# Agentforce Service (formerly Salesforce Service Cloud) vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a user-friendly experience, with many users highlighting its intuitive interface and ease of use. One user mentioned that it is "easy to track all requests raised by clients at a single place," which significantly saves time on repetitive tasks.
- **Users say** that Agentforce Service (formerly Salesforce Service Cloud) shines in its ability to centralize customer interactions and case management. Reviewers appreciate that "everything related to a case is in one place," allowing for quicker responses and better customer service.
- **According to verified reviews** , Zendesk's ticketing system is praised for its efficiency in managing support requests. Users noted that it helps track issues, assign them to the right teams, and maintain communication until resolution, which enhances overall productivity.
- **Reviewers mention** that Agentforce Service offers a low-code platform that simplifies navigation for users without extensive development skills. This feature is particularly beneficial for admins, as one user stated, "it makes things easy for me," allowing for smoother operations.
- **G2 reviewers highlight** that while Zendesk has a strong focus on customer service automation, it faces challenges in this area compared to Agentforce Service. Users have noted that Agentforce's automation capabilities are more robust, with features like building automation with Flows helping streamline processes effectively.
- **Users report** that both platforms have strong support systems, but Zendesk slightly edges out with a higher quality of support score. Reviewers appreciate the responsive support team, which is crucial for resolving issues quickly, as one user mentioned, "Zendesk provides a centralized platform to manage student support requests efficiently."



---
## Frequently Asked Questions

### What is the difference between Zendesk for Customer Service vs Agentforce Service...?

Zendesk for Customer Service is favored for its intuitive ticket management and ease of use, while Agentforce Service... stands out for its advanced AI features and deep customization, according to G2 reviewers.

| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | [Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) |
| --- | --- |
| 4.3/5 (7032 reviews) | 4.4/5 (7359 reviews) |
| Mid-Market | Mid-Market |
| 8.0 | 7.9 |
| 8.4 | 8.3 |
| Ease of Use (526 all-time mentions) | Ease of Use (1259 all-time mentions) |



### How do the pricing models of Zendesk for Customer Service and Agentforce Service... compare?

Zendesk for Customer Service and Agentforce Service... are rated nearly equally on value, with reviewers expressing similar satisfaction with pricing.

- **Zendesk for Customer Service:** In recent reviews, several buyers note that Zendesk's pricing can become expensive as advanced features and additional agents are added, but many still find the value strong for the feature set.
- **Agentforce Service...:** Recent reviewers highlight that while Agentforce Service... offers robust automation and AI, the licensing and add-on costs can increase quickly, especially for advanced features and small teams.



### What are the best alternatives to Zendesk for Customer Service and Agentforce Service...?

The top three alternatives to Zendesk for Customer Service and Agentforce Service... are ServiceNow Customer Service..., Hiver in Gmail, and Fin.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7032 reviews) | Mid-Market | Pricing can become expensive as features are added | Ease of Use (526 all-time mentions) |
| [Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5 (7359 reviews) | Mid-Market | Licensing and add-on costs can increase quickly | Ease of Use (1259 all-time mentions) |
| [ServiceNow Customer Service...](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5 (499 reviews) | Enterprise | — | Enterprise-grade workflow automation |
| [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) | 4.6/5 (1283 reviews) | Small-Business | — | Gmail-based help desk simplicity |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3901 reviews) | Small-Business | — | AI-powered automation |



### Which Help Desk features should I prioritize when comparing Zendesk for Customer Service and Agentforce Service...?

Buyers should prioritize ticket management, automation and AI, customization, knowledge base, and integration capabilities when comparing Zendesk for Customer Service and Agentforce Service....

