Compare Salesforce Service Cloud Software and Glia 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (72.2% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$$$ Contact Us
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,311)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansGlia
Star Rating
(87)4.8 out of 5
Market Segments
Mid-Market (72.2% of reviews)
Pros & Cons
Entry-Level Pricing
$$$ Contact Us
Learn more about GliaSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Glia. Users appreciate its powerful AI capabilities and seamless integration with Salesforce data, which enhances agent efficiency and accuracy in resolving customer issues.
- Users say that the implementation process for Agentforce Service is notably smooth, with many highlighting the intuitive onboarding wizard that simplifies setup. In contrast, while Glia also receives praise for its easy setup, the sheer volume of positive feedback for Agentforce Service suggests a more robust experience for new users.
- Reviewers mention that Agentforce Service offers a comprehensive suite of features that cater to various business needs, from sales to support. This versatility is a key advantage, as one user noted, "I honestly don’t think there’s anything else as powerful as Salesforce for managing a wide range of business areas."
- According to verified reviews, Glia shines in its customer support, with users consistently praising the responsiveness and helpfulness of the team. One user remarked, "The people at GLIA are amazing," indicating a strong relationship between the company and its clients, which can be crucial for ongoing support.
- Users highlight that Glia's technology, particularly its recording and analytics functions, is user-friendly and effective. However, Agentforce Service's advanced AI features, such as real-time context and automation of routine tasks, provide a more powerful toolset for businesses looking to enhance their customer service operations.
- Reviewers note that while Glia has a strong focus on chat and voice capabilities, Agentforce Service's broader range of functionalities, including its robust reporting and dashboard features, positions it as a more comprehensive solution for organizations needing extensive customer service tools.
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
Glia
Glia Digital Customer Service Platform
$$$
Contact Us
Glia provides solutions for all customer interactions. To learn more about pricing for Glia's Digital-First Customer Service solutions, please contact Glia at: https://www.glia.com/contact-us
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Glia
No trial information availableRatings
Meets Requirements
8.6
2,836
9.3
52
Ease of Use
8.4
5,440
9.7
68
Ease of Setup
7.9
4,194
9.3
59
Ease of Admin
8.2
1,558
9.1
46
Quality of Support
8.3
2,611
9.5
52
Has the product been a good partner in doing business?
8.7
1,538
9.6
46
Product Direction (% positive)
8.3
2,784
9.8
50
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
Not enough data
8.4
1224
|
Verified
Not enough data
8.4
1265
|
Verified
Not enough data
8.3
1176
|
Verified
Not enough data
8.1
983
Not enough data
7.9
1169
|
Verified
Not enough data
8.3
1152
|
Verified
Not enough data
8.5
1064
|
Verified
Not enough data
Generative AI
7.7
182
Not enough data
7.7
180
Not enough data
Agentic AI - Help Desk
8.6
73
Not enough data
8.5
66
Not enough data
8.5
69
Not enough data
Communication Channels
8.4
1026
|
Verified
Not enough data
8.6
1215
|
Verified
Not enough data
8.2
859
Not enough data
8.0
809
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
557
|
Verified
Not enough data
8.3
820
|
Verified
8.6
33
8.6
697
|
Verified
Not enough data
8.3
633
|
Verified
Not enough data
8.2
1157
|
Verified
Not enough data
8.3
1175
|
Verified
Not enough data
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
Not enough data
Not enough data
Not enough data
Not enough data
Interaction
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
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
Not enough data
Not enough data
Not enough data
Not enough data
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
Not enough data
Not enough data
Not enough data
Not enough data
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Chatbots
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
Monitoring & Improvement - AI Chatbots
Not enough data
Not enough data
Reliability & Safety - AI Chatbots
Not enough data
Not enough data
Administration
8.8
232
Not enough data
8.8
231
Not enough data
8.7
229
Not enough data
Knowledge Management
8.8
225
Not enough data
8.6
215
Not enough data
8.5
214
Not enough data
Compliance
8.7
231
Not enough data
8.7
229
Not enough data
8.6
229
Not enough data
8.6
226
Not enough data
Customer Support
8.2
214
Not enough data
8.2
208
Not enough data
8.0
197
Not enough data
Data Security
8.6
220
Not enough data
8.7
222
Not enough data
9.0
222
Not enough data
9.1
223
Not enough data
Administration
8.6
215
Not enough data
8.9
216
Not enough data
8.9
219
Not enough data
Generative AI
7.6
152
Not enough data
Channels
8.6
128
Not enough data
8.4
120
Not enough data
7.6
119
Not enough data
Design
8.4
118
Not enough data
8.0
119
Not enough data
8.3
121
Not enough data
8.4
121
Not enough data
8.5
116
Not enough data
Generative AI
7.5
113
Not enough data
7.6
112
Not enough data
Usability
8.6
205
Not enough data
8.6
208
Not enough data
8.7
206
Not enough data
Reporting
8.7
206
Not enough data
8.3
199
Not enough data
8.6
203
Not enough data
Generative AI
7.6
180
Not enough data
7.6
181
Not enough data
