# Agentforce Service (formerly Salesforce Service Cloud) vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that **Agentforce Service** excels in user experience, with many users highlighting its intuitive interface that allows teams to master the platform quickly, often within days. This ease of use is a significant advantage for organizations looking to minimize training time.
- **Users say** that **Jira Service Management** provides exceptional capabilities for tracking issues and managing workflows. Reviewers appreciate how it consolidates requests, workflows, and tracking into one platform, making it easier to maintain visibility from submission to resolution.
- **According to verified reviews** , **Agentforce Service** shines in its ability to streamline field operations, particularly in scheduling and dispatching. Users have noted that it brings all necessary functions into a single platform, significantly enhancing operational efficiency.
- **Reviewers mention** that while **Jira Service Management** has strong automation features, it also offers dynamic forms that capture the correct information, which is particularly useful for organizations with complex request types. This flexibility is a notable strength for teams needing tailored solutions.
- **Users highlight** that **Agentforce Service** has made significant strides with its transition to autonomous AI agents, which provide contextual support based on specific Salesforce data. This innovation is seen as a game-changer for organizations looking to enhance customer interactions through AI.
- **G2 reviewers report** that both products have their strengths in support quality, but **Jira Service Management** edges out slightly with a higher score in this area. Users appreciate the collaborative features that allow internal teams to work together effectively on resolving issues, enhancing overall support quality.



| | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,358 | 988 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | 0/agent/month   | 

---
## 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)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2859 reviews) | 8.8 (875 reviews) | 
  | **Ease of Use** | 8.4 (5484 reviews) | 8.3 (882 reviews) | 
  | **Ease of Setup** | 7.9 (4237 reviews) | 8.0 (488 reviews) | 
  | **Ease of Admin** | 8.2 (1563 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.3 (2634 reviews) | 8.4 (758 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1544 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2803 reviews) | 8.7 (840 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

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1736 |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1218 reviews) ✓ Verified | 9.0 (86 reviews) | 
| **Ticket response user experience** | 8.4 (1230 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.4 (1282 reviews) ✓ Verified | 8.9 (87 reviews) | 
| **Response Automation** | 8.3 (1189 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **SLA Management** | 8.1 (987 reviews) | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.8 (84 reviews) | 
| **Ticket Collaboration** | 8.3 (1159 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.6 (1077 reviews) ✓ Verified | 8.5 (78 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | 8.0 (55 reviews) | 
| **AI Text Summarization** | 7.7 (182 reviews) | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (82 reviews) | 8.3 (41 reviews) | 
| **Natural Language Interaction** | 8.5 (69 reviews) | 8.5 (40 reviews) | 
| **Proactive Assistance** | 8.6 (73 reviews) | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Customer Portal** | 8.4 (1029 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **Email to Case** | 8.6 (1218 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **Chat/Live Support** | 8.2 (866 reviews) | 8.3 (75 reviews) | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 8.1 (71 reviews) | 
| **Voice** | 8.1 (772 reviews) | 7.9 (68 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 7.8 (561 reviews) ✓ Verified | 8.1 (85 reviews) | 
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | 8.6 (707 reviews) ✓ Verified | 8.9 (92 reviews) | 
| **Integration** | 8.3 (652 reviews) ✓ Verified | 8.8 (87 reviews) | 
| **Reporting** | 8.2 (1168 reviews) ✓ Verified | 8.7 (86 reviews) | 
| **Dashboards** | 8.3 (1186 reviews) ✓ Verified | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (151 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (80 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (79 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (82 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (80 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (80 reviews) | 
| **Decision Making** | Not enough data | 8.3 (81 reviews) | 

### Contact Center Knowledge Base

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

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Database Management ** | 8.8 (233 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (232 reviews) | Not enough data | 
| **Issue Management** | 8.7 (230 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.8 (227 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (216 reviews) | Not enough data | 
| **Analytics** | 8.5 (215 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Policies and Controls** | 8.7 (232 reviews) | Not enough data | 
| **Data Governance** | 8.7 (230 reviews) | Not enough data | 
| **Compliance** | 8.6 (230 reviews) | Not enough data | 
| **Auditing** | 8.6 (227 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Intelligent Search** | 8.2 (215 reviews) | Not enough data | 
| **Suggestions** | 8.2 (209 reviews) | Not enough data | 
| **Decision Trees** | 8.1 (198 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (221 reviews) | Not enough data | 
| **Data Transport** | 8.7 (223 reviews) | Not enough data | 
| **Access Management** | 9.0 (223 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (224 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Integrations** | 8.6 (216 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (217 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (222 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.6 (153 reviews) | Not enough data | 

### Customer Communications Management

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

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 reviews) | Not enough data | 
| **Open Listening** | 8.4 (121 reviews) | Not enough data | 
| **Physical Media** | 7.6 (120 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (120 reviews) | Not enough data | 
| **Create Content** | 8.1 (120 reviews) | Not enough data | 
| **Personalization** | 8.3 (123 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (122 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (117 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.5 (114 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (113 reviews) | Not enough data | 

