# Agentforce Service (formerly Salesforce Service Cloud) vs Qualtrics Customer Experience Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Qualtrics Customer Experience. Users appreciate its intuitive interface, noting that their teams quickly adapted to the platform with minimal training, which enhances daily operations.
- **Users say** that Agentforce Service provides a comprehensive solution for managing customer interactions, with features like autonomous AI agents that leverage specific Salesforce data. This contextual approach allows for more effective customer service, a point highlighted by users who find it simplifies handling various customer tickets and live chats.
- **Reviewers mention** that while Qualtrics Customer Experience offers valuable feedback collection tools, it sometimes lacks the depth of integration and operational efficiency found in Agentforce Service. Users appreciate Qualtrics' ability to capture sentiment through passive listening posts, but some feel it doesn't match the streamlined workflow of Agentforce.
- **According to verified reviews** , Agentforce Service shines in its implementation process, with many users praising the quick onboarding experience. This is contrasted with Qualtrics, where some users have expressed a desire for a more straightforward setup, indicating that Agentforce may be better suited for teams looking for immediate usability.
- **Users highlight** the quality of support provided by both platforms, but Agentforce Service has a slight edge in user feedback regarding the responsiveness and effectiveness of its support team. This is crucial for businesses that rely on timely assistance to resolve customer issues.
- **G2 reviewers note** that while both products have similar scores for ease of use, Agentforce Service's robust features and user-friendly design make it a preferred choice for many. Users have commented on how the platform's capabilities, such as efficient technician scheduling, significantly enhance their operational efficiency.



| | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,356 | 751 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Enterprise (51.5% 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 (1705 reviews)
- Features (1497 reviews)

Cons:
- Complexity (912 reviews)
- Learning Curve (787 reviews)

### Qualtrics Customer Experience

Pros:
- Ease of Use (18 reviews)
- Analytics (14 reviews)

Cons:
- Complexity (7 reviews)
- Improvement Needed (7 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.6 (602 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 8.4 (605 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 7.6 (362 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 7.9 (349 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.5 (569 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 8.5 (341 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.6 (579 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

### Qualtrics Customer Experience

#### Entry-Level Pricing

Plan: Frontline Care

Price: Contact Us

Description: Best for customer experience and contact center leaders who want to retain and upsell more customers

Key Features:
- Contact Center Analytics
- Quality Management and Compliance (add-on)
- Real-Time Agent Productivity (add-on)

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

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

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

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Social Media Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.3/10 | 86 |

#### Social Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Competitor Analysis** | Not enough data | 8.2 (59 reviews) | 
| **Follower Analysis** | Not enough data | 8.2 (65 reviews) | 
| **Post Performance** | Not enough data | 8.5 (68 reviews) | 
| **Paid Campaign Tracking** | Not enough data | Not enough data | 
| **Attribution** | Not enough data | Not enough data | 
| **Hashtag Analytics** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Reports & Dashboards

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Report Customizability** | Not enough data | 8.2 (72 reviews) | 
| **Report Exporting** | Not enough data | 8.2 (73 reviews) | 
| **Scalability** | Not enough data | 8.3 (71 reviews) | 
| **White Label** | Not enough data | Not enough data | 

#### Agentic AI - Social Media Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

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

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Channels

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

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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 |
| **Qualtrics Customer Experience** | 8.8/10 | 44 |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | 9.1 (37 reviews) | 
| **Calibration** | 8.7 (69 reviews) | 8.8 (36 reviews) | 
| **Reports** | 8.7 (72 reviews) | 8.4 (38 reviews) | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | 8.4 (39 reviews) | 
| **Dashboards** | 8.9 (70 reviews) | 8.8 (39 reviews) | 
| **Training** | 8.7 (70 reviews) | 8.7 (35 reviews) | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | 8.7 (34 reviews) | 
| **Compliance** | 8.8 (71 reviews) | 9.3 (35 reviews) | 

#### Generative AI

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

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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 | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.4/10 | 138 |

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Net Promoter Score (NPS)** | Not enough data | 9.1 (111 reviews) | 
| **Customer Satisfaction (CSAT) Score** | Not enough data | 8.9 (109 reviews) | 
| **Customer Effort Score (CES)** | Not enough data | 8.8 (105 reviews) | 
| **Gamification** | Not enough data | 7.7 (60 reviews) | 

#### Customization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Stakeholder Management** | Not enough data | 8.4 (94 reviews) | 
| **Multilanguage Support** | Not enough data | 8.4 (101 reviews) | 
| **Multiple Branding Support** | Not enough data | 8.6 (94 reviews) | 
| **Vertical-specific Solutions** | Not enough data | 8.4 (91 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (11 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (11 reviews) | 

#### Agentic AI - Experience Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | 8.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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 | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.3/10 | 132 |

#### Feedback Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Tagging** | Not enough data | 8.3 (92 reviews) | 
| **Segmentation** | Not enough data | 8.6 (99 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.3 (118 reviews) | 

#### Feedback Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 8.3 (102 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.3 (104 reviews) | 
| **NPS/CSAT Scoring** | Not enough data | 8.7 (103 reviews) | 

