# Agentforce Service (formerly Salesforce Service Cloud) vs Hive Comparison

| | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 7,358 | 668 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (62.0% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Free | 

---
## 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)

### Hive

Pros:
- Project Management (167 reviews)
- Ease of Use (159 reviews)

Cons:
- Missing Features (77 reviews)
- Learning Curve (49 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 9.2 (550 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 9.1 (552 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 9.3 (274 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.0 (189 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 9.3 (493 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.4 (190 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 9.6 (526 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

### Hive

#### Entry-Level Pricing

Plan: Hive Free

Price: Free

Description: Best for light project management.

Key Features:
- My Actions to-do list
- Unlimited task management
- Gantt, Kanban, summary and calendar views

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

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

#### Ticket and Case Management

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

### Project Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.5/10 | 328 |

#### Tasks

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Creation & Assignment** | Not enough data | 9.4 (299 reviews) ✓ Verified | 
| **Due Dates** | Not enough data | 9.3 (297 reviews) ✓ Verified | 
| **Task Prioritization** | Not enough data | 9.2 (288 reviews) ✓ Verified | 
| **To-Do Lists** | Not enough data | 9.1 (291 reviews) ✓ Verified | 
| **Dependencies** | Not enough data | 8.7 (261 reviews) ✓ Verified | 
| **Mass Updates** | Not enough data | 8.3 (228 reviews) ✓ Verified | 
| **Drag & Drop** | Not enough data | 8.8 (272 reviews) ✓ Verified | 
| **Recurring Tasks** | Not enough data | 8.9 (255 reviews) ✓ Verified | 

#### Projects

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Planning** | Not enough data | 9.2 (262 reviews) ✓ Verified | 
| **Project Map** | Not enough data | 9.0 (235 reviews) ✓ Verified | 
| **GANTT** | Not enough data | 8.6 (216 reviews) ✓ Verified | 
| **Calendar View** | Not enough data | 8.8 (262 reviews) ✓ Verified | 
| **Views** | Not enough data | 9.1 (272 reviews) ✓ Verified | 
| **Project Budgeting** | Not enough data | 7.7 (128 reviews) | 
| **Issue Tracking** | Not enough data | 8.4 (186 reviews) | 
| **Templates** | Not enough data | 8.9 (241 reviews) ✓ Verified | 
| **Critical Path** | Not enough data | 8.1 (133 reviews) | 
| **Time & Expense** | Not enough data | 8.4 (201 reviews) ✓ Verified | 
| **Methodologies** | Not enough data | 8.4 (180 reviews) ✓ Verified | 

#### Resource Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Resource Definiton** | Not enough data | 8.2 (176 reviews) ✓ Verified | 
| **Capacity** | Not enough data | 8.6 (190 reviews) ✓ Verified | 
| **Scheduling** | Not enough data | 8.8 (211 reviews) ✓ Verified | 

#### Project Monitoring

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Baselining / KPIs** | Not enough data | 8.2 (170 reviews) ✓ Verified | 
| **Resource Allocation** | Not enough data | 8.5 (181 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.7 (221 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (83 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (83 reviews) | 

#### Agentic AI - Project Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (19 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (19 reviews) | 
| **Cross-system Integration** | Not enough data | 8.1 (20 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (18 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.7 (18 reviews) | 
| **Decision Making** | Not enough data | 8.2 (18 reviews) | 

### Project and Portfolio Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.8/10 | 79 |

#### Portfolio Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Portfolio Types** | Not enough data | 8.6 (66 reviews) | 
| **Planning** | Not enough data | 9.3 (69 reviews) | 
| **Alignment** | Not enough data | 8.7 (67 reviews) | 
| **Portfolio Mix** | Not enough data | 8.3 (56 reviews) | 

#### Project Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Dependencies** | Not enough data | 9.0 (71 reviews) | 
| **Priorities** | Not enough data | 8.9 (71 reviews) | 
| **Lean Management** | Not enough data | 8.7 (67 reviews) | 

#### Resource Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Definition** | Not enough data | 8.7 (67 reviews) | 
| **Allocation** | Not enough data | 8.7 (66 reviews) | 
| **Optimization** | Not enough data | 8.8 (68 reviews) | 

