# Microsoft Copilot Studio, Salesforce Agentforce vs Agentforce Service (formerly Salesforce Service Cloud) Comparison

| | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 152 | 1,111 | 7,332 | 
| **Largest Market Segment** | Small-Business (42.0% of reviews) | Mid-Market (44.4% of reviews) | Mid-Market (42.8% of reviews) | 
| **Entry Level Price** | $1.00 2000 Sessions Month | Free 200000 Flex Credits | Starting at $25.00 1 User Per Month | 

---
## Top Pros & Cons

### Microsoft Copilot Studio

Pros:
- Ease of Use (51 reviews)
- Easy Integrations (24 reviews)

Cons:
- Expensive (11 reviews)
- Limited Customization (11 reviews)

### Salesforce Agentforce

**Not enough data**

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

---
## Ratings Comparison
| Rating | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
  | **Meets Requirements** | 8.2 (131 reviews) | 8.3 (255 reviews) | 8.6 (2848 reviews) | 
  | **Ease of Use** | 8.7 (135 reviews) | 8.1 (775 reviews) | 8.4 (5461 reviews) | 
  | **Ease of Setup** | 8.6 (115 reviews) | 7.9 (739 reviews) | 7.9 (4214 reviews) | 
  | **Ease of Admin** | 8.6 (36 reviews) | 8.3 (136 reviews) | 8.2 (1559 reviews) | 
  | **Quality of Support** | 8.2 (124 reviews) | 8.2 (243 reviews) | 8.3 (2624 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (36 reviews) | 8.5 (137 reviews) | 8.7 (1540 reviews) | 
  | **Product Direction (% positive)** | 9.2 (130 reviews) | 9.1 (251 reviews) | 8.3 (2796 reviews) | 

---
## Pricing

### Microsoft Copilot Studio

#### Entry-Level Pricing

Plan: Power Virtual Agents

Price: $1.00 2000 Sessions Month

Description: NA

Key Features:
- Create and maintain intelligent chatbots - 1,000 bots
Sessions - 2,000 per month3
Use Common Data Service} - 10 GB database capacity
                                                 }  420 GB file capacity4
Enable your bot to take action - Power Automate use rights5
Sessions add-on - Sessions add-on$450

[Learn more about Microsoft Copilot Studio](https://www.g2.com/products/microsoft-microsoft-copilot-studio/reviews)

#### Free Trial

No

### Salesforce Agentforce

#### Entry-Level Pricing

Plan: Salesforce Foundations 

Price: Free 200000 Flex Credits

Description: Get started with Agentforce for free, for any use case.

Key Features:
- Agent Builder
- Prompt Builder
- 200k Flex Credits

[Browse all 3 editions](https://www.g2.com/products/salesforce-agentforce/pricing)

#### Free Trial

Yes

### 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

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1727 |

#### Ticket and Case Management

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 8.5 (1216 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | Not enough data | 8.4 (1228 reviews) ✓ Verified | 
| **Workflow** | Not enough data | Not enough data | 8.4 (1278 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | Not enough data | 8.3 (1185 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | Not enough data | 8.1 (985 reviews) | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 7.9 (1170 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | Not enough data | 8.3 (1157 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 8.6 (1072 reviews) ✓ Verified | 

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (182 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.7 (181 reviews) | 

#### Agentic AI - Help Desk

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 8.6 (75 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.4 (67 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.5 (71 reviews) | 

#### Communication Channels

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 8.4 (1027 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | Not enough data | 8.6 (1217 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | Not enough data | 8.2 (865 reviews) | 
| **Social Integration** | Not enough data | Not enough data | 8.0 (811 reviews) ✓ Verified | 
| **Voice** | Not enough data | Not enough data | 8.1 (771 reviews) | 

#### Platform

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 7.8 (558 reviews) ✓ Verified | 
| **Customization ** | Not enough data | Not enough data | 8.3 (823 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 8.6 (704 reviews) ✓ Verified | 
| **Integration** | Not enough data | Not enough data | 8.3 (646 reviews) ✓ Verified | 
| **Reporting** | Not enough data | Not enough data | 8.2 (1165 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | Not enough data | 8.3 (1182 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |

#### Administration

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 8.8 (232 reviews) | 
| **Data Workflows** | Not enough data | Not enough data | 8.8 (231 reviews) | 
| **Issue Management** | Not enough data | Not enough data | 8.7 (229 reviews) | 

