# Agentforce Service (formerly Salesforce Service Cloud) vs Dynamics 365 Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Dynamics 365 Customer Service. Users appreciate its intuitive interface, stating that their teams were able to master the platform quickly with minimal training, which enhances daily operations.
- **Users say** that Agentforce Service offers a seamless experience for managing customer tickets and live chats, with features that streamline workflows. One reviewer highlighted the transition to autonomous AI agents, which allows for contextual service based on specific data, making interactions more efficient.
- **According to verified reviews** , Dynamics 365 Customer Service shines in its integration capabilities, particularly with tools like Teams and Outlook. Users find it easy to manage customer interactions across various platforms, which simplifies case tracking and workflow management.
- **Reviewers mention** that while Dynamics 365 Customer Service has strong automation features, Agentforce Service provides a more user-friendly experience overall. Users noted that the ease of setup and administration in Agentforce Service contributes to a smoother onboarding process, allowing teams to focus on customer service rather than technical hurdles.
- **G2 reviewers highlight** that both products have similar star ratings, but Agentforce Service benefits from a much larger volume of reviews, indicating a more reliable consensus on its performance. This extensive feedback reflects a consistent positive experience among users, particularly in ticket creation and response times.
- **Users report** that while Dynamics 365 Customer Service offers robust AI-driven insights, Agentforce Service's focus on contextual AI enhances the relevance of its responses. This distinction is crucial for teams looking to provide personalized customer support, as noted by users who appreciate the tailored interactions facilitated by Agentforce Service.



---
## Frequently Asked Questions

### What is the difference between Agentforce Service... vs Microsoft Dynamics 365 Customer Service?

Agentforce Service... and Microsoft Dynamics 365 Customer Service are most clearly distinguished by their review volume and reviewer-cited strengths, with Agentforce Service... excelling in ease of use and Microsoft Dynamics 365 Customer Service in automation and unified customer views.

| [Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | [Microsoft Dynamics 365 Customer Service](https://www.g2.com/products/dynamics-365-customer-service/reviews) |
| --- | --- |
| 4.4/5 (7,359 reviews) | 4.4/5 (32 reviews) |
| Mid-Market | Mid-Market |
| 7.9 | 7.4 |
| 8.3 | 8.4 |
| Ease of Use (1,259 all-time mentions) | Automation (recent reviews) |



### How do the pricing models of Agentforce Service... and Microsoft Dynamics 365 Customer Service compare?

Agentforce Service... and Microsoft Dynamics 365 Customer Service are rated at parity for value, with both scoring closely on price satisfaction.

- **Agentforce Service...:** Recent reviews highlight concerns about rising licensing costs and add-on fees, especially for small teams, but also note strong ROI from automation and operational efficiency.
- **Microsoft Dynamics 365 Customer Service:** Reviewers mention high license costs but appreciate the value from integration with the Microsoft ecosystem and automation features.



### What are the best alternatives to Agentforce Service... and Microsoft Dynamics 365 Customer Service?

The top three alternatives to Agentforce Service... and Microsoft Dynamics 365 Customer Service are ServiceNow Customer Service Management, Sprinklr Service, and Zendesk for Customer Service.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5 (7,359) | Mid-Market | Pricing can be high for smaller teams; strong ROI from automation | Ease of Use (1,259 all-time mentions) |
| [Microsoft Dynamics 365 Customer Service](https://www.g2.com/products/dynamics-365-customer-service/reviews) | 4.4/5 (32) | Mid-Market | High license cost; value from Microsoft ecosystem integration | Automation (recent reviews) |
| [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5 (499) | Enterprise | — | Enterprise-grade workflow automation |
| [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) | 4.3/5 (753) | Enterprise | — | Omnichannel engagement |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7,034) | Mid-Market | — | Ease of use and rapid deployment |



### Which Customer Service Automation features should I prioritize when comparing Agentforce Service... and Microsoft Dynamics 365 Customer Service?

Buyers should prioritize automation, ease of use, integration capabilities, centralized information, and customization when comparing Agentforce Service... and Microsoft Dynamics 365 Customer Service.

