Compare Salesforce Service Cloud Software and BoldDesk 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (54.8% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $99.00 5 Agents
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,232)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansBoldDesk
Star Rating
(117)4.5 out of 5
Market Segments
Small-Business (54.8% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $99.00 5 Agents
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in overall performance, particularly in complaint management and conversational support, with users highlighting its powerful AI capabilities that help agents resolve issues faster and more accurately. This is a significant advantage for businesses looking for a comprehensive solution.
- Users say that BoldDesk shines in customer service and ease of setup, with many praising its intuitive interface and the effectiveness of its automation features. Reviewers appreciate how these automations save time and ensure consistent responses, making it a strong choice for small businesses.
- According to verified reviews, Agentforce Service is recognized for its extensive configurability and seamless integration with Salesforce data, which enhances its usability across various business functions. Users find this flexibility crucial for tailoring the platform to their specific needs.
- Reviewers mention that while BoldDesk offers a comfortable user experience and excellent customization options, it may not match the depth of features available in Agentforce Service. This could be a consideration for larger organizations that require more robust capabilities.
- G2 reviewers highlight the significant difference in market presence, with Agentforce Service having a much larger user base and more recent reviews, indicating a higher level of trust and satisfaction among its users compared to BoldDesk.
- Users report that while both platforms have similar scores in meeting requirements, Agentforce Service's higher overall ratings in quality and satisfaction metrics suggest it may provide a more reliable and comprehensive solution for businesses with complex needs.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
BoldDesk
One Plan. All Features You Need
Starting at $99.00
5 Agents
BoldDesk offers simple agent-based pricing with all features included.
5 agents – $99/month
10 agents – $199/month
25 agents – $349/month
50 agents – $499/month
75 agents – $749/month
100 agents – $999/month
The complete AI-first support platform — ticketing, live chat, omnichannel messaging, knowledge base, automation, reporting, and integrations — all included in one simple plan.
- Ticketing System
- Email Ticketing
- Workflow automation
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
BoldDesk
Free Trial is available
Ratings
Meets Requirements
8.6
2,803
8.6
85
Ease of Use
8.4
5,391
8.8
107
Ease of Setup
7.9
4,146
8.6
78
Ease of Admin
8.2
1,536
8.6
58
Quality of Support
8.3
2,578
9.2
83
Has the product been a good partner in doing business?
8.7
1,517
8.7
58
Product Direction (% positive)
8.3
2,757
9.4
82
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
9.2
70
8.4
1208
|
Verified
9.0
70
8.3
1252
|
Verified
8.7
70
8.3
1163
|
Verified
8.8
69
8.1
985
8.4
69
7.9
1171
|
Verified
8.8
68
8.3
1153
|
Verified
8.9
68
8.5
1049
|
Verified
8.6
68
Generative AI
7.7
180
7.9
54
7.6
179
8.0
55
Agentic AI - Help Desk
8.3
60
8.1
18
8.4
58
8.1
18
8.3
61
8.0
18
Communication Channels
8.4
1024
|
Verified
9.0
69
8.6
1211
|
Verified
8.9
67
8.1
854
8.1
50
8.0
810
|
Verified
7.9
49
8.1
769
Feature Not Available
Platform
7.8
555
|
