Compare KANA Enterprise, Salesforce Service Cloud, and Microsoft Dynamics 365 for Sales (formerly Dynamics CRM)
 KANA Enterprise 3.8 Based on 11 reviews |  Salesforce Service Cloud 4.1 Based on 1,464 reviews Optimized for quick response |  Microsoft Dynamics 365 for Sales (formerly Dynamics CRM) 3.7 Based on 935 reviews |
Pricing
| ‐ | Salesforce Service Essentials $ 25 USD Per user/month (billed annually) | Customer Engagement Plan $115 /month per user | |
| ‐ | Lightning Professional $ 75 USD Per user/month (billed annually) | Dynamics 365 Plan $210 /month per user | |
| ‐ | Lightning Enterprise $ 150 USD Per user/month (billed annually) | Unified Operations Plan $190 /month per user | |
| ‐ | Lightning Unlimited $ 300 USD Per user/month (billed annually) | ‐ | |
Free Trial | Free Trial | Free Trial |
Ratings
| Meets Requirements | 8.2 (Based on 11 reviews) | 8.6 (Based on 1,310 reviews) | 8.1 (Based on 840 reviews) |
| Ease of Use | 8.5 (Based on 11 reviews) | 8.2 (Based on 1,312 reviews) | 7.5 (Based on 846 reviews) |
| Ease of Setup | 6.8 (Based on 7 reviews) | 7.7 (Based on 575 reviews) | 7.2 (Based on 249 reviews) |
| Ease of Admin | 7.0 (Based on 7 reviews) | 8.1 (Based on 580 reviews) | 7.7 (Based on 242 reviews) |
| Quality of Support | 7.8 (Based on 8 reviews) | 8.2 (Based on 1,153 reviews) | 7.6 (Based on 730 reviews) |
| Ease of Doing Business With | 7.0 (Based on 5 reviews) | 8.5 (Based on 565 reviews) | 7.8 (Based on 237 reviews) |
| Product Direction (% positive) | 7.1 (Based on 11 reviews) | 8.0 (Based on 1,292 reviews) | 6.5 (Based on 835 reviews) |
Reviewers' Company Size
Small-Business (50 or fewer emp.) | 0.0% | 25.3% | 30.7% |
Mid-Market (51-1000 emp.) | 10.0% | 41.1% | 39.0% |
Enterprise (> 1000 emp.) | 90.0% | 33.6% | 30.3% |
Reviewers' Industry
Information Technology and Services 18.8% | Information Technology and Services 14.6% | Information Technology and Services 11.0% | |
Telecommunications 12.5% | Computer Software 14.5% | Computer Software 6.7% | |
Retail 12.5% | Internet 8.3% | Retail 5.0% | |
Outsourcing/Offshoring 12.5% | Hospital & Health Care 3.6% | Marketing and Advertising 4.0% | |
Insurance 12.5% | Financial Services 3.4% | Financial Services 4.0% | |
Other 31.3% | Other 55.5% | Other 69.2% |
Reviews
| Most Helpful Favorable Review | Joshua P. K. Administrator in Consumer Electronics Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily... | G2 Crowd User in Online Media Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party... | Gabriela B. User This tool, is like a team working at once in different departments, has artificial intelligence, accounts with the tools of office (Word, Excel, Power Point) to be part of the pros for you and your team, with which you can make month-end closing, among... |
| Most Helpful Critical Review | G2 Crowd User in Financial Services The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once. | G2 Crowd User in Electrical/Electronic Manufacturing Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup | G2 Crowd User We have spent US$20k developing this over the past 2yrs. Subscriptions began @ £27.50 and have suddenly jumped to £42.50 per user far from our original budget though now I guess we are committed as they roped us in nicely. Also we constantly get downtime... |
