# Agentforce Service (formerly Salesforce Service Cloud), Drift vs Qualified Comparison

| | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 4.9 out of 5 | 
| **Total Reviews** | 7,332 | 1,256 | 1,477 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (51.7% of reviews) | Mid-Market (69.9% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Starting at $2,500.00 Per Month | Contact Us | 

---
## 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)

### Drift

Pros:
- Ease of Use (53 reviews)
- Helpful (46 reviews)

Cons:
- Chat Management (10 reviews)
- Learning Curve (9 reviews)

### Qualified

Pros:
- Customer Support (279 reviews)
- Helpful (266 reviews)

Cons:
- Missing Features (86 reviews)
- Learning Curve (85 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
  | **Meets Requirements** | 8.6 (2848 reviews) | 8.7 (1019 reviews) | 9.5 (1157 reviews) | 
  | **Ease of Use** | 8.4 (5461 reviews) | 8.7 (1032 reviews) | 9.2 (1170 reviews) | 
  | **Ease of Setup** | 7.9 (4214 reviews) | 8.4 (508 reviews) | 9.2 (861 reviews) | 
  | **Ease of Admin** | 8.2 (1559 reviews) | 8.5 (473 reviews) | 9.2 (843 reviews) | 
  | **Quality of Support** | 8.3 (2624 reviews) | 8.8 (940 reviews) | 9.9 (1159 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1540 reviews) | 8.9 (472 reviews) | 9.9 (861 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2796 reviews) | 8.9 (997 reviews) | 9.9 (1088 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

### Drift

#### Entry-Level Pricing

Plan: Premium

Price: Starting at $2,500.00 Per Month

Description: For small businesses. The right amount of conversational firepower to keep your business growing.

Key Features:
- * Everything in Free, plus:
- Live Chat
- Meetings

[Browse all 3 editions](https://www.g2.com/products/drift/pricing)

#### Free Trial

Yes

### Qualified

#### Entry-Level Pricing

Plan: Premier

Price: Contact Us

Description: Scale pipeline with Piper the AI SDR and sales rep conversations. 

Key Features:
- Real-Time Website Conversations
- Schedule Sales Meetings
- Send 1:1 Personalized Emails

[Browse all 3 editions](https://www.g2.com/products/qualified/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1727 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Response Automation** | 8.3 (1185 reviews) ✓ Verified | Not enough data | Not enough data | 
| **SLA Management** | 8.1 (985 reviews) | Not enough data | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1072 reviews) ✓ Verified | Not enough data | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | 8.6 (75 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.4 (67 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 8.5 (71 reviews) | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Customization ** | 8.3 (823 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 9.4 (567 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Integration** | 8.3 (646 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | Not enough data | Not enough data | 
| **Dashboards** | 8.3 (1182 reviews) ✓ Verified | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | 8.3/10 | 326 |
| **Qualified** | 9.0/10 | 549 |

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Sequencing** | Not enough data | 8.5 (204 reviews) ✓ Verified | 9.3 (352 reviews) ✓ Verified | 
| **AI** | Not enough data | 8.2 (201 reviews) ✓ Verified | 9.1 (416 reviews) ✓ Verified | 
| **Live Chat** | Not enough data | 9.1 (273 reviews) ✓ Verified | 9.6 (445 reviews) ✓ Verified | 
| **Customization Interface** | Not enough data | 8.5 (250 reviews) ✓ Verified | 9.2 (405 reviews) ✓ Verified | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Social Media** | Not enough data | 7.9 (116 reviews) ✓ Verified | Feature Not Available | 
| **Website** | Not enough data | 8.9 (250 reviews) ✓ Verified | 9.6 (438 reviews) ✓ Verified | 
| **Text Message (SMS)** | Not enough data | 7.7 (91 reviews) ✓ Verified | 7.3 (173 reviews) | 
| **Voice Assistants** | Not enough data | 7.6 (81 reviews) ✓ Verified | Feature Not Available | 
| **Other** | Not enough data | 7.8 (90 reviews) ✓ Verified | 8.5 (174 reviews) ✓ Verified | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Targeting** | Not enough data | 8.6 (225 reviews) ✓ Verified | 9.4 (389 reviews) ✓ Verified | 
| **Profiles** | Not enough data | 8.4 (202 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 
| **Analytics** | Not enough data | 8.1 (241 reviews) ✓ Verified | 9.1 (411 reviews) ✓ Verified | 
| **Lead Gathering** | Not enough data | 8.7 (242 reviews) ✓ Verified | 9.5 (403 reviews) ✓ Verified | 
| **Sales Conversion** | Not enough data | 8.5 (246 reviews) ✓ Verified | 9.4 (394 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 8.5 (40 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 8.4 (34 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.9 (46 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 8.8 (42 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 9.1 (42 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.6 (37 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 8.7 (36 reviews) | 

