# Agentforce Service (formerly Salesforce Service Cloud) vs Customer Experience Solutions Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in user satisfaction, boasting a significantly higher overall score compared to Customer Experience Solutions. Users appreciate its intuitive interface, noting that their teams quickly adapted to the platform with minimal training, which enhances daily operations.
- **Users say** that while Customer Experience Solutions offers a user-friendly design, it struggles with the depth of features compared to Agentforce Service. Reviewers highlighted the importance of having a comprehensive tool for managing customer interactions, which Agentforce provides effectively through its integrated platform.
- **According to verified reviews** , Agentforce Service shines in its ability to streamline field operations, particularly in scheduling and dispatching. Users have praised how it consolidates various tasks into one platform, making it easier to manage technician schedules and customer tickets.
- **Reviewers mention** that Customer Experience Solutions is appreciated for its simplicity and quick response times, making it a good choice for businesses looking for straightforward solutions. However, some users feel it lacks the advanced capabilities that Agentforce Service offers, particularly in leveraging AI for customer interactions.
- **Users highlight** that Agentforce Service's transition to autonomous AI agents has been a game-changer, allowing for more contextual and effective customer service. This feature has been particularly well-received, as it enhances the quality of interactions compared to the more static solutions offered by Customer Experience Solutions.
- **G2 reviewers note** that while both products cater to the mid-market segment, Agentforce Service has a more extensive user base and a wealth of recent feedback, indicating a robust community and ongoing support. This contrasts with Customer Experience Solutions, which has fewer reviews and less recent activity, suggesting potential concerns about its current relevance in the market.



| | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 7,357 | 33 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (40.6% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1705 reviews)
- Features (1497 reviews)

Cons:
- Complexity (912 reviews)
- Learning Curve (787 reviews)

### Customer Experience Solutions

**Not enough data**

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2858 reviews) | 9.4 (30 reviews) | 
  | **Ease of Use** | 8.4 (5480 reviews) | 9.4 (30 reviews) | 
  | **Ease of Setup** | 7.9 (4233 reviews) | 9.7 (17 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 9.3 (17 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 9.2 (29 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 9.5 (17 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 9.6 (29 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### Customer Experience Solutions

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Customer Experience Solutions** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1279 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1187 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1075 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (78 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Customer Experience Solutions** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 138 |
| **Customer Experience Solutions** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |
| **Customer Experience Solutions** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (208 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (206 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Customer Experience Solutions** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Customer Experience Solutions** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | Not enough data | 
| **Social** | 7.4 (270 reviews) | Not enough data | 
| **Web Chat** | 7.9 (276 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (267 reviews) | Not enough data | 
| **Email** | 8.8 (283 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (269 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (259 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (256 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (257 reviews) | Not enough data | 
| **IVR** | 7.2 (261 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (263 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### Digital Signage

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customer Experience Solutions** | N/A | N/A |

#### Platform Basics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Remotely Content Management** | Not enough data | Not enough data | 
| **Content Scheduling** | Not enough data | Not enough data | 
| **Multi-User Access** | Not enough data | Not enough data | 

#### Platform Content

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Media Formats** | Not enough data | Not enough data | 
| **Media Editor** | Not enough data | Not enough data | 

#### Platform Interoperability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Hardware** | Not enough data | Not enough data | 

#### Platform Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Screen Grouping** | Not enough data | Not enough data | 
| **Asset Management Integration** | Not enough data | Not enough data | 
| **Network Reporting** | Not enough data | Not enough data | 

#### Agentic AI - Digital Signage

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 

### Queue Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customer Experience Solutions** | 9.5/10 | 8 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **SMS Updates** | Not enough data | Not enough data | 
| **VIP Settings** | Not enough data | Not enough data | 
| **Multilanguage Support** | Not enough data | Not enough data | 

#### Reporting and Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Customer Information** | Not enough data | 9.5 (7 reviews) | 
| **Predictive Analytics** | Not enough data | 10.0 (5 reviews) | 
| **Clerk Performance Reports** | Not enough data | 9.4 (6 reviews) | 
| **Location-based Peformance Reports** | Not enough data | 10.0 (5 reviews) | 

#### Hardware

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Proprietary Hardware** | Not enough data | 9.0 (7 reviews) | 
| **Hardware Agnostic** | Not enough data | Feature Not Available | 
| **Digital Signage** | Not enough data | 8.8 (7 reviews) | 

#### Generative AI 

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 
| **AI Text-to-Video** | Not enough data | Not enough data | 
| **AI Text-to-3D** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Customer Experience Solutions** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customer Experience Solutions** | 9.1/10 | 9 |

#### Feedback Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Tagging** | Not enough data | 8.7 (5 reviews) | 
| **Segmentation** | Not enough data | 9.3 (5 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 9.8 (7 reviews) | 

#### Feedback Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 9.0 (5 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **NPS/CSAT Scoring** | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Online Reviews** | Not enough data | 8.9 (6 reviews) | 
| **Surveys** | Not enough data | Not enough data | 
| **Social Media** | Not enough data | Not enough data | 
| **Customer Service Channels** | Not enough data | Feature Not Available | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Customer Experience Solutions** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Online Appointment Scheduling