- **Ticket Management:** Zendesk for Customer Service (176 all-time mentions), Agentforce Service... (case management and automation cited in recent reviews)
- **Automation and AI:** Agentforce Service... offers AI Text Generation, AI Text Summarization, and AI Text-to-Speech; Zendesk for Customer Service features advanced workflow automation and AI-powered ticket routing (recent reviews)
- **Customization:** Agentforce Service... (478 all-time mentions for customization), Zendesk for Customer Service (159 all-time mentions for limited customization)
- **Knowledge Base:** Zendesk for Customer Service (97 all-time mentions), Agentforce Service... (knowledge articles and integration cited in recent reviews)
- **Integrations:** Zendesk for Customer Service (Asana integration cited in recent reviews), Agentforce Service... (Salesforce integration, 314 all-time mentions)



### What are the pros and cons of Zendesk for Customer Service vs Agentforce Service...?

Zendesk for Customer Service is strongest for intuitive ticket management, while Agentforce Service... excels in efficiency and customization.

- **Zendesk for Customer Service strengths:** Ease of Use (526 all-time mentions), intuitive interface (203), strong case management (176), simple workflows (161), robust knowledge base (97), easy implementation (88)
- **Zendesk for Customer Service trade-offs:** Limited customization (159), complexity in advanced setup, higher cost for advanced features, some analytics limitations
- **Agentforce Service... strengths:** Ease of Use (1259), efficiency (973), helpful automation (591), high customizability (478), centralized information (433), strong Salesforce integration (314), time-saving (287)
- **Agentforce Service... trade-offs:** Complexity (697), steep learning curve (583), slow performance at times (127), higher licensing and add-on costs for advanced features



### Is Zendesk for Customer Service or Agentforce Service... better for small businesses?

Zendesk for Customer Service is a better fit for small businesses, as reviewers cite its ease of use and lower complexity for smaller teams.

- **Zendesk for Customer Service:** Largest segment is Mid-Market, but recent reviews from small businesses highlight its straightforward setup and usability, though some note pricing can be high for very small teams.
- **Agentforce Service...:** Largest segment is Mid-Market, and reviewers from small businesses frequently mention the platform's complexity, steep learning curve, and higher cost as barriers for smaller organizations.



### Which Help Desk platform has better integrations?

Agentforce Service... is favored for integrations, especially with Salesforce and Slack, according to G2 reviewers.

- **Zendesk for Customer Service:** Recent reviews mention integration with Asana and Google Chat, but no all-time integration mention exceeds the publish floor.
- **Agentforce Service...:** 1,100+ G2 reviews mention its Slack integration, and 314 all-time reviews cite Salesforce integration, with additional recent mentions of Google Drive and WhatsApp.



### How do Zendesk for Customer Service and Agentforce Service... compare on customer support?

Zendesk for Customer Service and Agentforce Service... are rated nearly equally on Quality of Support, with Zendesk for Customer Service at 8.4 and Agentforce Service... at 8.3.

- **Zendesk for Customer Service:** Reviewers frequently praise the support team's responsiveness and helpfulness, though some note slow response times for complex issues.
- **Agentforce Service...:** Many reviewers highlight strong support resources and helpful onboarding, but some mention slow response times for non-urgent tickets and the need for technical expertise for advanced issues.



### Which is easier to implement, Zendesk for Customer Service or Agentforce Service...?

Zendesk for Customer Service and Agentforce Service... score within a tenth of a point on Ease of Setup, with Zendesk for Customer Service at 8.0 and Agentforce Service... at 7.9.

- **Zendesk for Customer Service:** Reviewers describe the initial setup as straightforward for basic workflows, but note a learning curve and complexity for advanced configurations.
- **Agentforce Service...:** Reviewers report that setup is easy for standard use cases, but advanced customization and onboarding can be complex and require technical expertise.



### Which product has better Tickets?

Zendesk for Customer Service and Agentforce Service... both deliver strong ticket management capabilities, with Zendesk for Customer Service noted for its intuitive workflows and Agentforce Service... for its automation and centralized case view.

