# Agentforce Service (formerly Salesforce Service Cloud) vs Zendesk Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Zendesk Contact Center. Users appreciate its intuitive interface, stating that their teams quickly mastered the platform with minimal training, which enhances daily operations.
- **Users say** that while Zendesk Contact Center offers a centralized hub for multiple services, it struggles with specific workflow needs. Some reviewers noted challenges in configuration, which can hinder the user experience compared to the streamlined processes found in Agentforce Service.
- **Reviewers mention** that Agentforce Service provides robust features for managing customer interactions, including advanced AI capabilities that allow for contextual responses. This is a notable advantage over Zendesk, where users feel the AI features are less integrated and impactful.
- **According to verified reviews** , Zendesk Contact Center shines in its ease of setup and administration, with users highlighting its straightforward onboarding process. However, Agentforce Service still offers a competitive setup experience, with many users noting that they were able to get started quickly.
- **Users highlight** the quality of support provided by Zendesk Contact Center, which is often praised for its responsiveness and helpfulness. In contrast, while Agentforce Service also receives positive feedback for support, some users feel there is room for improvement in this area.
- **G2 reviewers indicate** that Agentforce Service has a more extensive feature set for analytics and reporting, which is crucial for businesses looking to leverage data for decision-making. Users have expressed satisfaction with the detailed insights available, whereas Zendesk's analytics features are seen as less comprehensive.



| | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 7,357 | 314 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (59.4% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Starting at $83.00 1 agent 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)

### Zendesk Contact Center

Pros:
- Ease of Use (8 reviews)
- Efficiency (8 reviews)

Cons:
- Inefficient Workflow (4 reviews)
- Workflow Disruption (4 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2858 reviews) | 8.9 (210 reviews) | 
  | **Ease of Use** | 8.4 (5483 reviews) | 9.0 (244 reviews) | 
  | **Ease of Setup** | 7.9 (4236 reviews) | 8.8 (126 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 9.1 (101 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 9.3 (218 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 9.3 (97 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.9 (190 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

### Zendesk Contact Center

#### Entry-Level Pricing

Plan: Zendesk Contact Center

Price: Starting at $83.00 1 agent Per Month

Description: Combine any Zendesk Customer Service or Employee Service Suite plan with Contact Center

Key Features:
-   Unified Agent Workspace
- AWS added services
- Amazon Connect Telephony Usage

[Browse all 2 editions](https://www.g2.com/products/zendesk-contact-center/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1735 |
| **Zendesk Contact Center** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

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

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

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

#### Dialing Options

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Preview Dialing** | Not enough data | Not enough data | 
| **Progressive Dialing** | Not enough data | Not enough data | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | Not enough data | 
| **Callback Scheduling ** | Not enough data | Not enough data | 
| **Call Recording ** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | Not enough data | 
| **Call Scrubbing** | Not enough data | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 262 |
| **Zendesk Contact Center** | 8.1/10 | 37 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | 7.9 (20 reviews) | 
| **Data Workflows** | 8.8 (231 reviews) | 7.5 (19 reviews) | 
| **Issue Management** | 8.7 (229 reviews) | 8.1 (19 reviews) | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | 8.4 (31 reviews) | 
| **Publishing Workflows** | 8.6 (215 reviews) | 8.3 (23 reviews) | 
| **Analytics** | 8.5 (214 reviews) | 7.0 (25 reviews) | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | 8.1 (17 reviews) | 
| **Data Governance** | 8.7 (229 reviews) | 8.1 (16 reviews) | 
| **Compliance** | 8.6 (229 reviews) | 8.4 (16 reviews) | 
| **Auditing** | 8.6 (226 reviews) | 8.3 (15 reviews) | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | 7.8 (22 reviews) | 
| **Suggestions** | 8.2 (208 reviews) | 7.8 (22 reviews) | 
| **Decision Trees** | 8.0 (197 reviews) | 8.3 (15 reviews) | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | 8.4 (17 reviews) | 
| **Data Transport** | 8.7 (222 reviews) | 8.1 (18 reviews) | 
| **Access Management** | 9.0 (222 reviews) | 8.8 (18 reviews) | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | 8.3 (20 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | 8.2 (19 reviews) | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | 7.8 (25 reviews) | 
| **Performance and Reliability** | 8.9 (221 reviews) | 8.4 (26 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **Zendesk Contact Center** | N/A | N/A |

#### Channels

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

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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 |
| **Zendesk Contact Center** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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 |
| **Zendesk Contact Center** | 9.3/10 | 135 |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | 9.7 (126 reviews) | 
| **Calibration** | 8.7 (69 reviews) | 9.2 (118 reviews) | 
| **Reports** | 8.7 (72 reviews) | 9.1 (123 reviews) | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | 9.5 (124 reviews) | 
| **Dashboards** | 8.9 (70 reviews) | 9.2 (122 reviews) | 
| **Training** | 8.7 (70 reviews) | 8.8 (108 reviews) | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | 9.4 (113 reviews) | 
| **Compliance** | 8.8 (71 reviews) | 9.8 (84 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | 9.0 (23 reviews) | 
| **AI Text Summarization** | 8.0 (62 reviews) | 9.1 (23 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 314 |
| **Zendesk Contact Center** | 9.2/10 | 43 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 8.6 (17 reviews) | 
| **Social** | 7.4 (270 reviews) | 9.0 (8 reviews) | 
| **Web Chat** | 7.9 (276 reviews) | 9.0 (8 reviews) | 
| **Mobile SMS** | 7.4 (267 reviews) | 8.1 (6 reviews) | 
| **Email** | 8.8 (283 reviews) | 8.8 (14 reviews) | 

