# Agentforce Service (formerly Salesforce Service Cloud) vs Fullstory Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in user satisfaction, boasting a significantly higher overall score compared to Fullstory. Users appreciate its intuitive design, which allows teams to quickly master the platform with minimal training, making it a reliable choice for managing customer interactions.
- **Users say** that Fullstory shines in its session replay and behavioral analytics capabilities, providing clear insights into user behavior on websites and apps. This feature is particularly valued by teams looking to enhance user experience and optimize their digital offerings.
- **Reviewers mention** that Agentforce Service offers a comprehensive solution for field operations, streamlining scheduling and dispatching through a single platform. This integration has been highlighted as a game-changer for teams managing complex logistics.
- **According to verified reviews** , Fullstory's user-friendly interface is a standout feature, making it accessible even for those without a technical background. This ease of navigation is a significant advantage for teams looking to quickly implement analytics without extensive training.
- **Users highlight** that while Agentforce Service provides robust support and training resources, Fullstory's customer success management team has received praise for going above and beyond, ensuring users feel supported throughout their journey with the product.
- **Reviewers note** that Agentforce Service's transition to autonomous AI agents has improved service contextuality, allowing for more personalized customer interactions. In contrast, Fullstory's analytics capabilities, while strong, may not offer the same level of operational integration that some users desire.



| | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 7,356 | 1,051 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (43.6% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Contact Us | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

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

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

### Fullstory

Pros:
- Ease of Use (63 reviews)
- Insights (58 reviews)

Cons:
- Learning Curve (32 reviews)
- Limitations (27 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.7 (891 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 8.3 (903 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 8.4 (537 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 8.7 (319 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 9.0 (690 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.0 (301 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.8 (850 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

### Fullstory

#### Entry-Level Pricing

Plan: Business

Price: Contact Us

Description: For teams that need total cross-functional clarity into their digital portfolio.

Key Features:
- Autocapture
- Session Insights
- Core Product Analytics

[Browse all 4 editions](https://www.g2.com/products/fullstory/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

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

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

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

#### Platform

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

### Digital Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 7.9/10 | 341 |

#### Metrics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Sessions - Digital Analytics** | Not enough data | 8.5 (271 reviews) | 
| **Engagement** | Not enough data | 8.6 (265 reviews) | 
| **Entry and Exit Pages** | Not enough data | 8.3 (254 reviews) | 
| **Standard Event Tracking** | Not enough data | 8.7 (272 reviews) | 
| **Custom Event Tracking** | Not enough data | 8.4 (278 reviews) | 
| **Retention** | Not enough data | 7.8 (246 reviews) | 
| **Return** | Not enough data | 7.7 (246 reviews) | 
| **Conversions** | Not enough data | 8.2 (259 reviews) | 
| **Funnels** | Not enough data | 8.5 (261 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Real-Time Reporting** | Not enough data | 8.7 (276 reviews) | 
| **Trending** | Not enough data | 8.3 (264 reviews) | 
| **Retroactive Reporting** | Not enough data | 7.9 (263 reviews) | 
| **Segmentation** | Not enough data | 8.7 (268 reviews) | 
| **Mobile Reporting** | Not enough data | 7.9 (235 reviews) | 
| **Unification Across Devices** | Not enough data | 7.8 (241 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.4 (264 reviews) | 

#### Other

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **User Data** | Not enough data | 8.3 (265 reviews) | 
| **Site Search Reporting** | Not enough data | 7.8 (232 reviews) | 
| **Load Time Monitoring** | Not enough data | 8.0 (256 reviews) | 
| **Campaign Tracking** | Not enough data | 7.6 (227 reviews) | 
| **E-Commerce** | Not enough data | 7.4 (227 reviews) | 
| **Promotional Messages** | Not enough data | 6.6 (222 reviews) | 
| **Administration Alerts** | Not enough data | 7.6 (215 reviews) | 

#### Agentic AI - Digital Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.1 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.5 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 6.4 (13 reviews) | 
| **Decision Making** | Not enough data | 6.4 (13 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **API / Integrations** | Not enough data | 7.5 (254 reviews) | 
| **QA Testing** | Not enough data | 7.8 (258 reviews) | 
| **Performance and Reliability** | Not enough data | 8.7 (272 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.3 (272 reviews) | 

