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June 6, 2024
XX min read

Salesforce Service Cloud vs Gladly


When it comes to customer service, having the right tools can make a significant difference in efficiency, customer satisfaction, and agent productivity. Two popular options in the ticketing tools category are Salesforce Service Cloud and Gladly.

Salesforce Service Cloud is renowned as the world's #1 AI platform for service. It integrates trusted AI and data on a single platform, enabling companies to quickly adopt AI and transform their service operations. This comprehensive solution drives efficiency and reduces costs across various touchpoints such as self-service experiences, engagement, processes, automation, and operations.

On the other hand, Gladly distinguishes itself as a customer service platform focusing on radically personalized experiences. Rather than organizing support around cases or tickets, Gladly centers on people, providing agents with a lifelong, channel-independent conversation history. This approach helps brands build lasting connections and enhance customer loyalty. Companies like Ralph Lauren, Allbirds, Bombas, Crate&Barrel, Ulta Beauty, and Warby Parker have leveraged Gladly to boost customer brand loyalty and agent efficiency.

Choosing the right tool depends on multiple factors, such as business needs, current infrastructure, and desired customer service approach. This comparison aims to help you understand the similarities, differences, pros, cons, and unique features of Salesforce Service Cloud and Gladly, so you can make an informed decision about which tool is best for your needs.

Salesforce Service Cloud Overview

Key Features

  • AI and Automation: Salesforce Service Cloud offers advanced AI capabilities through its Einstein AI, which assists in case classification, routing, and even provides agent assistance. Automation features streamline various service processes, reducing manual effort and improving response times.
  • Omni-Channel Support: It integrates multiple channels, including email, phone, chat, social media, and more, allowing agents to manage all interactions from a single interface.
  • Case Management: Provides robust case management tools allowing agents to track issues, manage workflows, and ensure timely resolutions.
  • Self-Service: Offers a self-service portal that empowers customers to find answers on their own through a comprehensive knowledge base.
  • Reporting and Analytics: Advanced reporting and dashboard features allow for deep insights into performance metrics, helping teams optimize their operations.
  • Integration: Seamlessly integrates with other Salesforce products and third-party applications, providing a unified experience across different business functions.
  • Mobile Support: Offers mobile capabilities that enable agents and managers to access the platform on-the-go, maintaining productivity regardless of their location.
  • Customization: Highly customizable to fit the workflow and specific needs of different organizations.

Gladly Overview

Key Features

  • People-Centric Approach: Unlike traditional ticketing systems, Gladly arranges customer service around individuals rather than cases or tickets. This ensures agents have complete context of previous interactions.
  • Unified Customer Timeline: Provides a continuous conversation history across all channels, making interactions seamless and more personalized.
  • Omni-Channel Support: Supports multiple communication channels including email, chat, voice, SMS, and social media, all accessible from a single interface.
  • Agent Empowerment: Gladly is designed to turn agents into customer service heroes by providing all the information and tools they need in one place, enabling them to offer exceptional service.
  • Self-Service: Includes features that allow customers to find answers and resolve issues independently.
  • Integration: Integrates with popular CRM systems, e-commerce platforms, and various third-party applications to enhance operational capabilities.
  • Reporting and Analytics: Provides insightful analytics and reporting tools to measure performance and inform strategic decisions.
  • Collaboration Tools: Built-in collaboration features enable agents to work together efficiently to resolve customer issues.


  • Omni-Channel Support: Both Salesforce Service Cloud and Gladly offer robust support for various communication channels such as email, chat, social media, and phone, ensuring a seamless customer experience across touchpoints.
  • Self-Service: Both platforms include self-service capabilities that allow customers to resolve issues independently through comprehensive knowledge bases.
  • Agent Productivity Tools: Tools to boost agent productivity are central to both platforms, including AI and automation in Salesforce Service Cloud and centralized customer contexts in Gladly.
  • Integration Capabilities: Both solutions offer extensive integration options, allowing businesses to connect their customer service tools with other critical systems such as CRM, ERP, and third-party applications.
  • Customization: Both platforms provide customization options to align with specific workflows and business needs.


