Compare Salesforce Service Cloud Software and Gladly 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (61.0% 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 plansGladly
Star Rating
(1,100)4.7 out of 5
Market Segments
Mid-Market (61.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlySummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in overall performance, particularly in its ability to integrate powerful AI with real-time context, which allows agents to resolve issues more efficiently. Users appreciate the seamless integration with Salesforce data, enhancing their workflow and productivity.
- Users say that Gladly shines in its unique approach to customer interactions, particularly with its "Customer Timeline" feature. This allows users to view all customer communications in one continuous thread, eliminating the risk of information falling through the cracks, which many find invaluable for maintaining context in conversations.
- Reviewers mention that Agentforce Service is highly configurable and user-friendly, making the initial setup process smooth and straightforward. This ease of use is frequently highlighted by users who value a quick onboarding experience, allowing them to focus on their core tasks sooner.
- According to verified reviews, Gladly's focus on keeping customer conversations together rather than splitting them into tickets is a significant advantage for many users. This feature aligns well with their daily workflows, making it feel more natural and less fragmented.
- G2 reviewers highlight that while Agentforce Service has a higher overall satisfaction score, Gladly receives praise for its superior support quality and user experience. Users appreciate Gladly's responsive customer service, which contributes to a more positive overall experience.
- Users report that Agentforce Service, despite its strengths, can sometimes feel overwhelming due to its extensive features, which may require a steeper learning curve for new users. In contrast, Gladly's simpler interface is often seen as more approachable, especially for teams looking for a straightforward solution.
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
Gladly
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Gladly
No trial information availableRatings
Meets Requirements
8.6
2,797
9.3
790
Ease of Use
8.4
5,383
9.5
796
Ease of Setup
7.9
4,139
9.2
306
Ease of Admin
8.2
1,536
9.2
177
Quality of Support
8.3
2,573
9.4
753
Has the product been a good partner in doing business?
8.7
1,517
9.5
177
Product Direction (% positive)
8.3
2,753
9.4
759
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
9.2
198
|
Verified
8.4
1208
|
Verified
9.2
200
|
Verified
8.3
1249
|
Verified
9.2
210
|
Verified
8.3
1161
|
Verified
9.1
205
|
Verified
8.1
985
9.1
175
|
Verified
7.9
1171
|
Verified
9.2
198
|
Verified
8.3
1153
|
Verified
9.3
195
|
Verified
8.5
1047
|
Verified
9.3
203
|
Verified
Generative AI
7.7
180
8.3
65
7.6
178
8.5
66
Agentic AI - Help Desk
8.3
58
8.4
29
8.4
57
8.3
29
8.2
60
8.3
28
Communication Channels
8.4
1024
|
Verified
9.4
209
|
Verified
8.6
1210
|
Verified
9.5
218
|
Verified
8.1
852
9.5
209
|
Verified
8.0
810
|
Verified
8.9
174
|
Verified
8.1
769
9.1
201
|
Verified
Platform
7.8
555
|
Verified
8.2
141
|
Verified
8.3
819
|
Verified
8.6
252
|
Verified
8.6
694
|
Verified
9.2
155
|
Verified
8.3
620
|
Verified
9.1
156
|
Verified
8.2
1150
|
Verified
8.8
155
|
Verified
8.2
1167
|
Verified
9.3
156
|
Verified
Administration
8.8
229
Not enough data
8.8
228
Not enough data
8.7
225
Not enough data
Knowledge Management
8.8
220
Not enough data
8.6
212
Not enough data
