# Agentforce Service (formerly Salesforce Service Cloud) vs Trengo Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Trengo. Users appreciate its **automation features** and **case management** capabilities, which streamline customer support and enhance team productivity.
- **Users say** that Trengo offers a user-friendly experience, particularly highlighting its ability to consolidate all customer communications into a single overview. This feature allows teams to respond faster and ensures that no messages are missed, making it a solid choice for small businesses.
- **According to verified reviews** , Agentforce Service provides a more comprehensive solution for mid-market companies, with features like a **detailed dashboard** and centralized customer data that improve efficiency and support consistency in customer interactions.
- **Reviewers mention** that while Trengo is easy to set up, especially with the assistance of dedicated account managers, it may not offer the same depth of features as Agentforce Service, which is designed to cater to more complex customer service needs.
- **Users highlight** that Agentforce Service's ability to automate case management and provide a unified view of customer interactions helps teams stay organized and deliver a better customer experience, a feature that is particularly beneficial for larger organizations.
- **G2 reviewers note** that while Trengo has a strong focus on user support and ease of use, it faces challenges in scalability and feature richness compared to Agentforce Service, which is better suited for businesses looking for a robust customer service platform.



| | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,327 | 246 | 
| **Largest Market Segment** | Mid-Market (42.7% of reviews) | Small-Business (72.5% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | €349.00 10 User Per Month | 

---
## 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)

### Trengo

Pros:
- Ease of Use (72 reviews)
- Helpful (59 reviews)

Cons:
- Missing Features (39 reviews)
- Limited Features (25 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2845 reviews) | 8.2 (214 reviews) | 
  | **Ease of Use** | 8.4 (5456 reviews) | 8.6 (218 reviews) | 
  | **Ease of Setup** | 7.9 (4210 reviews) | 8.2 (159 reviews) | 
  | **Ease of Admin** | 8.2 (1558 reviews) | 8.3 (141 reviews) | 
  | **Quality of Support** | 8.3 (2621 reviews) | 8.8 (218 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1539 reviews) | 8.8 (142 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2793 reviews) | 9.0 (218 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

### Trengo

#### Entry-Level Pricing

Plan: Boost

Price: €349.00 10 User Per Month

Description: Unify your inbox and automate the basics.

Key Features:
- Basic integrations
- White labelling
- Reporting

[Browse all 2 editions](https://www.g2.com/products/trengo/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1722 |
| **Trengo** | 7.8/10 | 84 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1214 reviews) ✓ Verified | 8.3 (30 reviews) | 
| **Ticket response user experience** | 8.4 (1225 reviews) ✓ Verified | 8.2 (30 reviews) | 
| **Workflow** | 8.4 (1274 reviews) ✓ Verified | 8.2 (29 reviews) | 
| **Response Automation** | 8.3 (1183 reviews) ✓ Verified | 8.0 (31 reviews) | 
| **SLA Management** | 8.1 (984 reviews) | 6.7 (25 reviews) | 
| **Attachments/Screencasts** | 7.9 (1169 reviews) ✓ Verified | 7.7 (26 reviews) | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | 8.2 (30 reviews) | 
| **Customer and Contacts Database** | 8.5 (1069 reviews) ✓ Verified | 8.1 (29 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 7.2 (15 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 7.1 (15 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (74 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (67 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (70 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | Feature Not Available | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | 8.0 (32 reviews) | 
| **Chat/Live Support** | 8.2 (863 reviews) | 7.7 (32 reviews) | 
| **Social Integration** | 8.0 (810 reviews) ✓ Verified | 7.9 (30 reviews) | 
| **Voice** | 8.1 (771 reviews) | 6.8 (25 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Mobile User Support** | 7.8 (557 reviews) ✓ Verified | 6.7 (32 reviews) | 
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 7.7 (73 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (701 reviews) ✓ Verified | 8.0 (34 reviews) | 
| **Integration** | 8.3 (642 reviews) ✓ Verified | 7.8 (30 reviews) | 
| **Reporting** | 8.2 (1163 reviews) ✓ Verified | 7.3 (33 reviews) | 
| **Dashboards** | 8.3 (1180 reviews) ✓ Verified | 7.7 (32 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 260 |
| **Trengo** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 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) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **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 (219 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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 | 136 |
| **Trengo** | 7.2/10 | 96 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | 8.5 (84 reviews) | 
| **Open Listening** | 8.4 (120 reviews) | 7.5 (70 reviews) | 
| **Physical Media** | 7.6 (119 reviews) | 6.8 (70 reviews) | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (118 reviews) | 7.6 (72 reviews) | 
| **Create Content** | 8.0 (119 reviews) | 6.9 (67 reviews) | 
| **Personalization** | 8.3 (121 reviews) | 7.7 (78 reviews) | 
| **Inbound Identification** | 8.4 (121 reviews) | 7.7 (76 reviews) | 
| **Regulatory Compliance** | 8.5 (116 reviews) | 7.6 (70 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | 6.0 (55 reviews) | 
| **AI Text Summarization** | 7.6 (112 reviews) | 6.1 (54 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 217 |
| **Trengo** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (203 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Trengo** | 7.4/10 | 57 |

