# Agentforce Service (formerly Salesforce Service Cloud) vs Sprinklr Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Sprinklr Service. Users appreciate its intuitive interface, stating that their teams were able to master the platform quickly with minimal training, which enhances daily operations.
- **Users say** that Agentforce Service offers a seamless experience for managing customer tickets and live chats, with features that streamline workflows. One user highlighted how the transition to autonomous AI agents has improved service contextuality, making interactions more relevant and efficient.
- **Reviewers mention** that while Sprinklr Service has strong AI capabilities, it struggles with user experience in certain areas. Some users noted that despite its accuracy, the platform can be less intuitive compared to Agentforce, which may lead to a steeper learning curve for new users.
- **According to verified reviews** , Agentforce Service shines in its implementation process, with many users praising the quick onboarding and setup. This contrasts with Sprinklr Service, where some users expressed challenges in configuring the platform to meet their specific needs.
- **Users highlight** that Agentforce Service provides robust support and training resources, which contribute to a positive user experience. In contrast, while Sprinklr Service has made strides with its AI tools, some users feel that the support could be more responsive to their needs.
- **G2 reviewers note** that Agentforce Service's comprehensive features, such as effective ticket management and customer interaction tracking, significantly enhance operational efficiency. Meanwhile, Sprinklr Service, although effective in social media integration, may not offer the same level of versatility in customer service functionalities.



| | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,357 | 745 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Enterprise (42.1% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $4,200.00 1 User Per Year | 

---
## 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)

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.5 (602 reviews) | 
  | **Ease of Use** | 8.4 (5480 reviews) | 8.3 (624 reviews) | 
  | **Ease of Setup** | 7.9 (4233 reviews) | 8.0 (461 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 8.1 (245 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 8.1 (585 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 8.6 (246 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.7 (608 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

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

[Browse all 3 editions](https://www.g2.com/products/sprinklr-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Sprinklr Service** | 8.0/10 | 192 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1218 reviews) ✓ Verified | 8.7 (70 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | 8.5 (72 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1280 reviews) ✓ Verified | 8.6 (74 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | 7.9 (70 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (987 reviews) | 8.1 (65 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1159 reviews) ✓ Verified | 8.4 (68 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | 8.2 (71 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | 7.4 (45 reviews) | 
| **AI Text Summarization** | 7.7 (182 reviews) | 7.0 (46 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | 6.9 (18 reviews) | 
| **Natural Language Interaction** | 8.5 (69 reviews) | 6.9 (18 reviews) | 
| **Proactive Assistance** | 8.6 (73 reviews) | 7.1 (18 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1029 reviews) ✓ Verified | 8.2 (64 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1218 reviews) ✓ Verified | 8.2 (65 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (866 reviews) | 7.9 (69 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 8.9 (68 reviews) ✓ Verified | 
| **Voice** | 8.1 (772 reviews) | 7.0 (60 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (561 reviews) ✓ Verified | 7.7 (74 reviews) ✓ Verified | 
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 7.9 (141 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (707 reviews) ✓ Verified | 8.6 (81 reviews) ✓ Verified | 
| **Integration** | 8.3 (652 reviews) ✓ Verified | 8.2 (78 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1168 reviews) ✓ Verified | 8.9 (86 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1186 reviews) ✓ Verified | 8.9 (87 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Sprinklr Service** | 8.3/10 | 66 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | 8.6 (49 reviews) | 
| **Data Workflows** | 8.8 (231 reviews) | 8.4 (46 reviews) | 
| **Issue Management** | 8.7 (229 reviews) | 8.4 (46 reviews) | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | 8.4 (47 reviews) | 
| **Publishing Workflows** | 8.6 (215 reviews) | 8.3 (46 reviews) | 
| **Analytics** | 8.5 (214 reviews) | 8.6 (51 reviews) | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | 8.3 (47 reviews) | 
| **Data Governance** | 8.7 (229 reviews) | 8.5 (47 reviews) | 
| **Compliance** | 8.6 (229 reviews) | 8.5 (44 reviews) | 
| **Auditing** | 8.6 (226 reviews) | 8.3 (43 reviews) | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | 8.0 (45 reviews) | 
| **Suggestions** | 8.2 (208 reviews) | 8.1 (43 reviews) | 
| **Decision Trees** | 8.0 (197 reviews) | 7.8 (44 reviews) | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | 8.4 (44 reviews) | 
| **Data Transport** | 8.7 (222 reviews) | 8.4 (44 reviews) | 
| **Access Management** | 9.0 (222 reviews) | 8.6 (47 reviews) | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | 8.6 (46 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | 8.4 (44 reviews) | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | 8.6 (43 reviews) | 
| **Performance and Reliability** | 8.9 (221 reviews) | 8.6 (44 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | 7.3 (40 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Sprinklr Service** | 6.2/10 | 43 |