8.5
210
Not enough data
Compliance
8.7
228
Not enough data
8.7
225
Not enough data
8.6
225
Not enough data
8.6
222
Not enough data
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
Not enough data
8.9
211
Not enough data
8.9
215
Not enough data
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
9.4
424
7.3
269
9.2
356
7.9
273
9.4
392
7.3
266
9.2
386
8.8
280
9.5
428
Generative AI
7.0
217
8.6
146
Functions
7.9
269
9.0
384
8.0
266
9.1
390
7.6
258
9.1
368
7.2
254
Feature Not Available
7.2
256
Feature Not Available
7.2
259
9.0
344
7.7
259
9.0
376
8.0
258
9.1
368
Agentic AI - Contact Center
9.2
6
7.9
26
9.4
6
8.8
26
8.6
6
8.3
26
9.2
6
8.3
26
Administrative
7.9
255
9.4
395
8.5
260
9.2
346
8.5
258
9.2
381
7.7
247
9.4
383
7.7
252
9.1
347
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
9.0
302
8.7
101
9.3
278
8.1
100
9.1
277
8.2
104
9.3
249
Support Automation
8.1
102
9.0
292
8.1
100
9.1
284
8.1
101
9.0
271
8.0
98
9.0
255
Generative AI
7.4
96
8.6
108
7.5
95
8.8
108
Customer Support
8.3
144
8.7
57
7.9
139
8.4
53
8.2
139
8.8
55
Automation
8.2
143
8.6
53
8.2
143
8.8
56
8.1
143
8.8
55
Artificial Intelligence
7.6
138
8.5
56
7.7
137
Feature Not Available
7.4
134
8.5
58
Generative AI
7.8
108
8.6
111
7.7
107
8.8
113
7.7
108
7.8
77
Communication
8.5
310
|
Verified
9.4
328
|
Verified
8.6
329
|
Verified
9.2
355
|
Verified
8.4
275
|
Verified
9.2
298
|
Verified
8.5
277
|
Verified
9.3
306
|
Verified
7.8
160
8.7
255
Internal Use
8.3
819
|
Verified
8.6
252
|
Verified
8.3
296
|
Verified
9.2
319
|
Verified
8.5
288
|
Verified
8.8
278
|
Verified
8.4
318
|
Verified
9.4
335
|
Verified
8.5
289
|
Verified
9.3
325
|
Verified
8.7
323
|
Verified
9.3
358
|
Verified
Generative AI
7.3
127
8.9
82
Self-Service Experience
8.6
593
9.4
241
8.3
579
9.2
226
8.3
528
8.8
191
8.0
214
8.9
197
8.4
224
9.0
218
Self-Service Platform
8.4
223
9.3
212
8.6
229
9.2
223
7.6
199
8.9
213
8.5
215
9.2
210
Agentic AI - Customer Self-Service
8.6
7
7.3
18
8.6
7
8.0
18
8.6
7
8.1
18
8.8
7
7.9
18
8.6
7
7.5
18
9.0
7
8.1
18
8.8
7
8.4
18
Generative AI
7.9
54
9.0(won by 1.1)
61
8.0
54
9.0(won by 1.0)
61
Process
8.6
244
9.1(won by 0.5)
179
8.6
264
9.4(won by 0.8)
195
8.3
225
9.4(won by 1.1)
181
Channels
8.8
273
9.7(won by 0.9)
237
8.4
248
9.3(won by 0.9)
189
8.5
231
9.5(won by 1.0)
226
8.6
232
9.3(won by 0.7)
225
8.6
214
9.5(won by 0.9)
227
Insight
8.6
230
9.0(won by 0.4)
197
8.8
265
9.3(won by 0.5)
198
8.5
204
9.3(won by 0.8)
181
8.7
252
9.5(won by 0.8)
182
Generative AI
8.0
80
8.4
45
7.9
81
8.5
46
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.1
15
Not enough data
8.5
14
Not enough data
8.6
14
Not enough data
8.5
16
Not enough data
8.3
14
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
14
Not enough data
7.7
13
Not enough data
8.6
13
Not enough data
8.9
15
Automation
Not enough data
8.9
15
Not enough data
8.0
14
Not enough data
7.3
14
Autonomy
Not enough data
8.4
15
Not enough data
8.8
14
Not enough data
8.3
15
Not enough data
8.6
15
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 Gladly are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Contact Center, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Contact Center Workforce, and Enterprise Feedback Management
Gladly is categorized as AI Customer Support 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.)
Gladly
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%
Retail
23.9%
Consumer Services
15.7%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
37.2%
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
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
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