### Mobile App Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 8.5/10 | 94 |

#### User Identification

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Demographics** | Not enough data | 7.7 (75 reviews) | 
| **User Segmentation** | Not enough data | 8.5 (78 reviews) | 
| **Geolocation** | Not enough data | 8.8 (78 reviews) | 

#### Tracking & Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Custom Event Tracking** | Not enough data | 8.5 (77 reviews) | 
| **Real-Time Insights** | Not enough data | 9.0 (76 reviews) | 
| **Attribution** | Not enough data | 8.2 (75 reviews) | 
| **Dashboard** | Not enough data | 8.8 (80 reviews) | 
| **User Path Tracking** | Not enough data | 8.7 (82 reviews) | 
| **User Activity History** | Not enough data | 8.8 (81 reviews) | 

#### Metrics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Engagement** | Not enough data | 8.8 (80 reviews) | 
| **Exit Tracking** | Not enough data | 8.5 (75 reviews) | 
| **Retention** | Not enough data | 8.2 (73 reviews) | 
| **Return** | Not enough data | 8.1 (74 reviews) | 
| **Conversions** | Not enough data | 8.7 (78 reviews) | 

### Session Replay

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 8.2/10 | 439 |

#### User Behavior

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Click Tracking** | Not enough data | 9.0 (378 reviews) ✓ Verified | 
| **Mouse Movement ** | Not enough data | 8.6 (356 reviews) ✓ Verified | 
| **Frustration Tracking** | Not enough data | 8.5 (381 reviews) ✓ Verified | 

#### A/B Testing 

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Error and Bug Tracking** | Not enough data | 8.5 (358 reviews) ✓ Verified | 
| **Split URL Testing** | Not enough data | 8.1 (72 reviews) | 
| **Data Analysis** | Not enough data | 8.3 (363 reviews) ✓ Verified | 
| **Notes** | Not enough data | 8.2 (328 reviews) ✓ Verified | 

#### Visitor Information

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **User Identification** | Not enough data | 8.5 (368 reviews) ✓ Verified | 
| **Search Box** | Not enough data | 8.2 (366 reviews) ✓ Verified | 

#### Agentic AI - Session Replay

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Cross-system Integration** | Not enough data | 6.1 (25 reviews) | 

### Contact Center Knowledge Base

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

#### Administration

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

#### Knowledge Management

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

#### Compliance

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

#### Customer Support

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

#### Data Security

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

#### Administration

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

#### Generative AI

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

### Digital Adoption Platform

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 8.5/10 | 69 |

#### User Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Survey Implementation** | Not enough data | 8.4 (40 reviews) | 
| **Data Analysis** | Not enough data | 8.1 (38 reviews) | 

#### User Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **User Segmentation** | Not enough data | 8.4 (42 reviews) | 
| **Multi-Language Support** | Not enough data | 8.0 (36 reviews) | 
| **Behavior-responsive Messaging** | Not enough data | 8.8 (38 reviews) | 

#### Walkthrough Type

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Audio-visual Walkthroughs** | Not enough data | Feature Not Available | 
| **Text Bubble Walkthroughs** | Not enough data | 9.1 (53 reviews) | 

#### Platform Basics - Digital Adoption Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Integration** | Not enough data | Not enough data | 
| **Communications** | Not enough data | Not enough data | 

#### Analytics - Digital Adoption Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Analytics** | Not enough data | Not enough data | 

#### Functions - Digital Adoption Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Customer self-service** | Not enough data | Not enough data | 
| **In-app guidance** | Not enough data | Not enough data | 

#### Agentic AI - Digital Adoption Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | 

### Product Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 7.1/10 | 232 |

#### Product Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Account-Level Analytics** | Not enough data | 7.8 (190 reviews) | 
| **User-Level Analytics** | Not enough data | 8.6 (205 reviews) | 
| **Segmentation** | Not enough data | 8.5 (199 reviews) | 
| **Funnels** | Not enough data | 8.4 (213 reviews) | 
| **Alerts** | Not enough data | 7.3 (197 reviews) | 
| **Multi-Product Analytics** | Not enough data | 7.7 (175 reviews) | 
| **User Scoring** | Not enough data | 7.3 (189 reviews) | 
| **Integrations** | Not enough data | 7.5 (176 reviews) | 

