# Agentforce Service (formerly Salesforce Service Cloud) vs NiCE CXone Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to NiCE CXone. Users appreciate its intuitive interface, which allows teams to quickly master the platform with minimal training, making it a go-to for daily customer interactions.
- **Users say** that NiCE CXone offers a seamless experience for managing calls and schedules within a single platform. Reviewers highlight its real-time insights and automation features, which enhance team responsiveness and streamline customer interactions.
- **According to verified reviews** , Agentforce Service shines in its ability to integrate advanced AI capabilities, transitioning from static bots to autonomous agents. This contextual AI, grounded in specific Salesforce data, significantly improves service quality and efficiency.
- **Reviewers mention** that while NiCE CXone provides strong performance in areas like scheduling and availability management, it faces challenges in meeting specific workflow needs, with some users noting configuration difficulties.
- **G2 reviewers highlight** that Agentforce Service's comprehensive features for managing field operations, such as scheduling and dispatching, have streamlined processes for many users, making it easier to handle complex tasks within a single platform.
- **Users report** that NiCE CXone's strengths lie in its robust performance analysis and reporting capabilities, which help teams track metrics effectively. However, it still trails behind Agentforce Service in overall market presence and user satisfaction, as reflected in the total number of reviews and recent feedback.



| | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,355 | 1,730 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (52.7% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Starting at $110.00 1 Agent Per Month | 

---
## 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)

### NiCE CXone

Pros:
- Ease of Use (29 reviews)
- Features (21 reviews)

Cons:
- Call Issues (12 reviews)
- Technical Issues (11 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.7 (1193 reviews) | 
  | **Ease of Use** | 8.4 (5479 reviews) | 8.7 (1211 reviews) | 
  | **Ease of Setup** | 7.9 (4232 reviews) | 8.0 (453 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.3 (1113 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2801 reviews) | 8.2 (1109 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

### NiCE CXone

#### Entry-Level Pricing

Plan: CXone Omnichannel Suite

Price: Starting at $110.00 1 Agent Per Month

Description: Includes both Digital and Voice Agent plus

Key Features:
- Omnichannel blended routing for digital and voice​
- Universal queue with concurrent interaction handling​
- Voice and digital capture, storage, search and playback​

[Browse all 5 editions](https://www.g2.com/products/nice-cxone/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1737 |
| **NiCE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 8.3 (7 reviews) | 
| **Workflow** | 8.4 (1279 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Response Automation** | 8.3 (1187 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **SLA Management** | 8.1 (986 reviews) | 7.9 (7 reviews) | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Customer and Contacts Database** | 8.6 (1075 reviews) ✓ Verified | 8.8 (7 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (78 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) | NiCE CXone | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | 9.4 (6 reviews) | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | 9.5 (7 reviews) | 
| **Chat/Live Support** | 8.2 (865 reviews) | 9.0 (7 reviews) | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 7.8 (6 reviews) | 
| **Voice** | 8.1 (771 reviews) | 8.8 (7 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | 8.3 (7 reviews) | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | 8.3 (7 reviews) | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (311 reviews) ✓ Verified | 
| **Progressive Dialing** | Not enough data | 9.0 (287 reviews) ✓ Verified | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 9.0 (263 reviews) ✓ Verified | 
| **Callback Scheduling ** | Not enough data | 8.9 (276 reviews) ✓ Verified | 
| **Call Recording ** | Not enough data | 9.2 (313 reviews) ✓ Verified | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.8 (230 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.0 (247 reviews) ✓ Verified | 
| **Call Scrubbing** | Not enough data | 8.9 (210 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **NiCE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | 9.0 (7 reviews) | 
| **Data Workflows** | 8.8 (231 reviews) | 8.8 (7 reviews) | 
| **Issue Management** | 8.7 (229 reviews) | 8.3 (7 reviews) | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | 8.8 (7 reviews) | 
| **Publishing Workflows** | 8.6 (215 reviews) | 7.6 (7 reviews) | 
| **Analytics** | 8.5 (214 reviews) | 8.1 (7 reviews) | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | 8.1 (7 reviews) | 
| **Data Governance** | 8.7 (229 reviews) | 8.1 (7 reviews) | 
| **Compliance** | 8.6 (229 reviews) | 9.0 (7 reviews) | 
| **Auditing** | 8.6 (226 reviews) | 7.4 (7 reviews) | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | 7.9 (7 reviews) | 
| **Suggestions** | 8.2 (208 reviews) | 8.1 (7 reviews) | 
| **Decision Trees** | 8.0 (197 reviews) | 7.6 (7 reviews) | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | 8.3 (7 reviews) | 
| **Data Transport** | 8.7 (222 reviews) | 8.6 (7 reviews) | 
| **Access Management** | 9.0 (222 reviews) | 8.3 (7 reviews) | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | 8.8 (7 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | 8.8 (7 reviews) | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | 8.8 (7 reviews) | 
| **Performance and Reliability** | 8.9 (221 reviews) | 8.6 (7 reviews) | 