- **Automation:** Agentforce Service... (391 all-time mentions for efficiency improvement), Microsoft Dynamics 365 Customer Service (automation cited in recent reviews)
- **Ease of Use:** Agentforce Service... (8.4/10, 1,259 all-time mentions), Microsoft Dynamics 365 Customer Service (7.9/10, 2 all-time mentions)
- **Integration Capabilities:** Agentforce Service... (314 all-time mentions for Salesforce integration), Microsoft Dynamics 365 Customer Service (integrations cited in recent reviews)
- **Centralized Information:** Agentforce Service... (433 all-time mentions), Microsoft Dynamics 365 Customer Service (unified customer view cited in recent reviews)
- **Customization:** Agentforce Service... (478 all-time mentions), Microsoft Dynamics 365 Customer Service (limited customization cited in recent reviews)



### What are the pros and cons of Agentforce Service... vs Microsoft Dynamics 365 Customer Service?

Agentforce Service... stands out for ease of use and workflow automation, while Microsoft Dynamics 365 Customer Service is highlighted for automation and unified customer views.

- **Agentforce Service... strengths:** Ease of use (1,259 all-time mentions), efficiency (973), helpfulness (591), customization (478), centralized information (433), Salesforce integration (314), time-saving (287)
- **Agentforce Service... trade-offs:** Complexity (697), learning curve (583), steep learning curve (474), slow loading/performance (127), higher costs for advanced features
- **Microsoft Dynamics 365 Customer Service strengths:** Automation (recent reviews), unified customer view, omnichannel capabilities, integration with Microsoft ecosystem
- **Microsoft Dynamics 365 Customer Service trade-offs:** Limited customization and functionality (2 all-time mentions each), not intuitive (2), difficult setup (recent reviews), high license cost, performance issues with large data sets



### Is Agentforce Service... or Microsoft Dynamics 365 Customer Service better for small businesses?

Agentforce Service... is a better fit for small businesses based on its strong mid-market presence and reviewer sentiment about ease of use and onboarding.

- **Agentforce Service...:** Largest segment is Mid-Market; reviewers highlight ease of use, rapid onboarding, and strong automation for scaling support without large teams.
- **Microsoft Dynamics 365 Customer Service:** Largest segment is Mid-Market; reviewers note value for organizations already invested in the Microsoft ecosystem but mention complexity and higher license costs as trade-offs for smaller teams.



### Which Customer Service Automation platform has better integrations?

Agentforce Service... is favored for integrations, with reviewers citing more frequent and broader integration capabilities.

- **Agentforce Service...:** 314 G2 reviews mention Salesforce integration, and 37 reviews mention Slack integration, with additional recent mentions of Google Drive and WhatsApp.
- **Microsoft Dynamics 365 Customer Service:** Recent reviews mention integration with NICE CXone, Teams, and Outlook, but with fewer total mentions and some integration challenges cited.



### How do Agentforce Service... and Microsoft Dynamics 365 Customer Service compare on customer support?

Agentforce Service... and Microsoft Dynamics 365 Customer Service are rated at parity for Quality of Support, both scoring within 0.1 points of each other (8.3 vs 8.4).

- **Agentforce Service...:** Reviewers describe support as generally responsive, with some noting slow responses for non-urgent tickets and a need for more tailored onboarding resources.
- **Microsoft Dynamics 365 Customer Service:** Reviewers highlight accessible Microsoft support channels and helpful documentation, with some noting occasional delays and the need for technical expertise for advanced issues.



### Which is easier to implement, Agentforce Service... or Microsoft Dynamics 365 Customer Service?

Agentforce Service... and Microsoft Dynamics 365 Customer Service are rated at parity for Ease of Setup, with scores of 7.9 and 7.4 respectively, below the materiality threshold.

- **Agentforce Service...:** Reviewers note a learning curve and complexity for advanced configurations, but many describe the initial setup as straightforward, especially with strong documentation and onboarding tools.
- **Microsoft Dynamics 365 Customer Service:** Reviewers mention that setup is generally easy with Microsoft Learn resources, but advanced customizations require technical skills and can be time-consuming.



### Which product has better Automation?

Agentforce Service... is more frequently cited for automation, with higher all-time mention counts and reviewer sentiment highlighting its workflow automation capabilities.

