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Customer Support · head to head

Salesforce Service Cloud vs SAP Concur

Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
SAP Concur logo

SAP Concur

Accounting & Finance

Travel, expense, and invoice management

From
$29/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real 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; SAP Concur listed on UK G-Cloud 14 at £0.21 to £9.70 per unit for SAP Concur Travel & Expense Professional Edition, submitted directly by SAP Concur, with the unit and billing period not further defined on the listing
  • They diverge on capability: Salesforce Service Cloud covers Case management, SAP Concur covers Expense management.

Where they differ

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

Attributes where Salesforce Service Cloud and SAP Concur differ
AttributeSalesforce Service CloudSAP Concur
Starting price$25/month$29/month
CategoryCustomer SupportAccounting & Finance
Founded19991993

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated).

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 Salesforce Service Cloud

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

Only in SAP Concur

  • Expense management
  • Travel booking
  • Invoice processing
  • Spend analytics
  • Policy compliance
  • SAP
  • Oracle
  • Workday

Both cover

  • Web support
  • Ios support
  • Android support

What people use each for

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

Salesforce Service Cloud

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

SAP Concur

  • Enterprise expense managementnot Salesforce Service Cloud
  • Corporate travelnot Salesforce Service Cloud
  • Invoice processingnot Salesforce Service Cloud

Where each one falls short

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

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

SAP Concur

  • Listed on UK G-Cloud 14 at £0.21 to £9.70 per unit for SAP Concur Travel & Expense Professional Edition, submitted directly by SAP Concur, with the unit and billing period not further defined on the listing

Pricing, plan by plan

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

SAP Concur

$29/month
  • Professional$8/month
    • Expense reporting
    • Receipt capture
    • Approvals
  • Premium$12/month
    • Travel booking
    • Invoice management
    • Analytics

Which should you pick?

Choose Salesforce Service Cloud if

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

Choose SAP Concur if

  • You need expense management.
  • You work on Web, Ios, Android.
  • You also want travel booking.
SAP Concur review

Questions people ask

Is Salesforce Service Cloud or SAP Concur better?
Neither clearly leads. Salesforce Service Cloud starts at $25/month and SAP Concur at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud or SAP Concur?
Salesforce Service Cloud starts at $25/month and SAP Concur at $29/month.
Does Salesforce Service Cloud or SAP Concur run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Salesforce Service Cloud best used for?
Salesforce Service Cloud is most often used for enterprise customer service, field service, self-service portals, ai-powered support. Of those, enterprise customer service and field service are not what SAP Concur is typically brought in for.
What can Salesforce Service Cloud do that SAP Concur cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. SAP Concur covers Expense management, Travel booking, Invoice processing, Spend analytics. Both handle Web support, Ios support, Android support.
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