# Agentforce Service (formerly Salesforce Service Cloud) vs Gainsight Customer Success Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gainsight Customer Success. Users appreciate its extensive features and seamless integration capabilities, making it a go-to choice for many businesses.
- **Users say** that Gainsight Customer Success offers a user-friendly interface that simplifies navigation, which is particularly beneficial for tracking customer health scores and NPS through its intuitive dashboards. This focus on customer success management is a standout feature for those prioritizing customer engagement.
- **Reviewers mention** that Salesforce Service Cloud is easy to implement and integrate with existing systems, which is a major advantage for companies looking to streamline their customer service processes. The AI capabilities that suggest follow-up reminders further enhance its usability, making daily operations smoother.
- **According to verified reviews** , Gainsight Customer Success shines in its ability to provide meaningful insights by integrating with Salesforce CRM, allowing users to log activities efficiently and access vital customer information directly from their inbox.
- **Users highlight** that while Gainsight Customer Success has a strong focus on customer health and engagement, it faces challenges in setup and administration compared to Salesforce Service Cloud, which is noted for its ease of setup and robust administrative features.
- **Reviewers appreciate** the quality of support from Gainsight Customer Success, noting its responsiveness and helpfulness, which is slightly higher than that of Salesforce Service Cloud. This can be a crucial factor for businesses that require ongoing assistance and guidance.



| | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 7,356 | 1,749 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (57.9% 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 (1259 reviews)
- Features (1102 reviews)

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

### Gainsight Customer Success

Pros:
- Ease of Use (302 reviews)
- Centralized Information (158 reviews)

Cons:
- Complexity (76 reviews)
- Limitations (75 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.6 (1372 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 8.0 (1454 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 6.7 (732 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 6.9 (643 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.6 (1219 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.0 (653 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 9.2 (1370 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

### Gainsight Customer Success

#### 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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 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) | Gainsight Customer Success | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gainsight Customer Success** | 8.0/10 | 1253 |

#### Customer Information

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Customer Health Scores** | Not enough data | 8.6 (1145 reviews) ✓ Verified | 
| **Customer Monitoring** | Not enough data | 8.5 (1087 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.4 (1079 reviews) ✓ Verified | 
| **Playbooks** | Not enough data | 8.2 (1067 reviews) ✓ Verified | 
| **Customer Segments** | Not enough data | 8.1 (937 reviews) ✓ Verified | 
| **Product Engagement** | Not enough data | 7.9 (925 reviews) ✓ Verified | 
| **Surveys** | Not enough data | 8.0 (948 reviews) ✓ Verified | 

#### Predictions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Churn Risk** | Not enough data | 8.0 (968 reviews) ✓ Verified | 
| **Upsell Opportunities** | Not enough data | 7.4 (841 reviews) ✓ Verified | 
| **Custom Triggers** | Not enough data | 8.1 (907 reviews) ✓ Verified | 
| **Machine Learning** | Not enough data | 6.9 (663 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Reporting & Dashboards** | Not enough data | 8.3 (1136 reviews) ✓ Verified | 
| **API & Integrations** | Not enough data | 7.9 (1007 reviews) ✓ Verified | 
| **Data Import & Export Tools** | Not enough data | 7.8 (982 reviews) ✓ Verified | 
| **Workflow Capability** | Not enough data | 8.2 (1015 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.1 (1034 reviews) ✓ Verified | 
| **Customization** | Not enough data | 8.0 (1051 reviews) ✓ Verified | 
| **Scalability** | Not enough data | 8.6 (1040 reviews) ✓ Verified | 
| **Data Security** | Not enough data | 8.6 (933 reviews) ✓ Verified | 
| **Performance & Reliability** | Not enough data | 8.4 (1053 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.4 (1023 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (298 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (299 reviews) | 

#### Agentic AI - Customer Success

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (14 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 8.6 (15 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (13 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (14 reviews) | 

### Contact Center Knowledge Base

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

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gainsight Customer Success** | 7.7/10 | 191 |

#### Sales Team

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Flexible Sales Process** | Not enough data | 7.8 (108 reviews) | 
| **Training Mode** | Not enough data | Feature Not Available | 
| **Playbooks** | Not enough data | 7.9 (145 reviews) | 

#### Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Opportunity Identification** | Not enough data | 7.8 (130 reviews) | 
| **Zero-touch Renewals** | Not enough data | 6.8 (115 reviews) | 
| **Smart Content** | Not enough data | 7.6 (108 reviews) | 

#### Mapping

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Multiple Org Charts** | Not enough data | 7.5 (117 reviews) | 
| **Stakeholder Roles** | Not enough data | 8.1 (129 reviews) | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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 | 
| **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