### AI Sales Assistant

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | 8.0/10 | 358 |
| **Qualified** | 9.4/10 | 87 |

#### Lead Facilitation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Customer-facing Chatbot** | Not enough data | 8.9 (315 reviews) ✓ Verified | 9.6 (74 reviews) ✓ Verified | 
| **Lead Qualification** | Not enough data | 8.2 (309 reviews) ✓ Verified | 9.2 (73 reviews) ✓ Verified | 
| **Lead Follow-up** | Not enough data | 8.2 (288 reviews) ✓ Verified | 9.2 (63 reviews) ✓ Verified | 
| **Meeting Scheduling ** | Not enough data | 8.7 (305 reviews) ✓ Verified | 9.7 (79 reviews) ✓ Verified | 

#### Organization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Opportunity and Pipeline Management ** | Not enough data | 8.0 (265 reviews) ✓ Verified | 9.3 (54 reviews) ✓ Verified | 
| **Data Entry** | Not enough data | 8.0 (269 reviews) ✓ Verified | 9.3 (57 reviews) ✓ Verified | 
| **Integrations / APIs** | Not enough data | 8.3 (278 reviews) ✓ Verified | 9.3 (66 reviews) ✓ Verified | 

#### Performance Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Coaching ** | Not enough data | 7.8 (241 reviews) ✓ Verified | 9.1 (45 reviews) ✓ Verified | 
| **Peformance Tracking** | Not enough data | 8.0 (261 reviews) ✓ Verified | 9.5 (48 reviews) ✓ Verified | 

#### Sales Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **ROI Forecasting ** | Not enough data | 7.5 (215 reviews) ✓ Verified | 8.8 (44 reviews) ✓ Verified | 
| **Sales Forecasting ** | Not enough data | 7.7 (221 reviews) ✓ Verified | 8.8 (42 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (87 reviews) | 9.5 (44 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (85 reviews) | 9.6 (41 reviews) | 

#### Agentic AI - AI Sales Assistant

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 9.9 (12 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 9.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 9.9 (13 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 8.9 (14 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 9.4 (14 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 9.1 (13 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 9.7 (11 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Administration

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

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | Not enough data | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | Not enough data | 

#### Compliance

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

#### Customer Support

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

#### Data Security

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

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | Not enough data | 
| **Performance and Reliability** | 8.9 (220 reviews) | Not enough data | Not enough data | 

#### Generative AI

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

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 reviews) | Not enough data | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | Not enough data | 

#### Design

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

#### Generative AI

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

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Usability

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

#### Reporting

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

#### Generative AI

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

### Buyer Intent Data Providers

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | 9.4/10 | 222 |

#### Data Availability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Contact Data Availability** | Not enough data | Not enough data | 9.4 (171 reviews) | 
| **Account Data Availability** | Not enough data | Not enough data | 9.4 (183 reviews) | 
| **Offline Data** | Not enough data | Not enough data | 9.2 (130 reviews) | 

#### Platform Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Integrations** | Not enough data | Not enough data | 9.5 (201 reviews) | 
| **Topic Customization** | Not enough data | Not enough data | 9.5 (161 reviews) | 
| **Natural Language Processing (NLP)** | Not enough data | Not enough data | Feature Not Available | 
| **Alerts** | Not enough data | Not enough data | 9.5 (185 reviews) | 
| **Real-time Intent** | Not enough data | Not enough data | 9.6 (188 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Quality Assurance

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

#### Engagement

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

#### Performance

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

#### Generative AI

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

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Channels

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

#### Generative AI

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

#### Functions

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

#### Agentic AI - Contact Center

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

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Session Summary Notes** | 7.9 (257 reviews) | Not enough data | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | Not enough data | 
| **Reporting & Dashboards** | 8.5 (260 reviews) | Not enough data | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | 9.6/10 | 39 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | 9.5 (36 reviews) | 
| **Route To Human** | Not enough data | Not enough data | 9.6 (37 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 9.6 (35 reviews) | 

#### Automation - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 9.7 (30 reviews) | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 9.3 (30 reviews) | 
| **Lead Generation** | Not enough data | Not enough data | 9.6 (33 reviews) | 
| **Document Processing** | Not enough data | Not enough data | Feature Not Available | 
| **Feedback Collection** | Not enough data | Not enough data | Feature Not Available | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 9.6 (34 reviews) | 
| **Integration** | Not enough data | Not enough data | 9.7 (35 reviews) | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 9.8 (35 reviews) | 