#### Agentic AI - Product Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.2 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 5.2 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 5.9 (9 reviews) | 
| **Proactive Assistance** | Not enough data | 5.2 (9 reviews) | 

#### Behavioral Analytics - Product Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Multi-Product Analytics** | Not enough data | Not enough data | 
| **User level Analytics** | Not enough data | Not enough data | 
| **Account level Analytics** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Funnels** | Not enough data | Not enough data | 

#### Platform Infrastructure - Product Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Cross System integrations** | Not enough data | Not enough data | 
| **Alerts** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### AI driven optimization - Product Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **User scoring** | Not enough data | Not enough data | 
| **Adaptive learning** | Not enough data | Not enough data | 
| **Automated insights** | Not enough data | Not enough data | 
| **Autonomous task execution** | Not enough data | Not enough data | 

### E-Commerce Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 6.4/10 | 90 |

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Reports** | Not enough data | 7.8 (76 reviews) | 
| **Dashboard** | Not enough data | 8.2 (83 reviews) | 
| **Web Analytics** | Not enough data | 8.4 (84 reviews) | 
| **Campaign Tracking** | Not enough data | 7.5 (78 reviews) | 
| **Customer Demographics** | Not enough data | 7.1 (77 reviews) | 
| **Predictive Analytics** | Not enough data | Feature Not Available | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Data Storage** | Not enough data | 7.8 (78 reviews) | 
| **A/B Testing** | Not enough data | 6.7 (80 reviews) | 
| **Integrations** | Not enough data | 7.2 (77 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.8 (77 reviews) | 

#### Agentic AI - E-Commerce Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Multi-step Planning** | Not enough data | 4.2 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 4.2 (6 reviews) | 
| **Adaptive Learning** | Not enough data | 5.3 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 4.2 (6 reviews) | 
| **Decision Making** | Not enough data | 4.8 (7 reviews) | 

### Customer Communications Management

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

#### Channels

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

#### Design

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

#### Generative AI

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

### Complaint Management

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

#### Usability

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

#### Reporting

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

#### Generative AI

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

### Customer Data Platform (CDP)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 7.3/10 | 100 |

#### Data Sourcing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Data Enrichment** | Not enough data | 7.4 (100 reviews) | 
| **Expandability** | Not enough data | 7.7 (98 reviews) | 
| **Content Marketing** | Not enough data | Feature Not Available | 
| **Multiple Devices** | Not enough data | 7.9 (99 reviews) | 

#### Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Marketing Metrics** | Not enough data | 6.9 (97 reviews) | 
| **Predictive Modeling** | Not enough data | 6.8 (99 reviews) | 
| **Recommendation Engine** | Not enough data | 7.0 (96 reviews) | 

### Contact Center Quality Assurance

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

#### Quality Assurance

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

#### Engagement

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

#### Performance

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

#### Generative AI

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

### Contact Center

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

#### Channels

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

#### Generative AI

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

#### Functions

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

#### Agentic AI - Contact Center

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

#### Administrative

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

### Contact Center Workforce

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

#### Workforce Management

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

#### Administration

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

### Conversational Support

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

#### Conversational Platform

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

#### Support Automation

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

#### Generative AI

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

### Customer Service Automation

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

#### Customer Support

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

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

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

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1017 |
| **Fullstory** | N/A | N/A |

#### Generative AI

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

#### Communication

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

####  Internal Use

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

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Fullstory** | 7.6/10 | 38 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 6.7 (10 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Feature Not Available | 
| **Searchable Articles** | 8.3 (580 reviews) | Feature Not Available | 
| **Community Forums** | 8.3 (529 reviews) | Feature Not Available | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.2 (24 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.9 (27 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.1 (33 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.9 (32 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 6.3 (25 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.1 (27 reviews) | 