#### Data & Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Data Consolidation** | Not enough data | 8.7 (67 reviews) | 
| **Visualizations** | Not enough data | 8.9 (67 reviews) | 
| **Performance** | Not enough data | 8.7 (67 reviews) | 
| **Risk Analysis** | Not enough data | 8.4 (66 reviews) | 

#### Strategy - Project and Portfolio Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Simulation** | Not enough data | 8.6 (45 reviews) | 
| **Tracking** | Not enough data | 8.9 (46 reviews) | 
| **Planning** | Not enough data | 8.8 (47 reviews) | 
| **Objectives** | Not enough data | 8.5 (46 reviews) | 
| **Visiblity** | Not enough data | 9.0 (46 reviews) | 
| **Alignment** | Not enough data | 8.6 (46 reviews) | 
| **Risk Management** | Not enough data | 8.8 (46 reviews) | 
| **Implementation** | Not enough data | 9.0 (47 reviews) | 
| **Optimization** | Not enough data | 9.0 (46 reviews) | 
| **Prioritization** | Not enough data | 8.8 (46 reviews) | 

### Strategy and Innovation Roadmapping Tools

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 9.5/10 | 20 |

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Analytics** | Not enough data | 9.6 (16 reviews) | 

#### Execution

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Team Collaboration** | Not enough data | 9.8 (16 reviews) | 
| **Project Management** | Not enough data | 9.7 (16 reviews) | 
| **Task Management** | Not enough data | 9.8 (15 reviews) | 

#### Roadmapping

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Roadmaps** | Not enough data | 8.9 (16 reviews) | 
| **Timelines** | Not enough data | 9.3 (15 reviews) | 

### Business Instant Messaging

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.8/10 | 118 |

#### Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **File Sharing** | Not enough data | 9.1 (96 reviews) | 
| **Notifications** | Not enough data | 8.9 (104 reviews) | 
| **Search** | Not enough data | 8.4 (97 reviews) | 

#### Business Instant Messaging 

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Audio Conferencing** | Not enough data | 8.4 (53 reviews) | 
| **Video Conferencing** | Not enough data | 8.3 (55 reviews) | 

#### Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Mobile Application** | Not enough data | 7.8 (94 reviews) | 
| **Web Application** | Not enough data | 9.3 (103 reviews) | 
| **Integrations** | Not enough data | 8.9 (85 reviews) | 

#### Generative AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Text Summarization** | Not enough data | 8.9 (16 reviews) | 

#### AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Powered Search** | Not enough data | 8.7 (14 reviews) | 
| **Smart Notifications** | Not enough data | 8.8 (16 reviews) | 
| **AI Powered Language Translation** | Not enough data | 8.7 (15 reviews) | 
| **Content Generation** | Not enough data | 8.8 (15 reviews) | 

#### Agentic AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Cross-system Integration** | Not enough data | 9.2 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.4 (8 reviews) | 

### Contact Center Knowledge Base

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

#### Administration

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

### AI Writing Assistant

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.3/10 | 11 |

#### Grammar

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Grammar Check** | Not enough data | 7.4 (9 reviews) | 
| **Tone Check** | Not enough data | 8.1 (7 reviews) | 
| **Sentence Formatting** | Not enough data | 9.0 (7 reviews) | 

#### Formatting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Plagiarism Check** | Not enough data | 7.9 (7 reviews) | 
| **Style Editor** | Not enough data | 8.3 (7 reviews) | 
| **Citation Finder** | Not enough data | 7.6 (7 reviews) | 

#### Content 

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Idea Recommendation** | Not enough data | 8.3 (7 reviews) | 
| **Content Generation** | Not enough data | 8.3 (7 reviews) | 
| **Form Generation** | Not enough data | 7.2 (6 reviews) | 

#### Product Type

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Standalone Application** | Not enough data | 9.0 (7 reviews) | 
| **Plugin** | Not enough data | Feature Not Available | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.3 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (5 reviews) | 

### Workflow Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.3/10 | 101 |

#### Setup

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Activities** | Not enough data | 8.8 (79 reviews) | 
| **Flows** | Not enough data | 9.1 (82 reviews) | 
| **Dependencies** | Not enough data | 8.6 (84 reviews) | 
| **Notifications** | Not enough data | 8.9 (90 reviews) | 

#### Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Updates** | Not enough data | 8.9 (81 reviews) | 
| **Audit Trail** | Not enough data | 8.5 (73 reviews) | 
| **Integration** | Not enough data | 8.0 (77 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (51 reviews) | 

#### Agentic AI - Workflow Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (13 reviews) | 
| **Multi-step Planning** | Not enough data | 7.8 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (13 reviews) | 
| **Adaptive Learning** | Not enough data | 8.1 (13 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (12 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (12 reviews) | 
| **Decision Making** | Not enough data | 7.9 (12 reviews) | 

### Customer Communications Management

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

#### Channels

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

#### Usability

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

#### Quality Assurance

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

#### Channels

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

#### Functions

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

### Objectives and Key Results (OKR)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 9.5/10 | 22 |

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Feedback** | Not enough data | 9.9 (16 reviews) | 
| **Confidence Levels** | Not enough data | 9.9 (16 reviews) | 
| **Messaging Integrations** | Not enough data | 9.3 (17 reviews) | 
| **Onboarding** | Not enough data | 9.3 (17 reviews) | 

#### Goal Creation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Team OKR** | Not enough data | 9.1 (13 reviews) | 
| **Individual OKR** | Not enough data | 9.1 (13 reviews) | 
| **Mind Mapping** | Not enough data | Feature Not Available | 
| **Action Item Creation** | Not enough data | 9.7 (15 reviews) | 

#### Agentic AI - Objectives and Key Results (OKR)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Natural Language Interaction** | Not enough data | 9.4 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 10.0 (6 reviews) | 

### Kanban Project Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 9.1/10 | 51 |

#### Tasks

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Tasks** | Not enough data | 9.6 (44 reviews) | 
| **Details** | Not enough data | 9.3 (42 reviews) | 
| **Priority** | Not enough data | 9.2 (41 reviews) | 

#### Agentic AI - Kanban Project Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (9 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (9 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (9 reviews) | 
| **Adaptive Learning** | Not enough data | 9.6 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.0 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 9.2 (8 reviews) | 
| **Decision Making** | Not enough data | 9.4 (8 reviews) | 

#### Kanban Boards

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Kanban Cards** | Not enough data | 9.4 (42 reviews) | 
| **Drag and Drop** | Not enough data | 9.5 (43 reviews) | 
| **Visibility** | Not enough data | 9.7 (42 reviews) | 

#### Planning

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Workflow** | Not enough data | 9.2 (42 reviews) | 
| **Backlog** | Not enough data | 8.8 (37 reviews) | 
| **Optimization** | Not enough data | 9.0 (37 reviews) | 

### Marketing Calendar

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.9/10 | 43 |

#### Platform Basics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Drag & Drop Scheduling** | Not enough data | 9.2 (33 reviews) | 
| **Project and Task Lists Organization** | Not enough data | 9.4 (32 reviews) | 
| **Project Templates** | Not enough data | 9.3 (30 reviews) | 
| **Budgeting and Cost Estimation** | Not enough data | 8.3 (27 reviews) | 
| **Team Member Roles** | Not enough data | 9.0 (31 reviews) | 
| **Automated Alerts and Notficiations** | Not enough data | 8.7 (32 reviews) | 

#### Content Planning

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Content Organization** | Not enough data | 9.4 (30 reviews) | 
| **Task Assignment** | Not enough data | 9.4 (34 reviews) | 
| **Content Scheduling** | Not enough data | 9.6 (30 reviews) | 

#### Marketing Campaign Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Performance and ROI Tracking** | Not enough data | 8.5 (26 reviews) | 
| **Activity Tracking** | Not enough data | 9.2 (30 reviews) | 

#### Agentic AI - Marketing Calendar

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.6 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (6 reviews) | 

#### Other Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Integrations** | Not enough data | 8.7 (30 reviews) | 
| **Reporting** | Not enough data | 8.7 (29 reviews) | 

### Task Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.9/10 | 58 |

#### Task Creation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Creation & Assignment** | Not enough data | 9.5 (48 reviews) | 
| **Due Dates** | Not enough data | 9.5 (46 reviews) | 
| **Drag & Drop** | Not enough data | 9.2 (48 reviews) | 
| **Mass Updates** | Not enough data | 8.7 (43 reviews) | 