  • AI Focus: Salesforce Service Cloud heavily emphasizes AI functionalities through its Einstein AI. This includes capabilities such as predictive analytics, automated case classification, and even AI-driven agent assistance.
  • Customer-Centric Approach: Gladly differentiates itself with its radically personal approach, focusing on individual customers rather than discrete cases or tickets. This offers a more continuous and personalized interaction history.
  • Platform Ecosystem: Salesforce Service Cloud is part of the broader Salesforce ecosystem, which could be advantageous for companies already using other Salesforce products. Gladly, while integrating well with various systems, does not have such a broader native ecosystem.
  • Customization and Flexibility: Salesforce Service Cloud offers extensive customization options through its platform, but this can require significant admin and development resources. Gladly provides a straightforward, user-friendly interface that's designed to be intuitive and easy to customize with minimal technical support.
  • Target Audience: Salesforce Service Cloud is often favored by larger enterprises seeking robust, scalable solutions. Gladly appeals to brands focused on delivering highly personalized customer experiences.

Pros and Cons

Salesforce Service Cloud

  • Pros:
  • Advanced AI capabilities that provide predictive insights and automation.
  • Strong omni-channel support integrating multiple communication channels.
  • Comprehensive case management features.
  • Seamless integration with other Salesforce products.
  • Extensive reporting and analytics tools.
  • Scalable and highly customizable for varied business needs.
  • Cons:
  • Can be complex to set up and configure, requiring significant admin/development resources.
  • Higher cost, which might not be feasible for smaller businesses.
  • May have a steeper learning curve for new users.


  • Pros:
  • Personal, people-centered approach focuses on customer relationships.
  • Unified conversation history provides context for every interaction.
  • Easy-to-use interface with minimal customization required.
  • Supports a wide range of communication channels.
  • Designed to empower agents, enhancing their ability to deliver exceptional service.
  • Cost-effective for mid-size businesses focused on improving customer loyalty.
  • Cons:
  • May not offer the same level of AI-driven automation as Salesforce Service Cloud.
  • Lack of a broader native ecosystem compared to Salesforce.
  • Might not be suitable for larger enterprises requiring a highly customizable, scalable solution.

Use Cases

  • Ideal scenarios for Salesforce Service Cloud:
  • Large enterprises seeking a robust, scalable solution that integrates multiple communication channels and offers extensive customization.
  • Organizations invested in the Salesforce ecosystem and looking to leverage advanced AI for predictive insights and automation.
  • Companies with complex service operations requiring comprehensive case management and detailed analytics.

  • Ideal scenarios for Gladly:
  • Mid-size businesses looking to provide highly personalized customer service experiences and build strong customer relationships.
  • Brands focusing on customer loyalty and seeking a platform that provides a unified, people-centric conversation history.
  • Companies that prefer a straightforward, user-friendly interface with minimal configuration and setup time.


Choosing between Salesforce Service Cloud and Gladly depends on your specific business needs, size, and service strategy. Salesforce Service Cloud excels in delivering a robust, AI-powered platform with extensive customization, making it ideal for larger enterprises with complex service requirements. Its integration with the broader Salesforce ecosystem is a definitive advantage for companies already using other Salesforce products.

On the other hand, Gladly's people-centric approach and unified conversation history make it a compelling choice for businesses aiming to build strong, lasting customer relationships. Its intuitive interface and minimal setup requirements also make it an attractive option for mid-size companies focused on enhancing customer loyalty and agent empowerment.

In summary, if your business prioritizes advanced AI capabilities, extensive customization, and integration with a broad ecosystem, Salesforce Service Cloud is likely the better fit. However, if your focus is on delivering personalized customer experiences and you need a user-friendly, efficient platform, Gladly may be the ideal choice. Consider your specific needs and goals to determine which tool will best support your customer service strategy.

Key takeaways 🔑🥡🍕

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