Compare Salesforce Agentforce and Zendesk for Customer Service
At a Glance
Market Segments
Mid-Market (44.4% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Free 200000 Flex Credits
$19.00 1 user per month billed annually
Salesforce Agentforce
Star Rating
(1,106)4.3 out of 5
Market Segments
Mid-Market (44.4% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
Free 200000 Flex Credits
Browse all 3 pricing plans
Zendesk for Customer Service
Star Rating
(6,839)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in user experience, with many praising its minimalist design and intuitive interface. Users appreciate how it streamlines customer queries, making it easier to manage tickets and respond efficiently.
- Users say Salesforce Agentforce stands out for its strong integration with Salesforce CRM, which enhances its functionality. The low-code/no-code configuration is highlighted as a significant advantage, allowing users to implement changes without needing extensive coding knowledge.
- According to verified reviews, Zendesk for Customer Service is noted for its centralized platform that consolidates marketplace queries, which helps improve overall customer experience. The generative AI feature is particularly appreciated for creating multi-level responses based on customer interactions.
- Reviewers mention that Salesforce Agentforce is more than just a chatbot; it performs various actions like creating records and generating emails. This capability, along with its seamless integration with other platforms like Slack, makes it a versatile tool for client management.
- G2 reviewers highlight that while Zendesk for Customer Service has a higher satisfaction score, Salesforce Agentforce offers a competitive edge in security and ease of navigation, although some users have reported occasional slowdowns in performance.
- Users express that both products have their strengths, but Zendesk for Customer Service is particularly favored for its quality of support and responsiveness, while Salesforce Agentforce is recognized for its automation capabilities that enhance productivity.
Pricing
Entry-Level Pricing
Salesforce Agentforce
Salesforce Foundations
Free
200000 Flex Credits
Get started with Agentforce for free, for any use case.
- Agent Builder
- Prompt Builder
- 200k Flex Credits
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Salesforce Agentforce
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.3
252
8.6
5,200
Ease of Use
8.1
772
8.6
5,311
Ease of Setup
7.9
736
8.0
3,264
Ease of Admin
8.3
136
8.2
3,132
Quality of Support
8.2
241
8.4
4,937
Has the product been a good partner in doing business?
8.5
137
8.4
3,056
Product Direction (% positive)
9.2
248
8.0
4,851
Features by Category
Ticket and Case Management
Not enough data
8.8
2585
|
Verified
Not enough data
8.7
2619
|
Verified
Not enough data
8.5
2547
|
Verified
Not enough data
8.4
2374
|
Verified
Not enough data
8.2
1934
|
Verified
Not enough data
8.4
2409
|
Verified
Not enough data
8.6
2412
|
Verified
Not enough data
8.3
1868
|
Verified
Generative AI
Not enough data
7.6
388
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2069
|
Verified
Not enough data
8.8
2338
|
Verified
Not enough data
8.4
1751
|
Verified
Not enough data
8.0
1436
|
Verified
Not enough data
8.0
1329
|
Verified
Platform
Not enough data
7.7
1391
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1957
|
Verified
Not enough data
8.2
1768
|
Verified
Not enough data
7.9
2371
|
Verified
Not enough data
8.0
2420
|
Verified
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
462
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
Not enough data
8.1
861
Not enough data
8.3
716
Not enough data
8.2
682
Not enough data
8.2
748
Support Automation
Not enough data
8.1
712
Not enough data
8.3
757
Not enough data
8.4
716
Not enough data
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1512
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
846
Not enough data
7.7
665
Not enough data
8.2
813
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Customization - AI Agent Builders
8.1
163
Not enough data
7.8
151
Not enough data
8.2
159
Not enough data
Functionality - AI Agent Builders
8.1
159
Not enough data
7.9
151
Not enough data
8.0
150
Not enough data
8.0
148
Not enough data
Data and Analytics - AI Agent Builders
8.2
166
Not enough data
8.0
158
Not enough data
8.1
152
Not enough data
Integration - AI Agent Builders
8.6
197
Not enough data
8.2
84
Not enough data
8.2
168
Not enough data
8.7
179
Not enough data
Automation
8.7
18
Not enough data
8.8
18
Not enough data
8.7
17
Not enough data
8.9
19
Not enough data
8.7
18
Not enough data
Autonomy
8.7
18
Not enough data
9.0
18
Not enough data
8.9
18
Not enough data
8.6
18
Not enough data
Outbound Sales
8.9
19
Not enough data
9.4
19
Not enough data
9.2
18
Not enough data
9.0
18
Not enough data
9.1
18
Not enough data
Inbound Sales
8.9
18
Not enough data
9.2
18
Not enough data
8.8
18
Not enough data
8.8
18
Not enough data
8.8
19
Not enough data
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Natural Language Interaction - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Intent & Action Handling - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Context & Personalization - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Enterprise Integration & Deployment - Conversational Interface Agents
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.2
59
8.4
71
8.1
60
8.1
70
8.0
58
8.2
69
8.7
61
8.3
69
7.7
57
8.2
68
Customer Interaction Automation - AI Customer Support Agents
8.2
58
8.2
69
8.5
57
8.4
70
8.2
57
8.3
70
8.3
62
8.5
69
Automation
8.7
67
8.7
72
8.5
59
8.6
70
8.4
60
7.9
68
Autonomy
7.8
59
8.1
68
8.0
58
8.4
67
8.5
61
8.3
69
8.1
59
8.3
70
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
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Salesforce Agentforce and Zendesk for Customer Service are categorized as AI Customer Support Agents
Unique Categories
Salesforce Agentforce is categorized as AI SDRs, AI Agent Builders, and Conversational Interface Agents
Zendesk for Customer Service is categorized as AI Agents For Business Operations, Help Desk, Customer Service Automation, Conversational Support, Workforce Management, Live Chat, Chatbots, Complaint Management, Customer Self-Service, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Salesforce Agentforce
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
12.4%
Financial Services
10.3%
Computer Software
7.1%
Consulting
7.0%
Manufacturing
4.4%
Other
58.8%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Alternatives
Discussions
Salesforce Agentforce has no discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