#### Autonomy -  AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 9.4 (33 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | 9.5 (32 reviews) | 
| **Task Execution** | Not enough data | Not enough data | 9.8 (30 reviews) | 
| **Problem Solving** | Not enough data | Not enough data | 9.4 (30 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 9.6 (29 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 9.6 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | 8.2/10 | 332 |
| **Qualified** | 9.3/10 | 616 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Customization** | Not enough data | 8.2 (280 reviews) | 9.4 (532 reviews) | 
| **Control** | Not enough data | 8.3 (268 reviews) | 9.5 (505 reviews) | 
| **Route To Human** | Not enough data | 8.4 (303 reviews) | 9.6 (537 reviews) | 
| **Menu bars** | Not enough data | 8.1 (273 reviews) | 9.3 (451 reviews) | 
| **Drip sequences** | Not enough data | 8.0 (228 reviews) | 9.0 (365 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Live chat** | Not enough data | 8.9 (309 reviews) | 9.7 (550 reviews) | 
| **Integrations** | Not enough data | 8.4 (291 reviews) | 9.5 (542 reviews) | 
| **Branding** | Not enough data | 8.4 (275 reviews) | 9.4 (510 reviews) | 
| **Analytics** | Not enough data | 8.1 (281 reviews) | 9.3 (532 reviews) | 
| **A/B testing** | Not enough data | 7.9 (240 reviews) | 9.2 (417 reviews) | 
| **Role-based access** | Not enough data | 8.4 (261 reviews) | 9.4 (473 reviews) | 
| **Collection of information** | Not enough data | 8.2 (286 reviews) | 9.5 (485 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (84 reviews) | 9.0 (180 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (82 reviews) | 8.9 (174 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Workforce Management

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

#### Administration

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Drift** | 8.4/10 | 198 |
| **Qualified** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.6 (167 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | 8.4 (117 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | 8.7 (128 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | 8.6 (92 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Feature Not Available | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | 8.4 (147 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | 8.7 (138 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.4 (92 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 7.9 (31 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | 7.7 (31 reviews) | Not enough data | 

### Online Appointment Scheduling

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | 9.1/10 | 272 |

#### Notifications

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Confirmations & Reminders** | Not enough data | Not enough data | 9.3 (218 reviews) | 
| **Appointment Follow-Up** | Not enough data | Not enough data | 9.2 (204 reviews) | 
| **Scheduling Notifications** | Not enough data | Not enough data | 9.4 (221 reviews) | 

#### Settings

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Time Zone Detection** | Not enough data | Not enough data | 9.4 (221 reviews) | 
| **Availability Settings** | Not enough data | Not enough data | 9.5 (229 reviews) | 
| **Blocked Time Settings** | Not enough data | Not enough data | 9.5 (218 reviews) | 

#### Personalization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Branding** | Not enough data | Not enough data | 9.4 (222 reviews) | 
| **Links** | Not enough data | Not enough data | 9.5 (206 reviews) | 

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Multi- Calendar Integration** | Not enough data | Not enough data | 9.4 (219 reviews) | 
| **Website Integration** | Not enough data | Not enough data | 9.6 (240 reviews) | 
| **Payment Acceptance** | Not enough data | Not enough data | 7.7 (152 reviews) | 
| **Video Conferencing** | Not enough data | Not enough data | 8.6 (183 reviews) | 
| **Communication** | Not enough data | Not enough data | 8.9 (184 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 9.0 (113 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.9 (101 reviews) | 
| **AI Text-to-Image** | Not enough data | Not enough data | 8.5 (91 reviews) | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 8.7 (91 reviews) | 
| **AI Image-to-Text** | Not enough data | Not enough data | 8.3 (86 reviews) | 

#### Agentic AI - Online Appointment Scheduling

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 9.4 (26 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 9.3 (25 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 9.6 (26 reviews) | 

### Business Scheduling

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | 8.0/10 | 102 |
| **Qualified** | 9.3/10 | 167 |

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **MS Teams Integration** | Not enough data | 7.4 (92 reviews) | 8.5 (113 reviews) | 
| **Email Integration** | Not enough data | 7.9 (95 reviews) | 9.1 (131 reviews) | 
| **Zoom Integration** | Not enough data | 7.8 (91 reviews) | Feature Not Available | 
| **Google Meet Integration** | Not enough data | 7.3 (88 reviews) | Feature Not Available | 
| **Salesforce Integration** | Not enough data | 8.0 (95 reviews) | 9.6 (154 reviews) | 