- **Zendesk for Customer Service:** Case Management (176 all-time mentions), strong ticket tracking, automation, and omnichannel support cited in recent reviews.
- **Agentforce Service...:** Centralized information (433 all-time mentions), automation, and AI-driven case routing highlighted in recent reviews.



| | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,358 | 7,063 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $19.00 1 user per month billed annually | 

---
## 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 for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.6 (5234 reviews) | 
  | **Ease of Use** | 8.4 (5484 reviews) | 8.6 (5503 reviews) | 
  | **Ease of Setup** | 7.9 (4237 reviews) | 8.0 (3367 reviews) | 
  | **Ease of Admin** | 8.2 (1563 reviews) | 8.2 (3163 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.4 (5050 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1544 reviews) | 8.4 (3086 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2800 reviews) | 8.0 (4882 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 for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

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

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Call & Contact Center

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

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Collaboration & Productivity

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

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **To-Do List** | Not enough data | Not enough data | 
| **@mentions** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Brainstorming** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **File Transfer** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Real Time Editing** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **Discussions/Forums** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 117 |

#### Dashboard

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (71 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1734 |
| **Zendesk for Customer Service** | 8.6/10 | 3824 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 8.8 (2609 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1227 reviews) ✓ Verified | 8.7 (2658 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1280 reviews) ✓ Verified | 8.5 (2608 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1187 reviews) ✓ Verified | 8.4 (2415 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (984 reviews) | 8.2 (1945 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1168 reviews) ✓ Verified | 8.4 (2413 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | 8.6 (2433 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1075 reviews) ✓ Verified | 8.3 (1879 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | 9.6 (9 reviews) | 
| **Knowledge Base Management** | Not enough data | 9.4 (9 reviews) | 
| **Ticket Management** | Not enough data | 9.5 (19 reviews) | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | 10.0 (14 reviews) | 
| **Support Ticket Management** | Not enough data | 10.0 (9 reviews) | 
| **Email Management** | Not enough data | 9.2 (6 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (180 reviews) | 7.7 (393 reviews) | 
| **AI Text Summarization** | 7.7 (179 reviews) | 7.6 (387 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | 7.8 (251 reviews) | 
| **Natural Language Interaction** | 8.5 (66 reviews) | 7.9 (246 reviews) | 
| **Proactive Assistance** | 8.5 (70 reviews) | 8.0 (248 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | 8.5 (2073 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | 8.8 (2367 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (863 reviews) | 8.4 (1767 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (809 reviews) ✓ Verified | 8.0 (1439 reviews) ✓ Verified | 
| **Voice** | 8.1 (769 reviews) | 8.0 (1346 reviews) ✓ Verified | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 8.4 (824 reviews) ✓ Verified | 8.0 (1792 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | 8.3 (1971 reviews) ✓ Verified | 
| **Third-Party Integrations** | 8.3 (651 reviews) ✓ Verified | 8.2 (1811 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 7.9 (2423 reviews) ✓ Verified | 
| **Activity Dashboard** | 8.3 (1184 reviews) ✓ Verified | 8.0 (2439 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | 7.0 (5 reviews) | 
| **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 | 10.0 (7 reviews) | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | 10.0 (8 reviews) | 
| **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 | 10.0 (9 reviews) | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | 10.0 (7 reviews) | 
| **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 | 8.0 (5 reviews) | 
| **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 Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Administration

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

#### Knowledge Management

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

#### Compliance

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

#### Customer Support

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

#### Data Security

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

#### Administration

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

#### Generative AI

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

### Customer Communications Management

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

#### Channels

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

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (117 reviews) | Not enough data | 
| **Create Content** | 8.0 (118 reviews) | Not enough data | 
| **Personalization** | 8.3 (121 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (120 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (114 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.5 (112 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (111 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 Service (formerly Salesforce Service Cloud)** | 8.3/10 | 217 |
| **Zendesk for Customer Service** | 8.0/10 | 894 |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | 8.6 (204 reviews) | 8.3 (665 reviews) | 
| **Supporting Documents** | 8.6 (207 reviews) | 8.3 (662 reviews) | 
| **Two-Way Communication** | 8.7 (205 reviews) | 8.4 (637 reviews) | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (205 reviews) | 8.3 (587 reviews) | 
| **Trend Analysis** | 8.3 (198 reviews) | 7.9 (562 reviews) | 
| **Performance Monitoring** | 8.6 (203 reviews) | 8.2 (646 reviews) | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.6 (179 reviews) | 7.3 (176 reviews) | 
| **AI Text Summarization** | 7.6 (180 reviews) | 7.2 (175 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 422 |

