# 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 interface, with many users appreciating its minimalist design. This aesthetic appeal, combined with its ability to streamline customer queries, makes it a favorite for those looking to enhance their customer support experience.
- **Users say** that Agentforce Service (formerly Salesforce Service Cloud) stands out for its powerful AI capabilities, which allow agents to resolve issues more efficiently. Reviewers highlight its ability to automate routine tasks and integrate seamlessly with Salesforce data, making it a robust choice for businesses needing comprehensive support solutions.
- **According to verified reviews** , Zendesk for Customer Service is praised for its centralized platform that consolidates various customer interactions, enabling faster and more efficient responses. This feature is particularly beneficial for teams managing high volumes of tickets and emails.
- **Reviewers mention** that while Agentforce Service offers a high level of configurability, some users find it challenging to navigate its extensive features. However, many appreciate the ease of initial setup, which is often described as seamless, allowing teams to get started quickly.
- **G2 reviewers highlight** that Zendesk's ticketing system is particularly effective, with users noting its high scores in ticket creation and response experiences. This functionality is crucial for teams aiming to improve their customer service efficiency and satisfaction.
- **Users report** that Agentforce Service's ability to provide real-time context during customer interactions significantly enhances the support experience. This feature, combined with its strong performance in various business areas, makes it a versatile tool for organizations looking to integrate sales and support functions.



| | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,326 | 6,872 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (45.6% 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 (1705 reviews)
- Features (1497 reviews)

Cons:
- Complexity (912 reviews)
- Learning Curve (787 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (532 reviews)
- Features (402 reviews)

Cons:
- Missing Features (217 reviews)
- Learning Curve (183 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2844 reviews) | 8.6 (5200 reviews) | 
  | **Ease of Use** | 8.4 (5456 reviews) | 8.6 (5312 reviews) | 
  | **Ease of Setup** | 7.9 (4210 reviews) | 8.0 (3264 reviews) | 
  | **Ease of Admin** | 8.2 (1559 reviews) | 8.2 (3132 reviews) | 
  | **Quality of Support** | 8.3 (2620 reviews) | 8.4 (4938 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1540 reviews) | 8.4 (3056 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2793 reviews) | 8.0 (4851 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 7 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1721 |
| **Zendesk for Customer Service** | 8.2/10 | 3629 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1214 reviews) ✓ Verified | 8.8 (2584 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1225 reviews) ✓ Verified | 8.7 (2618 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1275 reviews) ✓ Verified | 8.5 (2548 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1183 reviews) ✓ Verified | 8.4 (2375 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (984 reviews) | 8.2 (1934 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1169 reviews) ✓ Verified | 8.4 (2410 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | 8.6 (2412 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.5 (1070 reviews) ✓ Verified | 8.3 (1869 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 7.6 (388 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 7.6 (386 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (76 reviews) | 7.8 (246 reviews) | 
| **Natural Language Interaction** | 8.5 (68 reviews) | 7.9 (244 reviews) | 
| **Proactive Assistance** | 8.5 (70 reviews) | 8.0 (246 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | 8.5 (2070 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | 8.8 (2338 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (863 reviews) | 8.4 (1750 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (810 reviews) ✓ Verified | 8.0 (1436 reviews) ✓ Verified | 
| **Voice** | 8.1 (770 reviews) | 8.0 (1329 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.8 (557 reviews) ✓ Verified | 7.7 (1391 reviews) ✓ Verified | 
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 8.0 (1781 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (702 reviews) ✓ Verified | 8.3 (1958 reviews) ✓ Verified | 
| **Integration** | 8.3 (642 reviews) ✓ Verified | 8.2 (1769 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1161 reviews) ✓ Verified | 7.9 (2371 reviews) ✓ Verified | 
| **Dashboards** | 8.2 (1178 reviews) ✓ Verified | 8.0 (2420 reviews) ✓ Verified | 

### 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 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 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 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 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 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **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 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (118 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (121 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 217 |
| **Zendesk for Customer Service** | 8.0/10 | 888 |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | 8.3 (664 reviews) | 
| **Supporting Documents** | 8.6 (208 reviews) | 8.3 (661 reviews) | 
| **Two-Way Communication** | 8.7 (206 reviews) | 8.4 (634 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | 8.3 (587 reviews) | 
| **Trend Analysis** | 8.3 (199 reviews) | 7.9 (562 reviews) | 
| **Performance Monitoring** | 8.6 (203 reviews) | 8.2 (643 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | 7.3 (176 reviews) | 
| **AI Text Summarization** | 7.6 (181 reviews) | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 411 |