#### Branding & Customizatio

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Custom Booking Page** | Not enough data | 8.2 (94 reviews) | 9.2 (143 reviews) | 
| **Personalized Links** | Not enough data | 8.3 (93 reviews) | 9.3 (138 reviews) | 
| **Personalized Web Embed** | Not enough data | 7.9 (90 reviews) | 9.2 (121 reviews) | 

#### Automatic Rules & Configurations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Set Working Hours** | Not enough data | 8.5 (96 reviews) | 9.5 (150 reviews) | 
| **Automatic Updates** | Not enough data | 8.2 (90 reviews) | 9.5 (141 reviews) | 
| **Buffer Times** | Not enough data | 8.1 (93 reviews) | 9.2 (138 reviews) | 

#### Agentic AI - Business Scheduling

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 9.4 (15 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 9.5 (14 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 174 |
| **Drift** | 8.1/10 | 14 |
| **Qualified** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Text** | 8.3 (147 reviews) | 7.8 (12 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | 7.8 (12 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (144 reviews) | 8.1 (12 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Ticket Resolution** | 8.3 (152 reviews) | 8.2 (11 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | 8.3 (13 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | 8.3 (12 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Learning** | 7.6 (143 reviews) | 7.7 (13 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | 8.2 (13 reviews) | Not enough data | 
| **Conversational AI** | 7.4 (139 reviews) | 8.3 (14 reviews) | Not enough data | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | 7.8/10 | 31 |
| **Qualified** | 9.7/10 | 52 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (31 reviews) | 9.3 (48 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (30 reviews) | 9.3 (47 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 10.0 (7 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 10.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 9.7 (6 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 9.8 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 9.4 (6 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 9.7 (6 reviews) | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1012 |
| **Drift** | 8.2/10 | 598 |
| **Qualified** | 9.2/10 | 684 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 7.7 (83 reviews) | 9.1 (153 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 7.7 (81 reviews) | 9.1 (149 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.3 (81 reviews) | 8.5 (104 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.2 (543 reviews) ✓ Verified | 9.7 (654 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.5 (539 reviews) ✓ Verified | 9.4 (636 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 7.8 (323 reviews) ✓ Verified | 8.7 (393 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.6 (414 reviews) ✓ Verified | 9.4 (487 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 7.9 (189 reviews) | 9.1 (421 reviews) ✓ Verified | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Customization ** | 8.3 (823 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 9.4 (567 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.7 (470 reviews) ✓ Verified | 9.3 (520 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.5 (471 reviews) ✓ Verified | 9.5 (570 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.2 (408 reviews) ✓ Verified | 9.3 (528 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 8.3 (371 reviews) ✓ Verified | 9.1 (413 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.1 (401 reviews) ✓ Verified | 9.3 (511 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Drift** | 8.3/10 | 74 |
| **Qualified** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 7.4 (20 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.1 (57 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.2 (53 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Feature Not Available | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.2 (51 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | 8.5 (57 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Branding** | 8.4 (225 reviews) | 8.6 (57 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | 8.7 (60 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.2 (59 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | 8.6 (59 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Generative AI

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

#### Process

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

#### Channels

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

#### Insight

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

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Generative AI

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

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | Not enough data | 

#### Survey Management

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

#### Process Management

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

#### System Management

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

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | 9.1/10 | 105 |

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 9.4 (71 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.8 (56 reviews) | 
| **Document Processing** | Not enough data | Not enough data | 8.1 (50 reviews) | 
| **Lead Generation** | Not enough data | Not enough data | 9.6 (84 reviews) | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 9.2 (74 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Problem Solving** | Not enough data | Not enough data | 8.9 (63 reviews) | 
| **Task Execution** | Not enough data | Not enough data | 9.1 (65 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | 9.0 (64 reviews) | 
| **Independent Decision Making** | Not enough data | Not enough data | 8.8 (62 reviews) | 

#### Outbound Sales

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Follow-Up Scheduling** | Not enough data | Not enough data | 9.3 (59 reviews) | 
| **Prospect Prioritization** | Not enough data | Not enough data | 9.0 (57 reviews) | 
| **Multichannel Campaign Execution** | Not enough data | Not enough data | 8.4 (50 reviews) | 
| **Personalized Outreach** | Not enough data | Not enough data | 9.3 (64 reviews) | 
| **Outreach Performance Analytics** | Not enough data | Not enough data | 9.1 (56 reviews) | 

