# Agentforce Service (formerly Salesforce Service Cloud) vs Rocket.Chat Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Rocket.Chat. Users appreciate its flexibility, noting that it allows for customization to meet both current and future business needs.
- **Users say** that Rocket.Chat stands out for its speed and ease of use, with many highlighting its straightforward setup process. Reviewers have expressed satisfaction with its real-time chat capabilities, emphasizing the platform's ability to facilitate smooth communication and file sharing.
- **According to verified reviews** , Salesforce Service Cloud is praised for its user-friendly interface, which makes onboarding quick and intuitive. Users have mentioned that it doesn't take long to get accustomed to the platform, enhancing day-to-day usability.
- **Reviewers mention** that while Rocket.Chat offers strong privacy features and data ownership, some users feel it may lack the comprehensive support options available with Salesforce Service Cloud. Users have noted that the latter provides a more robust support experience, which can be crucial for businesses needing assistance.
- **G2 reviewers highlight** that both platforms offer solid customization options, but Salesforce Service Cloud is often seen as more adaptable for larger organizations. Users have noted that it effectively integrates various tools, making it a valuable asset for managing customer interactions.
- **Users express** that while Rocket.Chat is a great choice for teams looking for an open-source solution with control over their data, Salesforce Service Cloud's extensive features and higher overall ratings make it a more reliable option for businesses focused on customer service excellence.



| | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 7,327 | 374 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (50.4% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Free Per Year | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1705 reviews)
- Features (1497 reviews)

Cons:
- Complexity (912 reviews)
- Learning Curve (787 reviews)

### Rocket.Chat

Pros:
- Ease of Use (17 reviews)
- Features (14 reviews)

Cons:
- Not User-Friendly (7 reviews)
- User Interface (7 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2844 reviews) | 8.6 (282 reviews) | 
  | **Ease of Use** | 8.4 (5456 reviews) | 8.7 (289 reviews) | 
  | **Ease of Setup** | 7.9 (4210 reviews) | 8.2 (130 reviews) | 
  | **Ease of Admin** | 8.2 (1559 reviews) | 8.3 (123 reviews) | 
  | **Quality of Support** | 8.3 (2620 reviews) | 8.0 (237 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1540 reviews) | 8.2 (110 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2793 reviews) | 8.4 (278 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

### Rocket.Chat

#### Entry-Level Pricing

Plan: Starter

Price: Free Per Year

Description: Ideal for technical evaluation or small businesses

Key Features:
- Up to 50 users
- Self-managed only
- CORE CAPABILITIES, INCLUDING:

[Browse all 4 editions](https://www.g2.com/products/rocket-chat/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1721 |
| **Rocket.Chat** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1214 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1225 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1275 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1183 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (984 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1169 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (1070 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (76 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (70 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (863 reviews) | Not enough data | 
| **Social Integration** | 8.0 (810 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (770 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Mobile User Support** | 7.8 (557 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 8.0 (109 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (702 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (642 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1161 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.2 (1178 reviews) ✓ Verified | Not enough data | 

### Business Instant Messaging

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Rocket.Chat** | 8.3/10 | 219 |

#### Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **File Sharing** | Not enough data | 8.6 (165 reviews) | 
| **Notifications** | Not enough data | 8.1 (175 reviews) | 
| **Search** | Not enough data | 8.0 (167 reviews) | 

#### Business Instant Messaging 

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Audio Conferencing** | Not enough data | 7.7 (108 reviews) | 
| **Video Conferencing** | Not enough data | 7.6 (103 reviews) | 

#### Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Mobile Application** | Not enough data | 7.8 (151 reviews) | 
| **Web Application** | Not enough data | 9.0 (170 reviews) | 
| **Integrations** | Not enough data | 8.5 (125 reviews) | 

#### Generative AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Text Summarization** | Not enough data | 9.0 (5 reviews) | 

#### AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Powered Search** | Not enough data | 9.0 (5 reviews) | 
| **Smart Notifications** | Not enough data | 9.3 (5 reviews) | 
| **AI Powered Language Translation** | Not enough data | 7.7 (5 reviews) | 
| **Content Generation** | Not enough data | 7.0 (5 reviews) | 