Quality Assurance
8.8
72
9.5
7
8.7
69
6.2
7
8.7
71
8.8
7
Engagement
8.8
70
6.3
8
8.9
70
5.4
8
8.7
70
Feature Not Available
Performance
8.7
71
6.4
6
8.8
71
7.6
7
Generative AI
7.8
61
Not enough data
8.0
62
Not enough data
Channels
7.5
277
9.3
15
7.4
270
7.2
13
7.9
276
9.6
17
7.4
267
7.8
13
8.8
283
6.5
14
Generative AI
7.0
218
7.2
6
Functions
7.9
271
8.9
14
8.0
269
9.6
14
7.6
259
9.4
11
7.2
256
8.2
10
7.2
257
6.8
12
7.2
261
8.6
13
7.7
260
8.3
13
8.0
261
8.7
13
Agentic AI - Contact Center
9.3
7
Not enough data
9.5
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
Administrative
7.9
257
8.6
16
8.5
261
9.2
16
8.5
260
9.1
17
7.7
250
9.4
16
7.7
255
7.8
13
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
7.9
59
Not enough data
7.9
58
Not enough data
7.5
58
Not enough data
7.8
57
Not enough data
7.6
57
Not enough data
Administration
8.2
59
Not enough data
8.3
57
Not enough data
8.4
57
Not enough data
7.7
56
Not enough data
7.7
56
Not enough data
Administration
Not enough data
9.3
20
Not enough data
9.0
21
Not enough data
9.7
24
Security
Not enough data
9.4
22
Not enough data
9.4
21
Conversational Platform
8.6
105
Not enough data
8.7
104
Not enough data
8.1
101
9.3
5
8.3
107
Not enough data
Support Automation
8.2
103
9.7
5
8.2
101
9.7
5
8.1
103
9.3
5
8.0
101
Not enough data
Generative AI
7.4
97
Feature Not Available
7.4
96
Feature Not Available
Platform
Not enough data
8.8
8
Not enough data
8.1
8
Not enough data
9.2
8
Not enough data
9.6
8
Not enough data
9.6
8
Not enough data
9.5
7
Not enough data
9.5
7
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
9.6
8
Not enough data
8.8
8
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.6
8
Not enough data
9.2
8
Customer Support
8.3
147
Not enough data
8.0
144
Not enough data
8.2
143
Not enough data
Automation
8.3
151
Not enough data
8.2
147
Not enough data
8.1
148
Not enough data
Artificial Intelligence
7.6
143
Not enough data
7.7
140
Not enough data
7.4
139
Not enough data
Generative AI
7.8
110
9.3
14
7.8
111
9.3
15
7.8
110
8.2
13
Communication
8.5
313
|
Verified
9.5
37
8.6
332
|
Verified
9.5
33
8.4
279
|
Verified
6.8
19
8.5
281
|
Verified
9.1
27
7.8
162
9.5
30
Internal Use
8.3
820
|
Verified
8.6
33
8.3
298
|
Verified
9.4
30
8.5
290
|
Verified
8.4
23
8.4
322
|
Verified
8.2
26
8.5
292
|
Verified
8.1
22
8.7
326
|
Verified
8.7
23
Generative AI
7.3
128
9.4
8
Self-Service Experience
8.6
596
9.0
14
8.3
580
9.2
14
8.3
529
7.8
12
8.0
216
8.8
11
8.4
226
8.9
11
Self-Service Platform
8.4
225
9.8
14
8.6
233
8.8
13
7.7
204
8.3
14
8.5
217
9.1
15
Agentic AI - Customer Self-Service
8.5
8
Not enough data
8.5
8
Not enough data
8.9
9
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
Generative AI
7.9(won by default)
56
Not enough data
8.1(won by default)
56
Not enough data
Process
8.6(won by default)
246
Not enough data
8.6(won by default)
266
Not enough data
8.3(won by default)
227
Not enough data
Channels
8.8(won by default)
275
Not enough data
8.4(won by default)
250
Not enough data
8.5(won by default)
233
Not enough data
8.6(won by default)
234
Not enough data
8.6(won by default)
216
Not enough data
Insight
8.6(won by default)
232
Not enough data
8.8(won by default)
267
Not enough data
8.5(won by default)
206
Not enough data
8.7(won by default)
254
Not enough data
Generative AI
8.0
81
9.8
8
8.0
82
9.6
8
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
31
Not enough data
8.3
31
Not enough data
8.6
31
Not enough data
8.7
31
Not enough data
Process Management
8.3
31
Not enough data
8.4
30
Not enough data
8.7
31
Not enough data
8.6
30
Not enough data
System Management
9.0
31
Not enough data
8.7
30
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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 Glia are categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Live Chat, Contact Center, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Help Desk, Contact Center Workforce, and Enterprise Feedback Management
Glia is categorized as AI Customer Support Agents, Co-Browsing, Call Center Infrastructure (CCI), AI Agents For Business Operations, AI Chatbots, and AI Voice Assistants
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Glia
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
11.4%
Computer Software
9.2%
Financial Services
7.6%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.6%
Banking
53.2%
Financial Services
35.4%
Insurance
7.6%
Oil & Energy
1.3%
Luxury Goods & Jewelry
1.3%
Other
1.3%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
What is call center software for banks?
1 Comment
Official Response from Glia
Banking call center software is a specialized communication system that lets financial institutions handle customer service interactions efficiently. Banking...Read more
How easy is integrating Glia’s voice chat and AI voice solutions with existing systems?
1 Comment
Official Response from Glia
Glia offers pre-built integrations and a ChannelLess® Architecture that seamlessly connects voice, digital, and AI channels with your existing tech stack....Read more
What makes Glia’s AI voice solutions different from traditional contact center technologies?
1 Comment
Official Response from Glia
Glia’s AI voice solutions unify human and AI interactions on one platform, offering predictive routing, cognitive quality management, and AI-powered...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
Your software and services insights are valuable.
Your peers come to G2 to get an inside look at and other business solutions. Adding perspective on will help others pick the right solution based on real user experience.
