# Agentforce Field Service (formerly Salesforce Field Service) vs Agentforce Service (formerly Salesforce Service Cloud) Comparison


| | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,049 | 7,362 | 
| **Largest Market Segment** | Mid-Market (42.7% of reviews) | Mid-Market (42.8% of reviews) | 
| **Entry Level Price** | $165.00 1 User Per Month | Starting at $25.00 1 User Per Month | 

---
## Top Pros & Cons

### Agentforce Field Service (formerly Salesforce Field Service)

Pros:
- Ease of Use (63 reviews)
- Scheduling Management (58 reviews)

Cons:
- Improvement Needed (74 reviews)
- Learning Curve (61 reviews)

### 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 | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
  | **Meets Requirements** | 8.6 (375 reviews) | 8.6 (2857 reviews) | 
  | **Ease of Use** | 8.4 (788 reviews) | 8.4 (5485 reviews) | 
  | **Ease of Setup** | 7.8 (656 reviews) | 7.9 (4238 reviews) | 
  | **Ease of Admin** | 8.3 (189 reviews) | 8.2 (1563 reviews) | 
  | **Quality of Support** | 8.5 (365 reviews) | 8.3 (2632 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (181 reviews) | 8.7 (1544 reviews) | 
  | **Product Direction (% positive)** | 8.9 (364 reviews) | 8.3 (2800 reviews) | 

---
## Pricing

### Agentforce Field Service (formerly Salesforce Field Service)

#### Entry-Level Pricing

Plan: Dispatcher

Price: $165.00 1 User Per Month

Description: Intelligent Dispatch Console built directly on CRM.

Key Features:
- Scheduling and Optimization
- Resource and Work Management
- Workflow Automation

[Browse all 4 editions](https://www.g2.com/products/agentforce-field-service-formerly-salesforce-field-service/pricing)

#### Free Trial

No

### 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

### Call & Contact Center

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

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1734 |

#### Ticket and Case Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.5 (1216 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.4 (1227 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.4 (1280 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.3 (1187 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.1 (984 reviews) | 
| **Attachments/Screencasts** | Not enough data | 7.9 (1168 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.3 (1156 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.6 (1075 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (180 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (179 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.7 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (66 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (70 reviews) | 

#### Communication Channels

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (1026 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.6 (1215 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.2 (863 reviews) | 
| **Social Integration** | Not enough data | 8.0 (809 reviews) ✓ Verified | 
| **Voice** | Not enough data | 8.1 (769 reviews) | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.8 (558 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.4 (824 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (704 reviews) ✓ Verified | 
| **Third-Party Integrations** | Not enough data | 8.3 (651 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.2 (1165 reviews) ✓ Verified | 
| **Activity Dashboard** | Not enough data | 8.3 (1184 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

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

#### Administration

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Database Management ** | Not enough data | 8.8 (231 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (230 reviews) | 
| **Issue Management** | Not enough data | 8.7 (228 reviews) | 

#### Knowledge Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (225 reviews) | 
| **Publishing Workflows** | Not enough data | 8.6 (214 reviews) | 
| **Analytics** | Not enough data | 8.5 (213 reviews) | 

#### Compliance

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.7 (229 reviews) | 
| **Data Governance** | Not enough data | 8.7 (228 reviews) | 
| **Compliance** | Not enough data | 8.6 (228 reviews) | 
| **Auditing** | Not enough data | 8.6 (225 reviews) | 

#### Customer Support

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (213 reviews) | 
| **Suggestions** | Not enough data | 8.2 (206 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (196 reviews) | 

#### Data Security

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.6 (218 reviews) | 
| **Data Transport** | Not enough data | 8.7 (221 reviews) | 
| **Access Management** | Not enough data | 9.0 (221 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 9.1 (222 reviews) | 

#### Administration

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Integrations** | Not enough data | 8.6 (214 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (215 reviews) | 
| **Performance and Reliability** | Not enough data | 8.9 (220 reviews) | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (151 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 135 |

#### Channels

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.6 (127 reviews) | 
| **Open Listening** | Not enough data | 8.3 (118 reviews) | 
| **Physical Media** | Not enough data | 7.5 (117 reviews) | 

#### Design

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.4 (117 reviews) | 
| **Create Content** | Not enough data | 8.0 (118 reviews) | 
| **Personalization** | Not enough data | 8.3 (121 reviews) | 
| **Inbound Identification** | Not enough data | 8.4 (120 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.5 (114 reviews) | 
| **Batch Communications** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **On-Demand Communications** | Not enough data | Not enough data | 
| **Interactive Content** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (112 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (111 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Video Support** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

