# Agentforce Service (formerly Salesforce Service Cloud) vs Customers.ai Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Customers.ai. Users appreciate its comprehensive features, such as the ability to manage customer tickets and live chats seamlessly, which enhances daily operations.
- **Users say** that the implementation process for Agentforce Service is notably efficient, with many highlighting how quickly their teams adapted to the platform. In contrast, Customers.ai, while praised for its ease of use, lacks the same level of recent user feedback regarding setup, which may indicate potential challenges for new users.
- **Reviewers mention** that Agentforce Service provides robust support, with a focus on quality assistance that users find helpful. This is particularly beneficial for mid-market companies that require reliable customer service solutions, whereas Customers.ai, despite its strong automation features, may not offer the same level of support for larger teams.
- **According to verified reviews** , Agentforce Service shines in its ability to integrate advanced AI capabilities, such as autonomous AI agents that leverage specific Salesforce data. This contextual approach is a standout feature that enhances user experience, while Customers.ai is noted for its effective lead gathering tools, particularly on social media platforms.
- **Users highlight** that Agentforce Service's comprehensive platform streamlines various operational tasks, making it easier to manage field operations. In comparison, Customers.ai is recognized for its specialized automation tools, but it may not provide the same breadth of functionality for diverse business needs.
- **Reviewers appreciate** the customization options available in Agentforce Service, which allow businesses to tailor the platform to their specific workflows. Customers.ai, while offering a user-friendly experience, may not match the level of customization that larger organizations might require for their unique processes.



| | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 7,356 | 429 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (79.2% 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 (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### Customers.ai

Pros:
- Features (98 reviews)
- Helpful (88 reviews)

Cons:
- Learning Curve (12 reviews)
- Learning Difficulty (10 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 9.6 (339 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 9.6 (349 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 9.4 (205 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.3 (119 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 9.7 (335 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.6 (118 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 9.6 (306 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

### Customers.ai

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Customers.ai** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 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 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 9.8 (106 reviews) | 
| **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 | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 9.7/10 | 175 |

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Sequencing** | Not enough data | 9.7 (156 reviews) ✓ Verified | 
| **AI** | Not enough data | 9.7 (151 reviews) ✓ Verified | 
| **Live Chat** | Not enough data | 9.7 (153 reviews) ✓ Verified | 
| **Customization Interface** | Not enough data | 9.7 (155 reviews) ✓ Verified | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Social Media** | Not enough data | 9.7 (160 reviews) ✓ Verified | 
| **Website** | Not enough data | 9.8 (148 reviews) ✓ Verified | 
| **Text Message (SMS)** | Not enough data | 9.7 (136 reviews) ✓ Verified | 
| **Voice Assistants** | Not enough data | 9.6 (125 reviews) ✓ Verified | 
| **Other** | Not enough data | 9.7 (128 reviews) ✓ Verified | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Targeting** | Not enough data | 9.7 (157 reviews) ✓ Verified | 
| **Profiles** | Not enough data | 9.8 (152 reviews) | 
| **Analytics** | Not enough data | 9.7 (159 reviews) ✓ Verified | 
| **Lead Gathering** | Not enough data | 9.8 (160 reviews) ✓ Verified | 
| **Sales Conversion** | Not enough data | 9.7 (152 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Lead Generation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | N/A | N/A |

#### Lead Generation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Lead Builder** | Not enough data | Not enough data | 
| **CRM Integration** | Not enough data | Not enough data | 
| **Marketing Automation Integration** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Data Import & Export Tools** | Not enough data | Not enough data | 

### Sales Engagement

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 9.5/10 | 30 |

#### Integrated Workflows

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Task Management** | Not enough data | 9.3 (28 reviews) | 
| **Email Tracking/Automation** | Not enough data | 9.6 (25 reviews) | 
| **Calls and Voice** | Not enough data | 9.2 (23 reviews) | 
| **Other Outreach Options ** | Not enough data | 9.1 (25 reviews) | 
| **CRM Integration** | Not enough data | 9.7 (24 reviews) | 
| **Calendar** | Not enough data | 9.1 (24 reviews) | 
| **Shared Records** | Not enough data | 9.1 (24 reviews) | 

