OpenText Legal Knowledge Management vs Salesforce Service Cloud comparison

OpenText and Salesforce are both solutions in the Knowledge Management Software category. OpenText is ranked #31, while Salesforce is ranked #3 with an average rating of 8.3. OpenText holds a 0.2% mindshare in KMS, compared to Salesforce’s 4.4% mindshare. Additionally, 100% of OpenText users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

OpenText Legal Knowledge Ma...

Read 1 OpenText Legal Knowledge Management review

134 Views
40 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,451 Views
145 Comparison Views

96% willing to recommend

OpenText Legal Knowledge Ma...

Salesforce Service Cloud

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Executive SummaryUpdated on Jun 19, 2025

Salesforce Service Cloud and OpenText Legal Knowledge Management cater to customer service and legal industry knowledge management, respectively. Salesforce Service Cloud shows an advantage in user satisfaction due to its pricing and support, while OpenText is preferred for its specialized legal features.

Features: Salesforce Service Cloud includes advanced customer support tools, automation, and AI-driven analytics. It offers a broad feature set for customer interaction. OpenText Legal Knowledge Management provides document management, legal research capabilities, and focuses on legal specificity.

Ease of Deployment and Customer Service: Salesforce Service Cloud is known for quick implementation and responsive customer support, allowing seamless integration into businesses. It provides flexible deployment options. OpenText Legal Knowledge Management, though thorough in onboarding, may require more time to integrate due to its specialization in legal workflows.

Pricing and ROI: Salesforce Service Cloud requires higher upfront investment but achieves quicker ROI due to adaptability across industries. OpenText Legal Knowledge Management often involves lower initial costs, with ROI developing over time as it meets legal-specific needs.

To learn more, read our detailed Knowledge Management Software Report (Updated: July 2025).

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Knowledge Management Software

July 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

OpenText Legal Knowledge Ma...

Ranking in Knowledge Management Software

31st

Average Rating

10.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Indexing and Search (17th)

Salesforce Service Cloud

Ranking in Knowledge Management Software

3rd

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of July 2025, in the Knowledge Management Software category, the mindshare of OpenText Legal Knowledge Management is 0.2%, down from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.4%, up from 3.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

reviewer1719999

Vice President at a tech services company with 11-50 employees

Frequent updates, highly stable, and robust

We have had thousands of users, the solution is highly scalable. We have had a large installation of OpenText Decisiv and there were approximately 6,000 users. The user's roles vary, such as records managers. Additionally, depending on the organization, a lot of our clients are in the federal government which they have different types of roles, but most of them are end-users. They're searching for documents or the records that are in their repository, there are document producers, but most people are searching.

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MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature of OpenText Decisiv is they are always improving."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The interface is quite user-friendly."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"In terms of visibility to my boss and the team, it does help a lot."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

More Salesforce Service Cloud pros

Cons

"OpenText Decisiv is difficult to do customization. They need to improve this."

"The solution's integration with the main ERP is a little cumbersome."

"The documentation could be improved."

"The pricing of the solution can be made cheaper."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"The price of the solution can vary drastically because it depends on the modules that a client using. There is an additional cost of approximately 25% for maintenance."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce Service Cloud is a bit expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The solution is priced at 50 dollars a month per user."

"The price of the solution depends on how many users need access to it"

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The tool is pretty expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

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What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

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What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

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Product Reports

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Indexing and Search

June 2025

OpenText Legal Knowledge Management report

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Buyer's Guide

Salesforce Service Cloud

June 2025

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Also Known As

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Service Cloud

Overview

OpenText Legal Knowledge Management offers a comprehensive solution for effectively managing legal information, empowering professionals with streamlined access and enhanced decision-making capabilities.

This platform enhances information governance by centralizing legal data, enabling efficient retrieval and storage. It provides a collaborative environment that supports legal teams in managing case files and resources, facilitating seamless knowledge sharing. The integration capabilities ensure smooth workflows and elevate productivity standards for legal departments.

What are the key features of OpenText Legal Knowledge Management?

Centralized Repository: Securely store and manage legal documents in one location.
Collaboration Tools: Enhance team communication with shared access and editing capabilities.
Advanced Search: Quickly retrieve relevant documents and cases using powerful search functions.
Integration: Seamlessly connects with existing legal and business applications.

What benefits should users expect when evaluating OpenText Legal Knowledge Management?

Increased Efficiency: Streamlined processes that save valuable time.
Improved Decision-Making: Access comprehensive data for informed legal strategies.
Cost Reduction: Optimize resource use and reduce document handling costs.
Enhanced Team Collaboration: Facilitate better workflow with integrated communication.

OpenText Legal Knowledge Management is implemented across industries like finance and healthcare, providing expertise in accessing critical legal documents while ensuring compliance and regulatory standards are met. Its versatility allows adaptation to industry-specific requirements, making it a valuable tool for diverse legal environments.

OpenText

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Hyatt

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

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July 2025

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