#### Call Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Call Recording** | Not enough data | 5.7 (33 reviews) | 
| **Machine Learning** | Not enough data | 6.0 (35 reviews) | 
| **Call Analysis** | Not enough data | 5.6 (31 reviews) | 
| **Lead Qualification** | Not enough data | 6.1 (31 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Customer Scoring** | Not enough data | 6.3 (34 reviews) | 
| **Speech-to-Text** | Not enough data | 5.8 (31 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (30 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (11 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.1 (11 reviews) | 
| **Adaptive Learning** | Not enough data | 6.4 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (11 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (12 reviews) | 
| **Decision Making** | Not enough data | 6.8 (12 reviews) | 

### Customer Communications Management

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

#### Channels

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

#### Usability

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

#### Reporting

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

#### Generative AI

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

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Sprinklr Service** | 7.9/10 | 58 |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | 8.2 (51 reviews) | 
| **Calibration** | 8.7 (69 reviews) | 7.9 (50 reviews) | 
| **Reports** | 8.7 (72 reviews) | 8.4 (51 reviews) | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | 8.1 (51 reviews) | 
| **Dashboards** | 8.9 (70 reviews) | 8.0 (50 reviews) | 
| **Training** | 8.7 (70 reviews) | 7.7 (48 reviews) | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | 7.9 (49 reviews) | 
| **Compliance** | 8.8 (71 reviews) | 8.3 (46 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | 6.9 (42 reviews) | 
| **AI Text Summarization** | 8.0 (62 reviews) | 7.2 (41 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Sprinklr Service** | 7.4/10 | 175 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Voice** | 7.5 (278 reviews) | 6.9 (142 reviews) | 
| **Social** | 7.4 (271 reviews) | 8.4 (146 reviews) | 
| **Web Chat** | 7.9 (277 reviews) | 7.9 (138 reviews) | 
| **Mobile SMS** | 7.4 (268 reviews) | 7.5 (140 reviews) | 
| **Email** | 8.8 (284 reviews) | 7.6 (135 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (219 reviews) | 6.6 (113 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Session Routing** | 7.9 (272 reviews) | 7.5 (139 reviews) | 
| **Session Queuing** | 8.0 (270 reviews) | 7.6 (132 reviews) | 
| **Concurrent Calling** | 7.6 (260 reviews) | 7.3 (134 reviews) | 
| **Speech Analytics** | 7.2 (257 reviews) | 7.3 (132 reviews) | 
| **Auto Dialer** | 7.2 (258 reviews) | 6.8 (131 reviews) | 
| **IVR** | 7.2 (262 reviews) | 7.1 (135 reviews) | 
| **Inbound Screen Pop** | 7.7 (261 reviews) | 7.6 (128 reviews) | 
| **Persistent Data** | 8.1 (264 reviews) | 8.0 (129 reviews) | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (8 reviews) | 5.9 (22 reviews) | 
| **Cross-system Integration** | 9.6 (9 reviews) | 6.7 (22 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 6.2 (22 reviews) | 
| **Proactive Assistance** | 9.2 (8 reviews) | 6.5 (22 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Session Summary Notes** | 7.9 (259 reviews) | 7.8 (130 reviews) | 
| **Administrator Access** | 8.5 (262 reviews) | 7.8 (130 reviews) | 
| **Reporting & Dashboards** | 8.6 (262 reviews) | 8.4 (144 reviews) | 
| **Session Recording** | 7.7 (251 reviews) | 7.8 (131 reviews) | 
| **Agent Scheduling and Assignment** | 7.7 (256 reviews) | 7.9 (142 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 75 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Customization** | Not enough data | 8.5 (58 reviews) | 
| **Control** | Not enough data | 8.5 (57 reviews) | 
| **Route To Human** | Not enough data | 8.5 (57 reviews) | 
| **Menu bars** | Not enough data | 8.6 (55 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (53 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (55 reviews) | 
| **Integrations** | Not enough data | 8.4 (56 reviews) | 
| **Branding** | Not enough data | 8.5 (56 reviews) | 
| **Analytics** | Not enough data | 8.7 (56 reviews) | 
| **A/B testing** | Not enough data | 8.1 (51 reviews) | 
| **Role-based access** | Not enough data | 8.4 (56 reviews) | 
| **Collection of information** | Not enough data | 8.2 (53 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (38 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (37 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Sprinklr Service** | 8.3/10 | 44 |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | 9.0 (33 reviews) | 
| **Skills Management** | 7.9 (58 reviews) | 8.2 (33 reviews) | 
| **Shift Scheduling** | 7.5 (58 reviews) | 8.1 (34 reviews) | 
| **Agent Self-Service** | 7.8 (57 reviews) | 8.1 (33 reviews) | 
| **Mobile Access** | 7.6 (57 reviews) | 8.1 (32 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | 7.8 (36 reviews) | 
| **Performance Analysis** | 8.3 (58 reviews) | 8.7 (35 reviews) | 
| **Dashboards** | 8.4 (58 reviews) | 8.6 (36 reviews) | 
| **Forecasting** | 7.7 (56 reviews) | 8.1 (33 reviews) | 
| **Intraday Management** | 7.7 (56 reviews) | 8.1 (35 reviews) | 