#### Knowledge Management

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 8.8 (225 reviews) | 
| **Publishing Workflows** | Not enough data | Not enough data | 8.6 (215 reviews) | 
| **Analytics** | Not enough data | Not enough data | 8.5 (214 reviews) | 

#### Compliance

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 8.7 (231 reviews) | 
| **Data Governance** | Not enough data | Not enough data | 8.7 (229 reviews) | 
| **Compliance** | Not enough data | Not enough data | 8.6 (229 reviews) | 
| **Auditing** | Not enough data | Not enough data | 8.6 (226 reviews) | 

#### Customer Support

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 8.2 (214 reviews) | 
| **Suggestions** | Not enough data | Not enough data | 8.2 (208 reviews) | 
| **Decision Trees** | Not enough data | Not enough data | 8.0 (197 reviews) | 

#### Data Security

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 8.6 (220 reviews) | 
| **Data Transport** | Not enough data | Not enough data | 8.7 (222 reviews) | 
| **Access Management** | Not enough data | Not enough data | 9.0 (222 reviews) | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 9.1 (223 reviews) | 

#### Administration

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Integrations** | Not enough data | Not enough data | 8.6 (215 reviews) | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 8.9 (216 reviews) | 
| **Performance and Reliability** | Not enough data | Not enough data | 8.9 (220 reviews) | 

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (152 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |

#### Channels

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 8.6 (129 reviews) | 
| **Open Listening** | Not enough data | Not enough data | 8.4 (120 reviews) | 
| **Physical Media** | Not enough data | Not enough data | 7.6 (119 reviews) | 

#### Design

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 8.4 (119 reviews) | 
| **Create Content** | Not enough data | Not enough data | 8.0 (119 reviews) | 
| **Personalization** | Not enough data | Not enough data | 8.3 (122 reviews) | 
| **Inbound Identification** | Not enough data | Not enough data | 8.4 (121 reviews) | 
| **Regulatory Compliance** | Not enough data | Not enough data | 8.5 (116 reviews) | 

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (113 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (112 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |

#### Usability

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 8.6 (205 reviews) | 
| **Supporting Documents** | Not enough data | Not enough data | 8.6 (208 reviews) | 
| **Two-Way Communication** | Not enough data | Not enough data | 8.7 (206 reviews) | 

#### Reporting

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 8.7 (206 reviews) | 
| **Trend Analysis** | Not enough data | Not enough data | 8.3 (199 reviews) | 
| **Performance Monitoring** | Not enough data | Not enough data | 8.6 (204 reviews) | 

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.6 (180 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (181 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |

#### Quality Assurance

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 8.8 (72 reviews) | 
| **Calibration** | Not enough data | Not enough data | 8.7 (69 reviews) | 
| **Reports** | Not enough data | Not enough data | 8.7 (72 reviews) | 

#### Engagement

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Feedback** | Not enough data | Not enough data | 8.8 (70 reviews) | 
| **Dashboards** | Not enough data | Not enough data | 8.9 (70 reviews) | 
| **Training** | Not enough data | Not enough data | 8.7 (70 reviews) | 

#### Performance

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Integrations** | Not enough data | Not enough data | 8.7 (71 reviews) | 
| **Compliance** | Not enough data | Not enough data | 8.8 (71 reviews) | 

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.8 (61 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.0 (62 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 |

#### Channels

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Voice** | Not enough data | Not enough data | 7.5 (277 reviews) | 
| **Social** | Not enough data | Not enough data | 7.4 (270 reviews) | 
| **Web Chat** | Not enough data | Not enough data | 7.9 (276 reviews) | 
| **Mobile SMS** | Not enough data | Not enough data | 7.4 (267 reviews) | 
| **Email** | Not enough data | Not enough data | 8.8 (283 reviews) | 

#### Generative AI

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

#### Functions

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 7.9 (271 reviews) | 
| **Session Queuing** | Not enough data | Not enough data | 8.0 (269 reviews) | 
| **Concurrent Calling** | Not enough data | Not enough data | 7.6 (259 reviews) | 
| **Speech Analytics** | Not enough data | Not enough data | 7.2 (256 reviews) | 
| **Auto Dialer** | Not enough data | Not enough data | 7.2 (257 reviews) | 
| **IVR** | Not enough data | Not enough data | 7.2 (261 reviews) | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 7.7 (260 reviews) | 
| **Persistent Data** | Not enough data | Not enough data | 8.0 (261 reviews) | 