#### Generative AI

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

### Customer Communications Management

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

#### Channels

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

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **NiCE CXone** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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 |
| **NiCE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | 9.0 (253 reviews) | 
| **Calibration** | 8.7 (69 reviews) | 9.0 (237 reviews) | 
| **Reports** | 8.7 (72 reviews) | 8.8 (263 reviews) | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | 9.0 (238 reviews) | 
| **Dashboards** | 8.9 (70 reviews) | 9.0 (250 reviews) | 
| **Training** | 8.7 (70 reviews) | 8.8 (238 reviews) | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | 8.9 (238 reviews) | 
| **Compliance** | 8.8 (71 reviews) | 9.2 (256 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | 5.2 (18 reviews) | 
| **AI Text Summarization** | 8.0 (62 reviews) | 5.4 (18 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 314 |
| **NiCE CXone** | 8.6/10 | 855 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 9.1 (627 reviews) ✓ Verified | 
| **Social** | 7.4 (270 reviews) | 8.5 (326 reviews) ✓ Verified | 
| **Web Chat** | 7.9 (276 reviews) | 8.5 (352 reviews) ✓ Verified | 
| **Mobile SMS** | 7.4 (267 reviews) | 8.3 (296 reviews) ✓ Verified | 
| **Email** | 8.8 (283 reviews) | 8.5 (350 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | 7.0 (48 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 8.8 (653 reviews) ✓ Verified | 
| **Session Queuing** | 8.0 (269 reviews) | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | 7.6 (259 reviews) | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | 7.2 (256 reviews) | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | 7.2 (257 reviews) | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | 7.2 (261 reviews) | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | 8.1 (263 reviews) | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 8.1 (6 reviews) | 
| **Cross-system Integration** | 9.6 (8 reviews) | 7.8 (6 reviews) | 
| **Natural Language Interaction** | 8.6 (7 reviews) | 8.3 (6 reviews) | 
| **Proactive Assistance** | 9.0 (7 reviews) | 7.8 (6 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | 8.5 (261 reviews) | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | 8.6 (643 reviews) ✓ Verified | 
| **Session Recording** | 7.7 (250 reviews) | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 8.9 (432 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **NiCE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | 7.9 (58 reviews) | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | 7.5 (58 reviews) | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | 7.8 (57 reviews) | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | 7.6 (57 reviews) | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | 8.3 (58 reviews) | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (58 reviews) | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | 7.7 (56 reviews) | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | 7.7 (56 reviews) | 9.0 (227 reviews) ✓ Verified | 

### Conversational Support

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

#### Conversational Platform

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

### Proactive Notification

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

#### Messaging Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Scheduling** | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **NiCE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.6 (32 reviews) | 
| **Mobile Access** | Not enough data | 7.5 (27 reviews) | 
| **Queue Management** | Not enough data | 8.8 (34 reviews) | 
| **Call Routing** | Not enough data | 9.2 (38 reviews) | 
| **Call Back** | Not enough data | 8.6 (35 reviews) | 
| **IVR** | Not enough data | 9.4 (31 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.3 (37 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Call Monitoring** | Not enough data | 9.4 (36 reviews) | 
| **Performance Evaluation** | Not enough data | 9.0 (33 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Call Recording** | Not enough data | 9.4 (38 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.8 (39 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 183 |
| **NiCE CXone** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Text** | 8.3 (147 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) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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 | 1016 |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **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 |
| **NiCE CXone** | 7.8/10 | 8 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.1 (7 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 7.5 (8 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 7.5 (8 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.5 (8 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.3 (8 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.3 (8 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.3 (8 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.9 (8 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.1 (7 reviews) | 

#### Agentic AI - Customer Self-Service

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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) | NiCE CXone | 
|---|---|---|
| **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 | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **NiCE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

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

#### Generative AI

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

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **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 | 

### AI Agents

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

#### Agentic AI - AI Agents

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

---
## Categories
**Shared Categories (8):** [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), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to NiCE CXone (5):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | NiCE CXone | 
|---|---|---|
| **Small-Business** | 18.7% | 13.7% | 
| **Mid-Market** | 42.8% | 52.7% | 
| **Enterprise** | 38.5% | 33.6% | 

### 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%

#### NiCE CXone

- **Consumer Services:** 10.4%
- **Information Technology and Services:** 8.3%
- **Financial Services:** 7.9%
- **Telecommunications:** 7.1%
- **Hospital & Health Care:** 5.8%
- **Insurance:** 5.8%
- **Retail:** 3.1%
- **Banking:** 2.6%
- **Computer Software:** 2.6%
- **Health, Wellness and Fitness:** 2.6%
- **Other:** 43.9%

---
## 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 (7697 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6987 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)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to NiCE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2506 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (617 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (256 reviews)
- [Avaya Contact Center](https://www.g2.com/products/avaya-contact-center/reviews) — 4.1/5 stars (181 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (205 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (744 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1844 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (87 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.4/5 stars (426 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..."

### NiCE CXone

- Title: [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) — 2 comments, 2 upvotes
  > **Top comment:** "In three months of use, 40 hours a week.... Not that often thankfully"
- Title: [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) — 1 comment
  > **Top comment:** "NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good..."
- Title: [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) — 1 comment, 1 upvote
  > **Top comment:** "Yes. This software has a option with chat, email and voice dail"
- Title: [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) — 1 comment, 1 upvote
  > **Top comment:** "We don’t have that feature in my position that I know of "
- Title: [How do I monitor the productivity time,  real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) — 1 comment, 1 upvote
  > **Top comment:** "You would click on New+ in the far-right corner & click on agents. There you would see all the agents you would like to monitor."

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