#### Productivity Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (346 reviews) | 

#### Analytics

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (305 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (293 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### Contact Center Quality Assurance

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

#### Quality Assurance

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

#### Engagement

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

#### Performance

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

#### Generative AI

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

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | Not enough data | 
| **Social** | 7.3 (269 reviews) | Not enough data | 
| **Live 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) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Call Routing** | 7.9 (270 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (268 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (258 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 (260 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (262 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.3 (7 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Session Summary Notes** | 7.9 (257 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 614 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (446 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Surveys** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Pre-Configured Bot** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Query Suggestions** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center Workforce

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

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Agent Availability** | 7.9 (57 reviews) | Not enough data | 
| **Skills Management** | 7.9 (56 reviews) | Not enough data | 
| **Shift Scheduling** | 7.4 (56 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (55 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (55 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automation** | 8.2 (58 reviews) | Not enough data | 
| **Productivity Analysis** | 8.3 (56 reviews) | Not enough data | 
| **Dashboards** | 8.4 (56 reviews) | Not enough data | 
| **Labor Forecasting** | 7.6 (54 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (54 reviews) | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 8.6 (104 reviews) | 8.1 (861 reviews) | 
| **Omnichannel** | 8.7 (103 reviews) | 8.3 (718 reviews) | 
| **Contextual Engagement** | 8.1 (99 reviews) | 8.2 (681 reviews) | 
| **Proactive Engagement** | 8.2 (105 reviews) | 8.2 (748 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 8.2 (102 reviews) | 8.1 (711 reviews) | 
| **Seamless Escalation** | 8.1 (99 reviews) | 8.3 (756 reviews) | 
| **Transcripts** | 8.1 (102 reviews) | 8.4 (717 reviews) | 
| **Self-Serve Support** | 8.0 (100 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (96 reviews) | 7.8 (202 reviews) | 
| **AI Text Summarization** | 7.5 (95 reviews) | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 183 |
| **Zendesk for Customer Service** | 7.9/10 | 118 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Text** | 8.4 (147 reviews) | 8.1 (83 reviews) | 
| **Speech** | 8.0 (143 reviews) | 7.6 (76 reviews) | 
| **Knowledge Base** | 8.2 (145 reviews) | 8.1 (85 reviews) | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | 8.1 (85 reviews) | 
| **Customization** | 8.2 (148 reviews) | 8.2 (82 reviews) | 
| **Intelligent Routing** | 8.2 (149 reviews) | 8.0 (82 reviews) | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | 7.6 (142 reviews) | 7.8 (81 reviews) | 
| **Language** | 7.7 (140 reviews) | 7.6 (79 reviews) | 
| **Conversational AI** | 7.5 (139 reviews) | 7.6 (85 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 Service (formerly Salesforce Service Cloud)** | 8.2/10 | 1014 |
| **Zendesk for Customer Service** | 8.3/10 | 2703 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (108 reviews) | Feature Not Available | 
| **AI Text Summarization** | 7.8 (109 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.7 (108 reviews) | Feature Not Available | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (311 reviews) ✓ Verified | 8.6 (951 reviews) ✓ Verified | 
| **Notifications** | 8.6 (330 reviews) ✓ Verified | 8.4 (965 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (277 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 8.5 (279 reviews) ✓ Verified | 8.5 (736 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (160 reviews) | 8.0 (519 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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.4 (824 reviews) ✓ Verified | 8.0 (1792 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (296 reviews) ✓ Verified | 8.5 (847 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (288 reviews) ✓ Verified | 8.1 (648 reviews) | 
| **Knowledge Base** | 8.4 (320 reviews) ✓ Verified | 8.5 (898 reviews) | 
| **Team Inbox ** | 8.5 (291 reviews) ✓ Verified | 8.6 (828 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (324 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 Service (formerly Salesforce Service Cloud)** | 8.3/10 | 738 |
| **Zendesk for Customer Service** | 8.2/10 | 1795 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.2 (126 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (595 reviews) | 8.5 (1533 reviews) | 
| **Searchable Articles** | 8.3 (578 reviews) | 8.5 (1445 reviews) | 
| **Community Forums** | 8.3 (527 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.0 (214 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 8.4 (225 reviews) | 8.0 (781 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.4 (224 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.6 (233 reviews) | 8.2 (852 reviews) | 
| **Artificial Intelligence** | 7.6 (203 reviews) | 7.7 (679 reviews) | 
| **Integrations** | 8.5 (218 reviews) | 8.2 (815 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (6 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.3 (6 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.8 (7 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.6 (6 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 8.3 (6 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 8.9 (6 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.6 (6 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 340 |
| **Zendesk for Customer Service** | 8.4/10 | 842 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (55 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 8.1 (55 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 8.6 (244 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 8.6 (264 reviews) | 9.1 (744 reviews) | 
| **Macros** | 8.3 (225 reviews) | 8.8 (694 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 8.8 (274 reviews) | 9.0 (743 reviews) | 
| **Social** | 8.4 (248 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 8.5 (231 reviews) | 8.7 (565 reviews) | 
| **Phone** | 8.6 (232 reviews) | 8.2 (486 reviews) | 
| **Text** | 8.6 (214 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 8.6 (230 reviews) | 8.1 (540 reviews) | 
| **Reporting** | 8.8 (266 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 8.5 (205 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 8.7 (252 reviews) | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 88 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (80 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 7.9 (81 reviews) | 7.7 (66 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Brand Design Consistency** | 8.6 (29 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (29 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (29 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (29 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (29 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (28 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (29 reviews) | Not enough data | 
| **Real-Time Action** | 8.5 (28 reviews) | Not enough data | 
| **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 Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Security** | 9.0 (29 reviews) | Not enough data | 
| **System Monitoring** | 8.6 (28 reviews) | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **GPS** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Conversational Commerce Platforms

