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Customer Support · head to head

Salesforce Service Cloud vs Yellow.ai

Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
Yellow.ai logo

Yellow.ai

Live Chat & Chatbots

Enterprise AI platform for customer experience

From
On request
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; Yellow.ai free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • They diverge on capability: Salesforce Service Cloud covers Case management, Yellow.ai covers AI chatbots.

Where they differ

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

Attributes where Salesforce Service Cloud and Yellow.ai differ
AttributeSalesforce Service CloudYellow.ai
Starting price$25/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging apps, Voice assistants
CategoryCustomer SupportLive Chat & Chatbots
Founded19992016

Identical on both: pricing model (subscription), free tier (No), 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
  • MuleSoft

Only in Yellow.ai

  • AI chatbots
  • NLU capabilities
  • Multi-channel support
  • Analytics dashboard
  • Zendesk
  • Salesforce
  • HubSpot
  • Mobile support

Both cover

  • Slack
  • Web support

What people use each for

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

Salesforce Service Cloud

  • Enterprise customer servicenot Yellow.ai
  • Field servicenot Yellow.ai
  • Self-service portalsnot Yellow.ai
  • AI-powered supportnot Yellow.ai

Yellow.ai

  • Businesses wanting to trial an AI chat agent before committing to per-resolution or enterprise billingnot 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

Yellow.ai

  • Free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • Enterprise plan pricing is not published and requires contacting sales for a custom quote
  • Basic plan pricing is not disclosed on the pricing page either, only feature details

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

Yellow.ai

On request
  • Starter$150/month
    • AI chatbot
    • 1 integration
  • Professional$400/month
    • Multi-channel
    • Advanced analytics
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated team

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 Yellow.ai if

  • You need ai chatbots.
  • You work on Web, Mobile, Messaging apps, Voice assistants.
  • You also want nlu capabilities.
Yellow.ai review

Questions people ask

Is Salesforce Service Cloud or Yellow.ai better?
Neither clearly leads. Salesforce Service Cloud starts at $25/month and Yellow.ai at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud or Yellow.ai?
Salesforce Service Cloud starts at $25/month and Yellow.ai at On request.
Does Salesforce Service Cloud or Yellow.ai run on more platforms?
Salesforce Service Cloud runs on Web, Ios, Android. Yellow.ai runs on Web, Mobile, Messaging apps, Voice assistants.
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 Yellow.ai is typically brought in for.
What can Salesforce Service Cloud do that Yellow.ai cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Yellow.ai covers AI chatbots, NLU capabilities, Multi-channel support, Analytics dashboard. Both handle Slack, Web support.
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