#### Feedback Sources

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Online Reviews** | Not enough data | 8.3 (94 reviews) | 
| **Surveys** | Not enough data | 9.0 (121 reviews) | 
| **Social Media** | Not enough data | 8.4 (82 reviews) | 
| **Customer Service Channels** | Not enough data | 8.7 (85 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (10 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Conversational Platform

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

### Social Media Listening Tools

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Qualtrics Customer Experience** | 7.8/10 | 97 |

#### Monitoring & Listening

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Social Measurement** | Not enough data | 8.4 (82 reviews) | 
| **Influencer Identification** | Not enough data | 7.7 (72 reviews) | 
| **Brand Monitoring** | Not enough data | Not enough data | 
| **Keyword Tracking** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Competitor Analysis** | Not enough data | Not enough data | 

#### Agentic AI - Social Media Listening Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Data Management & Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | 7.2 (81 reviews) | 
| **Social Reporting** | Not enough data | 7.8 (83 reviews) | 
| **Alerts and Notifications** | Not enough data | Not enough data | 
| **Advanced Data Filtering** | Not enough data | Not enough data | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.7/10 | 48 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Health Score** | Not enough data | 8.5 (45 reviews) | 
| **Customer Profiles** | Not enough data | 9.1 (45 reviews) | 
| **Notifications** | Not enough data | 8.9 (45 reviews) | 

#### Predictions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Service Quality Assurance** | Not enough data | 8.9 (44 reviews) | 
| **Analytics** | Not enough data | 8.7 (45 reviews) | 
| **Revenue Impact** | Not enough data | Feature Not Available | 
| **Artificial Intelligence** | Not enough data | 8.4 (44 reviews) | 
| **Sentiment** | Not enough data | 8.9 (46 reviews) | 
| **Retention** | Not enough data | 8.7 (46 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 8.8 (8 reviews) | 

### Customer Service Automation

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

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1017 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

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

#### Self-Service Platform

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

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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 |
| **Qualtrics Customer Experience** | 8.4/10 | 157 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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) | Qualtrics Customer Experience | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.7 (133 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 8.3 (97 reviews) | 
| **Macros** | 8.3 (227 reviews) | 8.4 (73 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 8.5 (67 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.8 (136 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | Feature Not Available | 
| **Phone** | 8.6 (234 reviews) | Feature Not Available | 
| **Text** | 8.6 (216 reviews) | 8.2 (51 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.3 (69 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.3 (123 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 8.1 (50 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | Feature Not Available | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

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

### SAP Store

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

#### Agentic AI - SAP Store

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **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 | 

### Genesys AppFoundry Marketplace

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

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 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 (2):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (12):** [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), [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), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Qualtrics Customer Experience (7):** [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [SAP Store Software](https://www.g2.com/categories/sap-store), [Experience Management Software](https://www.g2.com/categories/experience-management), [Social Media Analytics Software](https://www.g2.com/categories/social-media-analytics), [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Qualtrics Customer Experience | 
|---|---|---|
| **Small-Business** | 18.7% | 12.7% | 
| **Mid-Market** | 42.8% | 35.8% | 
| **Enterprise** | 38.5% | 51.5% | 

### 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%

#### Qualtrics Customer Experience

- **Information Technology and Services:** 10.4%
- **Higher Education:** 6.9%
- **Computer Software:** 5.3%
- **Marketing and Advertising:** 5.3%
- **Education Management:** 5.3%
- **Telecommunications:** 4.4%
- **Financial Services:** 4.2%
- **Insurance:** 3.3%
- **Market Research:** 2.8%
- **Banking:** 2.8%
- **Other:** 49.3%

---
## 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 (464 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7758 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3881 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Qualtrics Customer Experience

- [Reputation](https://www.g2.com/products/reputation/reviews) — 4.5/5 stars (2469 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4151 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (210 reviews)
- [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23533 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1747 reviews)
- [Forsta](https://www.g2.com/products/forsta/reviews) — 4.2/5 stars (335 reviews)
- [QuestionPro](https://www.g2.com/products/questionpro/reviews) — 4.5/5 stars (1144 reviews)
- [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) — 4.4/5 stars (2066 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..."

### Qualtrics Customer Experience

- Title: [How do other school districts use the platform?  We are always looking for ways to improve our use.](https://www.g2.com/discussions/15011-how-do-other-school-districts-use-the-platform-we-are-always-looking-for-ways-to-improve-our-use) — 3 comments, 1 upvote
  > **Top comment:** "@shawnwigg on Twitter is an excellent resource on this use case"
- Title: [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) — 1 comment
  > **Top comment:** "It acts an listening agent where you  an build, collect and organise data and gain insights out of the visualised data. 
Provides the summary for next..."
- Title: [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) — 1 comment
  > **Top comment:** "Not exactly. Though it can be integrated with a lot of CRMs but Qualtrics is a survey tool and helps to collect data and provide feedback. Not a CRM system. "
- Title: [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) — 1 comment, 1 upvote
  > **Top comment:** "good work "
- Title: [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) — 1 comment
  > **Top comment:** "It is their branded name for Customer eXperience, it is a series of tools and automations that allows you to collect and act on data"

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