# Agentforce Service (formerly Salesforce Service Cloud) vs Hiver in Gmail Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Hiver. Users appreciate its comprehensive features for managing customer interactions, with one reviewer noting how it has streamlined operations by consolidating various tasks into a single platform.
- **Users say** that Hiver shines in its ease of use, particularly for teams already using Gmail. Its seamless integration allows for quick adoption, with minimal training required. Reviewers highlight how it helps organize emails effectively, making it a great choice for teams with numerous clients.
- **According to verified reviews** , Agentforce Service offers robust support and advanced features, such as autonomous AI agents that enhance customer service interactions. Users have praised the contextual capabilities of these AI features, which improve the overall service experience.
- **Reviewers mention** that while Hiver is user-friendly, it may lack some of the advanced functionalities that larger organizations might require. Users have noted that it serves small businesses well but may not scale as effectively for mid-market needs compared to Agentforce Service.
- **G2 reviewers highlight** the superior implementation process of Hiver, which is often described as quick and straightforward. Users appreciate the 24/7 support available for troubleshooting, making it easier for teams to get up and running without significant delays.
- **Users report** that Agentforce Service, while powerful, can present a steeper learning curve due to its extensive features. However, many have found that once mastered, it significantly enhances their ability to manage customer tickets and live chats efficiently, as noted by users who quickly adapted to its interface.



| | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 7,344 | 1,283 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (66.8% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $25.00 Per Month | 

---
## 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)

### Hiver in Gmail

Pros:
- Ease of Use (182 reviews)
- Team Collaboration (149 reviews)

Cons:
- Email Issues (72 reviews)
- Missing Features (47 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2853 reviews) | 9.0 (993 reviews) | 
  | **Ease of Use** | 8.4 (5472 reviews) | 9.1 (1017 reviews) | 
  | **Ease of Setup** | 7.9 (4225 reviews) | 9.0 (593 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.2 (454 reviews) | 
  | **Quality of Support** | 8.3 (2628 reviews) | 9.2 (921 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.2 (445 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2798 reviews) | 9.1 (986 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

### Hiver in Gmail

#### Entry-Level Pricing

Plan: GROWTH

Price: $25.00 Per Month

Description: Ideal for small teams to deliver effortless, multi-channel support.

Key Features:
- Everything in Free plan and
- AI Compose
- AI Summarizer

[Browse all 4 editions](https://www.g2.com/products/hiver-in-gmail/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1734 |
| **Hiver in Gmail** | 8.0/10 | 353 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 8.8 (211 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 8.7 (215 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | 8.6 (222 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1186 reviews) ✓ Verified | 8.5 (204 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (985 reviews) | 8.2 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.3 (188 reviews) | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | 8.6 (209 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1074 reviews) ✓ Verified | 8.1 (112 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 7.2 (74 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 7.3 (73 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (78 reviews) | 7.3 (29 reviews) | 
| **Natural Language Interaction** | 8.5 (68 reviews) | 7.2 (29 reviews) | 
| **Proactive Assistance** | 8.5 (72 reviews) | 6.8 (28 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | 8.2 (160 reviews) | 
| **Email to Case** | 8.6 (1216 reviews) ✓ Verified | 8.9 (217 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (864 reviews) | 8.5 (190 reviews) | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 7.5 (109 reviews) | 
| **Voice** | 8.1 (771 reviews) | 7.5 (104 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Mobile User Support** | 7.8 (559 reviews) ✓ Verified | 7.5 (175 reviews) ✓ Verified | 
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 7.8 (160 reviews) | 
| **User, Role, and Access Management** | 8.6 (705 reviews) ✓ Verified | 8.8 (213 reviews) ✓ Verified | 
| **Integration** | 8.3 (650 reviews) ✓ Verified | 8.2 (175 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 8.2 (193 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1183 reviews) ✓ Verified | 8.4 (206 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Hiver in Gmail** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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 |
| **Hiver in Gmail** | 7.6/10 | 152 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | 7.9 (149 reviews) | 
| **Open Listening** | 8.4 (120 reviews) | 7.6 (143 reviews) | 
| **Physical Media** | 7.6 (119 reviews) | 6.7 (141 reviews) | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | 7.9 (142 reviews) | 
| **Create Content** | 8.0 (119 reviews) | 7.3 (142 reviews) | 
| **Personalization** | 8.3 (122 reviews) | 8.0 (144 reviews) | 
| **Inbound Identification** | 8.4 (121 reviews) | 8.2 (144 reviews) | 
| **Regulatory Compliance** | 8.5 (116 reviews) | 7.8 (141 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | 7.1 (107 reviews) | 
| **AI Text Summarization** | 7.6 (112 reviews) | 7.1 (105 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Hiver in Gmail** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hiver in Gmail** | 8.4/10 | 621 |

#### Productivity Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Notes** | Not enough data | 8.9 (571 reviews) | 
| **Internal Discussion** | Not enough data | 8.7 (544 reviews) | 
| **Assignments and Tasks** | Not enough data | 9.2 (574 reviews) | 
| **Workflows** | Not enough data | 8.7 (502 reviews) | 
| **Templates** | Not enough data | 8.7 (529 reviews) | 
| **Integrations** | Not enough data | 8.2 (445 reviews) | 
| **Tagging System** | Not enough data | 9.1 (557 reviews) | 

