Compare Salesforce Service Cloud Software and LiveAgent 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (67.3% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $15.00 1 agent / Per Month
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 plansLiveAgent
Star Rating
(1,532)4.5 out of 5
Market Segments
Small-Business (67.3% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $15.00 1 agent / Per Month
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that LiveAgent excels in providing a user-friendly experience, with many users appreciating its intuitive interface and seamless integration with other tools. This has led to improved workflows and productivity, as highlighted by a user who noted the platform's ability to facilitate communication across departments.
- Users say that Agentforce Service (formerly Salesforce Service Cloud) stands out for its powerful AI capabilities, which help agents resolve issues more quickly and accurately. Reviewers have praised its ability to automate routine tasks and integrate seamlessly with Salesforce data, making it a robust choice for businesses looking for comprehensive support solutions.
- According to verified reviews, LiveAgent's ticketing system is particularly appreciated for its accessibility, allowing users without technical expertise to configure settings and create macros easily. This feature has been noted as a significant advantage for small businesses that may not have dedicated IT resources.
- Reviewers mention that while Agentforce Service offers a wide range of features, some users find it can be overwhelming due to its complexity. However, many also highlight that the initial setup is straightforward, making it easier for teams to get started quickly, as one user noted the seamless onboarding process.
- Users report that LiveAgent's customer support is highly responsive and helpful, which is crucial for businesses that rely on timely assistance. This level of support has been a key factor in user satisfaction, with many praising the team's dedication to resolving issues promptly.
- G2 reviewers highlight that Agentforce Service's extensive capabilities make it suitable for mid-market businesses, but some small businesses may find it more than they need. Users appreciate the platform's configurability, which allows for tailored solutions, but this can also lead to a steeper learning curve for new users.
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
LiveAgent
Small
Starting at $15.00
1 agent / Per Month
E-mail support - Ticketing,
Contact forms,
Forum & Knowledge base,
iPhone/Android app
- Unlimited ticket history
- Unlimited email addresses
- Advanced reporting
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
LiveAgent
Free Trial is available
Ratings
Meets Requirements
8.6
2,797
8.9
1,295
Ease of Use
8.4
5,383
8.9
1,300
Ease of Setup
7.9
4,139
8.7
863
Ease of Admin
8.2
1,536
8.9
846
Quality of Support
8.3
2,573
9.1
1,234
Has the product been a good partner in doing business?
8.7
1,517
9.1
822
Product Direction (% positive)
8.3
2,753
8.9
1,258
Features by Category
Ticket and Case Management
8.5
1212
|
Verified
9.0
777
|
Verified
8.4
1208
|
Verified
9.0
776
|
Verified
8.3
1249
|
Verified
8.7
756
|
Verified
8.3
1161
|
Verified
8.8
712
|
Verified
8.1
985
8.6
573
|
Verified
7.9
1171
|
Verified
8.7
701
|
Verified
8.3
1153
|
Verified
8.9
716
|
Verified
8.5
1047
|
Verified
8.6
442
|
Verified
Generative AI
7.7
180
8.2
30
7.6
178
8.1
30
Agentic AI - Help Desk
8.3
58
9.3
7
8.4
57
9.3
7
8.2
60
9.3
7
Communication Channels
8.4
1024
|
Verified
8.7
652
|
Verified
8.6
1210
|
Verified
9.0
715
|
Verified
8.1
852
9.1
695
|
Verified
8.0
810
|
Verified
8.6
537
|
Verified
8.1
769
8.7
379
|
Verified
Platform
7.8
555
|
Verified
7.9
413
|
Verified
8.3
819
|
Verified
8.4
664
|
Verified
8.6
694
|
Verified
8.7
526
|
Verified
8.3
620
|
Verified
8.6
377
|
Verified
8.2
1150
|
Verified
8.5
647
|
Verified
8.2
1167
|
Verified
8.8
694
|
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
