Compare Salesforce Service Cloud Software and Forethought 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (65.5% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,224)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansForethought
Star Rating
(165)4.3 out of 5
Market Segments
Mid-Market (65.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ForethoughtSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Forethought. Users appreciate its user-friendly interface and the flexibility to adapt the platform to meet evolving business needs, making it a strong choice for organizations looking for a comprehensive solution.
- Users say that Salesforce Service Cloud's implementation process is notably quick and intuitive, with many highlighting the onboarding wizard that simplifies setup. In contrast, Forethought, while evolving, has received feedback indicating that it may not be as seamless in this area, which could pose challenges for new users.
- Reviewers mention that Salesforce Service Cloud offers robust customer service automation features, leading to higher efficiency in ticket resolution. Users have noted that it is extremely helpful for managing contacts and storing information, whereas Forethought, despite its advancements, still faces challenges in automating complex workflows effectively.
- According to verified reviews, Salesforce Service Cloud shines in its integration capabilities, allowing users to connect with various tools and systems effortlessly. This is a critical advantage for businesses that rely on multiple platforms, while Forethought, although strong in AI-driven analytics, may not provide the same level of integration flexibility.
- Users highlight that Forethought has made significant strides in AI capabilities, particularly in analytics and impact forecasting, which some users find valuable for measuring ROI. However, Salesforce Service Cloud's overall performance and reliability ratings suggest that it may offer a more stable experience for day-to-day operations.
- G2 reviewers report that while both platforms have their strengths, Salesforce Service Cloud's extensive user base and higher total number of reviews indicate a more established presence in the market. This can provide potential buyers with greater confidence in the product's long-term viability and support compared to Forethought, which has a smaller user community.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Forethought
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Forethought
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.2
116
Ease of Use
8.4
5,383
8.3
120
Ease of Setup
7.9
4,139
7.7
72
Ease of Admin
8.2
1,536
7.9
70
Quality of Support
8.3
2,573
8.9
109
Has the product been a good partner in doing business?
8.7
1,517
9.1
70
Product Direction (% positive)
8.3
2,753
9.3
106
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
Not enough data
8.4
1208
|
Verified
Not enough data
8.3
1249
|
Verified
Not enough data
8.3
1161
|
Verified
Not enough data
8.1
985
Not enough data
7.9
1171
|
Verified
Not enough data
8.3
1153
|
Verified
Not enough data
8.5
1047
|
Verified
Not enough data
Generative AI
7.7
180
Not enough data
7.6
178
Not enough data
Agentic AI - Help Desk
8.3
58
Not enough data
8.4
57
Not enough data
8.2
60
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1210
|
Verified
Not enough data
8.1
852
Not enough data
8.0
810
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
555
|
Verified
Not enough data
8.3
819
|
Verified
Not enough data
8.6
694
|
Verified
Not enough data
8.3
620
|
Verified
Not enough data
8.2
1150
|
Verified
Not enough data
8.2
1167
|
Verified
Not enough data
Administration
8.8
229
7.6
7
8.8
228
6.7
7
8.7
225
6.1
6
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
6.1
6
8.7
225
8.3
6
8.6
225
7.2
6
8.6
222
7.3
5
Customer Support
8.1
211
Not enough data
8.2
204
Not enough data
8.0
193
Not enough data
Data Security
8.6
217
Not enough data
8.7
218
Not enough data
9.0
219
Not enough data
9.1
219
Not enough data
Administration
8.6
210
9.0
5
8.9
211
Not enough data
8.9
215
10.0
5
Generative AI
7.5
149
Not enough data
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Responses
Not enough data
8.0
33
Not enough data
9.1
27
Not enough data
8.6
30
Automation - AI Agents
Not enough data
8.7
5
Not enough data
8.3
6
Not enough data
7.3
5
Not enough data
8.0
5
Not enough data
8.3
5
Platform
Not enough data
9.0
27
Not enough data
8.9
32
Not enough data
9.0
20
Autonomy - AI Agents
Not enough data
7.3
5
Not enough data
8.7
5
Not enough data
8.3
5
Not enough data
8.3
5
Generative AI
Not enough data
9.8
8
Not enough data
9.4
8
Responses
Not enough data
8.5
51
Not enough data
8.2
49
Not enough data
8.8
47
Not enough data
8.1
39
Not enough data
7.4
33
Platform
Not enough data
8.2
38
Not enough data
7.8
46
Not enough data
8.6
44
Not enough data
7.6
45
Not enough data
Feature Not Available
Not enough data
7.7
37
Not enough data
7.5
42
Generative AI
Not enough data
7.2
19
Not enough data
7.8
20
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Customer Support
8.3
144
8.2
17
7.9
139
6.6
16
8.2
139
8.9
17
Automation
8.2
143
8.9
18
8.2
143
8.8
18
8.1
143
8.5
18
Artificial Intelligence
7.6
138
9.0
17
7.7
137
8.9
17
7.4
134
8.7
18
Generative AI
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Not enough data
Communication
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
7.7
16
Self-Service Experience
8.6
593
7.5
31
8.3
579
8.2
61
8.3
528
Feature Not Available
8.0
214
7.8
42
8.4
224
7.9
54
Self-Service Platform
8.4
223
8.4
53
8.6
229
8.4
58
7.6
199
8.6
60
8.5
215
8.1
57
Agentic AI - Customer Self-Service
8.6
7
7.3
8
8.6
7
6.9
7
8.6
7
7.9
8
8.8
7
7.6
9
8.6
7
8.1
9
9.0
7
6.0
8
8.8
7
7.8
9
Generative AI
7.9(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Natural Language Interaction - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Intent & Action Handling - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Context & Personalization - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Enterprise Integration & Deployment - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.5
12
Not enough data
8.3
12
Not enough data
7.9
12
Not enough data
9.3
12
Not enough data
7.8
10
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
9
Not enough data
8.3
9
Not enough data
7.8
9
Not enough data
8.7
10
Automation
Not enough data
8.8
14
Not enough data
8.2
14
Not enough data
6.8
12
Autonomy
Not enough data
8.0
11
Not enough data
7.8
12
Not enough data
8.5
11
Not enough data
8.5
11
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Forethought are categorized as Contact Center Knowledge Base, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Forethought is categorized as AI Customer Support Agents, AI Agents For Business Operations, Chatbots, and Conversational Interface Agents
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Forethought
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Computer Software
26.1%
Financial Services
20.6%
Information Technology and Services
15.2%
Consumer Goods
3.0%
Consumer Services
3.0%
Other
32.1%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
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...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
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...Read more
What is Forethought AI used for?
1 Comment
CA
Forethought's strength is in applying AI to an unmanaged support chat bot to quickly resolve common customer issues based on a dataset you provide it such as...Read more
Forethought has no more discussions with answers
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