#### Agentic AI - Contact Center

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 9.3 (7 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 9.6 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.6 (7 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 9.0 (7 reviews) | 

#### Administrative

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 7.9 (257 reviews) | 
| **Administrator Access** | Not enough data | Not enough data | 8.5 (261 reviews) | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 8.5 (260 reviews) | 
| **Session Recording** | Not enough data | Not enough data | 7.7 (250 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 7.7 (255 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |

#### Workforce Management

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Agent Availability** | Not enough data | Not enough data | 7.9 (59 reviews) | 
| **Skills Management** | Not enough data | Not enough data | 7.9 (58 reviews) | 
| **Shift Scheduling** | Not enough data | Not enough data | 7.5 (58 reviews) | 
| **Agent Self-Service** | Not enough data | Not enough data | 7.8 (57 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 7.6 (57 reviews) | 

#### Administration

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Automation** | Not enough data | Not enough data | 8.3 (60 reviews) | 
| **Performance Analysis** | Not enough data | Not enough data | 8.3 (58 reviews) | 
| **Dashboards** | Not enough data | Not enough data | 8.4 (58 reviews) | 
| **Forecasting** | Not enough data | Not enough data | 7.7 (56 reviews) | 
| **Intraday Management** | Not enough data | Not enough data | 7.7 (56 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |

#### Conversational Platform

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | 8.6 (105 reviews) | 
| **Omnichannel** | Not enough data | Not enough data | 8.7 (104 reviews) | 
| **Contextual Engagement** | Not enough data | Not enough data | 8.1 (101 reviews) | 
| **Proactive Engagement** | Not enough data | Not enough data | 8.3 (107 reviews) | 

#### Support Automation

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 8.2 (103 reviews) | 
| **Seamless Escalation** | Not enough data | Not enough data | 8.2 (101 reviews) | 
| **Transcripts** | Not enough data | Not enough data | 8.1 (103 reviews) | 
| **Self-Serve Support** | Not enough data | Not enough data | 8.0 (101 reviews) | 

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 174 |

#### Customer Support

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Text** | Not enough data | Not enough data | 8.3 (147 reviews) | 
| **Speech** | Not enough data | Not enough data | 8.0 (144 reviews) | 
| **Knowledge Base** | Not enough data | Not enough data | 8.3 (144 reviews) | 

#### Automation

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 8.3 (152 reviews) | 
| **Customization** | Not enough data | Not enough data | 8.2 (148 reviews) | 
| **Intelligent Routing** | Not enough data | Not enough data | 8.1 (148 reviews) | 

#### Artificial Intelligence

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Learning** | Not enough data | Not enough data | 7.6 (143 reviews) | 
| **Language** | Not enough data | Not enough data | 7.7 (140 reviews) | 
| **Conversational AI** | Not enough data | Not enough data | 7.4 (139 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | 7.9/10 | 38 |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | 8.0 (35 reviews) | Not enough data | Not enough data | 
| **AI Text Summarization** | 8.4 (35 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Bot Platforms

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Autonomous Task Execution** | 8.1 (26 reviews) | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.8 (26 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.9 (27 reviews) | Not enough data | Not enough data | 
| **Adaptive Learning** | 7.9 (26 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.1 (25 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.7 (25 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.4 (25 reviews) | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1012 |

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.8 (110 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.8 (111 reviews) | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 7.8 (110 reviews) | 

#### Communication

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | 8.5 (313 reviews) ✓ Verified | 
| **Notifications** | Not enough data | Not enough data | 8.6 (332 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | Not enough data | 8.4 (279 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | Not enough data | 8.5 (281 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Not enough data | 7.8 (162 reviews) | 

####  Internal Use

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Customization ** | Not enough data | Not enough data | 8.3 (823 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | Not enough data | 8.3 (298 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | Not enough data | 8.5 (290 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | Not enough data | 8.4 (322 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | Not enough data | 8.5 (293 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | Not enough data | 8.7 (326 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 7.3 (128 reviews) | 