#### Task Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Task Prioritization** | Not enough data | 9.4 (48 reviews) | 
| **To-Do Lists** | Not enough data | 9.4 (46 reviews) | 
| **Dependencies** | Not enough data | 9.2 (44 reviews) | 
| **Recurring Tasks** | Not enough data | 9.1 (44 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (18 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (18 reviews) | 

### Work Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.6/10 | 51 |

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Workflows** | Not enough data | 9.1 (39 reviews) | 
| **Customization** | Not enough data | 8.9 (38 reviews) | 
| **Data repository** | Not enough data | 8.9 (35 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Permissions** | Not enough data | 9.0 (37 reviews) | 
| **Procedures** | Not enough data | 8.6 (37 reviews) | 
| **Remote Work** | Not enough data | 8.9 (36 reviews) | 

#### Project management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Task Prioritization** | Not enough data | 9.3 (36 reviews) | 
| **Dependencies** | Not enough data | 9.1 (38 reviews) | 
| **Planning** | Not enough data | 8.9 (40 reviews) | 
| **Views** | Not enough data | 9.0 (37 reviews) | 
| **Scheduling** | Not enough data | 8.9 (36 reviews) | 
| **Critical Path** | Not enough data | 8.7 (35 reviews) | 
| **Dashboards** | Not enough data | 8.9 (37 reviews) | 

#### Workload

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Resource Allocation** | Not enough data | 8.8 (36 reviews) | 
| **Workspace** | Not enough data | 8.9 (35 reviews) | 
| **Configuration** | Not enough data | 8.4 (35 reviews) | 
| **Insights** | Not enough data | 8.5 (34 reviews) | 

#### Communication & Collaboration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Communication Channels** | Not enough data | 8.7 (36 reviews) | 
| **Document Management** | Not enough data | 9.1 (35 reviews) | 
| **Collaboration** | Not enough data | 9.3 (38 reviews) | 

#### Cost Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Project Budgeting** | Not enough data | 8.2 (36 reviews) | 
| **Time & Expense** | Not enough data | 8.1 (33 reviews) | 
| **Profitability** | Not enough data | 8.1 (33 reviews) | 

#### Integration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Front Office** | Not enough data | 8.2 (34 reviews) | 
| **Back Office** | Not enough data | 8.5 (33 reviews) | 
| **External data** | Not enough data | 8.2 (34 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (17 reviews) | 
| **AI Text Summarization** | Not enough data | 7.3 (17 reviews) | 

#### Agentic AI - Work Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (10 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (10 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (10 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (10 reviews) | 

### Contact Center Workforce

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

#### Workforce Management

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

#### Conversational Platform

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

### Online Form Builder

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.6/10 | 27 |

#### Customization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Custom Fields** | Not enough data | 9.2 (22 reviews) | 
| **Conditional Logic** | Not enough data | 9.1 (20 reviews) | 
| **Multi-page Forms** | Not enough data | 9.0 (19 reviews) | 
| **Design** | Not enough data | 8.8 (21 reviews) | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Embedded Forms** | Not enough data | 8.9 (19 reviews) | 
| **Offline Capability** | Not enough data | Feature Not Available | 
| **Notifications** | Not enough data | 9.5 (22 reviews) | 
| **Payments** | Not enough data | 7.5 (17 reviews) | 
| **Mobile Forms** | Not enough data | 7.1 (8 reviews) | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 9.8/10 | 8 |

#### Sorting & Filtering

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Attachment Search** | Not enough data | 10.0 (5 reviews) | 
| **Tags** | Not enough data | 9.7 (5 reviews) | 
| **AI Sorting** | Not enough data | 9.7 (5 reviews) | 
| **Predefined Rules** | Not enough data | 10.0 (5 reviews) | 

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | 10.0 (5 reviews) | 
| **Gmail Integration** | Not enough data | 10.0 (5 reviews) | 
| **Apple Calendar Integration** | Not enough data | 10.0 (5 reviews) | 

