# Agentforce Service (formerly Salesforce Service Cloud) vs FreshChat Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in providing a comprehensive view of customer interactions, with features like **automation** and **case management** that enhance team productivity. Users appreciate how it helps them respond faster and stay organized, making it a strong choice for businesses looking to improve customer support efficiency.
- **Users say** FreshChat shines in its ability to manage customer conversations across multiple platforms, consolidating everything into a single dashboard. This feature allows teams to respond quickly and avoid missing messages, which is particularly beneficial for small businesses that need to maintain organization in their customer interactions.
- **According to verified reviews** , Agentforce Service has a significantly higher G2 Score, indicating greater overall user satisfaction. Reviewers highlight its user-friendly interface and detailed dashboards, which contribute to a more efficient customer support experience compared to FreshChat.
- **Reviewers mention** that FreshChat's AI capabilities, particularly the **AI Freddy** chatbot, are genuinely helpful for automating responses and saving time. Users find configuring the botflow straightforward, which can be a major advantage for teams looking to streamline their customer service processes.
- **G2 reviewers report** that while FreshChat offers a free entry-level price, Agentforce Service provides a more robust set of features for mid-market businesses, justifying its starting price of $25. Users appreciate the centralized customer data in Agentforce, which enhances efficiency and consistency in support.
- **Users say** that both platforms have their strengths, but Agentforce Service's higher ratings in areas like **quality of support** and **ease of use** suggest it may be better suited for organizations that require a more comprehensive support solution, while FreshChat is ideal for those prioritizing quick setup and multi-platform management.



| | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,331 | 498 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (58.2% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $0.00 | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### FreshChat

Pros:
- Ease of Use (11 reviews)
- Helpful (7 reviews)

Cons:
- AI Limitations (3 reviews)
- Difficult Learning (3 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2850 reviews) | 8.6 (403 reviews) | 
  | **Ease of Use** | 8.4 (5463 reviews) | 9.1 (405 reviews) | 
  | **Ease of Setup** | 7.9 (4216 reviews) | 8.7 (259 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.0 (246 reviews) | 
  | **Quality of Support** | 8.3 (2626 reviews) | 8.7 (397 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 8.8 (242 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2798 reviews) | 9.0 (404 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

### FreshChat

#### Entry-Level Pricing

Plan: Free

Price: $0.00

Key Features:
- Chatbot builder
- Chatbot analytics
- Inbox Views

[Browse all 4 editions](https://www.g2.com/products/freshworks-freshchat/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1728 |
| **FreshChat** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1279 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (985 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1073 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (76 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (71 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (824 reviews) ✓ Verified | 8.5 (273 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (646 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1182 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **FreshChat** | 8.9/10 | 52 |

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Sequencing** | Not enough data | 8.9 (43 reviews) ✓ Verified | 
| **AI** | Not enough data | 8.4 (45 reviews) ✓ Verified | 
| **Live Chat** | Not enough data | 9.4 (48 reviews) ✓ Verified | 
| **Customization Interface** | Not enough data | 9.1 (48 reviews) ✓ Verified | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Social Media** | Not enough data | 8.7 (38 reviews) ✓ Verified | 
| **Website** | Not enough data | 9.0 (45 reviews) ✓ Verified | 
| **Text Message (SMS)** | Not enough data | 8.8 (32 reviews) | 
| **Voice Assistants** | Not enough data | 9.0 (32 reviews) ✓ Verified | 
| **Other** | Not enough data | 8.9 (37 reviews) ✓ Verified | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Targeting** | Not enough data | 9.0 (41 reviews) ✓ Verified | 
| **Profiles** | Not enough data | 8.8 (43 reviews) ✓ Verified | 
| **Analytics** | Not enough data | 8.6 (44 reviews) ✓ Verified | 
| **Lead Gathering** | Not enough data | 8.9 (38 reviews) ✓ Verified | 
| **Sales Conversion** | Not enough data | 8.9 (38 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

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

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **FreshChat** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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 (220 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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 | 137 |
| **FreshChat** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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 | 218 |
| **FreshChat** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

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

### Contact Center Quality Assurance

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

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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 | 312 |
| **FreshChat** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | Not enough data | 