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customer Experience Solutions** | 9.1/10 | 8 |

#### Notifications

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Confirmations & Reminders** | Not enough data | 9.4 (8 reviews) | 
| **Appointment Follow-Up** | Not enough data | 9.3 (7 reviews) | 
| **Scheduling Notifications** | Not enough data | 9.4 (8 reviews) | 

#### Settings

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Time Zone Detection** | Not enough data | 9.0 (5 reviews) | 
| **Availability Settings** | Not enough data | 9.3 (7 reviews) | 
| **Blocked Time Settings** | Not enough data | 8.9 (6 reviews) | 

#### Personalization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Branding** | Not enough data | 8.8 (7 reviews) | 
| **Links** | Not enough data | 9.0 (5 reviews) | 

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Multi- Calendar Integration** | Not enough data | 9.3 (5 reviews) | 
| **Website Integration** | Not enough data | 8.7 (5 reviews) | 
| **Payment Acceptance** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Communication** | Not enough data | 9.2 (8 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Image** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 
| **AI Image-to-Text** | Not enough data | Not enough data | 

#### Agentic AI - Online Appointment Scheduling

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 185 |
| **Customer Experience Solutions** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.2/10 | 1017 |
| **Customer Experience Solutions** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.8 (162 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Customer Experience Solutions** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Customer Experience Solutions** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | Not enough data | 
| **Tickets** | 8.6 (266 reviews) | Not enough data | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | Not enough data | 
| **Social** | 8.4 (250 reviews) | Not enough data | 
| **Live Chat** | 8.5 (233 reviews) | Not enough data | 
| **Phone** | 8.6 (234 reviews) | Not enough data | 
| **Text** | 8.6 (216 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | Not enough data | 
| **Reporting** | 8.8 (267 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Customer Experience Solutions** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Customer Experience Solutions** | 8.6/10 | 11 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 8.9 (6 reviews) | 
| **AI Text Summarization** | Feature Not Available | 8.3 (6 reviews) | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | 8.2 (11 reviews) | 
| **Survey Deployment** | 8.3 (31 reviews) | 8.5 (10 reviews) | 
| **Feedback Collection** | 8.6 (31 reviews) | 9.5 (11 reviews) | 
| **Device Responsiveness** | 8.7 (31 reviews) | 8.2 (11 reviews) | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | 8.3 (10 reviews) | 
| **Trigger Alerts** | 8.4 (30 reviews) | 8.5 (10 reviews) | 
| **Real-Time Analysis** | 8.7 (31 reviews) | 8.5 (10 reviews) | 
| **Real-Time Action** | 8.6 (30 reviews) | 9.0 (10 reviews) | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | 8.5 (10 reviews) | 
| **System Monitoring** | 8.7 (30 reviews) | 8.7 (10 reviews) | 

### Appointment Reminder

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customer Experience Solutions** | 8.8/10 | 8 |

#### Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Standalone Booking** | Not enough data | 9.0 (7 reviews) | 
| **Integrated App** | Not enough data | Not enough data | 
| **SMS** | Not enough data | 8.8 (7 reviews) | 
| **Email** | Not enough data | 9.4 (8 reviews) | 
| **Voice** | Not enough data | 8.0 (5 reviews) | 
| **Confirmation and Cancellation** | Not enough data | 9.0 (7 reviews) | 

---
## Categories
**Shared Categories (1):** [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (13):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Customer Experience Solutions (5):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Queue Management Software](https://www.g2.com/categories/queue-management), [Appointment Reminder Software](https://www.g2.com/categories/appointment-reminder), [Online Appointment Scheduling Software](https://www.g2.com/categories/online-appointment-scheduling), [Digital Signage Software](https://www.g2.com/categories/digital-signage)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Customer Experience Solutions | 
|---|---|---|
| **Small-Business** | 18.7% | 25.0% | 
| **Mid-Market** | 42.8% | 40.6% | 
| **Enterprise** | 38.5% | 34.4% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Customer Experience Solutions

- **Information Technology and Services:** 31.3%
- **Banking:** 15.6%
- **Telecommunications:** 9.4%
- **Hospital & Health Care:** 9.4%
- **Individual & Family Services:** 6.3%
- **Education Management:** 6.3%
- **Real Estate:** 3.1%
- **Management Consulting:** 3.1%
- **Health, Wellness and Fitness:** 3.1%
- **Fine Art:** 3.1%
- **Other:** 9.4%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (462 reviews)
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### Alternatives to Customer Experience Solutions

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- [Brevo Marketing Platform](https://www.g2.com/products/brevo-marketing-platform/reviews) — 4.5/5 stars (2574 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Square Point of Sale](https://www.g2.com/products/square-point-of-sale/reviews) — 4.6/5 stars (1208 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [GReminders](https://www.g2.com/products/greminders/reviews) — 4.6/5 stars (694 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### Customer Experience Solutions

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-acf-technologies-customer-experience-solutions)