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Salesforce Service Cloud vs SugarCRM Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 29, 2025

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

Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
53
Ranking in other categories
Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
SugarCRM Platform
Ranking in CRM Customer Engagement Centers
8th
Average Rating
7.0
Reviews Sentiment
6.4
Number of Reviews
12
Ranking in other categories
CRM (24th), Marketing Automation (7th), Sales Force Automation (5th)
 

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 16.8%, up from 15.8% compared to the previous year. The mindshare of SugarCRM Platform is 2.2%, down from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
Styliana Araouzou - PeerSpot reviewer
Customizable, easy to configure, and reliable
My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

Quotes from Members

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

Pros

"It is a stable product."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The plug-ins that work with other standard systems have made the product industry-ready."
"In terms of visibility to my boss and the team, it does help a lot."
"Nobody can compete with Salesforce Service Cloud's scalability."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"We are very happy with the support team from Salesforce."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"It works well with Jira. You can customize it to fit your needs."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable aspect of this solution is its low cost."
"It has sales email campaigns, plus integration with Active Directory."
 

Cons

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."
"The governor limits are a troubling feature of Salesforce"
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"The solution could continue improving its artificial intelligence capabilities."
"It is kind of a struggle to get a report that shows something you want it to show."
"There is room for improvement in pricing."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"You cannot include all your entities under one instance at the moment."
"I would like to see more integration on a mobile platform in the next release."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
 

Pricing and Cost Advice

"Salesforce Service Cloud is a highly expensive solution"
"Salesforce is very cost-effective."
"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 tool is pretty expensive."
"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."
"The solution is priced at 50 dollars a month per user."
"Salesforce is not a cheap product. It can be expensive."
"Licensing fees are paid on a yearly basis."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Computer Software Company
11%
Educational Organization
9%
Manufacturing Company
9%
Engineering Company
17%
Educational Organization
14%
Computer Software Company
14%
Real Estate/Law Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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.
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.
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.
What do you like most about Sugar Enterprise?
The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.
What is your experience regarding pricing and costs for Sugar Enterprise?
All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.
What needs improvement with Sugar Enterprise?
The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...
 

Also Known As

Service Cloud
No data available
 

Overview

 

Sample Customers

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
Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
Find out what your peers are saying about Salesforce Service Cloud vs. SugarCRM Platform and other solutions. Updated: June 2025.
860,168 professionals have used our research since 2012.