### Conversational Support

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

#### Conversational Platform

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

### Customer Service Automation

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

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (145 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (147 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (150 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (153 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **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 | 1017 |
| **Sprinklr Service** | 7.8/10 | 194 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (111 reviews) | 7.7 (73 reviews) | 
| **AI Text Summarization** | 7.8 (112 reviews) | 7.3 (71 reviews) | 
| **AI Text-to-Speech** | 7.8 (111 reviews) | 7.2 (71 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (314 reviews) ✓ Verified | 7.9 (101 reviews) ✓ Verified | 
| **Notifications** | 8.7 (333 reviews) ✓ Verified | 8.3 (111 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (280 reviews) ✓ Verified | 7.6 (98 reviews) | 
| **In-App Messaging** | 8.5 (282 reviews) ✓ Verified | 8.3 (100 reviews) | 
| **Co-Browsing** | 7.9 (163 reviews) | 7.3 (94 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 7.9 (141 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (299 reviews) ✓ Verified | 8.1 (107 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (291 reviews) ✓ Verified | 7.9 (101 reviews) | 
| **Knowledge Base** | 8.4 (323 reviews) ✓ Verified | 8.4 (100 reviews) | 
| **Team Inbox ** | 8.5 (294 reviews) ✓ Verified | 8.0 (101 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (327 reviews) ✓ Verified | 8.1 (107 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Sprinklr Service** | 7.6/10 | 67 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 7.5 (41 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.0 (54 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 7.7 (55 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 7.4 (54 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.1 (52 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.7 (53 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.1 (54 reviews) | 
| **Automation** | 8.6 (234 reviews) | 7.8 (53 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.4 (55 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 7.7 (55 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 6.5 (8 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 7.1 (8 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 8.1 (8 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 7.3 (8 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 7.8 (9 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 7.9 (8 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 7.3 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Sprinklr Service** | 7.6/10 | 411 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 6.9 (233 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 6.8 (223 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.3 (314 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 7.7 (312 reviews) | 
| **Macros** | 8.3 (227 reviews) | 8.2 (311 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 7.3 (284 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.8 (335 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 7.2 (276 reviews) | 
| **Phone** | 8.6 (234 reviews) | 6.6 (265 reviews) | 
| **Text** | 8.6 (216 reviews) | 7.5 (272 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 7.7 (294 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.3 (318 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 7.9 (286 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 7.6 (285 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Sprinklr Service** | 7.8/10 | 13 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (12 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Sprinklr Service** | 7.0/10 | 115 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | 7.1 (103 reviews) | 
| **AI Text Summarization** | 8.0 (83 reviews) | 7.0 (103 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Sprinklr Service** | 6.0/10 | 33 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **AI chatbots** | Not enough data | 5.6 (31 reviews) | 
| **Messaging and Notifications** | Not enough data | 6.2 (31 reviews) | 
| **AI agents ** | Not enough data | 5.9 (31 reviews) | 
| **Voice assistants** | Not enough data | 5.3 (30 reviews) | 
| **Communication apps** | Not enough data | 5.8 (30 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 5.8 (30 reviews) | 
| **Sales channels** | Not enough data | 5.6 (30 reviews) | 
| **Payment Platform** | Not enough data | 5.7 (30 reviews) | 
| **Internal tools** | Not enough data | 5.9 (29 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.2 (29 reviews) | 
| **Advance reporting** | Not enough data | 7.1 (29 reviews) | 

### AI Customer Support Agents

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

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

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Sprinklr Service | 
|---|---|---|
| **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 (9):** [Live Chat Software](https://www.g2.com/categories/live-chat), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [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) (5):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to Sprinklr Service (5):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Chatbots Software](https://www.g2.com/categories/chatbots), [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) | Sprinklr Service | 
|---|---|---|
| **Small-Business** | 18.7% | 27.5% | 
| **Mid-Market** | 42.8% | 30.4% | 
| **Enterprise** | 38.5% | 42.1% | 

### 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%

#### Sprinklr Service

- **Consumer Services:** 10.7%
- **Marketing and Advertising:** 10.2%
- **Information Technology and Services:** 5.4%
- **Financial Services:** 5.0%
- **Food & Beverages:** 4.0%
- **Insurance:** 3.8%
- **Telecommunications:** 3.8%
- **Entertainment:** 3.5%
- **Hospital & Health Care:** 3.1%
- **Retail:** 3.1%
- **Other:** 47.4%

---
## 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 (444 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7723 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3877 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 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 (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)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2508 reviews)

### Alternatives to Sprinklr Service

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6438 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2508 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (444 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 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..."

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

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