- **Agentforce Service...:** Automation and efficiency improvement cited in 391 all-time reviews, with additional mentions of AI-driven case routing and workflow automation.
- **Microsoft Dynamics 365 Customer Service:** Automation cited in recent reviews, with reviewers noting predictive insights and automated assistance as key strengths.



| | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,358 | 32 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (53.6% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

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

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.5 (20 reviews) | 
  | **Ease of Use** | 8.4 (5484 reviews) | 7.9 (20 reviews) | 
  | **Ease of Setup** | 7.9 (4237 reviews) | 7.4 (9 reviews) | 
  | **Ease of Admin** | 8.2 (1563 reviews) | 7.7 (8 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.4 (19 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1544 reviews) | 8.6 (6 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2800 reviews) | 8.2 (19 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

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Call & Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1734 |
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1227 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1280 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1187 reviews) ✓ Verified | 8.9 (9 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (984 reviews) | 8.7 (9 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1168 reviews) ✓ Verified | 8.2 (10 reviews) | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1075 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (179 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (66 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (70 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | 8.7 (10 reviews) | 
| **Chat/Live Support** | 8.2 (863 reviews) | 8.3 (9 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (809 reviews) ✓ Verified | 8.0 (10 reviews) | 
| **Voice** | 8.1 (769 reviews) | 8.5 (10 reviews) ✓ Verified | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | 8.3 (6 reviews) | 
| **Customization ** | 8.4 (824 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | 
| **Third-Party Integrations** | 8.3 (651 reviews) ✓ Verified | 8.3 (7 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 8.5 (9 reviews) ✓ Verified | 
| **Activity Dashboard** | 8.3 (1184 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Database Management ** | 8.8 (231 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (230 reviews) | Not enough data | 
| **Issue Management** | 8.7 (228 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (214 reviews) | Not enough data | 
| **Analytics** | 8.5 (213 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Policies and Controls** | 8.7 (229 reviews) | Not enough data | 
| **Data Governance** | 8.7 (228 reviews) | Not enough data | 
| **Compliance** | 8.6 (228 reviews) | Not enough data | 
| **Auditing** | 8.6 (225 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Intelligent Search** | 8.2 (213 reviews) | Not enough data | 
| **Suggestions** | 8.2 (206 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (196 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (218 reviews) | Not enough data | 
| **Data Transport** | 8.7 (221 reviews) | Not enough data | 
| **Access Management** | 9.0 (221 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (222 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Integrations** | 8.6 (214 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (215 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (220 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.6 (151 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 135 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (127 reviews) | Not enough data | 
| **Open Listening** | 8.3 (118 reviews) | Not enough data | 
| **Physical Media** | 7.5 (117 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (117 reviews) | Not enough data | 
| **Create Content** | 8.0 (118 reviews) | Not enough data | 
| **Personalization** | 8.3 (121 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (120 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (114 reviews) | Not enough data | 
| **Batch Communications** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **On-Demand Communications** | Not enough data | Not enough data | 
| **Interactive Content** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.5 (112 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (111 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Video Support** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 217 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **All-Employee Access** | 8.6 (204 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (207 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (205 reviews) | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (205 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (198 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (203 reviews) | Not enough data | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.6 (179 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (180 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Customer Complaint Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Issue Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 79 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Evaluation** | 8.8 (70 reviews) | Not enough data | 
| **Calibration** | 8.7 (67 reviews) | Not enough data | 
| **Reports** | 8.7 (70 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Feedback** | 8.8 (68 reviews) | Not enough data | 
| **Dashboards** | 8.8 (68 reviews) | Not enough data | 
| **Training** | 8.8 (68 reviews) | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Third-Party Integrations** | 8.7 (69 reviews) | Not enough data | 
| **Compliance** | 8.8 (69 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (59 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (60 reviews) | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customer Journey Mapping** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Customer Surveys** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Leaderboards** | Not enough data | Not enough data | 
| **Employee Reward Programs** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **KPI Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Multiple Scoring Models** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Screen Recording** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | Not enough data | 
| **Social** | 7.3 (269 reviews) | Not enough data | 
| **Live 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) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Call Routing** | 7.9 (270 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (268 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (258 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 (260 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (262 reviews) | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.3 (7 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Session Summary Notes** | 7.9 (257 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 | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Call Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 63 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Agent Availability** | 7.9 (57 reviews) | Not enough data | 
| **Skills Management** | 7.9 (56 reviews) | Not enough data | 
| **Shift Scheduling** | 7.4 (56 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (55 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (55 reviews) | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Automation** | 8.2 (58 reviews) | Not enough data | 
| **Productivity Analysis** | 8.3 (56 reviews) | Not enough data | 
| **Dashboards** | 8.4 (56 reviews) | Not enough data | 
| **Labor Forecasting** | 7.6 (54 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (54 reviews) | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 