#### Agentic AI - Business Instant Messaging

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Rocket.Chat** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### HIPAA Compliant Messaging

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Rocket.Chat** | 9.0/10 | 10 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **User Authorization - HIPAA Compliant Messaging** | Not enough data | 9.4 (9 reviews) | 
| **Compliant Texting - HIPAA Compliant Messaging** | Not enough data | 9.8 (9 reviews) | 
| **Compliant Emailing - HIPAA Compliant Messaging** | Not enough data | 7.4 (7 reviews) | 
| **Clinical Communication - HIPAA Compliance** | Not enough data | 8.3 (8 reviews) | 
| **HIPAA Compliance - HIPAA Compliant Messaging** | Not enough data | 9.6 (8 reviews) | 
| **Operating Systems - HIPAA Compliant Messaging** | Not enough data | 10.0 (8 reviews) | 
| **Message Lifespan - HIPAA Compliant Messaging** | Not enough data | 7.9 (8 reviews) | 
| **Workflow Enhancement - HIPAA Compliant Messaging** | Not enough data | 9.4 (8 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **Rocket.Chat** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (118 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (121 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 217 |
| **Rocket.Chat** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (203 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Rocket.Chat** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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 | 312 |
| **Rocket.Chat** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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** | 8.0 (261 reviews) | Not enough data | 

#### Agentic AI - Contact Center

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

### Video Conferencing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Rocket.Chat** | 8.8/10 | 39 |

#### Collaboration Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Screen Sharing** | Not enough data | 8.5 (25 reviews) ✓ Verified | 
| **Presentations** | Not enough data | 8.5 (17 reviews) | 
| **Whiteboarding** | Not enough data | 8.7 (13 reviews) | 
| **Live Chat** | Not enough data | 9.2 (18 reviews) ✓ Verified | 
| **Hand Raising** | Not enough data | 9.1 (13 reviews) ✓ Verified | 

#### Meeting Coordination

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Scheduling** | Not enough data | 9.2 (19 reviews) | 
| **Recording** | Not enough data | 8.7 (17 reviews) ✓ Verified | 
| **Participant Permissions** | Not enough data | 8.8 (22 reviews) ✓ Verified | 
| **One-Click Join** | Not enough data | 9.2 (16 reviews) | 

#### Software Type

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Mobile** | Not enough data | 8.2 (23 reviews) ✓ Verified | 
| **Browser Application** | Not enough data | 9.4 (17 reviews) ✓ Verified | 
| **Desktop Application** | Not enough data | 9.0 (21 reviews) ✓ Verified | 

#### Agentic AI - Video Conferencing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Communication Platform as a Service (CPaaS)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Rocket.Chat** | 8.8/10 | 73 |

#### Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Ease Of Integration** | Not enough data | 8.9 (59 reviews) | 
| **API Call Speed** | Not enough data | 8.7 (53 reviews) | 
| **Communication Varieties** | Not enough data | 9.2 (63 reviews) | 

#### Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Documentation** | Not enough data | 8.7 (57 reviews) | 
| **Community Support** | Not enough data | 8.8 (60 reviews) | 
| **Professional Support** | Not enough data | 8.7 (53 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Rocket.Chat** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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 | 120 |
| **Rocket.Chat** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 175 |
| **Rocket.Chat** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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 | 1010 |
| **Rocket.Chat** | 8.6/10 | 146 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 9.4 (8 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 9.2 (8 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | 9.4 (8 reviews) | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.7 (107 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.3 (121 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.1 (78 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.5 (108 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.7 (48 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 8.0 (109 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.7 (93 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.1 (80 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.4 (78 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (292 reviews) ✓ Verified | 8.7 (101 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.7 (82 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 735 |
| **Rocket.Chat** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

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

#### Self-Service Platform

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

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Rocket.Chat** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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 |
| **Rocket.Chat** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Rocket.Chat** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **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) | Rocket.Chat | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Rocket.Chat** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Autonomous Task Execution** | 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 | 

#### Extensions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Tenancy Flexibility** | Not enough data | Not enough data | 
| **Native VoIP** | Not enough data | Not enough data | 
| **CCaaS Option** | Not enough data | Not enough data | 

#### Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Voicemail to Email** | Not enough data | Not enough data | 
| **Voicemail to SMS** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Voice Conferencing** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Conference Transcripts** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (13):** [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), [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)

**Unique to Rocket.Chat (5):** [Business Instant Messaging Software](https://www.g2.com/categories/business-instant-messaging), [HIPAA Compliant Messaging Software](https://www.g2.com/categories/hipaa-compliant-messaging), [Communication Platform as a Service (cPaaS) Platforms](https://www.g2.com/categories/communication-platform-as-a-service-cpaas), [Video Conferencing Software](https://www.g2.com/categories/video-conferencing), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Rocket.Chat | 
|---|---|---|
| **Small-Business** | 18.7% | 35.6% | 
| **Mid-Market** | 42.8% | 50.4% | 
| **Enterprise** | 38.5% | 13.9% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.4%
- **Computer Software:** 9.3%
- **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%

#### Rocket.Chat

- **Information Technology and Services:** 22.8%
- **Computer Software:** 14.6%
- **Hospital & Health Care:** 4.3%
- **Marketing and Advertising:** 3.6%
- **Education Management:** 3.6%
- **Telecommunications:** 3.0%
- **Consumer Services:** 3.0%
- **Government Administration:** 2.4%
- **Higher Education:** 2.1%
- **Financial Services:** 2.1%
- **Other:** 38.3%

---
## 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 (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (735 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7576 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6851 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3740 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 (2912 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1543 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (554 reviews)

### Alternatives to Rocket.Chat

- [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) — 4.4/5 stars (18595 reviews)
- [Webex Suite](https://www.g2.com/products/cisco-webex-suite/reviews) — 4.2/5 stars (18887 reviews)
- [Slack](https://www.g2.com/products/slack/reviews) — 4.5/5 stars (39001 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Mattermost](https://www.g2.com/products/mattermost/reviews) — 4.3/5 stars (368 reviews)
- [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) — 4.5/5 stars (56352 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [Jitsi](https://www.g2.com/products/jitsi/reviews) — 4.3/5 stars (225 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Twilio](https://www.g2.com/products/twilio/reviews) — 4.1/5 stars (518 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..."

### Rocket.Chat

- Title: [Rocket chat had the voice message option but it was removed. Could it be reinstated or I will have to ask my company because it might be a case it was restricted by them?](https://www.g2.com/discussions/rocket-chat-had-the-voice-message-option-but-it-was-removed-could-it-be-reinstated-or-i-will-have-to-ask-my-company-because-it-might-be-a-case-it-was-restricted-by-them) — 2 comments, 1 upvote
  > **Top comment:** "I was actually fooled and scammed by someone I trusted with my funds through a transaction we did and I feel so disappointed and hurt knowing that someone..."
- Title: [Can I use this for personal use, similar to Whatsapp or Telegram?](https://www.g2.com/discussions/can-i-use-this-for-personal-use-similar-to-whatsapp-or-telegram) — 2 comments, 1 upvote
  > **Top comment:** "I was actually fooled and scammed by someone I trusted with my funds through a transaction we did and I feel so disappointed and hurt knowing that someone..."
- Title: [Is is possible to customize the REST Api of Rocket Chat?](https://www.g2.com/discussions/12467-is-is-possible-to-customize-the-rest-api-of-rocket-chat) — 2 comments, 1 upvote
  > **Top comment:** "If you mean building Rocket Chat Apps then have a look on the forums, these can be put up on the Rocket Chat..."
- Title: [What is Rocket.Chat used for?](https://www.g2.com/discussions/what-is-rocket-chat-used-for) — 1 comment
  > **Top comment:** "We use Rocket.chat as a messaging platforms for our volunteers to keep in contact with each other, We also use it to notify our volunteers of new..."
- Title: [When would there be a stable release of rocket chat which would all almost all the essential features working that I have discussed in most disliked features question above?](https://www.g2.com/discussions/when-would-there-be-a-stable-release-of-rocket-chat-which-would-all-almost-all-the-essential-features-working-that-i-have-discussed-in-most-disliked-features-question-above) — 1 comment, 1 upvote
  > **Top comment:** "Hello everyone, Are you looking for a professional trader, forex and binary manager who will help you trade and manage your account with good and massive..."

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