# Agentforce Service (formerly Salesforce Service Cloud) vs Kustomer Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Kustomer. Users appreciate its intuitive interface, noting that their teams quickly adapted to the platform with minimal training, which enhances daily operations.
- **Users say** that Kustomer shines in its customization capabilities, allowing businesses to tailor the platform to their specific needs. Reviewers highlight its versatility in organizing and analyzing customer interactions, making it a valuable tool for understanding customer behavior.
- **According to verified reviews** , Agentforce Service is praised for its robust automation features, particularly in ticket management and response automation. Users have noted that the platform streamlines workflows, enabling efficient handling of customer inquiries and reducing response times.
- **Reviewers mention** that Kustomer offers a superior experience in ticket collaboration and communication, with features that facilitate seamless interactions across various channels. Users appreciate the platform's ability to integrate chat, email, and calls, making it easier to manage customer relationships.
- **G2 reviewers highlight** that while Agentforce Service has a strong market presence, Kustomer's focus on AI tools and analytics provides a competitive edge in understanding customer needs. Users have noted the effectiveness of Kustomer's AI in segmenting and analyzing customer conversations, which enhances engagement strategies.
- **Users report** that both platforms have their strengths, but Agentforce Service's higher overall ratings in quality and satisfaction metrics suggest it may be a better fit for organizations looking for a comprehensive customer service solution. However, Kustomer's ease of use and customization options make it appealing for businesses prioritizing flexibility.



| | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,356 | 558 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (66.3% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Contact Us | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

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

Cons:
- Learning Curve (787 reviews)
- Complexity (697 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.9 (411 reviews) | 
  | **Ease of Use** | 8.4 (5477 reviews) | 8.8 (426 reviews) | 
  | **Ease of Setup** | 7.9 (4230 reviews) | 8.7 (236 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 8.2 (155 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 9.0 (392 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 8.8 (151 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2801 reviews) | 8.8 (397 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

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1735 |
| **Kustomer** | 8.7/10 | 297 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | 9.2 (186 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | 9.1 (195 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1279 reviews) ✓ Verified | 8.9 (199 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1187 reviews) ✓ Verified | 8.9 (189 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (986 reviews) | 8.9 (166 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.8 (183 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | 9.2 (184 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1075 reviews) ✓ Verified | 9.2 (187 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | 7.9 (54 reviews) | 
| **AI Text Summarization** | 7.7 (182 reviews) | 8.5 (52 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | 7.9 (44 reviews) | 
| **Natural Language Interaction** | 8.5 (69 reviews) | 8.0 (45 reviews) | 
| **Proactive Assistance** | 8.6 (73 reviews) | 8.1 (44 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | 8.9 (167 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | 9.3 (198 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (865 reviews) | 9.1 (169 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 8.5 (167 reviews) ✓ Verified | 
| **Voice** | 8.1 (772 reviews) | 8.7 (156 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | 7.9 (84 reviews) | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.7 (174 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | 9.2 (125 reviews) ✓ Verified | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | 9.0 (130 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1166 reviews) ✓ Verified | 8.4 (166 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1184 reviews) ✓ Verified | 8.5 (160 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 262 |
| **Kustomer** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **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) | Kustomer | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 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) | Kustomer | 
|---|---|---|
| **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) | Kustomer | 
|---|---|---|
| **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) | Kustomer | 
|---|---|---|
| **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) | Kustomer | 
|---|---|---|
| **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 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **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 | 138 |
| **Kustomer** | N/A | N/A |

#### Channels

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

#### Usability

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

#### Quality Assurance

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

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 314 |
| **Kustomer** | N/A | N/A |

#### Channels

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

#### Functions

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

### AI Agents For Business Operations

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

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

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

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **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) | Kustomer | 
|---|---|---|
| **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 |
| **Kustomer** | 8.9/10 | 227 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.9 (188 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 9.1 (181 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 9.1 (167 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 9.0 (88 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 9.0 (163 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 9.0 (178 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 9.3 (158 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.6 (90 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 8.3 (55 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | 8.4 (55 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 182 |
| **Kustomer** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (145 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (150 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **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 | 1015 |
| **Kustomer** | 8.4/10 | 255 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 7.3 (44 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 7.5 (44 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.0 (43 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.9 (157 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.9 (176 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 9.0 (146 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.8 (135 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.0 (85 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.7 (174 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 9.0 (154 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.3 (91 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.8 (153 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 9.0 (158 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 9.0 (175 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Kustomer** | 8.5/10 | 108 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 8.3 (33 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.8 (90 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.7 (86 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.6 (67 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.3 (50 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.6 (54 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 9.0 (58 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.9 (59 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.5 (53 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 9.0 (57 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 7.8 (20 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 8.3 (20 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 8.4 (20 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 8.3 (20 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 8.3 (20 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 8.4 (20 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 8.3 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Kustomer** | 9.0/10 | 54 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 8.3 (25 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 8.4 (25 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.8 (41 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.2 (46 reviews) | 
| **Macros** | 8.3 (227 reviews) | 9.5 (48 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.6 (47 reviews) | 
| **Social** | 8.4 (250 reviews) | 9.1 (44 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 9.3 (44 reviews) | 
| **Phone** | 8.6 (234 reviews) | 9.1 (43 reviews) | 
| **Text** | 8.6 (216 reviews) | 9.3 (43 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 9.1 (44 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.7 (47 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 8.2 (41 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 8.7 (44 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 90 |
| **Kustomer** | 8.3/10 | 38 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | 8.1 (36 reviews) | 
| **AI Text Summarization** | 8.0 (83 reviews) | 8.3 (36 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### AI Customer Support Agents

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

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (8 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (8 reviews) | 
| **Sentiment Analysis** | Not enough data | 7.7 (8 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (8 reviews) | 
| **Multilingual Support** | Not enough data | 7.9 (7 reviews) | 

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.1 (7 reviews) | 
| **Feedback Collection** | Not enough data | 8.1 (7 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (8 reviews) | 
| **Workflow Optimization** | Not enough data | 8.7 (9 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.8 (8 reviews) | 
| **Feedback Collection** | Not enough data | 8.5 (8 reviews) | 
| **Document Processing** | Not enough data | 8.8 (7 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.8 (7 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (8 reviews) | 
| **Task Execution** | Not enough data | 8.6 (7 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (8 reviews) | 

### AI Agents

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

#### Agentic AI - AI Agents

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

---
## Categories
**Shared Categories (6):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (8):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Kustomer (2):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Kustomer | 
|---|---|---|
| **Small-Business** | 18.7% | 21.1% | 
| **Mid-Market** | 42.8% | 66.3% | 
| **Enterprise** | 38.5% | 12.6% | 

### 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%

#### Kustomer

- **Consumer Services:** 13.8%
- **Retail:** 11.2%
- **Health, Wellness and Fitness:** 5.8%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.3%

---
## Alternatives

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

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (437 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (744 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7696 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6985 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2506 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6985 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (562 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2489 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7696 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 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..."

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

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