#### Administrative

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

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **FreshChat** | 8.7/10 | 117 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Customization** | Not enough data | 8.5 (103 reviews) | 
| **Control** | Not enough data | 8.6 (104 reviews) | 
| **Route To Human** | Not enough data | 8.9 (102 reviews) | 
| **Menu bars** | Not enough data | 8.7 (99 reviews) | 
| **Drip sequences** | Not enough data | 8.6 (83 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Live chat** | Not enough data | 9.2 (105 reviews) | 
| **Integrations** | Not enough data | 8.9 (100 reviews) | 
| **Branding** | Not enough data | 8.8 (100 reviews) | 
| **Analytics** | Not enough data | 8.5 (99 reviews) | 
| **A/B testing** | Not enough data | 8.4 (78 reviews) | 
| **Role-based access** | Not enough data | 9.0 (93 reviews) | 
| **Collection of information** | Not enough data | 8.8 (94 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.4 (42 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (42 reviews) | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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) | FreshChat | 
|---|---|---|
| **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 |
| **FreshChat** | 8.6/10 | 165 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.6 (148 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | Feature Not Available | 
| **Contextual Engagement** | 8.1 (101 reviews) | 8.5 (127 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 8.6 (111 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 8.6 (133 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 8.6 (135 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 8.5 (134 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.8 (116 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 8.5 (61 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | 8.5 (61 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 175 |
| **FreshChat** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (145 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

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

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1013 |
| **FreshChat** | 8.6/10 | 336 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 8.5 (73 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 8.6 (72 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.8 (73 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.2 (281 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.5 (295 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.4 (202 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.9 (248 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.2 (138 reviews) ✓ Verified | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Customization ** | 8.3 (824 reviews) ✓ Verified | 8.5 (273 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.7 (269 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.4 (221 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.7 (256 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 9.0 (254 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.5 (255 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **FreshChat** | 8.7/10 | 114 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 8.9 (33 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.9 (92 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.7 (93 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.4 (80 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.5 (67 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.6 (69 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | 9.1 (74 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.9 (77 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.0 (68 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.8 (77 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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 |
| **FreshChat** | 9.2/10 | 58 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 9.2 (23 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 9.5 (23 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 9.4 (43 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.4 (48 reviews) | 
| **Macros** | 8.3 (227 reviews) | 9.2 (42 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.2 (50 reviews) | 
| **Social** | 8.4 (250 reviews) | 9.2 (53 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 9.5 (53 reviews) | 
| **Phone** | 8.6 (234 reviews) | 9.0 (43 reviews) | 
| **Text** | 8.6 (216 reviews) | 9.3 (44 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 9.2 (41 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.9 (49 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 9.2 (46 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 9.1 (48 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

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

#### Generative AI

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

### AI Customer Support Agents

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

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

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | FreshChat | 
|---|---|---|
| **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 (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [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), [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), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to FreshChat (3):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [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) | FreshChat | 
|---|---|---|
| **Small-Business** | 18.7% | 58.2% | 
| **Mid-Market** | 42.8% | 35.6% | 
| **Enterprise** | 38.5% | 6.2% | 

### By Industry

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

- **Information Technology and Services:** 11.5%
- **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:** 48.9%

#### FreshChat

- **Information Technology and Services:** 10.4%
- **Computer Software:** 9.9%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 5.0%
- **Marketing and Advertising:** 4.1%
- **Internet:** 3.7%
- **Education Management:** 3.7%
- **Telecommunications:** 3.0%
- **Health, Wellness and Fitness:** 2.8%
- **Other:** 43.8%

---
## 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 (738 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7626 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1548 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to FreshChat

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Crisp](https://www.g2.com/products/crisp/reviews) — 4.5/5 stars (197 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4064 reviews)
- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (482 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7626 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..."

### FreshChat

- Title: [How do I set up a chat bot to respond to FAQ's automatically?](https://www.g2.com/discussions/how-do-i-set-up-a-chat-bot-to-respond-to-faq-s-automatically) — 3 comments, 1 upvote
  > **Top comment:** "Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can..."
- Title: [Can we see the ticket details and the possibility of modification ?](https://www.g2.com/discussions/can-we-see-the-ticket-details-and-the-possibility-of-modification) — 2 comments
  > **Top comment:** "Have you lost hope of ever recovering your money from scam brokers or platform ?? I have good news for you and yes it is 97% possible for you to recover..."
- Title: [Understand Whatsapp integration first if it is critical](https://www.g2.com/discussions/understand-whatsapp-integration-first-if-it-is-critical) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** ""With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use..."
- Title: [how  can  we develop Freshdesk Messaging ?](https://www.g2.com/discussions/how-can-we-develop-freshdesk-messaging) — 1 comment *(includes official response)*
  > **Top comment:** "Freshdesk Messaging (now called Freshchat) is a cloud-based product and doesn't need to be updated or developed by the end customers. If you are facing any..."
- Title: [how to merge the fresh desk with the fresh chat and make calls and chats in the same time ?](https://www.g2.com/discussions/how-to-merge-the-fresh-desk-with-the-fresh-chat-and-make-calls-and-chats-in-the-same-time) — 1 comment, 1 upvote
  > **Top comment:** "Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery..."

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