# Agentforce Service (formerly Salesforce Service Cloud) vs Dynamics 365 Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Dynamics 365 Customer 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 reviewer highlighted the transition to autonomous AI agents, which allows for contextual service based on specific data, making interactions more efficient.
- **According to verified reviews** , Dynamics 365 Customer Service shines in its integration capabilities, particularly with tools like Teams and Outlook. Users find it easy to manage customer interactions across various platforms, which simplifies case tracking and workflow management.
- **Reviewers mention** that while Dynamics 365 Customer Service has strong automation features, Agentforce Service provides a more user-friendly experience overall. Users noted that the ease of setup and administration in Agentforce Service contributes to a smoother onboarding process, allowing teams to focus on customer service rather than technical hurdles.
- **G2 reviewers highlight** that both products have similar star ratings, but Agentforce Service benefits from a much larger volume of reviews, indicating a more reliable consensus on its performance. This extensive feedback reflects a consistent positive experience among users, particularly in ticket creation and response times.
- **Users report** that while Dynamics 365 Customer Service offers robust AI-driven insights, Agentforce Service's focus on contextual AI enhances the relevance of its responses. This distinction is crucial for teams looking to provide personalized customer support, as noted by users who appreciate the tailored interactions facilitated by Agentforce Service.



| | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,357 | 32 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (53.6% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## 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)

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.5 (20 reviews) | 
  | **Ease of Use** | 8.4 (5480 reviews) | 7.9 (20 reviews) | 
  | **Ease of Setup** | 7.9 (4233 reviews) | 7.4 (9 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 7.7 (8 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 8.4 (19 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 8.6 (6 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.2 (19 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

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1218 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1280 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | 8.9 (9 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (987 reviews) | 8.7 (9 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.2 (10 reviews) | 
| **Ticket Collaboration** | 8.3 (1159 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | 8.5 (10 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (182 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (69 reviews) | Not enough data | 
| **Proactive Assistance** | 8.6 (73 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1029 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1218 reviews) ✓ Verified | 8.7 (10 reviews) | 
| **Chat/Live Support** | 8.2 (866 reviews) | 8.3 (9 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 8.0 (10 reviews) | 
| **Voice** | 8.1 (772 reviews) | 8.5 (10 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (561 reviews) ✓ Verified | 8.3 (6 reviews) | 
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (707 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | 
| **Integration** | 8.3 (652 reviews) ✓ Verified | 8.3 (7 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1168 reviews) ✓ Verified | 8.5 (9 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1186 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Voice** | 7.5 (278 reviews) | Not enough data | 
| **Social** | 7.4 (271 reviews) | Not enough data | 
| **Web Chat** | 7.9 (277 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (268 reviews) | Not enough data | 
| **Email** | 8.8 (284 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (219 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Session Routing** | 7.9 (272 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (270 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (260 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (257 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (258 reviews) | Not enough data | 
| **IVR** | 7.2 (262 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (261 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (264 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 9.2 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Session Summary Notes** | 7.9 (259 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (262 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (262 reviews) | Not enough data | 
| **Session Recording** | 7.7 (251 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (256 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (111 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (112 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (111 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (314 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (333 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (280 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (282 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.9 (163 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (299 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (291 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (323 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (294 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (327 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.9 (15 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.2 (13 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.1 (12 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.8 (6 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 7.8 (6 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.9 (6 reviews) | 
| **Automation** | 8.6 (234 reviews) | 9.4 (6 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.3 (7 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.6 (6 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **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 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **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) | Dynamics 365 Customer Service | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | Not enough data | 
| **Tickets** | 8.6 (266 reviews) | Not enough data | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | Not enough data | 
| **Social** | 8.4 (250 reviews) | Not enough data | 
| **Live Chat** | 8.5 (233 reviews) | Not enough data | 
| **Phone** | 8.6 (234 reviews) | Not enough data | 
| **Text** | 8.6 (216 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | Not enough data | 
| **Reporting** | 8.8 (267 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (83 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Dynamics 365 Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer 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) | Dynamics 365 Customer Service | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

---
## Categories
**Shared Categories (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (10):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [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)



---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Dynamics 365 Customer Service | 
|---|---|---|
| **Small-Business** | 18.7% | 14.3% | 
| **Mid-Market** | 42.8% | 53.6% | 
| **Enterprise** | 38.5% | 32.1% | 

### 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%

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

---
## 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 (440 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (742 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7706 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6988 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 (3750 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 (2913 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1553 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Dynamics 365 Customer Service

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6988 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1553 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (440 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7706 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3877 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 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)

---
## 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
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- 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..."

### Dynamics 365 Customer Service

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-dynamics-365-customer-service)