#### Productivity Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Notes** | Not enough data | 8.3 (49 reviews) | 
| **Internal Discussion** | Not enough data | 8.2 (47 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.1 (45 reviews) | 
| **Workflows** | Not enough data | 7.7 (43 reviews) | 
| **Templates** | Not enough data | 8.2 (50 reviews) | 
| **Integrations** | Not enough data | 7.2 (46 reviews) | 
| **Tagging System** | Not enough data | 8.3 (49 reviews) | 

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Trends** | Not enough data | 6.8 (38 reviews) | 
| **Performance Tracking** | Not enough data | 7.0 (42 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.1 (9 reviews) | 
| **Decision Making** | Not enough data | 5.6 (8 reviews) | 

### Email Client

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Trengo** | 7.6/10 | 25 |

#### Inbox Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.8 (24 reviews) | 
| **Filters** | Not enough data | 7.7 (20 reviews) | 
| **Reminders** | Not enough data | 7.3 (19 reviews) | 
| **Notifications** | Not enough data | 7.5 (22 reviews) | 

#### Coordination Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Calendar** | Not enough data | 7.5 (14 reviews) | 
| **Contacts** | Not enough data | 7.5 (20 reviews) | 
| **Task Management** | Not enough data | 7.6 (16 reviews) | 

#### Software Options

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Desktop Application** | Not enough data | 7.6 (17 reviews) | 
| **Mobile Application** | Not enough data | 7.0 (18 reviews) | 

#### Email Client - Agentic AI

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

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Trengo** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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 | 311 |
| **Trengo** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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** | 8.0 (261 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.5 (7 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) | Trengo | 
|---|---|---|
| **Session Summary Notes** | 7.9 (257 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.5 (260 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### Customer Journey Analytics

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

#### Platform Basics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Dynamic Segmentation** | Not enough data | Not enough data | 
| **Journey Optimization** | Not enough data | Not enough data | 

#### Platform Data

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Journey Reporting** | Not enough data | Not enough data | 
| **Trends Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Advanced Data Filtering** | Not enough data | Not enough data | 

#### Platform Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Journey Mapping** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Automated Alerts** | Not enough data | Not enough data | 

#### Agentic AI - Customer Journey Analytics

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

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Trengo** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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) | Trengo | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Trengo** | 7.4/10 | 53 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 7.8 (43 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 7.9 (39 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 7.1 (36 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 7.6 (37 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 7.3 (36 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 7.2 (35 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 7.0 (33 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 7.1 (38 reviews) | 

#### Generative AI

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

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Trengo** | 6.1/10 | 7 |

#### Sorting & Filtering

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Attachment Search** | Not enough data | 6.9 (7 reviews) | 
| **Tags** | Not enough data | 7.6 (7 reviews) | 
| **AI Sorting** | Not enough data | 6.2 (7 reviews) | 
| **Predefined Rules** | Not enough data | 7.1 (7 reviews) | 

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | 6.9 (6 reviews) | 
| **Gmail Integration** | Not enough data | 4.8 (7 reviews) | 
| **Apple Calendar Integration** | Not enough data | 4.5 (7 reviews) | 

#### Time Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.1 (7 reviews) | 
| **Email Automation** | Not enough data | 7.9 (7 reviews) | 
| **Snooze** | Not enough data | 5.2 (7 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | Not enough data | 4.8 (7 reviews) | 
| **AI Text-to-Speech** | Not enough data | 4.5 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 5.2 (7 reviews) | 