#### Productivity Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (323 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (311 reviews) | 
| **Workflows** | Not enough data | 8.4 (303 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (343 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 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 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 | 81 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

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

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 |
| **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** | 7.4 (270 reviews) | Not enough data | 
| **Web Chat** | 7.9 (276 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (267 reviews) | Not enough data | 
| **Email** | 8.8 (283 reviews) | Not enough data | 

#### Generative AI

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (269 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (259 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (256 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (257 reviews) | Not enough data | 
| **IVR** | 7.2 (261 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.0 (261 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | 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** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | 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** | 8.5 (260 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 85 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (62 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.4 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.5 (25 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.8 (25 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (67 reviews) | 
| **Integration** | Not enough data | 8.2 (65 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.4 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (24 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (25 reviews) | 
| **Task Execution** | Not enough data | 7.4 (26 reviews) | 
| **Problem Solving** | Not enough data | 7.5 (26 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (31 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (30 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 610 |

#### 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 (464 reviews) | 
| **Route To Human** | Not enough data | 8.3 (446 reviews) | 
| **Menu bars** | Not enough data | 8.1 (445 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (354 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 (462 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 (454 reviews) | 

#### 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 | 8.2 (110 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **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 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Zendesk for Customer Service** | 8.1/10 | 1091 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.1 (861 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 8.3 (716 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 8.2 (682 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 8.2 (748 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 8.1 (712 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 8.3 (757 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 8.4 (716 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.1 (788 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 7.8 (203 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | 7.8 (202 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 197 |

#### 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 | 9.0 (170 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 | 175 |
| **Zendesk for Customer Service** | 7.9/10 | 112 |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | 8.1 (84 reviews) | 
| **Speech** | 8.0 (144 reviews) | 7.5 (76 reviews) | 
| **Knowledge Base** | 8.2 (145 reviews) | 8.1 (85 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | 8.1 (85 reviews) | 
| **Customization** | 8.2 (148 reviews) | 8.2 (83 reviews) | 
| **Intelligent Routing** | 8.1 (148 reviews) | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | 7.8 (81 reviews) | 
| **Language** | 7.7 (140 reviews) | 7.6 (80 reviews) | 
| **Conversational AI** | 7.5 (140 reviews) | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1010 |
| **Zendesk for Customer Service** | 8.3/10 | 2682 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Feature Not Available | 
| **AI Text Summarization** | 7.8 (111 reviews) | 7.9 (206 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Feature Not Available | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.5 (964 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.1 (719 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.5 (736 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.0 (520 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.3 (822 reviews) ✓ Verified | 8.0 (1781 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.5 (847 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.1 (649 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.5 (897 reviews) | 
| **Team Inbox ** | 8.5 (292 reviews) ✓ Verified | 8.6 (826 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.3 (847 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 735 |
| **Zendesk for Customer Service** | 8.2/10 | 1764 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.5 (1512 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.5 (1441 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.7 (647 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.0 (779 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.2 (846 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.7 (665 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.2 (813 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 8.6 (61 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Zendesk for Customer Service** | 8.4/10 | 840 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.1 (743 reviews) | 
| **Macros** | 8.3 (227 reviews) | 8.8 (692 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.0 (742 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 8.7 (565 reviews) | 
| **Phone** | 8.6 (234 reviews) | 8.2 (486 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.1 (539 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 8.7 (666 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **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 (81 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 8.0 (82 reviews) | 7.7 (66 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **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 | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | 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 Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 104 |

#### 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 (71 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (70 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (69 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 (69 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (70 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (69 reviews) | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (72 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) | 

### 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** | 9.3/10 | 19 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 9.4 (12 reviews) | 
| **Integration APIs** | Not enough data | 9.1 (13 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Performance** | Not enough data | 8.8 (10 reviews) | 
| **Mobility** | Not enough data | 9.0 (7 reviews) | 
| **Reporting** | Not enough data | 9.2 (8 reviews) | 
| **Dashboards** | Not enough data | 8.7 (10 reviews) | 

#### 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 | 

---
## Categories
**Shared Categories (8):** [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), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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 (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [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% | 41.1% | 
| **Mid-Market** | 42.8% | 45.6% | 
| **Enterprise** | 38.5% | 13.3% | 

### 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:** 48.9%

#### Zendesk for Customer Service

- **Computer Software:** 14.2%
- **Information Technology and Services:** 12.7%
- **Financial Services:** 5.8%
- **Retail:** 4.9%
- **Consumer Services:** 4.4%
- **Internet:** 3.6%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.0%

---
## Alternatives

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

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (735 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7579 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3741 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1543 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (554 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1904 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3741 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2461 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (558 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 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, 1 upvote
  > **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)