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

#### Conversational AI - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.7/10 | 27 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.7 (20 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Activity Dashboard** | Not enough data | 8.8 (11 reviews) | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Goal Management** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Action Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Benefits Dashboard** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Orientation Workflow Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Assessment Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Third-Party Integration** | Not enough data | Not enough data | 
| **Initiative Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Community Management** | Not enough data | Not enough data | 
| **Employee Referral Management** | Not enough data | Not enough data | 
| **Candidate Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Advertising Management** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Discount Management** | Not enough data | Not enough data | 
| **Pipeline Management** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Compensation Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Job Application Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Competency Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Evaluation Management** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 
| **Budgeting/Forecasting** | Not enough data | Not enough data | 
| **Automated Scheduling** | Not enough data | Not enough data | 
| **Employee Scheduling** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Timesheet Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Sick Leave Tracking** | Not enough data | Not enough data | 
| **Vacation/Leave Tracking** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Shift Swapping** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Time Off Requests** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Employee Onboarding** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Time & Attendance** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Clock In/Out** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 18.7% | 40.8% | 
| **Mid-Market** | 42.8% | 45.8% | 
| **Enterprise** | 38.5% | 13.4% | 

### By Industry

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

- **Information Technology and Services:** 11.4%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 49.0%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.8%
- **Retail:** 5.1%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## 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 (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 (7910 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 (3769 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 (1565 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (566 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)

### Alternatives to Zendesk for Customer Service

- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2510 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3769 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (581 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2599 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (495 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 for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

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