### Complaint Management

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

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **All-Employee Access** | 8.6 (206 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (209 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (207 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (207 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (200 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (205 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.6 (181 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (182 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 82 |
| **Jira Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Evaluation** | 8.8 (73 reviews) | Not enough data | 
| **Calibration** | 8.7 (70 reviews) | Not enough data | 
| **Reports** | 8.7 (73 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Feedback** | 8.8 (71 reviews) | Not enough data | 
| **Dashboards** | 8.9 (71 reviews) | Not enough data | 
| **Training** | 8.7 (71 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Integrations** | 8.7 (72 reviews) | Not enough data | 
| **Compliance** | 8.8 (72 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (62 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (63 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 166 |

#### Monitoring

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 

#### Agentic AI - Incident Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 

### Contact Center

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

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Voice** | 7.5 (278 reviews) | Not enough data | 
| **Social** | 7.4 (271 reviews) | Not enough data | 
| **Web Chat** | 7.9 (277 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (268 reviews) | Not enough data | 
| **Email** | 8.8 (284 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (219 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Session Routing** | 7.9 (272 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (270 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (260 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (257 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (258 reviews) | Not enough data | 
| **IVR** | 7.2 (262 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (261 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (264 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 9.2 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Session Summary Notes** | 7.9 (259 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (262 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (262 reviews) | Not enough data | 
| **Session Recording** | 7.7 (251 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (256 reviews) | Not enough data | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **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) | Jira Service Management | 
|---|---|---|
| **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 | 122 |
| **Jira Service Management** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Personalization** | 8.6 (106 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (105 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (102 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (108 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Intelligent Routing** | 8.2 (104 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (102 reviews) | Not enough data | 
| **Transcripts** | 8.1 (104 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (102 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.4 (98 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (97 reviews) | Not enough data | 

### Customer Service Automation

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

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Text** | 8.4 (149 reviews) | Not enough data | 
| **Speech** | 8.0 (145 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (147 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Ticket Resolution** | 8.3 (157 reviews) | Not enough data | 
| **Customization** | 8.2 (150 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (153 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Learning** | 7.7 (144 reviews) | Not enough data | 
| **Language** | 7.7 (141 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (141 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1016 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (111 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (112 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (111 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Pop-up Chat** | 8.5 (314 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (333 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (280 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (282 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.9 (163 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **Conversation Archiving** | 8.3 (299 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (291 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (323 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (294 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (327 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 738 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.3 (129 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.6 (598 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (581 reviews) | Not enough data | 
| **Community Forums** | 8.3 (530 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (217 reviews) | Not enough data | 
| **Personalization** | 8.4 (228 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Branding** | 8.4 (227 reviews) | Not enough data | 
| **Automation** | 8.7 (235 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (205 reviews) | Not enough data | 
| **Integrations** | 8.5 (218 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (9 reviews) | Not enough data | 
| **Multi-step Planning** | 8.7 (9 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Learning** | 8.9 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.9 (9 reviews) | Not enough data | 
| **Proactive Assistance** | 8.9 (9 reviews) | Not enough data | 
| **Decision Making** | 8.9 (9 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 342 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 8.0 (57 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (57 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Mentions** | 8.6 (247 reviews) | Not enough data | 
| **Tickets** | 8.6 (267 reviews) | Not enough data | 
| **Macros** | 8.3 (228 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Email** | 8.8 (276 reviews) | Not enough data | 
| **Social** | 8.4 (251 reviews) | Not enough data | 
| **Live Chat** | 8.6 (234 reviews) | Not enough data | 
| **Phone** | 8.6 (235 reviews) | Not enough data | 
| **Text** | 8.6 (217 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Surveys** | 8.6 (233 reviews) | Not enough data | 
| **Reporting** | 8.8 (268 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (207 reviews) | Not enough data | 
| **Help Desk** | 8.7 (255 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 90 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (83 reviews) | Not enough data | 

### Enterprise Feedback Management

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

#### Generative AI

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

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Jira Service Management** | 8.5/10 | 370 |

#### Incident Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (314 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (316 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (329 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (276 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (318 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (302 reviews) | 
| **Surveys** | Not enough data | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (226 reviews) | 
| **Self Service** | Not enough data | 8.6 (284 reviews) | 
| **Active Directory** | Not enough data | 8.5 (236 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (74 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (78 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (73 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (72 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (74 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (13):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [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 Jira Service Management (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Alerting Software](https://www.g2.com/categories/it-alerting)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Jira Service Management | 
|---|---|---|
| **Small-Business** | 18.7% | 19.0% | 
| **Mid-Market** | 42.8% | 42.9% | 
| **Enterprise** | 38.5% | 38.0% | 

### 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:** 49.0%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

---
## 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 (482 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7797 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7001 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 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 (2917 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (561 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1908 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1229 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (968 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (295 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..."

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

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