# Gladly vs Salesforce Service Cloud

| Attribute | Gladly | Salesforce Service Cloud |
|---|---|---|
| **vioscaleAI score** | 71.7 (34% (low)) | 61.3 (74% (medium)) |
| content.faq | `[{"answer":"An agentic commerce platform that uses AI to handle customer service and sales conversations across email, chat, SMS, voice, and social channels, allowing brands to automate support and sales while maintaining personalized customer relationships. It is indexed under Customer Support.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What is Gladly?","confidence":0.6},{"answer":"We have confirmed browser-based access to Gladly. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What platforms does Gladly support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Gladly, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"Can Gladly be self-hosted?","confidence":0.6},{"answer":"We have confirmed 6 integrations for Gladly, including Zendesk, Shopify, BigCommerce, Magento, Klaviyo and Loop. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What does Gladly integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, HIPAA and GDPR for Gladly. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Gladly not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.gladly.ai/blog/importance-of-soc-2-type-ii-compliance-in-cx/","question":"What security certifications does Gladly have?","confidence":0.7}]` | `[{"answer":"Service Cloud enables service teams to manage customer interactions across voice, SMS, WhatsApp, web chat, and email channels through a unified workspace with AI-driven assistance and access to complete customer context for faster case resolution. It is indexed under Customer Support.","source":"https://www.salesforce.com/sales/pricing/","question":"What is Salesforce Service Cloud?","confidence":0.6},{"answer":"Salesforce Service Cloud is a paid product; published pricing starts at $25 per user per month. It is sold across 3 plans (Salesforce Starter, Marketing Cloud Next Growth Edition and Marketing Cloud Next Advanced Edition). Pricing changes often, so verify at source before relying on it.","source":"https://www.salesforce.com/marketing/pricing/","question":"How much does Salesforce Service Cloud cost?","confidence":0.6},{"answer":"We have confirmed browser-based access to Salesforce Service Cloud. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.salesforce.com/sales/pricing/","question":"What platforms does Salesforce Service Cloud support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Salesforce Service Cloud, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.salesforce.com/sales/pricing/","question":"Can Salesforce Service Cloud be self-hosted?","confidence":0.6},{"answer":"We have confirmed 3 integrations for Salesforce Service Cloud, including Slack, Gmail and Outlook. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.salesforce.com/sales/pricing/","question":"What does Salesforce Service Cloud integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, HIPAA and GDPR for Salesforce Service Cloud. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Salesforce Service Cloud not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.salesforce.com/platform/security-center/","question":"What security certifications does Salesforce Service Cloud have?","confidence":0.7},{"answer":"Salesforce Service Cloud is available worldwide. Its primary market is the United States.","source":"https://www.salesforce.com/sales/pricing/","question":"Where is Salesforce Service Cloud available?","confidence":0.5}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | An agentic commerce platform that uses AI to handle customer service and sales conversations across email, chat, SMS, voice, and social channels, allowing brands to automate support and sales while maintaining personalized customer relationships. | Service Cloud enables service teams to manage customer interactions across voice, SMS, WhatsApp, web chat, and email channels through a unified workspace with AI-driven assistance and access to complete customer context for faster case resolution. |
| features.capabilities | `{"hosting":"cloud","ai_agent":true,"sso_scim":false,"free_tier":false,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"automation_macros":true,"reporting_dashboards":true}` | `{"hosting":"cloud","ai_agent":true,"free_tier":true,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"voice_telephony":true,"reporting_dashboards":true}` |
