# Agentforce Service (formerly Salesforce Service Cloud) vs Stonly Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Stonly. Users appreciate its intuitive interface, noting that their teams quickly mastered the platform with minimal training, which is crucial for daily operations.
- **Users say** that while Stonly is recognized for its user-friendly design, it struggles with the depth of features compared to Agentforce Service. Reviewers highlight Stonly's ease of updating and maintaining guides, but some feel it lacks the comprehensive capabilities needed for more complex customer service scenarios.
- **Reviewers mention** that Agentforce Service shines in its ability to integrate advanced AI features, allowing for contextual support that enhances customer interactions. Users have praised the transition from static bots to autonomous AI agents, which significantly improves service efficiency.
- **According to verified reviews** , Stonly is particularly favored by small businesses for its straightforward setup and customization options. Users appreciate the ability to easily co-link guides and update information, making it a practical choice for teams needing quick access to resources.
- **G2 reviewers highlight** that Agentforce Service offers robust support and training resources, which are essential for larger organizations. Users have noted that the platform's comprehensive support structure helps them manage complex workflows effectively, a feature that Stonly users find less developed.
- **Users report** that while both platforms have their strengths, Agentforce Service's higher ratings in performance and reliability make it a more dependable choice for businesses that require consistent and efficient customer service solutions.



| | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 7,331 | 132 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (59.2% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $124.00 Per Month | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

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

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

### Stonly

Pros:
- Ease of Use (10 reviews)
- Features (6 reviews)

Cons:
- Missing Features (3 reviews)
- Lack of Features (2 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2849 reviews) | 9.2 (105 reviews) | 
  | **Ease of Use** | 8.4 (5462 reviews) | 9.0 (105 reviews) | 
  | **Ease of Setup** | 7.9 (4215 reviews) | 8.7 (83 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 9.0 (84 reviews) | 
  | **Quality of Support** | 8.3 (2625 reviews) | 9.2 (93 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 9.3 (81 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2797 reviews) | 9.5 (102 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

### Stonly

#### Entry-Level Pricing

Plan: Starter

Price: $124.00 Per Month

Description: Interactive step-by-step guides and knowledge base for customer support, in-product help, or employee knowledge management.

Key Features:
- 30 Interactive guides w/ unlimited steps
- Stonly widget - embed and launch guides inside your app or website
- One custom knowledge base

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1727 |
| **Stonly** | 8.3/10 | 26 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 8.5 (11 reviews) | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 8.8 (10 reviews) | 
| **Workflow** | 8.4 (1278 reviews) ✓ Verified | 9.6 (13 reviews) | 
| **Response Automation** | 8.3 (1184 reviews) ✓ Verified | 8.3 (8 reviews) | 
| **SLA Management** | 8.1 (985 reviews) | 7.9 (8 reviews) | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.5 (11 reviews) | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | 7.6 (9 reviews) | 
| **Customer and Contacts Database** | 8.6 (1072 reviews) ✓ Verified | 8.7 (10 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (76 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (71 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | 9.3 (14 reviews) | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | 8.3 (11 reviews) | 
| **Chat/Live Support** | 8.2 (865 reviews) | 8.3 (8 reviews) | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 7.0 (5 reviews) | 
| **Voice** | 8.1 (771 reviews) | 6.7 (6 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | 8.6 (6 reviews) | 
| **Customization ** | 8.3 (824 reviews) ✓ Verified | 8.7 (19 reviews) | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | 9.5 (16 reviews) | 
| **Integration** | 8.3 (646 reviews) ✓ Verified | 8.6 (14 reviews) | 
| **Reporting** | 8.2 (1164 reviews) ✓ Verified | 7.3 (13 reviews) | 
| **Dashboards** | 8.3 (1181 reviews) ✓ Verified | 7.7 (14 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Stonly** | 9.1/10 | 30 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | 9.1 (13 reviews) | 
| **Data Workflows** | 8.8 (231 reviews) | 9.0 (12 reviews) | 
| **Issue Management** | 8.7 (229 reviews) | 9.3 (15 reviews) | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | 9.4 (24 reviews) | 
| **Publishing Workflows** | 8.6 (215 reviews) | 9.6 (16 reviews) | 
| **Analytics** | 8.5 (214 reviews) | 8.9 (16 reviews) | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | 9.3 (18 reviews) | 
| **Data Governance** | 8.7 (229 reviews) | 9.2 (15 reviews) | 
| **Compliance** | 8.6 (229 reviews) | 9.2 (16 reviews) | 
| **Auditing** | 8.6 (226 reviews) | 9.1 (15 reviews) | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | 9.2 (14 reviews) | 
| **Suggestions** | 8.2 (208 reviews) | 9.2 (13 reviews) | 
| **Decision Trees** | 8.0 (197 reviews) | 9.5 (18 reviews) | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | 9.1 (13 reviews) | 
| **Data Transport** | 8.7 (222 reviews) | 8.7 (14 reviews) | 
| **Access Management** | 9.0 (222 reviews) | 9.0 (17 reviews) | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | 8.8 (13 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | 8.8 (15 reviews) | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | 9.5 (19 reviews) | 
| **Performance and Reliability** | 8.9 (220 reviews) | 9.7 (18 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | 8.3 (9 reviews) | 

