation platform, likely prioritizes this functionality, offering more sophisticated AI-driven routing and assignment capabilities.

What are the advantages of Ultimate?

Ultimate offers superior 24/7 customer support automation through its AI-powered virtual assistant, handling conversations and tasks across multiple channels. It boasts seamless integration with popular CRM systems like Salesforce, Zendesk, and Freshdesk, a key advantage for businesses already invested in these platforms. Ultimate's focus on AI-driven automation allows support agents to focus on complex issues, promising increased efficiency and customer satisfaction.

What are the disadvantages of Ultimate?

Ultimate has some noted disadvantages, including a sometimes unresponsive and buggy Dialogue Builder, limitations in dialogue flow and channel integrations (like lacking WhatsApp support), occasional bugs and glitches, and a lack of native staging functionality. Users also mention a basic analytics dashboard requiring custom reporting for enterprise needs, dashboard latency with high content volume, and manual content translation for certain features. Some features even require developer involvement, potentially increasing implementation complexity.

Alternatives to Ultimate and Salesforce Service Cloud

Qualtrics Customer Experience

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.

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.

Sirius

Sirius is a customer service automation software that uses artificial intelligence to power its chatbot. This allows businesses to offer customer support 24/7 through automated conversations that mimic human interactions. Sirius is highly customizable to fit the needs of individual businesses and integrates with popular communication channels. The software promises improved customer satisfaction and streamlined support operations through features like automated responses and data analysis.

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.

Tiledesk

Tiledesk is a cloud-based customer service platform that helps businesses automate customer interactions using AI-powered chatbots. These chatbots can answer common questions, resolve simple issues, and collect customer information. Tiledesk integrates with various channels like websites and messaging apps. While it offers AI automation, it also allows for seamless handover to human agents for more complex inquiries. Tiledesk is suitable for both small and large businesses. They offer open-source and enterprise-grade solutions that can be customized to fit specific needs.

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.

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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