Compare Salesforce Service Cloud vs. Groove

Specific firms need different types of Help Desk Software. To understand well which service meets your requirements, consider comparing various alternatives feature by feature along with their terms and prices. Similarly, you can get a quick idea of their general effectiveness and customer feedback by having a look at our smart scoring system. The results are: Groove (7.0) vs. Salesforce Service Cloud (9.3) for general quality and functionality; Groove (98%) vs. Salesforce Service Cloud (97%) for user satisfaction rating. Analyze their high and weak points and see which software is a more sensible choice for your company. One simple but effective tip is to write the advantages and disadvantages of both services side by side and find out which app has more benefits. We did our best to prepare reviews of all popular Customer Support Software services offered out there, but among all the ones we reviewed these three caught our special attention: Freshdesk, Zendesk, Samanage.

Salesforce Service Cloud




Salesforce Service Cloud screenshot Groove screenshot
Pricing Details


Our Score

9.3 ?

Our Score

7.0 ?

Client Satisfaction

Client Satisfaction

Client Satisfaction

97% ?

Client Satisfaction

98% ?





Pricing Model

Pricing Model

Monthly payment Freemium | Monthly payment
Full Review

Full Review

General Description

General Description

Service Cloud customer service software gives you faster, smarter customer support.
Everything you need to deliver awesome, personal customer service.
Easy Links
Customer Support

Customer Support

Ticket Training
Ticket Training
Contact Address

Contact Address

The Landmark at One Market, Suite 300
San Francisco, CA 94105
449 Thames Street Newport, RI 02840 United States


Salesforce Service Cloud supports integrations with the following business systems and applications:

  • Planyo
  • SumTotal Maestro
  • SmarterU LMS
  • Freshdesk
  • FinancialForce HCM
  • InGenius
  • Fathom Voice
  • ExpertusOne
  • Vocalcom
  • Intuit QuickBase
  • FinancialForce Accounting
  • SightCall
  • Five9
  • Radian6

Groove add-ons:

  • Groove for iOS
  • Knowledge Base
  • Support Widget
  • Satisfaction Ratings
  • Custom Profile Apps
  • Webhooks

Third-party help desk integrations:

  • Slack
  • Olark
  • HipChat
  • Snap Engage
  • Twitter
  • Facebook
  • Zapier
  • MailChimp
  • Campaign Monitor
  • Constant Contact
  • Highrise
  • Batchbook
  • Zoho
  • Capsule
  • Nimble
Languages Supported

Languages Supported

English English
Popular Clients

Popular Clients

Stanley Black & Decker, Sprouts, Coca-Cola, Activision, Spotify, Aldo, TravelPony, AppFigures
Pricing Info

Pricing Info

Lightning Essentials – $25/user per month (billed annually)

  • Chatter
  • Salesforce Mobile App
  • Files
  • Topics and Recommendations
  • Case Auto-Assignment
  • Web and Email Case Capture
  • Case Email Auto-Response
  • Case Escalation Rules and Queues
  • 1 Service Console App
  • Omni-Channel Routing (Basic)
  • Omni-Channel Supervisor
  • Lead-Contact Account Management
  • Social Customer Service Starter Pack
  • Work Order Management
  • Asset Management and Product Tracking
  • Customizable Reports and Dashboards
  • Opportunity Tracking
  • Track key details about every deal
  • Task Management, Activity Feed
  • Email Integration with Outlook
  • Google Apps Integration
  • Custom Profiles and Page Layouts
  • Lightning App Builder
  • AppExchange App Integration
  • Email Templates
  • Data Storage Per User
  • File Storage Per User
  • Standard Success Plan
  • Online Case Submission (Two-Day Response)

Lightning Professional – $75/user per month (billed annually)

  • All Essentails features, plus:
  • Omni-Channel Supervisor
  • Case Milestone Tracker
  • CTI Integration
  • Orders Management
  • Service Contracts and Entitlements
  • Work Order Management
  • Asset Management and Product Tracking
  • 5 Process Builder (Processes Per Org)
  • Unlimited Custom Applications
  • 3 Record Types (Per Object)
  • 2 Roles and Permissions

Lightning Enterprise – $150/user per month (billed annually)

  • All Professional features, plus:
  • Salesforce Identity
  • Workflow and Approval Automation
  • Offline Access
  • Web Services API
  • 1 Partial Sandbox

Lightning Unlimited – $300/user per month (billed annually)

  • All Enterprise features, plus:
  • Knowledge (Read-Write)
  • Snap-Ins for Live Agent Chat
  • Developer Pro Sandbox
  • 1 Full Sandbox
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Groove Free includes:

  • Email ticket management
  • Collaboration features
  • Common replies
  • Customer history

Groove Plus ($15 per month) includes:

  • Everything from groove free
  • Unlimited mailboxes
  • Reporting and analytics
  • Automated workflows
  • Email tracking
  • White label
  • Groove add-ons
  • Groove 3rd party apps
  • Social media integrations
  • Developer API
Vendor Email

Vendor Email

Pricing Details

Pricing Details

Learn more about Salesforce Service Cloud pricing Learn more about Groove pricing
Devices Supported

Devices Supported

Windows Mobile
Types of Customers

Types of Customers

Small Business | Large Enterprises | Medium Business | Freelancers Small Business | Medium Business


Salesforce Service Cloud FEATURES

  • Goals, coaching, and rewards for teams
  • Dynamic Knowledgebase
  • Live Agent Web Chat
  • Contract & Entitlement Management
  • Workflow & Approval Automation
  • Agent & Team Collaboration
  • Social Integration
  • Web & Email Case Capture
  • APIs
  • Case Management (Auto-assignment, rules & queues)
  • CTI Integration
  • Asset Management & Product Tracking
  • Role Permissions
  • Customizable Reporting & Analytics
  • Multi-Lingual
  • Customizable Agent Console
  • Mobile
  • Self-Service Community


  • Ticket management system
  • Private notes
  • Multiple mailboxes
  • Email signatures
  • Merging tickets
  • Customer support history
  • Mailbox permissions
  • File attachments
  • Mass actions
  • Ticket priorities
  • Editable contact details
  • Log phone calls
  • Custom profiles
  • Custom outgoing settings
  • Forwarding emails
  • Updating tickets via email
  • Rules
  • Labels
  • Auto replies
  • Collision detection
  • Common replies
  • Reporting
  • Satisfaction ratings
  • Label trends
  • Average reply time
  • Average handle time
  • Top canned replies
  • Knowledge base reporting
  • Self-help success
  • Article usefulness
  • Top searches
  • Top articles
  • Groove add-ons
  • Online support widget
  • Third-party integrations
  • Knowledge base
  • Live chat
Contact No.

Contact No.

+1-800-667-6389 48 587415949
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Popular Alternatives

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Both Groove and Salesforce Service Cloud were reviewed by a team of independent SaaS experts who conducted a detailed analysis of all core aspects of each product. Their final score was calculated by means of unique SmartScore algorithm that gives an individual partial score to every component like: main features, customer support, mobile device support, security, customer satisfaction and market presence. Here at FinancesOnline we are aware that useful features are not the only aspect important to a company so we make an effort to pay attention to all aspects of a app before coming up with its final score.