8.7
5
8.3
119
8.3
5
7.6
118
8.3
5
Design
8.4
116
8.0
5
8.0
116
8.7
5
8.3
119
8.7
5
8.4
119
8.7
5
8.5
115
8.3
5
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Not enough data
Reporting
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Not enough data
Generative AI
7.6
179
Not enough data
7.6
180
Not enough data
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
8.8
7
7.3
269
8.1
7
7.9
273
9.3
7
7.3
266
5.7
7
8.8
280
8.8
7
Generative AI
7.0
217
Not enough data
Functions
7.9
269
9.0
7
8.0
266
8.8
7
7.6
258
8.1
7
7.2
254
6.3
5
7.2
256
5.8
6
7.2
259
8.1
6
7.7
259
7.4
7
8.0
258
8.3
7
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
9.3
5
8.5
260
8.6
6
8.5
258
8.9
6
7.7
247
8.3
6
7.7
252
8.6
6
Responses
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.9
6
Not enough data
8.3
5
Platform
Not enough data
9.4
6
Not enough data
9.4
6
Not enough data
8.9
6
Not enough data
8.6
6
Not enough data
Not enough data
Not enough data
8.9
6
Not enough data
8.9
6
Generative AI
Not enough data
8.1
6
Not enough data
8.3
6
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
Feedback Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feedback Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feedback Sources
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
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
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
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
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
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
8.6
22
7.7
107
8.0
23
7.7
108
7.7
22
Communication
8.5
310
|
Verified
9.3
485
|
Verified
8.6
329
|
Verified
9.0
489
|
Verified
8.4
275
|
Verified
8.9
376
|
Verified
8.5
277
|
Verified
9.0
374
|
Verified
7.8
160
8.8
61
Internal Use
8.3
819
|
Verified
8.4
664
|
Verified
8.3
296
|
Verified
9.1
422
|
Verified
8.5
288
|
Verified
8.5
55
8.4
318
|
Verified
8.9
403
|
Verified
8.5
289
|
Verified
9.1
384
|
Verified
8.7
323
|
Verified
8.9
382
|
Verified
Generative AI
7.3
127
7.8
17
Self-Service Experience
8.6
593
9.1
322
8.3
579
8.9
305
8.3
528
8.9
273
8.0
214
8.1
41
8.4
224
8.3
45
Self-Service Platform
8.4
223
8.6
45
8.6
229
8.3
46
7.6
199
7.4
41
8.5
215
8.7
43
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(tied score)
54
7.9(tied score)
13
8.0(won by 0.1)
54
7.9
13
Process
8.6
244
9.0(won by 0.4)
56
8.6
264
9.3(won by 0.7)
252
8.3
225
9.1(won by 0.8)
196
Channels
8.8
273
9.3(won by 0.5)
248
8.4
248
9.0(won by 0.6)
232
8.5
231
9.3(won by 0.8)
249
8.6
232
9.1(won by 0.5)
186
8.6(won by default)
214
Feature Not Available
Insight
8.6
230
9.0(won by 0.4)
174
8.8
265
9.0(won by 0.2)
222
8.5
204
9.2(won by 0.7)
220
8.7
252
9.3(won by 0.6)
225
Generative AI
8.0
80
8.0
14
7.9
81
7.6
14
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and LiveAgent are categorized as Digital Customer Service Platforms, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, Enterprise Feedback Management, Contact Center, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Conversational Support, Contact Center Knowledge Base, Contact Center Workforce, and Customer Service Automation
LiveAgent is categorized as Feedback Analytics, Shared Inbox, Chatbots, Call Center Infrastructure (CCI), and AI Customer Support Agents
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
LiveAgent
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%
Information Technology and Services
12.8%
Computer Software
7.3%
Marketing and Advertising
5.6%
Retail
5.5%
Internet
4.5%
Other
64.3%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
Has there been any reports of getting support from a Bot on liveagent?
2 Comments
LS
LiveAgent offer many integration apps. One of them is Quriobot which is a bot for your Live chat.
I never used it but I know it possible to do so, read...Read more
how do i see the entire display of the ticket without clicking the enlarge button?
1 Comment
TM
TicketRead more
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