# Agentforce Service (formerly Salesforce Service Cloud) vs Gladly Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gladly. Users appreciate its intuitive interface, noting that their teams quickly adapted to the platform with minimal training, which enhances daily operations.
- **Users say** that Gladly shines in providing a unified view of customer interactions, allowing agents to access complete customer histories in one place. This feature is particularly beneficial for businesses that require personalized support, as it helps agents respond more efficiently to customer inquiries.
- **According to verified reviews** , Agentforce Service is praised for its robust automation capabilities, including the transition from static bots to autonomous AI agents. Users highlight how this feature allows for contextual responses based on specific Salesforce data, improving the overall customer experience.
- **Reviewers mention** that Gladly's strength lies in its ability to consolidate all communications into a single feed, which is especially useful for businesses that handle multiple channels. This integration helps streamline communication and ensures that no customer message is overlooked.
- **G2 reviewers report** that while Agentforce Service has a higher overall satisfaction score, Gladly receives commendations for its ease of use and setup. Users find Gladly's onboarding process straightforward, which can be a significant advantage for teams looking to implement a new system quickly.
- **Users say** that Agentforce Service's comprehensive features for managing field operations and customer tickets are invaluable, particularly for businesses with complex service needs. However, some users feel that Gladly's focus on customer history and personalized support gives it an edge in customer-centric industries.



| | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 7,342 | 1,112 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (60.8% 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)

### Gladly

Pros:
- Ease of Use (177 reviews)
- Helpful (122 reviews)

Cons:
- Missing Features (37 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2852 reviews) | 9.3 (801 reviews) | 
  | **Ease of Use** | 8.4 (5470 reviews) | 9.5 (807 reviews) | 
  | **Ease of Setup** | 7.9 (4223 reviews) | 9.3 (321 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.2 (177 reviews) | 
  | **Quality of Support** | 8.3 (2627 reviews) | 9.4 (764 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.5 (177 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2797 reviews) | 9.4 (769 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

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1733 |
| **Gladly** | 9.0/10 | 395 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 9.2 (204 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | 9.2 (217 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1186 reviews) ✓ Verified | 9.1 (210 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (985 reviews) | 9.1 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | 9.3 (200 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1074 reviews) ✓ Verified | 9.3 (212 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 8.3 (65 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 8.5 (66 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (77 reviews) | 8.5 (30 reviews) | 
| **Natural Language Interaction** | 8.5 (68 reviews) | 8.3 (29 reviews) | 
| **Proactive Assistance** | 8.5 (72 reviews) | 8.3 (28 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | 9.4 (209 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1216 reviews) ✓ Verified | 9.5 (227 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (864 reviews) | 9.5 (216 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 9.0 (177 reviews) ✓ Verified | 
| **Voice** | 8.1 (771 reviews) | 9.1 (205 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Mobile User Support** | 7.8 (559 reviews) ✓ Verified | 8.2 (142 reviews) ✓ Verified | 
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (705 reviews) ✓ Verified | 9.2 (156 reviews) ✓ Verified | 
| **Integration** | 8.3 (649 reviews) ✓ Verified | 9.1 (162 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 8.7 (161 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1183 reviews) ✓ Verified | 9.2 (159 reviews) ✓ Verified | 

### Contact Center Knowledge Base

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

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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 (220 reviews) | Not enough data | 

#### Generative AI

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

### Customer Communications Management

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

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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 | 218 |
| **Gladly** | N/A | N/A |