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Trends** | Not enough data | 8.0 (432 reviews) | 
| **Performance Tracking** | Not enough data | 8.3 (463 reviews) | 
| **Email Tracking** | Not enough data | 8.8 (499 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (24 reviews) | 
| **Decision Making** | Not enough data | 7.2 (24 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Hiver in Gmail** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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 |
| **Hiver in Gmail** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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 | 

### Chatbots

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

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

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

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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 |
| **Hiver in Gmail** | 7.3/10 | 5 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | 7.3 (5 reviews) | 

#### Generative AI

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

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hiver in Gmail** | 7.8/10 | 411 |

#### Sorting & Filtering

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Attachment Search** | Not enough data | 8.1 (350 reviews) | 
| **Tags** | Not enough data | 8.8 (385 reviews) | 
| **AI Sorting** | Not enough data | 7.5 (330 reviews) | 
| **Predefined Rules** | Not enough data | 8.0 (347 reviews) | 

#### Integrations

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | 6.8 (286 reviews) | 
| **Gmail Integration** | Not enough data | 9.3 (396 reviews) | 
| **Apple Calendar Integration** | Not enough data | 7.1 (281 reviews) | 

#### Time Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.7 (351 reviews) | 
| **Email Automation** | Not enough data | 8.5 (344 reviews) | 
| **Snooze** | Not enough data | 8.0 (313 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (204 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.2 (199 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (202 reviews) | 

#### Agentic AI - Email Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (31 reviews) | 
| **Cross-system Integration** | Not enough data | 7.2 (32 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 177 |
| **Hiver in Gmail** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (145 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Ticket Resolution** | 8.3 (154 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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 | 1014 |
| **Hiver in Gmail** | 6.5/10 | 213 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **Customization ** | 8.3 (825 reviews) ✓ Verified | 7.8 (160 reviews) | 
| **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 |
| **Hiver in Gmail** | 8.4/10 | 8 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 8.6 (6 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.6 (7 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.3 (7 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.6 (7 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.3 (7 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.3 (7 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 8.6 (7 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.6 (7 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.8 (7 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.8 (7 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 8.6 (6 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 8.6 (6 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 8.3 (6 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 7.8 (6 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 7.8 (6 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 8.1 (6 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 8.3 (6 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Hiver in Gmail** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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) | Hiver in Gmail | 
|---|---|---|
| **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 | 89 |
| **Hiver in Gmail** | 9.0/10 | 5 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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 |
| **Hiver in Gmail** | N/A | N/A |

#### Generative AI

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

### AI IT Agents

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

#### Automation - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Hiver in Gmail** | 7.2/10 | 6 |

#### Agentic AI - Google Workspace Communication Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Cross-system Integration** | Not enough data | 7.2 (6 reviews) | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **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 (9):** [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), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [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) (5):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [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 Hiver in Gmail (5):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Email Management Software](https://www.g2.com/categories/email-management), [Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [Chatbots Software](https://www.g2.com/categories/chatbots)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Hiver in Gmail | 
|---|---|---|
| **Small-Business** | 18.7% | 66.8% | 
| **Mid-Market** | 42.8% | 27.3% | 
| **Enterprise** | 38.5% | 5.9% | 

### 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%

#### Hiver in Gmail

- **Computer Software:** 6.9%
- **Information Technology and Services:** 5.6%
- **Marketing and Advertising:** 5.4%
- **Accounting:** 4.8%
- **Financial Services:** 4.1%
- **Retail:** 3.8%
- **Leisure, Travel & Tourism:** 3.6%
- **Logistics and Supply Chain:** 3.5%
- **Real Estate:** 3.1%
- **Consumer Services:** 2.6%
- **Other:** 56.7%

---
## 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 (432 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (744 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7679 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 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 (1552 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (556 reviews)

### Alternatives to Hiver in Gmail

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2483 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Gmelius](https://www.g2.com/products/gmelius/reviews) — 4.4/5 stars (776 reviews)
- [Missive](https://www.g2.com/products/missive/reviews) — 4.7/5 stars (846 reviews)
- [Drag](https://www.g2.com/products/drag/reviews) — 4.5/5 stars (261 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7679 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 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..."

### Hiver in Gmail

- Title: [How can i separate Hiver tickets from my own emails in Gmail?](https://www.g2.com/discussions/how-can-i-separate-hiver-tickets-from-my-own-emails-in-gmail) — 1 comment, 1 upvote
  > **Top comment:** "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. "
- Title: [Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.](https://www.g2.com/discussions/33985-is-there-a-way-to-make-pending-items-show-up-in-my-hiver-inbox-right-now-they-are-separate) — 1 comment, 1 upvote
  > **Top comment:** "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..."
- Title: [What is the future development direction for Hiver?](https://www.g2.com/discussions/27934-what-is-the-future-development-direction-for-hiver) — 1 comment
  > **Top comment:** "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..."

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