#### Inbound Sales

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 9.0 (62 reviews) | 
| **Inquiry Routing** | Not enough data | Not enough data | 9.4 (74 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.8 (56 reviews) | 
| **Real-Time Engagement** | Not enough data | Not enough data | 9.6 (83 reviews) | 
| **Lead Qualification** | Not enough data | Not enough data | 9.4 (80 reviews) | 

### Salesforce AppExchange Apps

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | 9.3/10 | 5 |

#### Agentic AI - Salesforce AppExchange Apps

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 9.3 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 9.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Qualified** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | 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):** [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), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-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), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Drift (8):** [Business Scheduling Software](https://www.g2.com/categories/business-scheduling), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Qualified (10):** [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [Business Scheduling Software](https://www.g2.com/categories/business-scheduling), [Buyer Intent Data Providers](https://www.g2.com/categories/buyer-intent-data-providers), [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Online Appointment Scheduling Software](https://www.g2.com/categories/online-appointment-scheduling), [Salesforce AppExchange Apps](https://www.g2.com/categories/salesforce-appexchange-apps), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Drift | Qualified | 
|---|---|---|---|
| **Small-Business** | 18.7% | 25.5% | 9.4% | 
| **Mid-Market** | 42.8% | 51.7% | 69.9% | 
| **Enterprise** | 38.5% | 22.9% | 20.7% | 

### By Industry

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

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **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%

#### Drift

- **Computer Software:** 32.8%
- **Information Technology and Services:** 20.6%
- **Marketing and Advertising:** 7.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 3.0%
- **Human Resources:** 2.5%
- **Internet:** 2.2%
- **Hospital & Health Care:** 1.6%
- **Education Management:** 1.4%
- **E-Learning:** 1.4%
- **Other:** 24.2%

#### Qualified

- **Computer Software:** 44.1%
- **Information Technology and Services:** 18.8%
- **Computer & Network Security:** 4.2%
- **Marketing and Advertising:** 4.0%
- **Financial Services:** 3.3%
- **Human Resources:** 2.0%
- **Telecommunications:** 1.9%
- **Hospital & Health Care:** 1.9%
- **Staffing and Recruiting:** 1.7%
- **Internet:** 0.9%
- **Other:** 17.3%

---
## 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 (429 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Drift

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (498 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4060 reviews)
- [Chili Piper](https://www.g2.com/products/chili-piper/reviews) — 4.6/5 stars (736 reviews)
- [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) — 4.6/5 stars (173 reviews)
- [Podium](https://www.g2.com/products/podium/reviews) — 4.6/5 stars (2096 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)

### Alternatives to Qualified

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4060 reviews)
- [Chili Piper](https://www.g2.com/products/chili-piper/reviews) — 4.6/5 stars (736 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [6sense Revenue Marketing](https://www.g2.com/products/6sense-revenue-marketing/reviews) — 4.3/5 stars (1430 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) — 4.4/5 stars (13810 reviews)
- [Customers.ai](https://www.g2.com/products/customers-ai/reviews) — 4.8/5 stars (429 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (498 reviews)
- [GTM Workspace - Powered by ZoomInfo](https://www.g2.com/products/gtm-workspace-powered-by-zoominfo/reviews) — 4.5/5 stars (9095 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..."

### Drift

- Title: [How do I scale conversational marketing?](https://www.g2.com/discussions/conversational-marketing-0d87ad75-128e-4457-81cb-8e3880e51fd6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Chatbots allow you to offer fast responses to visitors 24/7, even while your team is sleeping. Since they can ask the same qualifying questions your sales..."
- Title: [What types of people are having conversations with businesses?](https://www.g2.com/discussions/conversational-marketing-b012374a-2421-4559-8c88-414fa31149e6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often..."
- Title: [How do I measure the effectiveness of conversational marketing?](https://www.g2.com/discussions/conversational-marketing-c5c64a26-1769-402e-b51b-280528b3dc04) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that..."
- Title: [Do I have to completely remove all of my lead capture forms?](https://www.g2.com/discussions/conversational-marketing-2fd3e4b9-40e7-4a08-a3dc-6c3225e804e3) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by..."
- Title: [What is a drift playbook?](https://www.g2.com/discussions/what-is-a-drift-playbook) — 1 comment, 1 upvote
  > **Top comment:** "Hi there! Playbooks are central to Drift and what we do! They are automated message workflows and campaigns that proactively reach out to site visitors and..."

### Qualified

- Title: [What's the most creative experience you've created?](https://www.g2.com/discussions/what-s-the-most-creative-experience-you-ve-created) — 1 comment
  > **Top comment:** "Saying hello to competitors when they are on our site 😝"

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