### Complaint Management

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

#### Usability

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.6 (204 reviews) | 
| **Supporting Documents** | Not enough data | 8.6 (207 reviews) | 
| **Two-Way Communication** | Not enough data | 8.7 (205 reviews) | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.7 (205 reviews) | 
| **Trend Analysis** | Not enough data | 8.3 (198 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (203 reviews) | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (179 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (180 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Customer Complaint Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Issue Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 79 |

#### Quality Assurance

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Evaluation** | Not enough data | 8.8 (70 reviews) | 
| **Calibration** | Not enough data | 8.7 (67 reviews) | 
| **Reports** | Not enough data | 8.7 (70 reviews) | 

#### Engagement

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Feedback** | Not enough data | 8.8 (68 reviews) | 
| **Dashboards** | Not enough data | 8.8 (68 reviews) | 
| **Training** | Not enough data | 8.8 (68 reviews) | 
| **Activity Dashboard** | Not enough data | Not enough data | 

#### Performance

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | 8.7 (69 reviews) | 
| **Compliance** | Not enough data | 8.8 (69 reviews) | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (59 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (60 reviews) | 
| **Call Routing** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customer Journey Mapping** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Customer Surveys** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Leaderboards** | Not enough data | Not enough data | 
| **Employee Reward Programs** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **KPI Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Multiple Scoring Models** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Screen Recording** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 316 |

#### Channels

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Voice** | Not enough data | 7.5 (278 reviews) | 
| **Social** | Not enough data | 7.3 (269 reviews) | 
| **Live Chat** | Not enough data | 7.9 (277 reviews) | 
| **Mobile SMS** | Not enough data | 7.4 (267 reviews) | 
| **Email** | Not enough data | 8.8 (284 reviews) | 

#### Generative AI

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

#### Functions

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Call Routing** | Not enough data | 7.9 (270 reviews) | 
| **Session Queuing** | Not enough data | 8.0 (268 reviews) | 
| **Concurrent Calling** | Not enough data | 7.6 (258 reviews) | 
| **Speech Analytics** | Not enough data | 7.2 (256 reviews) | 
| **Auto Dialer** | Not enough data | 7.2 (257 reviews) | 
| **IVR** | Not enough data | 7.2 (260 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.7 (260 reviews) | 
| **Persistent Data** | Not enough data | 8.1 (263 reviews) | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.4 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 9.1 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.8 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 9.3 (7 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 

#### Administrative

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 7.9 (257 reviews) | 
| **Administrator Access** | Not enough data | 8.5 (261 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.6 (261 reviews) | 
| **Session Recording** | Not enough data | 7.7 (250 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.7 (255 reviews) | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Call Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 63 |

#### Workforce Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Agent Availability** | Not enough data | 7.9 (57 reviews) | 
| **Skills Management** | Not enough data | 7.9 (56 reviews) | 
| **Shift Scheduling** | Not enough data | 7.4 (56 reviews) | 
| **Agent Self-Service** | Not enough data | 7.8 (55 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (55 reviews) | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 

#### Administration

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Automation** | Not enough data | 8.2 (58 reviews) | 
| **Productivity Analysis** | Not enough data | 8.3 (56 reviews) | 
| **Dashboards** | Not enough data | 8.4 (56 reviews) | 
| **Labor Forecasting** | Not enough data | 7.6 (54 reviews) | 
| **Intraday Management** | Not enough data | 7.7 (54 reviews) | 
| **Quality Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 
| **Leave Tracking** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **For Call Centers** | Not enough data | Not enough data | 
| **Employee Time Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Activity Monitoring** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Online Time Clock** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 

### Conversational Support

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

#### Conversational Platform

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Personalization** | Not enough data | 8.6 (104 reviews) | 
| **Omnichannel** | Not enough data | 8.7 (103 reviews) | 
| **Contextual Engagement** | Not enough data | 8.1 (99 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (105 reviews) | 

#### Support Automation

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.2 (102 reviews) | 
| **Seamless Escalation** | Not enough data | 8.1 (99 reviews) | 
| **Transcripts** | Not enough data | 8.1 (102 reviews) | 
| **Self-Serve Support** | Not enough data | 8.0 (100 reviews) | 

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (96 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (95 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |

#### Customer Support

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Text** | Not enough data | 8.4 (147 reviews) | 
| **Speech** | Not enough data | 8.0 (143 reviews) | 
| **Knowledge Base** | Not enough data | 8.2 (145 reviews) | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.3 (156 reviews) | 
| **Customization** | Not enough data | 8.2 (148 reviews) | 
| **Intelligent Routing** | Not enough data | 8.2 (149 reviews) | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Learning** | Not enough data | 7.6 (142 reviews) | 
| **Language** | Not enough data | 7.7 (140 reviews) | 
| **Conversational AI** | Not enough data | 7.5 (139 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Workflow Management** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Customer Communication** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.2/10 | 1014 |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (108 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (109 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.7 (108 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (311 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.6 (330 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.4 (277 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.5 (279 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 7.8 (160 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customization ** | Not enough data | 8.4 (824 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.3 (296 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.5 (288 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 8.4 (320 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.5 (291 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.7 (324 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 738 |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (126 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (595 reviews) | 
| **Searchable Articles** | Not enough data | 8.3 (578 reviews) | 
| **Community Forums** | Not enough data | 8.3 (527 reviews) | 
| **Mobile Optimization** | Not enough data | 8.0 (214 reviews) | 
| **Personalization** | Not enough data | 8.4 (225 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Branding** | Not enough data | 8.4 (224 reviews) | 
| **Automation** | Not enough data | 8.6 (233 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.6 (203 reviews) | 
| **Integrations** | Not enough data | 8.5 (218 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.8 (7 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 8.9 (6 reviews) | 
| **Decision Making** | Not enough data | 8.6 (6 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 340 |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (55 reviews) | 

#### Process

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Mentions** | Not enough data | 8.6 (244 reviews) | 
| **Tickets** | Not enough data | 8.6 (264 reviews) | 
| **Macros** | Not enough data | 8.3 (225 reviews) | 

#### Channels

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Email** | Not enough data | 8.8 (274 reviews) | 
| **Social** | Not enough data | 8.4 (248 reviews) | 
| **Live Chat** | Not enough data | 8.5 (231 reviews) | 
| **Phone** | Not enough data | 8.6 (232 reviews) | 
| **Text** | Not enough data | 8.6 (214 reviews) | 

#### Insight

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Surveys** | Not enough data | 8.6 (230 reviews) | 
| **Reporting** | Not enough data | 8.8 (266 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (205 reviews) | 
| **Help Desk** | Not enough data | 8.7 (252 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 88 |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (80 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (81 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 32 |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 
| **Generative AI** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | 8.6 (29 reviews) | 
| **Survey Deployment** | Not enough data | 8.3 (29 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (29 reviews) | 
| **Device Responsiveness** | Not enough data | 8.7 (29 reviews) | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Mobile Survey** | Not enough data | Not enough data | 
| **Pulse Surveys** | Not enough data | Not enough data | 

#### Process Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | 8.3 (29 reviews) | 
| **Trigger Alerts** | Not enough data | 8.4 (28 reviews) | 
| **Real-Time Analysis** | Not enough data | 8.7 (29 reviews) | 
| **Real-Time Action** | Not enough data | 8.5 (28 reviews) | 
| **360 Degree Feedback** | Not enough data | Not enough data | 
| **Anonymous Feedback** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Text Analysis** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### System Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Security** | Not enough data | 9.0 (29 reviews) | 
| **System Monitoring** | Not enough data | 8.6 (28 reviews) | 
| **SSL Security** | Not enough data | Not enough data | 
| **GPS** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Customer Experience Management** | Not enough data | Not enough data | 
| **NPS of Employees** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Question Library** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Multi-Channel Distribution** | Not enough data | Not enough data | 
| **Ratings/Reviews** | Not enough data | Not enough data | 
| **Negative Feedback Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Text Fields** | Not enough data | Not enough data | 
| **Customizable Questions** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Conditional Logic** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **NPS of Customers** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **NPS Survey Structure** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Question Branching** | Not enough data | Not enough data | 

### Field Service Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Field Service (formerly Salesforce Field Service)** | 8.3/10 | 367 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **AI Text Summarization** | 7.9 (154 reviews) | Not enough data | 
| **AI Image-to-Text** | 7.5 (150 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Before the Job

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Calendar** | 8.6 (297 reviews) | Not enough data | 
| **Dispatch** | 8.6 (290 reviews) | Not enough data | 
| **Roles** | 8.6 (278 reviews) | Not enough data | 
| **Booking** | 8.4 (270 reviews) | Not enough data | 

#### On the Job

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Location** | Feature Not Available | Not enough data | 
| **Employee Communication** | 8.5 (278 reviews) | Not enough data | 
| **Behavior Monitoring** | Feature Not Available | Not enough data | 
| **Client Notifications** | 8.5 (273 reviews) | Not enough data | 
| **Field Sales** | 8.4 (225 reviews) | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Location** | Not enough data | Not enough data | 
| **Payment Collection in the Field** | Not enough data | Not enough data | 

#### After the Job

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Reports** | 8.7 (282 reviews) | Not enough data | 
| **Analytics** | 8.6 (274 reviews) | Not enough data | 
| **Billing & Invoicing** | 8.2 (224 reviews) | Not enough data | 
| **CRM Integrations** | 8.7 (244 reviews) | Not enough data | 
| **Accounting Integration** | Not enough data | Not enough data | 
| **QuickBooks Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Agentic AI - Field Service Management