#### Time Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Unified Inbox** | Not enough data | 9.3 (5 reviews) | 
| **Email Automation** | Not enough data | 10.0 (5 reviews) | 
| **Snooze** | Not enough data | 9.0 (5 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **AI Text Generation** | Not enough data | 10.0 (5 reviews) | 
| **AI Text-to-Speech** | Not enough data | 10.0 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 10.0 (5 reviews) | 

#### Agentic AI - Email Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 10.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 10.0 (5 reviews) | 

### Customer Service Automation

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

#### Customer Support

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

#### Generative AI

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

#### Generative AI

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

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

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

#### Generative AI

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

#### Generative AI

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

#### Generative AI

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

### Online Proofing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.7/10 | 15 |

#### Proofing Features - Online Proofing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Smart Compare** | Not enough data | 7.8 (10 reviews) | 
| **Image Recognition and Tagging** | Not enough data | Feature Not Available | 
| **Gridlines and Rulers** | Not enough data | 8.5 (10 reviews) | 

#### Platform - Online Proofing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Dashboard** | Not enough data | 8.5 (10 reviews) | 
| **Integrations with Creative Tools** | Not enough data | 8.8 (10 reviews) | 
| **Integrations with Project Management Tools** | Not enough data | 8.8 (10 reviews) | 
| **Version Management** | Not enough data | 8.5 (10 reviews) | 
| **Brand Compliance** | Not enough data | Feature Not Available | 

#### Workflow and Collaboration - Online Proofing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Workflow Templates** | Not enough data | 9.2 (10 reviews) | 
| **Notifications** | Not enough data | 9.5 (11 reviews) | 

### Google Workspace Project Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 9.9/10 | 9 |

#### Agentic AI - Google Workspace Project Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Multi-step Planning** | Not enough data | 10.0 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 9.7 (6 reviews) | 

### Marketing Resource Management

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

#### Agentic AI - Marketing Resource Management

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

### Note-Taking Software

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

#### Agentic AI - Note-Taking Software

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

### Time Tracking

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hive** | 8.7/10 | 64 |

#### Time Tracking

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Ease of Completing Timesheets** | Not enough data | 8.7 (51 reviews) | 
| **Tracking Time to Project/Task** | Not enough data | 9.5 (55 reviews) | 
| **Billable Time Rate Management** | Not enough data | 8.4 (49 reviews) | 

#### Client Invoicing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Invoice Creation and Delivery** | Not enough data | 7.8 (42 reviews) | 
| **Electronic Payments** | Not enough data | 7.4 (38 reviews) | 
| **Project Accounting / Revenue Recognition** | Not enough data | 8.1 (42 reviews) | 

#### Mobile Time Tracking

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Time Tracking** | Not enough data | 9.1 (49 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Business Tool Integration** | Not enough data | 8.9 (48 reviews) | 
| **Workflow** | Not enough data | 9.1 (53 reviews) | 
| **Automated Reminders** | Not enough data | 9.2 (54 reviews) | 
| **Policy Compliance Management** | Not enough data | Feature Not Available | 
| **User, Role, and Access Management** | Not enough data | 9.4 (53 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Reporting** | Not enough data | 9.1 (49 reviews) | 
| **APIs / Integration** | Not enough data | 8.5 (38 reviews) | 
| **Internationalization** | Not enough data | 8.2 (34 reviews) | 
| **Performance and Reliability** | Not enough data | 9.4 (52 reviews) | 
| **Mobile User Support** | Not enough data | 9.1 (43 reviews) | 
| **Offline** | Not enough data | Feature Not Available | 

