Compare Salesforce Service Cloud Software and Hiver 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (67.0% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free
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 plansHiver
Star Rating
(1,280)4.6 out of 5
Market Segments
Small-Business (67.0% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in overall performance, boasting a high satisfaction score that reflects its powerful capabilities across various business areas. Users appreciate its integration with Salesforce data and the ability to automate routine tasks, which significantly enhances efficiency.
- Users say Hiver stands out for its user-friendly interface, particularly for teams managing shared inboxes. Reviewers highlight its Gmail-based system, which allows for easy categorization and task assignment, making it a great choice for small businesses looking for simplicity.
- According to verified reviews, Agentforce Service is praised for its quick implementation process, with many users noting that the initial setup is seamless and intuitive. This ease of setup is a significant advantage for organizations that need to get up and running quickly.
- Reviewers mention that while Hiver offers a free plan with impressive features, such as internal chats and tagging, it may lack the advanced functionalities that larger organizations require. This makes it ideal for small teams but potentially limiting for mid-market users.
- G2 reviewers highlight the superior support quality of Hiver, with many users appreciating the responsive customer service and helpful resources. This level of support can be crucial for teams that rely heavily on email management and need quick resolutions to issues.
- Users report that Agentforce Service's robust AI capabilities provide real-time context for agents, allowing for faster and more accurate issue resolution. This feature is particularly beneficial for businesses that handle a high volume of customer inquiries and need to maintain a high level of service quality.
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
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Hiver
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
9.0
990
Ease of Use
8.4
5,383
9.1
1,014
Ease of Setup
7.9
4,139
9.0
590
Ease of Admin
8.2
1,536
9.2
452
Quality of Support
8.3
2,573
9.2
918
Has the product been a good partner in doing business?
8.7
1,517
9.2
443
Product Direction (% positive)
8.3
2,753
9.1
983
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
8.8
211
|
Verified
8.4
1208
|
Verified
8.7
215
|
Verified
8.3
1249
|
Verified
8.6
222
|
Verified
8.3
1161
|
Verified
8.5
205
|
Verified
8.1
985
8.2
177
|
Verified
7.9
1171
|
Verified
8.3
189
8.3
1153
|
Verified
8.6
208
|
Verified
8.5
1047
|
Verified
8.1
112
Generative AI
7.7
180
7.2
74
7.6
178
7.3
73
Agentic AI - Help Desk
8.3
58
7.3
29
8.4
57
7.2
29
8.2
60
6.8
28
Communication Channels
8.4
1024
|
Verified
8.2
160
8.6
1210
|
Verified
8.9
217
|
Verified
8.1
852
8.5
190
8.0
810
|
Verified
7.5
109
8.1
769
7.5
104
Platform
7.8
555
|
Verified
7.5
175
|
Verified
8.3
819
|
Verified
7.8
160
8.6
694
|
Verified
8.8
214
|
Verified
8.3
620
|
Verified
8.2
175
|
Verified
8.2
1150
|
Verified
8.2
193
|
Verified
8.2
1167
|
Verified
8.4
207
|
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
7.9
149
8.3
119
7.6
143
7.6
118
6.7
141
Design
8.4
116
7.9
142
8.0
116
7.3
142
8.3
119
8.0
144
8.4
119
8.2
144
8.5
115
7.8
141
Generative AI
7.5
112
7.1
107
7.6
111
7.1
105
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
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Responses
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
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
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
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
7.3
5
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Sorting & Filtering
Not enough data
8.1
350
Not enough data
8.8
385
Not enough data
7.5
330
Not enough data
8.0
347
Integrations
Not enough data
6.8
286
Not enough data
9.3
395
Not enough data
7.1
281
Time Management
Not enough data
8.7
351
Not enough data
8.5
344
Not enough data
8.0
313
Generative AI
Not enough data
7.5
204
Not enough data
7.2
199
Not enough data
7.4
202
Agentic AI - Email Management
Not enough data
7.2
31
Not enough data
7.2
32
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Not enough data
Communication
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
7.8
160
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
8.6
6
Self-Service Experience
8.6
593
8.6
7
8.3
579
8.3
7
8.3
528
8.6
7
8.0
214
8.3
7
8.4
224
8.3
7
Self-Service Platform
8.4
223
8.6
7
8.6
229
8.6
7
7.6
199
8.8
7
8.5
215
8.8
7
Agentic AI - Customer Self-Service
8.6
7
8.6
6
8.6
7
8.6
6
8.6
7
8.3
6
8.8
7
7.8
6
8.6
7
7.8
6
9.0
7
8.1
6
8.8
7
8.3
6
Generative AI
7.9(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
8.0
80
9.0
5
7.9
81
9.0
5
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
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT 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
IT Ticket Management - AI IT 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
IT Support Automation - AI IT 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
Agentic AI - Google Workspace Communication Tools
Not enough data
6.7
5
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 Hiver are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Service Automation
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Hiver is categorized as Email Management, Shared Inbox, Google Workspace Communication Tools, AI IT Agents, and Chatbots
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Hiver
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%
Computer Software
6.9%
Information Technology and Services
5.5%
Marketing and Advertising
5.4%
Accounting
4.9%
Financial Services
4.1%
Other
73.2%
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
What is the future development direction for Hiver?
1 Comment
NR
Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back...Read more
Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.
1 Comment
PA
Hi Makisha,
I am Pratibha from the Product team at Hiver.
As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I...Read more
How can i separate Hiver tickets from my own emails in Gmail?
1 Comment
RG
We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. Read more
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