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (77 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (61 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (71 reviews) | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Work Order Management** | Not enough data | Not enough data | 
| **Checklists** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Parts Management** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Residential Properties** | Not enough data | Not enough data | 
| **Vendor Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Purchase Order Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Dispatch Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Technician Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Preventive Maintenance** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Commercial Properties** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Barcode/Ticket Scanning** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Facility Scheduling** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Inspection Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Predictive Maintenance** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Documentation Management** | Not enough data | Not enough data | 
| **File Storage** | Not enough data | Not enough data | 
| **Electronic Signature** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Personalization and Recommendation** | Not enough data | Not enough data | 
| **Resource Allocation** | Not enough data | Not enough data | 
| **GPS** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Quotes/Estimates** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Online Time Clock** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Productivity Analysis** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Price and Cost Calculations** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Equipment Tracking** | Not enough data | Not enough data | 
| **Data Capture and Transfer** | Not enough data | Not enough data | 
| **Time Tracking** | Not enough data | Not enough data | 
| **Data Synchronization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Location Tracking** | Not enough data | Not enough data | 
| **Route Optimization** | Not enough data | Not enough data | 
| **Offline Access** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Electronic Payments** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Inventory Control** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Driver ETA** | Not enough data | Not enough data | 
| **Job Tracking** | Not enough data | Not enough data | 
| **Automated Scheduling** | Not enough data | Not enough data | 
| **Customer Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **Work Order Creation** | Not enough data | Not enough data | 
| **Equipment Maintenance** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Recurring Appointments** | Not enough data | Not enough data | 
| **Contractor Management** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

---
## Categories

**Unique to Agentforce Field Service (formerly Salesforce Field Service) (1):** [Field Service Management Software](https://www.g2.com/categories/field-service-management)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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), [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)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Field Service (formerly Salesforce Field Service) | Agentforce Service (formerly Salesforce Service Cloud) | 
|---|---|---|
| **Small-Business** | 21.7% | 18.7% | 
| **Mid-Market** | 42.7% | 42.8% | 
| **Enterprise** | 35.6% | 38.5% | 

### By Industry

#### Agentforce Field Service (formerly Salesforce Field Service)

- **Information Technology and Services:** 10.2%
- **Manufacturing:** 7.9%
- **Computer Software:** 5.0%
- **Hospital & Health Care:** 4.8%
- **Consulting:** 4.6%
- **Automotive:** 4.2%
- **Telecommunications:** 4.2%
- **Consumer Services:** 4.0%
- **Construction:** 3.2%
- **Oil & Energy:** 3.1%
- **Other:** 48.8%

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

- **Information Technology and Services:** 11.5%
- **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%

---
## Alternatives

### Alternatives to Agentforce Field Service (formerly Salesforce Field Service)

- [Jobber](https://www.g2.com/products/jobber/reviews) — 4.6/5 stars (529 reviews)
- [Skedulo](https://www.g2.com/products/skedulo/reviews) — 4.1/5 stars (422 reviews)
- [ServiceTitan](https://www.g2.com/products/servicetitan/reviews) — 4.4/5 stars (375 reviews)
- [IFS ERP](https://www.g2.com/products/ifs-erp/reviews) — 3.9/5 stars (169 reviews)
- [Dynamics 365 Field Service](https://www.g2.com/products/dynamics-365-field-service/reviews) — 3.9/5 stars (156 reviews)
- [ServiceMax](https://www.g2.com/products/ptc-servicemax/reviews) — 4.2/5 stars (143 reviews)
- [Oracle Field Service Cloud](https://www.g2.com/products/oracle-field-service-cloud/reviews) — 4.0/5 stars (139 reviews)
- [Housecall Pro](https://www.g2.com/products/housecall-pro/reviews) — 4.3/5 stars (205 reviews)
- [FieldPulse](https://www.g2.com/products/fieldpulse-fieldpulse/reviews) — 4.7/5 stars (374 reviews)
- [Simpro](https://www.g2.com/products/simpro/reviews) — 4.2/5 stars (477 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 (495 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (758 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7918 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7064 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3770 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2924 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1568 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (566 reviews)

---
## Top Discussions

### Agentforce Field Service (formerly Salesforce Field Service)

- Title: [What is Salesforce Field Service used for?](https://www.g2.com/discussions/what-is-salesforce-field-service-used-for) — 2 comments, 2 upvotes
  > **Top comment:** "In my view if you looking for a comprehensive sales solutions that also  manages field service operations, Salesforce Field Service can be a valuable tool..."

### 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/agentforce-field-service-formerly-salesforce-field-service-vs-agentforce-service-formerly-salesforce-service-cloud)