---
## Categories

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Hive (18):** [Marketing Calendar  Software](https://www.g2.com/categories/marketing-calendar), [Work Management Software](https://www.g2.com/categories/work-management), [Business Instant Messaging Software](https://www.g2.com/categories/business-instant-messaging), [Kanban Project Management Software](https://www.g2.com/categories/kanban-project-management), [Objectives and Key Results (OKR) Software](https://www.g2.com/categories/objectives-and-key-results-okr), [Workflow Management Software](https://www.g2.com/categories/workflow-management), [AI Writing Assistants](https://www.g2.com/categories/ai-writing-assistant), [Strategy And Innovation Roadmapping Tools](https://www.g2.com/categories/strategy-and-innovation-roadmapping-tools), [Project and Portfolio Management Software](https://www.g2.com/categories/project-and-portfolio-management), [Online Proofing Software](https://www.g2.com/categories/online-proofing), [Online Form Builder Software](https://www.g2.com/categories/online-form-builder), [Google Workspace Project Management Software](https://www.g2.com/categories/google-workspace-project-management), [Note-Taking Software](https://www.g2.com/categories/note-taking-software), [Task Management Software](https://www.g2.com/categories/task-management-software), [Time Tracking Software](https://www.g2.com/categories/time-tracking-software), [Project Management Software](https://www.g2.com/categories/project-management), [Marketing Resource Management Software](https://www.g2.com/categories/marketing-resource-management), [Email Management Software](https://www.g2.com/categories/email-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Hive | 
|---|---|---|
| **Small-Business** | 18.7% | 62.0% | 
| **Mid-Market** | 42.8% | 27.3% | 
| **Enterprise** | 38.5% | 10.6% | 

### 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%

#### Hive

- **Marketing and Advertising:** 23.1%
- **Information Technology and Services:** 7.2%
- **Computer Software:** 5.6%
- **Non-Profit Organization Management:** 4.5%
- **Consumer Services:** 3.9%
- **Higher Education:** 3.4%
- **Financial Services:** 2.3%
- **Graphic Design:** 2.0%
- **Real Estate:** 2.0%
- **Accounting:** 1.9%
- **Other:** 44.1%

---
## 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 (468 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 (7772 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 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 Hive

- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13124 reviews)
- [Wrike](https://www.g2.com/products/wrike/reviews) — 4.2/5 stars (4536 reviews)
- [monday AI Work Platform](https://www.g2.com/products/monday-com/reviews) — 4.7/5 stars (16935 reviews)
- [Teamwork.com](https://www.g2.com/products/teamwork-com/reviews) — 4.4/5 stars (1214 reviews)
- [Asana](https://www.g2.com/products/asana/reviews) — 4.4/5 stars (13784 reviews)
- [Smartsheet](https://www.g2.com/products/smartsheet/reviews) — 4.4/5 stars (22580 reviews)
- [Airtable](https://www.g2.com/products/airtable/reviews) — 4.6/5 stars (3280 reviews)
- [Nifty](https://www.g2.com/products/nifty-technologies-inc-nifty/reviews) — 4.7/5 stars (442 reviews)
- [Basecamp](https://www.g2.com/products/basecamp/reviews) — 4.1/5 stars (5487 reviews)
- [Microsoft Project & Portfolio Management](https://www.g2.com/products/microsoft-microsoft-project-portfolio-management/reviews) — 4.0/5 stars (1627 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..."

### Hive

- Title: [Can I control who sees what in my Hive workspace?](https://www.g2.com/discussions/permissions) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Admins can have complete control over what messaging groups and projects a person can view. If someone is not added as a member of a project, it is..."
- Title: [Do you have the ability to chat with colleagues?](https://www.g2.com/discussions/chat-9621207b-81b3-4782-8cbc-6cebf6278b2e) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "We do offer chat! You can either use our built-in Hive messenger or you can integrate with Slack. They are both accessible right from our simple dashboard."
- Title: [how do I assign tasks to other people to pass on specific dates and repeat themselves?](https://www.g2.com/discussions/how-do-i-assign-tasks-to-other-people-to-pass-on-specific-dates-and-repeat-themselves) — 1 comment, 1 upvote
  > **Top comment:** "You can navigate to add date inside the task setup and click on Set recurring to establish how often that will repeat."
- Title: [How can I automate time estimates to generate a minimum commitment time?](https://www.g2.com/discussions/51543-how-can-i-automate-time-estimates-to-generate-a-minimum-commitment-time) — 1 comment, 1 upvote
  > **Top comment:** "Hi Madelaine,

I am the Community Coordinator at Hive. I looked into your question, and it doesn't look like there is a way to automate time estimates..."
- Title: [Can I import projects from my old tools into Hive?](https://www.g2.com/discussions/import) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, Hive allows you to import projects from Trello, Asana, and Basecamp. You can also import formatted excel spreadsheets of your projects. That way, you..."

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