# Agentforce Service (formerly Salesforce Service Cloud) vs Gorgias Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gorgias. Users appreciate its comprehensive features, such as the ability to manage customer tickets and live chats seamlessly, which has made daily operations much smoother for teams.
- **Users say** that Gorgias shines in its user-friendly interface, particularly for small businesses. Reviewers highlight its capability to consolidate multiple apps into one platform, making it easier to manage customer support efficiently. This feature has been particularly beneficial for teams looking to streamline their workflows.
- **According to verified reviews** , Agentforce Service is praised for its quick implementation process. New users have reported mastering the platform within days, thanks to its intuitive design and onboarding support, which contrasts with some users' experiences of a steeper learning curve with Gorgias.
- **Reviewers mention** that Gorgias offers excellent automation features, allowing teams to create macros for common inquiries. This has helped users maintain brand voice consistency while speeding up response times, making it a valuable tool for customer support teams.
- **G2 reviewers highlight** that while Agentforce Service has a broader range of advanced features, such as autonomous AI agents that provide contextual support, Gorgias is noted for its strong performance in specific areas like email and chat support, where users feel it excels in responsiveness and ease of use.
- **Users report** that both platforms have their strengths, but Agentforce Service's higher overall ratings in quality and satisfaction metrics suggest it may be better suited for mid-market companies looking for a robust solution, while Gorgias is often favored by small businesses for its simplicity and effective integration of customer support channels.



| | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 7,342 | 560 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (80.9% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $10.00 | 

---
## 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)

### Gorgias

Pros:
- Ease of Use (28 reviews)
- Integrations (22 reviews)

Cons:
- Learning Curve (8 reviews)
- Missing Features (7 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2852 reviews) | 8.9 (418 reviews) | 
  | **Ease of Use** | 8.4 (5470 reviews) | 9.1 (424 reviews) | 
  | **Ease of Setup** | 7.9 (4223 reviews) | 8.8 (234 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.2 (209 reviews) | 
  | **Quality of Support** | 8.3 (2627 reviews) | 9.1 (402 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.4 (204 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2797 reviews) | 8.9 (375 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

### Gorgias

#### Entry-Level Pricing

Plan: Starter

Price: $10.00

Description: Includes 50 tickets/mo, +$0.40 for each extra ticket

Key Features:
- Unlimited users
- Facebook & Instagram integrations
-   Live chat & chat campaigns 

[Browse all 5 editions](https://www.g2.com/products/gorgias/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1733 |
| **Gorgias** | 8.4/10 | 249 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 9.0 (184 reviews) | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 9.1 (185 reviews) | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | 8.9 (183 reviews) | 
| **Response Automation** | 8.3 (1186 reviews) ✓ Verified | 8.6 (173 reviews) | 
| **SLA Management** | 8.1 (985 reviews) | 8.3 (133 reviews) | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.7 (168 reviews) | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | 9.0 (172 reviews) | 
| **Customer and Contacts Database** | 8.6 (1074 reviews) ✓ Verified | 8.8 (171 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 7.4 (7 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 7.4 (7 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (77 reviews) | 7.5 (6 reviews) | 
| **Natural Language Interaction** | 8.5 (68 reviews) | 6.9 (6 reviews) | 
| **Proactive Assistance** | 8.5 (72 reviews) | 7.5 (6 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | 9.0 (148 reviews) | 
| **Email to Case** | 8.6 (1216 reviews) ✓ Verified | 9.1 (159 reviews) | 
| **Chat/Live Support** | 8.2 (864 reviews) | 8.8 (152 reviews) | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 8.6 (159 reviews) | 
| **Voice** | 8.1 (771 reviews) | 8.2 (93 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Mobile User Support** | 7.8 (559 reviews) ✓ Verified | 7.3 (102 reviews) | 
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 8.5 (134 reviews) | 
| **User, Role, and Access Management** | 8.6 (705 reviews) ✓ Verified | 8.9 (145 reviews) | 
| **Integration** | 8.3 (649 reviews) ✓ Verified | 8.7 (143 reviews) | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 8.2 (136 reviews) | 
| **Dashboards** | 8.3 (1183 reviews) ✓ Verified | 8.3 (139 reviews) | 

### Conversational Marketing

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

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

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

### AI Sales Assistant

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

#### Lead Facilitation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Customer-facing Chatbot** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Lead Follow-up** | Not enough data | Not enough data | 
| **Meeting Scheduling ** | Not enough data | Not enough data | 

#### Organization

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Opportunity and Pipeline Management ** | Not enough data | Not enough data | 
| **Data Entry** | Not enough data | Not enough data | 
| **Integrations / APIs** | Not enough data | Not enough data | 

#### Performance Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Coaching ** | Not enough data | Not enough data | 
| **Peformance Tracking** | Not enough data | Not enough data | 

#### Sales Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **ROI Forecasting ** | Not enough data | Not enough data | 
| **Sales Forecasting ** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - AI Sales Assistant

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

#### Administration

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

#### Channels

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

#### Usability

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

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **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) | Gorgias | 
|---|---|---|
| **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) | Gorgias | 
|---|---|---|
| **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) | Gorgias | 
|---|---|---|
| **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 | 314 |
| **Gorgias** | N/A | N/A |