#### Self-Service Experience

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 8.6 (597 reviews) | 
| **Searchable Articles** | Not enough data | Not enough data | 8.3 (580 reviews) | 
| **Community Forums** | Not enough data | Not enough data | 8.3 (529 reviews) | 
| **Mobile Optimization** | Not enough data | Not enough data | 8.0 (216 reviews) | 
| **Personalization** | Not enough data | Not enough data | 8.4 (227 reviews) | 

#### Self-Service Platform

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Branding** | Not enough data | Not enough data | 8.4 (225 reviews) | 
| **Automation** | Not enough data | Not enough data | 8.6 (234 reviews) | 
| **Artificial Intelligence** | Not enough data | Not enough data | 7.7 (204 reviews) | 
| **Integrations** | Not enough data | Not enough data | 8.5 (217 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 8.5 (8 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 8.5 (8 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.9 (9 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 8.8 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.8 (8 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.8 (8 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 8.8 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.9 (56 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.1 (56 reviews) | 

#### Process

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Mentions** | Not enough data | Not enough data | 8.6 (246 reviews) | 
| **Tickets** | Not enough data | Not enough data | 8.6 (266 reviews) | 
| **Macros** | Not enough data | Not enough data | 8.3 (227 reviews) | 

#### Channels

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Email** | Not enough data | Not enough data | 8.8 (275 reviews) | 
| **Social** | Not enough data | Not enough data | 8.4 (250 reviews) | 
| **Live Chat** | Not enough data | Not enough data | 8.5 (233 reviews) | 
| **Phone** | Not enough data | Not enough data | 8.6 (234 reviews) | 
| **Text** | Not enough data | Not enough data | 8.6 (216 reviews) | 

#### Insight

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Surveys** | Not enough data | Not enough data | 8.6 (232 reviews) | 
| **Reporting** | Not enough data | Not enough data | 8.8 (267 reviews) | 
| **Visitor Activity** | Not enough data | Not enough data | 8.5 (206 reviews) | 
| **Help Desk** | Not enough data | Not enough data | 8.7 (254 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 8.0 (81 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.0 (82 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Not enough data | Feature Not Available | 

#### Survey Management

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 8.7 (31 reviews) | 
| **Survey Deployment** | Not enough data | Not enough data | 8.3 (31 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.6 (31 reviews) | 
| **Device Responsiveness** | Not enough data | Not enough data | 8.7 (31 reviews) | 

#### Process Management

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 8.3 (31 reviews) | 
| **Trigger Alerts** | Not enough data | Not enough data | 8.4 (30 reviews) | 
| **Real-Time Analysis** | Not enough data | Not enough data | 8.7 (31 reviews) | 
| **Real-Time Action** | Not enough data | Not enough data | 8.6 (30 reviews) | 

#### System Management

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

### AI Agent Builders

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | 8.0/10 | 84 |
| **Salesforce Agentforce** | 8.2/10 | 274 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Customization - AI Agent Builders

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Natural Language Configuration** | 8.2 (65 reviews) | 8.1 (164 reviews) | Not enough data | 
| **Tone Customization** | 7.6 (61 reviews) | 7.8 (152 reviews) | Not enough data | 
| **Security Guardrails** | 8.0 (64 reviews) | 8.3 (160 reviews) | Not enough data | 

#### Functionality - AI Agent Builders

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Omni-channel Support** | 7.8 (57 reviews) | 8.1 (160 reviews) | Not enough data | 
| **Agent Branding** | 7.8 (56 reviews) | 8.0 (152 reviews) | Not enough data | 
| **Proactive Response Capabilities** | 7.9 (55 reviews) | 8.0 (151 reviews) | Not enough data | 
| **Seamless Human Escalation** | 8.1 (55 reviews) | 8.0 (150 reviews) | Not enough data | 

#### Data and Analytics - AI Agent Builders

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Analytics & Reporting** | 7.9 (56 reviews) | 8.2 (167 reviews) | Not enough data | 
| **Contextual Awareness** | 7.7 (56 reviews) | 8.0 (160 reviews) | Not enough data | 
| **Data Privacy Compliance** | 8.2 (56 reviews) | 8.1 (153 reviews) | Not enough data | 

#### Integration - AI Agent Builders

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Workflow Automation** | 8.5 (68 reviews) | 8.6 (200 reviews) | Not enough data | 
| **API Usage** | 8.1 (55 reviews) | 8.2 (85 reviews) | Not enough data | 
| **Platform Interoperability** | 8.1 (66 reviews) | 8.2 (169 reviews) | Not enough data | 
| **CRM Data Integration** | 8.0 (55 reviews) | 8.7 (182 reviews) | Not enough data | 