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

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

#### Generative AI

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

#### Process

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

#### Channels

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

#### Insight

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

### Digital Customer Service Platforms

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

#### Generative AI

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

### Enterprise Feedback Management

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

#### Generative AI

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

#### Survey Management

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

#### Process Management

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

#### System Management

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

### Generative AI Infrastructure

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

#### Scalability and Performance - Generative AI Infrastructure

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI High Availability** | Not enough data | Not enough data | 
| **AI Model Training Scalability** | Not enough data | Not enough data | 
| **AI Inference Speed** | Not enough data | Not enough data | 

#### Cost and Efficiency - Generative AI Infrastructure

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI Cost per API Call** | Not enough data | Not enough data | 
| **AI Resource Allocation Flexibility** | Not enough data | Not enough data | 
| **AI Energy Efficiency** | Not enough data | Not enough data | 

#### Integration and Extensibility - Generative AI Infrastructure

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI Multi-cloud Support** | Not enough data | Not enough data | 
| **AI Data Pipeline Integration** | Not enough data | Not enough data | 
| **AI API Support and Flexibility** | Not enough data | Not enough data | 

#### Security and Compliance - Generative AI Infrastructure

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI GDPR and Regulatory Compliance** | Not enough data | Not enough data | 
| **AI Role-based Access Control** | Not enough data | Not enough data | 
| **AI Data Encryption** | Not enough data | Not enough data | 

#### Usability and Support - Generative AI Infrastructure

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **AI Documentation Quality** | Not enough data | Not enough data | 
| **AI Community Activity** | Not enough data | Not enough data | 

### Heatmap Tools

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 7.9/10 | 214 |

#### Agentic AI - Heatmap Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.7 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 7.1 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 7.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | 6.7 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.2 (6 reviews) | 
| **Decision Making** | Not enough data | 7.2 (6 reviews) | 

#### Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Conversion Opportunities** | Not enough data | 8.3 (179 reviews) | 
| **Side-By-Side Analysis** | Not enough data | 8.3 (172 reviews) | 
| **Mobile Device Analysis** | Not enough data | 8.2 (159 reviews) | 
| **Data Quantification** | Not enough data | 8.1 (171 reviews) | 
| **Webpage Element Analysis** | Not enough data | 8.7 (172 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Heat Maps** | Not enough data | 8.9 (189 reviews) | 
| **Session Replays** | Not enough data | 9.3 (199 reviews) | 
| **Monitoring** | Not enough data | 8.7 (186 reviews) | 
| **Data Segmentation** | Not enough data | 8.4 (173 reviews) | 

### SAP Store

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

#### Agentic AI - SAP Store

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

### Mobile Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 8.5/10 | 85 |

#### Metrics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Engagement** | Not enough data | 8.8 (80 reviews) | 
| **Exit Tracking** | Not enough data | 8.5 (75 reviews) | 
| **Retention** | Not enough data | 8.2 (73 reviews) | 
| **Return** | Not enough data | 8.1 (74 reviews) | 
| **Conversions** | Not enough data | 8.7 (78 reviews) | 

### Mobile App Optimization

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Fullstory** | 8.3/10 | 62 |

#### Variation Testing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **A/B Testing** | Not enough data | 7.5 (50 reviews) | 
| **WYSIWYG Editor** | Not enough data | 7.0 (48 reviews) | 
| **Conversion Goal** | Not enough data | 8.1 (49 reviews) | 
| **Percentage of Traffic** | Not enough data | 8.5 (51 reviews) | 
| **Confidence Level** | Not enough data | 7.7 (49 reviews) | 
| **Multivariant Testing** | Not enough data | 7.1 (47 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Segmentation** | Not enough data | 9.3 (55 reviews) | 
| **Reports and Dashboards** | Not enough data | 9.0 (54 reviews) | 

#### Personalization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Standard Targeting** | Not enough data | 8.2 (52 reviews) | 
| **Custom Targeting** | Not enough data | 7.8 (48 reviews) | 
| **Data Segmentation** | Not enough data | 9.0 (52 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **API / Integrations** | Not enough data | 8.3 (48 reviews) | 
| **QA Testing** | Not enough data | 8.3 (47 reviews) | 
| **Performance and Reliability** | Not enough data | 9.3 (53 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.0 (53 reviews) | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