#### Repeatability and Reportability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Content Management** | Not enough data | 9.1 (25 reviews) | 
| **Workflow Management** | Not enough data | 9.6 (27 reviews) | 
| **Workflow Performance** | Not enough data | 9.6 (27 reviews) | 
| **Sales Coaching and Insights** | Not enough data | 9.3 (25 reviews) | 
| **Gamification** | Not enough data | 8.6 (25 reviews) | 

#### AI and Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Lead Prioritization** | Not enough data | 9.8 (23 reviews) | 
| **Lead Scoring** | Not enough data | 9.8 (24 reviews) | 
| **Best Time of Day Scheduling** | Not enough data | 9.3 (23 reviews) | 
| **Buyer Intelligence** | Not enough data | 9.7 (23 reviews) | 
| **Machine Learning** | Not enough data | 9.2 (22 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.6 (12 reviews) | 

#### Agentic AI - Sales Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Customers.ai** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Retargeting

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 9.3/10 | 49 |

#### Retargeting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **A/B Testing** | Not enough data | 8.8 (43 reviews) | 
| **Audience Segmentation** | Not enough data | 9.6 (49 reviews) | 
| **Behavioral Targeting** | Not enough data | 9.6 (46 reviews) | 
| **Reporting & Analytics** | Not enough data | 9.3 (45 reviews) | 
| **Geo Targeting** | Not enough data | 9.0 (43 reviews) | 
| **Cross-channel Retargeting** | Not enough data | 9.3 (44 reviews) | 
| **Personalization** | Not enough data | 9.2 (43 reviews) | 

#### Agentic AI - Retargeting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 138 |
| **Customers.ai** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 | 

### Lead Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 8.9/10 | 22 |

#### Lead Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Lead Validation** | Not enough data | 9.3 (21 reviews) | 
| **Lead Enrichment** | Not enough data | 9.4 (21 reviews) | 
| **Lead Quality** | Not enough data | 9.2 (21 reviews) | 
| **Lead Analysis** | Not enough data | 9.2 (21 reviews) | 
| **Browser Extension** | Not enough data | 7.1 (17 reviews) | 

#### Agentic AI - Lead Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 9.7/10 | 124 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Customization** | Not enough data | 9.8 (120 reviews) | 
| **Control** | Not enough data | 9.7 (119 reviews) | 
| **Route To Human** | Not enough data | 9.8 (118 reviews) | 
| **Menu bars** | Not enough data | 9.8 (117 reviews) | 
| **Drip sequences** | Not enough data | 9.8 (118 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Live chat** | Not enough data | 9.9 (114 reviews) | 
| **Integrations** | Not enough data | 9.7 (120 reviews) | 
| **Branding** | Not enough data | 9.7 (118 reviews) | 
| **Analytics** | Not enough data | 9.8 (117 reviews) | 
| **A/B testing** | Not enough data | 9.7 (109 reviews) | 
| **Role-based access** | Not enough data | 9.8 (111 reviews) | 
| **Collection of information** | Not enough data | 9.9 (116 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.3 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 9.4 (9 reviews) | 

### Lead Capture

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | 9.1/10 | 61 |

#### Lead Monitoring

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Features** | Not enough data | 9.5 (57 reviews) | 
| **Performance** | Not enough data | 9.1 (57 reviews) | 
| **Identification** | Not enough data | 9.6 (61 reviews) | 

#### Agentic AI - Lead Capture

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Data Capture

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Mobile** | Not enough data | 9.4 (60 reviews) | 
| **Websites** | Not enough data | 9.3 (60 reviews) | 
| **Social Media** | Not enough data | 8.4 (57 reviews) | 
| **Data** | Not enough data | 9.3 (57 reviews) | 

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Export/Import** | Not enough data | 9.2 (59 reviews) | 
| **Reporting** | Not enough data | 9.3 (60 reviews) | 