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | 8.8/10 | 20 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Automation

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | 8.7 (18 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.8 (18 reviews) | Not enough data | 
| **Document Processing** | Not enough data | 8.7 (17 reviews) | Not enough data | 
| **Lead Generation** | Not enough data | 8.9 (19 reviews) | Not enough data | 
| **Customer Interaction Automation** | Not enough data | 8.7 (18 reviews) | Not enough data | 

#### Autonomy

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Problem Solving** | Not enough data | 8.7 (18 reviews) | Not enough data | 
| **Task Execution** | Not enough data | 9.0 (18 reviews) | Not enough data | 
| **Adaptive Responses** | Not enough data | 8.9 (18 reviews) | Not enough data | 
| **Independent Decision Making** | Not enough data | 8.6 (18 reviews) | Not enough data | 

#### Outbound Sales

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Follow-Up Scheduling** | Not enough data | 8.9 (19 reviews) | Not enough data | 
| **Prospect Prioritization** | Not enough data | 9.4 (19 reviews) | Not enough data | 
| **Multichannel Campaign Execution** | Not enough data | 9.2 (18 reviews) | Not enough data | 
| **Personalized Outreach** | Not enough data | 9.0 (18 reviews) | Not enough data | 
| **Outreach Performance Analytics** | Not enough data | 9.1 (18 reviews) | Not enough data | 

#### Inbound Sales

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Data Enrichment** | Not enough data | 8.9 (18 reviews) | Not enough data | 
| **Inquiry Routing** | Not enough data | 9.2 (18 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.8 (18 reviews) | Not enough data | 
| **Real-Time Engagement** | Not enough data | 8.8 (18 reviews) | Not enough data | 
| **Lead Qualification** | Not enough data | 8.8 (19 reviews) | Not enough data | 

### Conversational Interface Agents

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

#### Natural Language Interaction - Conversational Interface Agents 

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Natural Language Query Understanding** | Not enough data | Not enough data | Not enough data | 
| **Multi-Turn Conversation Management** | Not enough data | Not enough data | Not enough data | 
| **Voice & Text Interface Support** | Not enough data | Not enough data | Not enough data | 

#### Intent & Action Handling - Conversational Interface Agents 

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Data Retrieval from Connected Systems** | Not enough data | Not enough data | Not enough data | 
| **Intent Recognition & Mapping** | Not enough data | Not enough data | Not enough data | 
| **Action & Workflow Triggering** | Not enough data | Not enough data | Not enough data | 

#### Context & Personalization - Conversational Interface Agents 

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Conversation Context Persistence** | Not enough data | Not enough data | Not enough data | 
| **User Identity & Permission Awareness** | Not enough data | Not enough data | Not enough data | 

#### Enterprise Integration & Deployment - Conversational Interface Agents 

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Enterprise Application Integrations** | Not enough data | Not enough data | Not enough data | 
| **Security & Access Controls** | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Microsoft Copilot Studio** | N/A | N/A |
| **Salesforce Agentforce** | 8.2/10 | 74 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

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

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.2 (59 reviews) | Not enough data | 
| **Contextual Response Generation** | Not enough data | 8.1 (60 reviews) | Not enough data | 
| **Sentiment Analysis** | Not enough data | 8.0 (58 reviews) | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | 8.7 (61 reviews) | Not enough data | 
| **Multilingual Support** | Not enough data | 7.7 (57 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (58 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.5 (57 reviews) | Not enough data | 
| **Escalation Handling** | Not enough data | 8.2 (57 reviews) | Not enough data | 
| **Workflow Optimization** | Not enough data | 8.3 (62 reviews) | Not enough data | 

#### Automation

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (67 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.5 (59 reviews) | Not enough data | 
| **Document Processing** | Not enough data | 8.4 (60 reviews) | Not enough data | 

#### Autonomy

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (59 reviews) | Not enough data | 
| **Adaptive Responses** | Not enough data | 8.0 (58 reviews) | Not enough data | 
| **Task Execution** | Not enough data | 8.5 (61 reviews) | Not enough data | 
| **Problem Solving** | Not enough data | 8.1 (59 reviews) | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories

**Unique to Microsoft Copilot Studio (3):** [ AI Agent Builders Software](https://www.g2.com/categories/ai-agent-builders), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Conversational Interface Agents Software](https://www.g2.com/categories/conversational-interface-agents)

**Unique to Salesforce Agentforce (4):** [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [ AI Agent Builders Software](https://www.g2.com/categories/ai-agent-builders), [Conversational Interface Agents Software](https://www.g2.com/categories/conversational-interface-agents)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)


---
## Reviewer Demographics

### By Company Size

| Segment | Microsoft Copilot Studio | Salesforce Agentforce | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|---|
| **Small-Business** | 42.0% | 21.3% | 18.7% | 
| **Mid-Market** | 25.9% | 44.4% | 42.8% | 
| **Enterprise** | 32.2% | 34.3% | 38.5% | 

### By Industry

#### Microsoft Copilot Studio

- **Information Technology and Services:** 20.7%
- **Computer Software:** 12.9%
- **Financial Services:** 5.0%
- **Automotive:** 4.3%
- **Computer & Network Security:** 4.3%
- **Consumer Services:** 2.9%
- **Education Management:** 2.9%
- **Hospital & Health Care:** 2.9%
- **Manufacturing:** 2.9%
- **Telecommunications:** 2.9%
- **Other:** 38.6%

#### Salesforce Agentforce

- **Information Technology and Services:** 12.3%
- **Financial Services:** 10.2%
- **Computer Software:** 7.2%
- **Consulting:** 7.1%
- **Manufacturing:** 4.4%
- **Hospital & Health Care:** 4.4%
- **Non-Profit Organization Management:** 4.2%
- **Insurance:** 3.7%
- **Automotive:** 2.6%
- **Banking:** 2.6%
- **Other:** 41.1%

#### 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%

---
## Alternatives

### Alternatives to Microsoft Copilot Studio

- [Kore.AI](https://www.g2.com/products/kore-ai/reviews) — 4.6/5 stars (474 reviews)
- [IBM watsonx Orchestrate](https://www.g2.com/products/ibm-watsonx-orchestrate/reviews) — 4.4/5 stars (392 reviews)
- [ServiceNow AI Agents](https://www.g2.com/products/servicenow-ai-agents/reviews) — 4.3/5 stars (425 reviews)
- [Botpress](https://www.g2.com/products/botpress/reviews) — 4.5/5 stars (492 reviews)
- [Gemini Enterprise Agent Platform](https://www.g2.com/products/gemini-enterprise-agent-platform/reviews) — 4.3/5 stars (657 reviews)
- [UiPath Agentic Automation](https://www.g2.com/products/uipath-agentic-automation/reviews) — 4.6/5 stars (7573 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Zapier](https://www.g2.com/products/zapier/reviews) — 4.5/5 stars (2071 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1477 reviews)

### Alternatives to Salesforce Agentforce

- [ServiceNow AI Agents](https://www.g2.com/products/servicenow-ai-agents/reviews) — 4.3/5 stars (425 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1477 reviews)
- [UiPath Agentic Automation](https://www.g2.com/products/uipath-agentic-automation/reviews) — 4.6/5 stars (7573 reviews)
- [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews) — 4.5/5 stars (693 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Gemini Enterprise Agent Platform](https://www.g2.com/products/gemini-enterprise-agent-platform/reviews) — 4.3/5 stars (657 reviews)
- [Outreach](https://www.g2.com/products/outreach/reviews) — 4.3/5 stars (3569 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [OutSystems](https://www.g2.com/products/outsystems/reviews) — 4.6/5 stars (1423 reviews)

### 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 (429 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7614 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

---
## Top Discussions

### Microsoft Copilot Studio

- Title: [What can power virtual agents do?](https://www.g2.com/discussions/what-can-power-virtual-agents-do) — 1 comment
  > **Top comment:** "Power Virtual Agent is a no-code chatbot deployment software that helps you set up a chatbot on your website with the predefined topics that you configure in..."
- Title: [How soon will this bot be able to answer customer questions flawlessly?](https://www.g2.com/discussions/26864-how-soon-will-this-bot-be-able-to-answer-customer-questions-flawlessly) — 1 comment
  > **Top comment:** "It depends on the question being asked.For example, if we ask the hi/hello the response will be faster.If the api are used then based on the time it takes to..."

### Salesforce Agentforce

No discussions available for this product.

### 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..."

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