#### Usability

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

### Contact Center Quality Assurance

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

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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 | 314 |
| **Gladly** | 9.0/10 | 468 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 9.4 (424 reviews) | 
| **Social** | 7.4 (270 reviews) | 9.2 (356 reviews) | 
| **Web Chat** | 7.9 (276 reviews) | 9.4 (391 reviews) | 
| **Mobile SMS** | 7.4 (267 reviews) | 9.2 (386 reviews) | 
| **Email** | 8.8 (283 reviews) | 9.5 (427 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | 8.6 (146 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 9.0 (383 reviews) | 
| **Session Queuing** | 8.0 (269 reviews) | 9.1 (389 reviews) | 
| **Concurrent Calling** | 7.6 (259 reviews) | 9.1 (368 reviews) | 
| **Speech Analytics** | 7.2 (256 reviews) | Feature Not Available | 
| **Auto Dialer** | 7.2 (257 reviews) | Feature Not Available | 
| **IVR** | 7.2 (261 reviews) | 9.0 (344 reviews) | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 9.0 (376 reviews) | 
| **Persistent Data** | 8.1 (263 reviews) | 9.1 (366 reviews) | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 7.9 (26 reviews) | 
| **Cross-system Integration** | 9.6 (8 reviews) | 8.8 (26 reviews) | 
| **Natural Language Interaction** | 8.6 (7 reviews) | 8.3 (26 reviews) | 
| **Proactive Assistance** | 9.0 (7 reviews) | 8.3 (26 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | 9.4 (394 reviews) | 
| **Administrator Access** | 8.5 (261 reviews) | 9.2 (344 reviews) | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | 9.1 (379 reviews) | 
| **Session Recording** | 7.7 (250 reviews) | 9.4 (382 reviews) | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 9.1 (346 reviews) | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **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) | Gladly | 
|---|---|---|
| **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 |
| **Gladly** | 9.0/10 | 348 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.9 (301 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 9.3 (278 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 9.1 (276 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 9.3 (248 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 9.0 (291 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 9.1 (284 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 9.0 (271 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 9.0 (255 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 8.6 (108 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | 8.8 (108 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 176 |
| **Gladly** | 8.6/10 | 63 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | 8.7 (57 reviews) | 
| **Speech** | 8.0 (144 reviews) | 8.4 (53 reviews) | 
| **Knowledge Base** | 8.2 (145 reviews) | 8.8 (54 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | 8.6 (53 reviews) | 
| **Customization** | 8.2 (149 reviews) | 8.8 (56 reviews) | 
| **Intelligent Routing** | 8.1 (148 reviews) | 8.8 (55 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | 8.5 (54 reviews) | 
| **Language** | 7.7 (140 reviews) | Feature Not Available | 
| **Conversational AI** | 7.5 (140 reviews) | 8.5 (56 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1014 |
| **Gladly** | 9.0/10 | 447 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 8.6 (111 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 8.8 (113 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.8 (77 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.4 (328 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 9.2 (355 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 9.2 (298 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 9.3 (306 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.7 (255 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 9.2 (319 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.8 (278 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 9.3 (358 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Gladly** | 8.6/10 | 279 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 8.9 (82 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 9.4 (241 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 9.2 (226 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.8 (191 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 9.0 (197 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 9.0 (218 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 9.3 (212 reviews) | 
| **Automation** | 8.6 (234 reviews) | 9.2 (223 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.9 (213 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 9.2 (210 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 7.5 (19 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 8.1 (19 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 8.2 (19 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 8.0 (19 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 7.6 (19 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 8.2 (19 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 8.5 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Gladly** | 9.3/10 | 254 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 9.0 (61 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 9.0 (61 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 9.1 (179 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.4 (195 reviews) | 
| **Macros** | 8.3 (227 reviews) | 9.4 (181 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.7 (237 reviews) | 
| **Social** | 8.4 (250 reviews) | 9.3 (189 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 9.5 (226 reviews) | 
| **Phone** | 8.6 (234 reviews) | 9.3 (225 reviews) | 
| **Text** | 8.6 (216 reviews) | 9.5 (227 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 9.0 (197 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 9.3 (198 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 9.3 (181 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 9.5 (182 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Gladly** | 8.5/10 | 47 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | 8.4 (45 reviews) | 
| **AI Text Summarization** | 8.0 (82 reviews) | 8.5 (46 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gladly** | 8.4/10 | 17 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (15 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.5 (14 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.6 (14 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.5 (16 reviews) | 
| **Multilingual Support** | Not enough data | 8.3 (14 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (14 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (13 reviews) | 
| **Escalation Handling** | Not enough data | 8.6 (13 reviews) | 
| **Workflow Optimization** | Not enough data | 8.9 (15 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.9 (15 reviews) | 
| **Feedback Collection** | Not enough data | 8.0 (14 reviews) | 
| **Document Processing** | Not enough data | 7.3 (14 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.4 (15 reviews) | 
| **Adaptive Responses** | Not enough data | 8.8 (14 reviews) | 
| **Task Execution** | Not enough data | 8.3 (15 reviews) | 
| **Problem Solving** | Not enough data | 8.6 (15 reviews) | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (8):** [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), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to Gladly (1):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Gladly | 
|---|---|---|
| **Small-Business** | 18.7% | 22.3% | 
| **Mid-Market** | 42.8% | 60.8% | 
| **Enterprise** | 38.5% | 16.9% | 

### By Industry

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

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.4%
- **Health, Wellness and Fitness:** 4.3%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

---
## 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 (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7650 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)

### Alternatives to Gladly

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 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..."

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "Hi Jerick. Having a "training"  (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

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