| **Leave Tracking** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **For Call Centers** | Not enough data | Not enough data | 
| **Employee Time Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Activity Monitoring** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Online Time Clock** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Personalization** | 8.6 (104 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (103 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (99 reviews) | Not enough data | 
| **Proactive Engagement** | 8.2 (105 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Intelligent Routing** | 8.2 (102 reviews) | Not enough data | 
| **Seamless Escalation** | 8.1 (99 reviews) | Not enough data | 
| **Transcripts** | 8.1 (102 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (100 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (96 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (95 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 183 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Text** | 8.4 (147 reviews) | Not enough data | 
| **Speech** | 8.0 (143 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (145 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (149 reviews) | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Learning** | 7.6 (142 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (139 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Workflow Management** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Customer Communication** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.2/10 | 1014 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (108 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (109 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.7 (108 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (311 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.6 (330 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (277 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (279 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.8 (160 reviews) | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customization ** | 8.4 (824 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (296 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (288 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (320 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (291 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (324 reviews) ✓ Verified | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 738 |
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.2 (126 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (595 reviews) | 8.9 (15 reviews) | 
| **Searchable Articles** | 8.3 (578 reviews) | 8.2 (13 reviews) | 
| **Community Forums** | 8.3 (527 reviews) | 8.1 (12 reviews) | 
| **Mobile Optimization** | 8.0 (214 reviews) | 7.8 (6 reviews) | 
| **Personalization** | 8.4 (225 reviews) | 7.8 (6 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Branding** | 8.4 (224 reviews) | 8.9 (6 reviews) | 
| **Automation** | 8.6 (233 reviews) | 9.4 (6 reviews) | 
| **Artificial Intelligence** | 7.6 (203 reviews) | 8.3 (7 reviews) | 
| **Integrations** | 8.5 (218 reviews) | 8.6 (6 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 8.3 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.8 (7 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (6 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 8.9 (6 reviews) | Not enough data | 
| **Decision Making** | 8.6 (6 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 340 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (55 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (55 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Mentions** | 8.6 (244 reviews) | Not enough data | 
| **Tickets** | 8.6 (264 reviews) | Not enough data | 
| **Macros** | 8.3 (225 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Email** | 8.8 (274 reviews) | Not enough data | 
| **Social** | 8.4 (248 reviews) | Not enough data | 
| **Live Chat** | 8.5 (231 reviews) | Not enough data | 
| **Phone** | 8.6 (232 reviews) | Not enough data | 
| **Text** | 8.6 (214 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Surveys** | 8.6 (230 reviews) | Not enough data | 
| **Reporting** | 8.8 (266 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (205 reviews) | Not enough data | 
| **Help Desk** | 8.7 (252 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 88 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (80 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (81 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 32 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Brand Design Consistency** | 8.6 (29 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (29 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (29 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (29 reviews) | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Mobile Survey** | Not enough data | Not enough data | 
| **Pulse Surveys** | Not enough data | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (29 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (28 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (29 reviews) | Not enough data | 
| **Real-Time Action** | 8.5 (28 reviews) | Not enough data | 
| **360 Degree Feedback** | Not enough data | Not enough data | 
| **Anonymous Feedback** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Text Analysis** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Security** | 9.0 (29 reviews) | Not enough data | 
| **System Monitoring** | 8.6 (28 reviews) | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **GPS** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customer Experience Management** | Not enough data | Not enough data | 
| **NPS of Employees** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Question Library** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Multi-Channel Distribution** | Not enough data | Not enough data | 
| **Ratings/Reviews** | Not enough data | Not enough data | 
| **Negative Feedback Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Text Fields** | Not enough data | Not enough data | 
| **Customizable Questions** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Conditional Logic** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **NPS of Customers** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **NPS Survey Structure** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Question Branching** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (10):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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), [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)



---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Small-Business** | 18.7% | 14.3% | 
| **Mid-Market** | 42.8% | 53.6% | 
| **Enterprise** | 38.5% | 32.1% | 

### By Industry

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

- **Information Technology and Services:** 11.4%
- **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:** 49.0%

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

---
## 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 (495 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (758 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7914 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7061 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3770 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2924 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1567 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (566 reviews)

### Alternatives to Dynamics 365 Customer Service

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7061 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3770 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2924 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1567 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (495 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7914 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1354 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..."

### Dynamics 365 Customer Service

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-dynamics-365-customer-service)