Compare Salesforce Service Cloud Software and Observe.AI 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (65.0% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,232)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 plansObserve.AI
Star Rating
(236)4.6 out of 5
Market Segments
Mid-Market (65.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AISummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Observe.AI. Users appreciate its flexibility, noting that it allows for customization to meet both current and future business needs.
- Users say that Observe.AI shines in ease of use and setup, with many highlighting the platform's intuitive design and smooth integration with other tools. This has led to a more efficient workflow, as one user mentioned that the dashboards are easy to understand and provide realistic insights.
- Reviewers mention that Salesforce Service Cloud offers a user-friendly interface that requires minimal time to learn, making it accessible for teams of all sizes. This ease of navigation is a significant advantage for organizations looking to onboard new users quickly.
- According to verified reviews, Observe.AI stands out for its strong support and training resources, with users praising the knowledgeable account managers who help tailor the platform to specific business needs. This level of support can be crucial for teams looking to maximize their use of the software.
- Users highlight that Salesforce Service Cloud has a robust set of features for managing customer interactions, which many find invaluable for maintaining organized contact information and vendor data. This capability is particularly beneficial for businesses that handle a high volume of customer inquiries.
- G2 reviewers note that while Observe.AI has made strides in automating quality assurance processes, some users feel that it still has room for improvement in overall performance compared to Salesforce Service Cloud, which consistently receives high marks for its comprehensive feature set and reliability.
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
Observe.AI
No pricing availableFree Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Observe.AI
No trial information availableRatings
Meets Requirements
8.6
2,803
8.8
183
Ease of Use
8.4
5,391
9.2
183
Ease of Setup
7.9
4,146
9.0
106
Ease of Admin
8.2
1,536
9.2
92
Quality of Support
8.3
2,578
9.2
179
Has the product been a good partner in doing business?
8.7
1,517
9.3
94
Product Direction (% positive)
8.3
2,757
9.7
175
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
Not enough data
8.4
1208
|
Verified
Not enough data
8.3
1252
|
Verified
Not enough data
8.3
1163
|
Verified
Not enough data
8.1
985
Not enough data
7.9
1171
|
Verified
Not enough data
8.3
1153
|
Verified
Not enough data
8.5
1049
|
Verified
Not enough data
Generative AI
7.7
180
Not enough data
7.6
179
Not enough data
Agentic AI - Help Desk
8.3
60
Not enough data
8.4
58
Not enough data
8.3
61
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1211
|
Verified
Not enough data
8.1
854
Not enough data
8.0
810
|
Verified
Not enough data
8.1
769
Not enough data
Platform
7.8
555
|
Verified
Not enough data
8.3
819
|
Verified
Not enough data
8.6
695
|
Verified
Not enough data
8.3
621
|
Verified
Not enough data
8.2
1150
|
Verified
Not enough data
8.2
1168
|
Verified
Not enough data
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
Call Analytics
Not enough data
9.5
44
Not enough data
8.9
45
Not enough data
9.1
45
Not enough data
9.0
40
Artificial Intelligence - Conversation Intelligence
Not enough data
9.3
40
Not enough data
8.7
43
Not enough data
Not enough data
Generative AI
Not enough data
8.9
17
Agentic AI - Conversation Intelligence
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
Channels
8.5
122
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
119
Not enough data
8.5
115
Not enough data
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
9.2
144
8.7
67
9.0
140
8.7
69
8.8
135
Engagement
8.8
68
9.1
145
8.8
68
9.1
138
8.8
68
8.8
134
Performance
8.7
69
9.0
126
8.8
68
9.3
134
Generative AI
7.7
59
8.8
28
8.0
60
8.8
28
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
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
Not enough data
7.7
107
Not enough data
7.7
108
Not enough data
Communication
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Not enough data
Internal Use
8.3
819
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
323
|
Verified
Not enough data
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
594
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Not enough data
Self-Service Platform
8.4
223
Not enough data
8.6
229
Not enough data
7.6
199
Not enough data
8.5
215
Not enough data
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(won by default)
54
Not enough data
8.0(won by default)
54
Not enough data
Process
8.6(won by default)
244
Not enough data
8.6(won by default)
264
Not enough data
8.3(won by default)
225
Not enough data
Channels
8.8(won by default)
273
Not enough data
8.4(won by default)
248
Not enough data
8.5(won by default)
231
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
214
Not enough data
Insight
8.6(won by default)
230
Not enough data
8.8(won by default)
265
Not enough data
8.5(won by default)
204
Not enough data
8.7(won by default)
252
Not enough data
Generative AI
Not enough data
8.8
22
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
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
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
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 Observe.AI are categorized as Contact Center Quality Assurance
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Self-Service, and Customer Service Automation
Observe.AI is categorized as AI Customer Support Agents, AI Agents For Business Operations, Conversation Intelligence, Contact Center AI Observability, and Speech Analytics
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Observe.AI
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%
Outsourcing/Offshoring
13.2%
Consumer Services
12.7%
Hospital & Health Care
7.3%
Telecommunications
6.8%
Health, Wellness and Fitness
6.4%
Other
53.6%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
AT
The best way to use this tool to have more accurate and quality results in a short matter of time is having a job like mine as quality assurance analyst. Read more
Can I use this tool in promoting quality work to other people in our community?
2 Comments
BI
Yes definitely!! it would make your evaluations more accurate!!Read more
Is there any other way to retrieve of find the date of the call back?
1 Comment
Official Response from Observe.AI
Thanks for your question, Beberly. You can use your metadata to search for calls with the same phone number, same customer, or other parameters that are...Read more
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