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Gainsight Customer Success** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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** | 8.1 (263 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gainsight Customer Success** | 7.7/10 | 214 |

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Net Promoter Score (NPS)** | Not enough data | 8.8 (174 reviews) | 
| **Customer Satisfaction (CSAT) Score** | Not enough data | 8.6 (151 reviews) | 
| **Customer Effort Score (CES)** | Not enough data | 7.9 (123 reviews) | 
| **Gamification** | Not enough data | 6.8 (111 reviews) | 

#### Customization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Stakeholder Management** | Not enough data | 8.1 (144 reviews) | 
| **Multilanguage Support** | Not enough data | 7.7 (104 reviews) | 
| **Multiple Branding Support** | Not enough data | 7.6 (102 reviews) | 
| **Vertical-specific Solutions** | Not enough data | 7.6 (97 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.0 (47 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (49 reviews) | 

#### Agentic AI - Experience Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 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 | 65 |
| **Gainsight Customer Success** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Conversational Platform

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

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gainsight Customer Success** | 8.8/10 | 39 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Health Score** | Not enough data | 9.6 (35 reviews) | 
| **Customer Profiles** | Not enough data | 10.0 (16 reviews) | 
| **Notifications** | Not enough data | 9.5 (20 reviews) | 

#### Predictions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Service Quality Assurance** | Not enough data | 8.9 (16 reviews) | 
| **Analytics** | Not enough data | 8.8 (23 reviews) | 
| **Revenue Impact** | Not enough data | 8.6 (16 reviews) | 
| **Artificial Intelligence** | Not enough data | 9.2 (24 reviews) | 
| **Sentiment** | Not enough data | 8.9 (17 reviews) | 
| **Retention** | Not enough data | 9.5 (26 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.2 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (9 reviews) | 

### Customer Service Automation

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

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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 | 1017 |
| **Gainsight Customer Success** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.8 (162 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Gainsight Customer Success** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **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 |
| **Gainsight Customer Success** | N/A | N/A |

#### Generative AI

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

---
## Categories

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [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), [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), [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Gainsight Customer Success (4):** [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Experience Management Software](https://www.g2.com/categories/experience-management), [Customer Success Software](https://www.g2.com/categories/customer-success), [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Gainsight Customer Success | 
|---|---|---|
| **Small-Business** | 18.7% | 9.0% | 
| **Mid-Market** | 42.8% | 57.9% | 
| **Enterprise** | 38.5% | 33.2% | 

### 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%

#### Gainsight Customer Success

- **Computer Software:** 38.8%
- **Information Technology and Services:** 19.9%
- **Marketing and Advertising:** 4.2%
- **Computer & Network Security:** 3.6%
- **Telecommunications:** 3.5%
- **Internet:** 3.2%
- **Hospital & Health Care:** 2.5%
- **Financial Services:** 2.5%
- **Education Management:** 1.8%
- **E-Learning:** 1.4%
- **Other:** 18.6%

---
## 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 (465 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7768 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3885 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 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 (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Gainsight Customer Success

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1604 reviews)
- [Totango](https://www.g2.com/products/totango/reviews) — 4.3/5 stars (1150 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (513 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (941 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (703 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3017 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..."

### Gainsight Customer Success

- Title: [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) — 2 comments
  > **Top comment:** "Organizing information about customers to help those managing the account to document progress."
- Title: [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) — 2 comments *(includes official response)*
  > **Top comment:** "Gainsight PX provides businesses with product analytics, digital in-app engagements and user feedback capabilities to accelerate time-to-value, drive product..."
- Title: [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) — 2 comments
  > **Top comment:** "Gainsight is a software created specifically to cater to Customer Success teams within the SaaS market."
- Title: [How do we import notes from our previous history of customer data into gainsites newsfeed](https://www.g2.com/discussions/how-do-we-import-notes-from-our-previous-history-of-customer-data-into-gainsites-newsfeed) — 2 comments, 1 upvote
  > **Top comment:** "You could export those comments along with a customerID to a CSV file, post to S3 and ingest into Gainsight that way.  Depending on where you want it..."
- Title: [Is there a way I can have my checked off CTAs in cockpit disappear immediately?](https://www.g2.com/discussions/52149-is-there-a-way-i-can-have-my-checked-off-ctas-in-cockpit-disappear-immediately) — 1 comment, 1 upvote
  > **Top comment:** "I have invested with some scam brokers in the past, and the story is as horrific as the ones i have read because i went through the ordeal myself. I lost..."

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