#### Channels

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

#### Functions

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

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Gorgias** | N/A | N/A |

#### Workforce Management

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

#### Conversational Platform

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 176 |
| **Gorgias** | 8.4/10 | 7 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | 8.0 (5 reviews) | 
| **Speech** | 8.0 (144 reviews) | 7.3 (5 reviews) | 
| **Knowledge Base** | 8.2 (145 reviews) | 8.7 (5 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | 8.9 (6 reviews) | 
| **Customization** | 8.2 (149 reviews) | 8.9 (6 reviews) | 
| **Intelligent Routing** | 8.1 (148 reviews) | 8.7 (5 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | 8.9 (6 reviews) | 
| **Language** | 7.7 (140 reviews) | 8.7 (5 reviews) | 
| **Conversational AI** | 7.5 (140 reviews) | 7.3 (5 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1014 |
| **Gorgias** | 8.6/10 | 246 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 8.5 (14 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 8.6 (14 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 7.6 (14 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.9 (170 reviews) | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.6 (182 reviews) | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.5 (124 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.6 (122 reviews) | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.6 (96 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 8.5 (134 reviews) | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.9 (152 reviews) | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.7 (113 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.8 (136 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 8.8 (143 reviews) | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.7 (165 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Gorgias** | 8.3/10 | 195 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 8.3 (5 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.6 (161 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.4 (153 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.3 (118 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.8 (136 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.3 (152 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.5 (148 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.4 (171 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.9 (141 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.8 (173 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **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 |
| **Gorgias** | 8.6/10 | 187 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 7.7 (13 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 7.8 (13 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.7 (148 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.1 (178 reviews) | 
| **Macros** | 8.3 (227 reviews) | 9.3 (176 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.4 (177 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.8 (168 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 9.0 (149 reviews) | 
| **Phone** | 8.6 (234 reviews) | 8.2 (91 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.3 (94 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.4 (112 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.5 (144 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 8.7 (115 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 9.0 (141 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | 9.0 (5 reviews) | 
| **AI Text Summarization** | 8.0 (82 reviews) | 9.0 (5 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Gorgias** | 8.0/10 | 24 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **AI chatbots** | Not enough data | 7.1 (11 reviews) | 
| **Messaging and Notifications** | Not enough data | 8.3 (6 reviews) | 
| **AI agents ** | Not enough data | 6.7 (11 reviews) | 
| **Voice assistants** | Not enough data | 5.8 (6 reviews) | 
| **Communication apps** | Not enough data | 6.4 (6 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 9.7 (11 reviews) | 
| **Sales channels** | Not enough data | 9.3 (7 reviews) | 
| **Payment Platform** | Not enough data | 6.3 (5 reviews) | 
| **Internal tools** | Not enough data | 8.1 (12 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.0 (10 reviews) | 
| **Advance reporting** | Not enough data | 6.8 (10 reviews) | 

### AI Customer Support Agents

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

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

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **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 (7):** [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), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (7):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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), [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 Gorgias (4):** [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Gorgias | 
|---|---|---|
| **Small-Business** | 18.7% | 80.9% | 
| **Mid-Market** | 42.8% | 18.2% | 
| **Enterprise** | 38.5% | 0.9% | 

### 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%

#### Gorgias

- **Retail:** 21.4%
- **Apparel & Fashion:** 14.9%
- **Consumer Goods:** 11.6%
- **Food & Beverages:** 10.0%
- **Consumer Services:** 6.8%
- **Health, Wellness and Fitness:** 5.9%
- **Cosmetics:** 5.4%
- **Sporting Goods:** 2.8%
- **Luxury Goods & Jewelry:** 2.6%
- **Food Production:** 2.0%
- **Other:** 16.6%

---
## 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 (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7648 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6950 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Gorgias

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6950 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [Re:amaze](https://www.g2.com/products/re-amaze/reviews) — 4.6/5 stars (140 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 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..."

### Gorgias

- Title: [Is gorgias worth?](https://www.g2.com/discussions/is-gorgias-worth) — 2 comments
  > **Top comment:** "Depending on your business size Gorgias is worth the investment. I started with the Basic plan which was $60 a month and it was worth every penny. Unlike..."
- Title: [What does gorgias integrate with?](https://www.g2.com/discussions/what-does-gorgias-integrate-with) — 2 comments
  > **Top comment:** "My understanding is Gorgias can integrate with most apps as an HTTP  connection (webhook)  as long as there is an API  capability. They also have a list of..."
- Title: [Is gorgias a CRM tool?](https://www.g2.com/discussions/is-gorgias-a-crm-tool) — 2 comments
  > **Top comment:** "Yes"
- Title: [What is gorgias software?](https://www.g2.com/discussions/what-is-gorgias-software) — 2 comments
  > **Top comment:** "It is a customer service ticketing software"
- Title: [What is the next big feature that we can expect from this great platform?](https://www.g2.com/discussions/what-is-the-next-big-feature-that-we-can-expect-from-this-great-platform) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

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