#### Customization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Forms** | Not enough data | 8.8 (55 reviews) | 
| **Personalization** | Not enough data | 8.7 (57 reviews) | 
| **Templates** | Not enough data | 8.6 (56 reviews) | 
| **Integration** | Not enough data | 9.4 (57 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Customers.ai** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Customers.ai** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |
| **Customers.ai** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 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) | Customers.ai | 
|---|---|---|
| **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)** | 8.3/10 | 1017 |
| **Customers.ai** | 9.8/10 | 115 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 9.4 (6 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 10.0 (6 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 9.7 (6 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 10.0 (101 reviews) | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 9.8 (107 reviews) | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 9.9 (96 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 9.8 (103 reviews) | 
| **Co-Browsing** | 7.8 (162 reviews) | 9.7 (36 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 9.8 (106 reviews) | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 9.6 (39 reviews) | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 9.6 (41 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 9.6 (37 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 10.0 (97 reviews) | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 9.9 (102 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Customers.ai** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **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 |
| **Customers.ai** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### Visitor Identification

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Customers.ai** | N/A | N/A |

#### Agentic AI - Visitor Identification

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (13):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Customers.ai (7):** [Sales Engagement Software](https://www.g2.com/categories/sales-engagement), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Visitor Identification Software](https://www.g2.com/categories/visitor-identification), [Lead Capture Software](https://www.g2.com/categories/lead-capture), [Lead Intelligence Software](https://www.g2.com/categories/lead-intelligence), [Retargeting Software](https://www.g2.com/categories/retargeting)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Customers.ai | 
|---|---|---|
| **Small-Business** | 18.7% | 79.2% | 
| **Mid-Market** | 42.8% | 17.9% | 
| **Enterprise** | 38.5% | 2.9% | 

### 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%

#### Customers.ai

- **Marketing and Advertising:** 35.7%
- **Information Technology and Services:** 6.8%
- **Computer Software:** 5.3%
- **Retail:** 3.6%
- **Health, Wellness and Fitness:** 2.2%
- **Education Management:** 2.2%
- **Accounting:** 1.9%
- **Apparel & Fashion:** 1.9%
- **Consumer Services:** 1.7%
- **Automotive:** 1.4%
- **Other:** 37.2%

---
## 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 (465 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7766 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3884 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Customers.ai

- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3884 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4152 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1503 reviews)
- [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 reviews)
- [Landbot](https://www.g2.com/products/landbot/reviews) — 4.7/5 stars (334 reviews)
- [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) — 4.4/5 stars (14853 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [ActiveCampaign](https://www.g2.com/products/activecampaign/reviews) — 4.4/5 stars (14709 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..."

### Customers.ai

- Title: [What is MobileMonkey chat?](https://www.g2.com/discussions/what-is-mobilemonkey-chat) — 4 comments
  > **Top comment:** "An automated way to contact & engage with leads or customers & gather information to help you continue marketing to those leads & customers on multiple..."
- Title: [Is mobile monkey free?](https://www.g2.com/discussions/is-mobile-monkey-free) — 2 comments
  > **Top comment:** "Yes, most of the basic social media lead generation features are free. The more in-depth lead conversion & funnels are not free...but are reasonably priced."
- Title: [What is MobileMonkey used for?](https://www.g2.com/discussions/what-is-mobilemonkey-used-for) — 1 comment
  > **Top comment:** "MobileMonkey, now known as Customers.ai, is a versatile platform primarily used for sales outreach automation and customer engagement.

Key Uses of..."
- Title: [How to get Mobile Monkey to stop charging our credit card?](https://www.g2.com/discussions/how-to-get-mobile-monkey-to-stop-charging-our-credit-card) — 1 comment, 1 upvote
  > **Top comment:** "We've had the same issue after making complaints about the lack of functionality within the platform. We requested that the account be canceled, or that..."
- Title: [What is your experience?](https://www.g2.com/discussions/what-is-your-experience) — 1 comment, 2 upvotes
  > **Top comment:** "Comment deleted by user."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-customers-ai)