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

**Unique to Fullstory (11):** [Generative AI Infrastructure Software](https://www.g2.com/categories/generative-ai-infrastructure), [SAP Store Software](https://www.g2.com/categories/sap-store), [E-Commerce Analytics Software](https://www.g2.com/categories/e-commerce-analytics), [Product Analytics Software](https://www.g2.com/categories/product-analytics), [Session Replay Software](https://www.g2.com/categories/session-replay), [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp), [Heatmap Tools](https://www.g2.com/categories/heatmap-tools), [Mobile App Analytics Tools](https://www.g2.com/categories/mobile-app-analytics), [Mobile App Optimization Software](https://www.g2.com/categories/mobile-app-optimization), [Digital Analytics Software](https://www.g2.com/categories/digital-analytics), [Digital Adoption Platforms](https://www.g2.com/categories/digital-adoption-platform)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Fullstory | 
|---|---|---|
| **Small-Business** | 18.7% | 38.1% | 
| **Mid-Market** | 42.8% | 43.6% | 
| **Enterprise** | 38.5% | 18.3% | 

### By Industry

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

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

#### Fullstory

- **Computer Software:** 22.5%
- **Information Technology and Services:** 10.9%
- **Financial Services:** 7.8%
- **Marketing and Advertising:** 5.6%
- **Retail:** 5.2%
- **Insurance:** 3.3%
- **Internet:** 3.1%
- **Leisure, Travel & Tourism:** 2.1%
- **Education Management:** 2.1%
- **Computer & Network Security:** 1.9%
- **Other:** 35.5%

---
## 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 (464 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7758 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3881 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Fullstory

- [Glassbox](https://www.g2.com/products/glassbox/reviews) — 4.9/5 stars (809 reviews)
- [Heap by Contentsquare](https://www.g2.com/products/heap-by-contentsquare/reviews) — 4.4/5 stars (1097 reviews)
- [Smartlook](https://www.g2.com/products/smartlook/reviews) — 4.6/5 stars (874 reviews)
- [Contentsquare](https://www.g2.com/products/contentsquare/reviews) — 4.6/5 stars (639 reviews)
- [LogRocket](https://www.g2.com/products/logrocket/reviews) — 4.6/5 stars (2387 reviews)
- [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) — 4.4/5 stars (1805 reviews)
- [Mouseflow](https://www.g2.com/products/mouseflow/reviews) — 4.6/5 stars (690 reviews)
- [Lucky Orange](https://www.g2.com/products/lucky-orange/reviews) — 4.6/5 stars (371 reviews)
- [Hotjar by Contentsquare](https://www.g2.com/products/hotjar-by-contentsquare/reviews) — 4.3/5 stars (342 reviews)
- [Quantum Metric](https://www.g2.com/products/quantum-metric/reviews) — 4.6/5 stars (274 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..."

### Fullstory

- Title: [Is there a possibility to add videos or images to the popups?](https://www.g2.com/discussions/is-there-a-possibility-to-add-videos-or-images-to-the-popups) — 2 comments, 1 upvote
  > **Top comment:** "I have seen the media upload. Now is it possible to add buttons to smart tips?"
- Title: [What is Session Replay?](https://www.g2.com/discussions/what-is-session-replay) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Session replay is the reproduction of a user’s interactions on a website or web application exactly or as closely as possible to how the user actually..."
- Title: [Is there anything FullStory doesn't support?](https://www.g2.com/discussions/is-there-anything-fullstory-doesn-t-support) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Alas, there are still a few things we can't do. This isn't necessarily an exhaustive list, since new technology is constantly popping up, but these are the..."
- Title: [What is FullStory used for?](https://www.g2.com/discussions/what-is-fullstory-used-for) — 1 comment, 1 upvote
  > **Top comment:** "FullStory is used for analysing user behaviour on websites and apps. It records user sessions, showing how visitors interact, helping businesses fix issues,..."
- Title: [What is Usetiful used for?](https://www.g2.com/discussions/what-is-usetiful-used-for) — 1 comment
  > **Top comment:** "Usetiful is a software platform designed to create and manage interactive onboarding and user guidance experiences for web applications and websites. It is..."

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