#### Generative AI

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 8.3 (10 reviews) | 
| **Session Queuing** | 8.0 (269 reviews) | 8.6 (7 reviews) | 
| **Concurrent Calling** | 7.6 (259 reviews) | 7.8 (6 reviews) | 
| **Speech Analytics** | 7.2 (256 reviews) | 8.3 (6 reviews) | 
| **Auto Dialer** | 7.2 (257 reviews) | 7.3 (5 reviews) | 
| **IVR** | 7.2 (261 reviews) | 7.9 (7 reviews) | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 8.1 (8 reviews) | 
| **Persistent Data** | 8.1 (263 reviews) | 9.1 (16 reviews) | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 8.3 (5 reviews) | 
| **Cross-system Integration** | 9.6 (8 reviews) | 8.7 (10 reviews) | 
| **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) | Zendesk Contact Center | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | 8.1 (7 reviews) | 
| **Administrator Access** | 8.5 (261 reviews) | 9.3 (12 reviews) | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | 8.3 (27 reviews) | 
| **Session Recording** | 7.7 (250 reviews) | 8.3 (8 reviews) | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 9.0 (8 reviews) | 

### Call Compliance

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

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Regulations** | Not enough data | Not enough data | 
| **Updates** | Not enough data | Not enough data | 
| **Exemptions** | Not enough data | Not enough data | 

#### Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Scrubbing** | Not enough data | Not enough data | 
| **Blocking** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Screening** | Not enough data | Not enough data | 

#### Integration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Phone Systems** | Not enough data | Not enough data | 
| **Marketing & CRM** | Not enough data | Not enough data | 
| **Third-Party** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Zendesk Contact Center** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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 | 121 |
| **Zendesk Contact Center** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

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

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Omnichannel** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Call Back** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 183 |
| **Zendesk Contact Center** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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 | 1015 |
| **Zendesk Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **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) | Zendesk Contact Center | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | Not enough data | 
| **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 | Not enough data | 
| **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 | 737 |
| **Zendesk Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

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

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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 |
| **Zendesk Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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) | Zendesk Contact Center | 
|---|---|---|
| **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 | 

### Speech Analytics

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Zendesk Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **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 |
| **Zendesk Contact Center** | N/A | N/A |

#### Generative AI

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

### AI Voice Assistants

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

#### Voice Recognition - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### Outbound Call Tracking

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

#### Agentic AI - Outbound Call Tracking

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Calling

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Record Calls** | Not enough data | Not enough data | 
| **Generate Location** | Not enough data | Not enough data | 
| **Call Types** | Not enough data | Not enough data | 
| **Click-to-Call** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 

#### Contacts

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Information Locater** | Not enough data | Not enough data | 
| **Record Prospect Data** | Not enough data | Not enough data | 

#### Insights

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Daily Summary** | Not enough data | Not enough data | 
| **Automated Voicemails** | Not enough data | Not enough data | 
| **Automated Emails** | Not enough data | Not enough data | 
| **Sorts Prospects** | Not enough data | Not enough data | 
| **Automated Note Taking** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (10):** [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), [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), [Help Desk Software](https://www.g2.com/categories/help-desk), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Zendesk Contact Center (7):** [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Call Compliance Software](https://www.g2.com/categories/call-compliance), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk Contact Center | 
|---|---|---|
| **Small-Business** | 18.7% | 30.4% | 
| **Mid-Market** | 42.8% | 59.4% | 
| **Enterprise** | 38.5% | 10.2% | 

### By Industry

#### 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%

#### Zendesk Contact Center

- **Computer Software:** 15.2%
- **Information Technology and Services:** 12.8%
- **Consumer Services:** 8.4%
- **Financial Services:** 6.4%
- **Computer Games:** 4.0%
- **Health, Wellness and Fitness:** 3.4%
- **Internet:** 3.0%
- **Outsourcing/Offshoring:** 3.0%
- **Leisure, Travel & Tourism:** 2.7%
- **Retail:** 2.7%
- **Other:** 38.4%

---
## 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 (474 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7779 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Zendesk Contact Center

- [MaestroQA](https://www.g2.com/products/maestroqa/reviews) — 4.7/5 stars (324 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [evaluagent](https://www.g2.com/products/evaluagent/reviews) — 4.5/5 stars (442 reviews)
- [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) — 4.8/5 stars (1163 reviews)
- [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) — 4.5/5 stars (806 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1848 reviews)
- [Balto](https://www.g2.com/products/balto/reviews) — 4.8/5 stars (590 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### Zendesk Contact Center

- Title: [What integrations does Local Measure offer?](https://www.g2.com/discussions/what-integrations-does-local-measure-offer) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Local Measure offers custom integrations into numerous CRM, CEM and marketing software. We are also official partners of Salesforce and Cisco. Visit our..."
- Title: [What's included in the Local Measure platform?](https://www.g2.com/discussions/what-s-included-in-the-local-measure-platform) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Local Measure's customer experience platform includes rich customer profiles, a real time feedback tool, a customer Wi-Fi solution, one-to-one social..."
- Title: [What kind of businesses use Local Measure?](https://www.g2.com/discussions/what-kind-of-businesses-use-local-measure) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Local Measure is for businesses with a real world, physical presence who want to deliver extraordinary customer experiences. Local Measure works with hotels,..."

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