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PagerDuty vs Salesforce Service Cloud

PagerDuty logo

PagerDuty

Software

Real-time operations for real-time business

From
$21/month
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: PagerDuty aIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: PagerDuty covers Incident response, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which PagerDuty and Salesforce Service Cloud actually diverge.

Attributes where PagerDuty and Salesforce Service Cloud differ
AttributePagerDutySalesforce Service Cloud
Starting price$21/month$25/month
Pricing modelUnknownsubscription
PlatformsWeb, Ios, Android, ApiWeb, Ios, Android
Founded20091999

Identical on both: free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in PagerDuty

  • Incident response
  • On-call management
  • Alert grouping
  • Escalation policies
  • Mobile incident management
  • Postmortems
  • Status pages
  • Event intelligence

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • MuleSoft

Both cover

  • Slack
  • SOC2
  • ISO27001
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

PagerDuty

  • Incident managementnot Salesforce Service Cloud
  • On-call schedulingnot Salesforce Service Cloud
  • Real-time alertingnot Salesforce Service Cloud
  • Service reliabilitynot Salesforce Service Cloud
  • Digital operationsnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot PagerDuty
  • Field servicenot PagerDuty
  • Self-service portalsnot PagerDuty
  • AI-powered supportnot PagerDuty

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

PagerDuty

  • AIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • Complex escalation policies require workarounds for scheduling patterns beyond basic weekly rotations
  • 5-user minimum requirement forces costs even for small teams, with forced Business tier upgrades adding $12,000+ annually for larger teams

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

PagerDuty

$21/month

No published plan breakdown. See the PagerDuty review.

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Which should you pick?

Choose PagerDuty if

  • You need incident response.
  • You work on Web, Ios, Android, Api.
  • You also want on-call management.
PagerDuty review

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is PagerDuty or Salesforce Service Cloud better?
Neither clearly leads. PagerDuty starts at $21/month and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, PagerDuty or Salesforce Service Cloud?
PagerDuty starts at $21/month and Salesforce Service Cloud at $25/month.
Does PagerDuty or Salesforce Service Cloud run on more platforms?
PagerDuty runs on Web, Ios, Android, Api. Salesforce Service Cloud runs on Web, Ios, Android.
What is PagerDuty best used for?
PagerDuty is most often used for incident management, on-call scheduling, real-time alerting, service reliability. Of those, incident management and on-call scheduling are not what Salesforce Service Cloud is typically brought in for.
What can PagerDuty do that Salesforce Service Cloud cannot?
PagerDuty covers Incident response, On-call management, Alert grouping, Escalation policies. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Slack, SOC2, ISO27001, HIPAA.

Answered from the vendors’ own pages

PagerDuty: What is the minimum cost to use PagerDuty?

PagerDuty requires a minimum of 5 users per account. The Professional plan starts at $21 per user per month ($105/month minimum), with annual billing providing 16% discount.

Source
PagerDuty: What integrations does PagerDuty support?

PagerDuty integrates with 750+ monitoring, ticketing, and collaboration tools including Datadog, Slack, Jira, ServiceNow, New Relic, and Nagios.

Source
PagerDuty: How much does AIOps cost in PagerDuty?

AIOps Intelligence is sold separately as an add-on starting at $699 per month, and is not included in any of the base plans.

Source
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