| integrations.count | 300 | 2 |
| integrations.list | `[{"name":"Zendesk"},{"name":"Shopify","native":true,"category":"ecommerce","direction":"bidirectional"},{"name":"BigCommerce","native":true,"category":"ecommerce"},{"name":"Magento","native":true,"category":"ecommerce"},{"name":"Klaviyo","native":true},{"name":"Loop","native":true,"direction":"bidirectional"},{"name":"Slack","native":true,"category":"communication"},{"name":"Salesforce","native":true,"category":"crm"},{"name":"Aircall","native":true,"category":"voice"},{"name":"Amazon Connect","native":true,"category":"voice"},{"name":"Messenger","native":true,"category":"social"},{"name":"JIRA","native":true},{"name":"Qualtrics","native":true},{"name":"Recharge","native":true},{"name":"Recurly","native":true},{"name":"Endear","native":true},{"name":"Flip","native":true,"category":"voice"},{"name":"AWS EventBridge","native":true},{"name":"Fivetran","native":true},{"name":"ReturnLogic","native":true},{"name":"Shiphero","native":true},{"name":"Attentive","native":true,"category":"marketing"},{"name":"Assembled Workforce Management","native":true},{"name":"Playvox Workforce Management (WFM)","native":true},{"name":"MaestroQA","native":true},{"name":"Calabrio","native":true},{"name":"Medallia Agent Connect","native":true},{"name":"SentiSum","native":true},{"name":"SupporTrends","native":true},{"name":"Hark","native":true},{"name":"Jotform","native":true},{"name":"ScreenMeet","native":true},{"name":"Linc","native":true},{"name":"KODIF.ai","native":true},{"name":"Ada Support Inc.","native":true},{"name":"Siena","native":true},{"name":"Simplr","native":true},{"name":"AgentsOnly","native":true},{"name":"HiOperator","native":true},{"name":"Skio","native":true},{"name":"Ordergroove","native":true},{"name":"Klavioy"},{"name":"Assembled"},{"name":"Playvox"},{"name":"Corso"}]` | `[{"name":"Slack","native":true},{"name":"Gmail"},{"name":"Outlook"},{"name":"MuleSoft","native":true,"category":"integration","direction":"bidirectional"}]` |
| market.availability | `{"hqCountry":"US","primaryMarkets":["US","GB"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":["US"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"ios":true,"web":true,"android":true}` |
| pricing | - | `{"type":"subscription","plans":[{"free":false,"name":"Service Cloud Core","summary":"$125 USD/user/month","features":["Voice and cloud telephony","Multi-channel support (SMS, WhatsApp, email, website, phone, mobile app)","Unified customer view across channels","Case management","Agentforce AI-powered assistance","Supervisor visibility and analytics"],"components":[{"kind":"per_unit","unit":"user","amount":125,"period":"month","currency":"USD"}],"description":"Cloud service platform with voice, digital channels, and Agentforce AI capabilities","contactSales":false}],"summary":"Starting at $125 USD/user/month. 30-day free trial included.","currency":"USD","freeTier":true,"sourceUrl":"https://www.salesforce.com/sales/pricing/","retrievedAt":"2026-09-23T14:35:39.956Z","freeTrialDays":30,"startingPrice":{"unit":"user","amount":125,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | - | yes |
| pricing.model | - | freemium |
| pricing.price_level | - | high |
| pricing.starting_price | - | `{"amount":125,"currency":"USD"}` |
| pricing.transparent | - | yes |
| reliability.sla_pct | 99.9 | - |
| reliability.status_page | yes | yes |
| security.certifications | `[{"name":"SOC 2 Type II","level":"Type II","status":"active"}]` | - |
| security.disclosure_policy | - | yes |
| security.gdpr | yes | yes |
| security.hipaa | yes | yes |
| security.pci | yes | - |
| security.soc2 | yes | yes |
| security.trust_center | https://www.gladly.ai/blog/importance-of-soc-2-type-ii-compliance-in-cx/ | https://www.salesforce.com/platform/security-center/ |

## Capabilities (Customer Support)

| Capability | Gladly | Salesforce Service Cloud |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | ✓ | ✓ |
| Shared inbox | ✓ | - |
| Omnichannel (email+chat+social+voice) | ✓ | ✓ |
| Voice / telephony | ✓ | ✓ |
| **Self-service** |  |  |
| Self-service knowledge base | ✓ | - |
| **Automation** |  |  |
| SLAs, triggers & routing | ✓ | - |
| Automation / macros | ✓ | - |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | ✗ | - |
| **Extensibility** |  |  |
| Public API | ✓ | ✓ |
| **Pricing** |  |  |
| Free tier | ✗ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T20:01:46.326Z. "-" = undocumented, not absent.*