### Customer Communications Management

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

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 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) | Stonly | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 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) | Stonly | 
|---|---|---|
| **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 | 218 |
| **Stonly** | N/A | N/A |

#### Usability

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Quality Assurance

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

### Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Stonly** | 8.6/10 | 44 |

#### Knowledge Pages

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Templates** | Not enough data | 8.5 (26 reviews) | 
| **In-Content Feedback** | Not enough data | 8.7 (21 reviews) | 
| **Versioning and Version History** | Not enough data | 8.3 (21 reviews) | 
| **Decision Trees** | Not enough data | 9.0 (27 reviews) | 
| **Duplicate Detection** | Not enough data | 7.7 (15 reviews) | 
| **Content Editor** | Not enough data | 9.0 (31 reviews) | 

#### Knowledge Dissemination

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Page Analytics** | Not enough data | 8.1 (27 reviews) | 
| **Permissions** | Not enough data | 8.6 (28 reviews) | 
| **Knowledge Sharing** | Not enough data | 9.5 (38 reviews) | 
| **Notifications** | Not enough data | 8.5 (25 reviews) | 
| **Advanced Search** | Not enough data | 8.1 (22 reviews) | 
| **Browser Extension** | Not enough data | 8.4 (24 reviews) | 
| **Organization** | Not enough data | 8.9 (27 reviews) | 
| **Other Integrations** | Not enough data | 8.1 (14 reviews) | 
| **Knowledge Integrations** | Not enough data | 8.9 (23 reviews) | 

#### Agentic AI - Knowledge Base

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Contact Center

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

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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 | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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 | 1013 |
| **Stonly** | 9.1/10 | 25 |

#### Generative AI

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

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.0 (7 reviews) | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.8 (162 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Customization ** | 8.3 (824 reviews) ✓ Verified | 8.7 (19 reviews) | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 9.5 (7 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Stonly** | 8.1/10 | 56 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 7.9 (20 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 9.1 (47 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.5 (43 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 6.9 (25 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.5 (30 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.9 (40 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | 8.7 (48 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.1 (42 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 6.2 (32 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.1 (41 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **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 |
| **Stonly** | N/A | N/A |

#### Generative AI

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

### Knowledge Management

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

#### Knowledge Base

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Q & A** | Not enough data | Not enough data | 
| **Link Sharing** | Not enough data | Not enough data | 
| **Searchable** | Not enough data | Not enough data | 

#### Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Verification** | Not enough data | Not enough data | 
| **Role-Based Permission** | Not enough data | Not enough data | 
| **Public vs Private** | Not enough data | Not enough data | 

#### Content

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Trackable Analytics** | Not enough data | Not enough data | 
| **Import** | Not enough data | Not enough data | 
| **File Viewing** | Not enough data | Not enough data | 
| **Update Notifications** | Not enough data | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Social Features** | Not enough data | Not enough data | 
| **Tagging ** | Not enough data | Not enough data | 
| **Upload ** | Not enough data | Not enough data | 
| **Comments** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (9):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [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)

**Unique to Stonly (1):** [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Stonly | 
|---|---|---|
| **Small-Business** | 18.7% | 59.2% | 
| **Mid-Market** | 42.8% | 33.8% | 
| **Enterprise** | 38.5% | 6.9% | 

### By Industry

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

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Stonly

- **Computer Software:** 35.4%
- **Information Technology and Services:** 10.8%
- **Financial Services:** 6.9%
- **Health, Wellness and Fitness:** 3.8%
- **Leisure, Travel & Tourism:** 3.1%
- **Education Management:** 2.3%
- **Electrical/Electronic Manufacturing:** 2.3%
- **Professional Training & Coaching:** 2.3%
- **Accounting:** 1.5%
- **Computer & Network Security:** 1.5%
- **Other:** 30.0%

---
## 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 (738 reviews)
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- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
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- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1548 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Stonly

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
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- [WalkMe](https://www.g2.com/products/walkme/reviews) — 4.5/5 stars (560 reviews)
- [Document360](https://www.g2.com/products/document360/reviews) — 4.7/5 stars (519 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews)
- [Whatfix](https://www.g2.com/products/whatfix/reviews) — 4.6/5 stars (529 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7629 reviews)
- [Guru](https://www.g2.com/products/guru/reviews) — 4.7/5 stars (2317 reviews)
- [Helpjuice](https://www.g2.com/products/helpjuice/reviews) — 4.7/5 stars (376 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 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
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- 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..."

### Stonly

No discussions available for this product.

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