#### Agentic AI - Email Management

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 174 |
| **Trengo** | 7.0/10 | 13 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | 7.7 (13 reviews) | 
| **Speech** | 8.0 (144 reviews) | 5.7 (12 reviews) | 
| **Knowledge Base** | 8.3 (144 reviews) | 7.1 (13 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Ticket Resolution** | 8.3 (152 reviews) | 6.7 (12 reviews) | 
| **Customization** | 8.2 (148 reviews) | 7.4 (12 reviews) | 
| **Intelligent Routing** | 8.1 (148 reviews) | 6.7 (12 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | 6.8 (12 reviews) | 
| **Language** | 7.7 (140 reviews) | 7.7 (13 reviews) | 
| **Conversational AI** | 7.4 (139 reviews) | 6.8 (12 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1010 |
| **Trengo** | 7.5/10 | 86 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 6.5 (27 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 6.3 (26 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 6.0 (27 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.2 (50 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.0 (57 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 7.5 (40 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 7.9 (42 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 7.4 (35 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 7.7 (73 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 7.7 (51 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 7.5 (40 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 7.5 (46 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (292 reviews) ✓ Verified | 8.8 (57 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 7.7 (55 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Trengo** | 7.6/10 | 38 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 7.5 (31 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 7.3 (30 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | Feature Not Available | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.7 (27 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.8 (27 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | 7.9 (30 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.1 (32 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.0 (26 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 7.6 (30 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **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 |
| **Trengo** | 7.6/10 | 45 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 6.1 (22 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 6.2 (22 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.5 (36 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 8.6 (35 reviews) | 
| **Macros** | 8.3 (227 reviews) | 7.7 (28 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 8.6 (42 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.5 (40 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 8.2 (38 reviews) | 
| **Phone** | 8.6 (234 reviews) | 5.7 (33 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.0 (35 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 7.2 (27 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 7.5 (34 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 7.2 (29 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 7.7 (32 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Trengo** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | 6.4 (11 reviews) | 
| **AI Text Summarization** | 8.0 (82 reviews) | 6.4 (11 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### WhatsApp Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Trengo** | 6.3/10 | 5 |

#### WhatsApp Messaging - WhatsApp Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Transactional Messages** | Not enough data | 7.3 (5 reviews) | 
| **Bulk WhatsApp Messaging** | Not enough data | 6.0 (5 reviews) | 
| **Conversational Messaging** | Not enough data | 8.0 (5 reviews) | 
| **Personalization** | Not enough data | 7.3 (5 reviews) | 
| **Promotional Messages** | Not enough data | 6.7 (5 reviews) | 
| **Automated Replies** | Not enough data | 8.3 (5 reviews) | 

#### WhatsApp Business Platform - WhatsApp Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Segmentation** | Not enough data | 5.3 (5 reviews) | 
| **API Integration** | Not enough data | 6.0 (5 reviews) | 
| **WhatsApp Commerce** | Not enough data | 3.7 (5 reviews) | 
| **Analytics** | Not enough data | 4.0 (5 reviews) | 

---
## Categories
**Shared Categories (8):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Trengo (5):** [Email Management Software](https://www.g2.com/categories/email-management), [Email Client Software](https://www.g2.com/categories/email-client), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Customer Journey Analytics Software](https://www.g2.com/categories/customer-journey-analytics), [WhatsApp Marketing Software](https://www.g2.com/categories/whatsapp-marketing)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Trengo | 
|---|---|---|
| **Small-Business** | 18.7% | 72.5% | 
| **Mid-Market** | 42.7% | 25.4% | 
| **Enterprise** | 38.5% | 2.0% | 

### By Industry

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

- **Information Technology and Services:** 11.4%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 49.0%

#### Trengo

- **Leisure, Travel & Tourism:** 7.4%
- **Apparel & Fashion:** 5.3%
- **Consumer Services:** 4.9%
- **Retail:** 4.9%
- **Information Technology and Services:** 4.1%
- **Marketing and Advertising:** 4.1%
- **Automotive:** 3.7%
- **Consumer Goods:** 3.3%
- **Real Estate:** 3.3%
- **Wholesale:** 2.9%
- **Other:** 56.1%

---
## 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 (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (736 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 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 (2912 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Trengo

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Missive](https://www.g2.com/products/missive/reviews) — 4.7/5 stars (823 reviews)
- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (478 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 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..."

### Trengo

No discussions available for this product.

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