Verified
8.0
61
8.3
819
|
Verified
8.5
66
8.6
695
|
Verified
8.9
71
8.3
621
|
Verified
8.6
64
8.2
1150
|
Verified
8.3
68
8.2
1168
|
Verified
8.5
68
Administration
8.8
229
Feature Not Available
8.8
228
8.9
29
8.7
225
8.7
29
Knowledge Management
8.8
220
9.2
28
8.6
212
9.1
27
8.5
210
8.9
28
Compliance
8.7
228
8.9
28
8.7
225
9.0
27
8.6
225
9.3
26
8.6
222
8.8
27
Customer Support
8.1
211
9.1
28
8.2
204
9.2
28
8.0
193
Feature Not Available
Data Security
8.6
217
8.8
27
8.7
218
8.9
26
9.0
219
9.1
27
9.1
219
8.9
28
Administration
8.6
210
8.7
27
8.9
211
9.0
28
8.9
215
9.1
28
Generative AI
7.5
149
8.8
26
Channels
8.5
122
8.4
30
8.3
119
8.5
30
7.6
118
7.8
29
Design
8.4
116
8.6
29
8.0
116
8.3
30
8.3
119
8.7
29
8.4
119
8.8
30
8.5
115
8.6
29
Generative AI
7.5
112
8.1
25
7.6
111
8.3
25
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Knowledge Pages
Not enough data
8.5
33
Not enough data
8.7
33
Not enough data
8.6
33
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.5
33
Knowledge Dissemination
Not enough data
8.6
31
Not enough data
8.8
32
Not enough data
8.6
32
Not enough data
8.8
32
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.6
32
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Agentic AI - Knowledge Base
Not enough data
8.9
12
Not enough data
8.8
13
Not enough data
8.6
13
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
9.5
11
8.7
101
9.1
11
8.1
100
9.1
11
8.2
104
9.1
11
Support Automation
8.1
102
9.8
11
8.1
100
9.5
11
8.1
101
8.9
11
8.0
98
9.2
11
Generative AI
7.4
96
9.7
11
7.5
95
9.8
11
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channel
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
9.2
16
7.7
107
9.3
16
7.7
108
9.2
16
Communication
8.5
310
|
Verified
9.4
17
8.6
329
|
Verified
9.3
17
8.4
275
|
Verified
9.2
17
8.5
277
|
Verified
8.9
17
7.8
160
8.9
17
Internal Use
8.3
819
|
Verified
8.5
66
8.3
296
|
Verified
8.8
17
8.5
288
|
Verified
8.8
17
8.4
318
|
Verified
9.2
17
8.5
289
|
Verified
9.4
17
8.7
323
|
Verified
9.2
17
Generative AI
7.3
127
8.6
28
Self-Service Experience
8.6
594
8.5
31
8.3
579
8.5
31
8.3
528
Feature Not Available
8.0
214
8.5
30
8.4
224
8.8
30
Self-Service Platform
8.4
223
8.6
32
8.6
229
8.8
31
7.6
199
7.6
28
8.5
215
8.7
29
Agentic AI - Customer Self-Service
8.6
7
9.4
11
8.6
7
8.9
11
8.6
7
9.1
11
8.8
7
9.1
11
8.6
7
8.8
11
9.0
7
8.8
11
8.8
7
9.1
11
Generative AI
7.9
54
10.0(won by 2.1)
10
8.0
54
9.8(won by 1.8)
10
Process
8.6
244
9.8(won by 1.2)
10
8.6
264
9.7(won by 1.1)
10
8.3
225
9.8(won by 1.5)
10
Channels
8.8
273
9.8(won by 1.0)
10
8.4
248
9.3(won by 0.9)
10
8.5
231
9.5(won by 1.0)
10
8.6
232
9.7(won by 1.1)
10
8.6
214
9.8(won by 1.2)
10
Insight
8.6
230
9.7(won by 1.1)
10
8.8
265
10.0(won by 1.2)
10
8.5
204
10.0(won by 1.5)
10
8.7
252
9.8(won by 1.1)
10
Generative AI
8.0
80
8.3
18
7.9
81
8.2
18
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and BoldDesk are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
BoldDesk is categorized as Knowledge Base, Shared Inbox, AI Customer Support Agents, and Multilingual Customer Support
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
BoldDesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Information Technology and Services
20.5%
Computer Software
18.8%
Hospital & Health Care
5.4%
Non-Profit Organization Management
4.5%
Manufacturing
3.6%
Other
47.3%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
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...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
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...Read more
BoldDesk has no discussions with answers
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