Compare Salesforce Service Cloud Software and Zoho Desk 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
$0.00
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,233)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansZoho Desk
Star Rating
(7,467)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user-friendliness, with many users appreciating its drag-and-drop interface that significantly enhances productivity. One user noted that it saves them hours each week, highlighting the software's intuitive design and speed without lag.
- Users say that Agentforce Service (formerly Salesforce Service Cloud) stands out for its powerful AI capabilities, which allow agents to resolve issues with greater accuracy. Reviewers have praised its ability to automate routine tasks and integrate seamlessly with Salesforce data, making it a robust choice for businesses looking for comprehensive support solutions.
- According to verified reviews, Zoho Desk offers a variety of options for managing tickets, such as linking and holding tickets, which helps users organize their workflows effectively. This flexibility is particularly appreciated by users who manage multiple threads, allowing for better communication and task management.
- Reviewers mention that Agentforce Service provides a seamless initial setup experience, making it easy for users to get started. Many users have highlighted how this ease of implementation contributes to a smoother transition and quicker adoption within their teams.
- G2 reviewers report that while Zoho Desk is particularly favored by small businesses, it still meets the needs of its users effectively, with a high satisfaction score. Users have noted that it is helpful for organizing company systems, making it a solid choice for smaller teams looking for an affordable solution.
- Users say that Agentforce Service is highly configurable, which allows businesses to tailor the platform to their specific needs. This adaptability is a significant advantage for mid-market companies that require a more customized approach to customer service management.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
2,803
8.7
5,986
Ease of Use
8.4
5,391
8.5
6,066
Ease of Setup
7.9
4,146
8.1
5,339
Ease of Admin
8.2
1,536
8.3
4,932
Quality of Support
8.3
2,578
8.3
5,380
Has the product been a good partner in doing business?
8.7
1,517
8.4
4,459
Product Direction (% positive)
8.3
2,757
8.9
5,732
Features by Category
Ticket and Case Management
8.5
1213
|
Verified
8.6
3448
|
Verified
8.4
1208
|
Verified
8.5
3358
|
Verified
8.3
1252
|
Verified
8.3
3167
|
Verified
8.3
1163
|
Verified
8.3
2952
|
Verified
8.1
985
8.2
2681
|
Verified
7.9
1171
|
Verified
8.4
2918
|
Verified
8.3
1153
|
Verified
8.5
2937
|
Verified
8.5
1049
|
Verified
8.3
2527
|
Verified
Generative AI
7.7
180
7.4
968
7.6
179
7.4
954
Agentic AI - Help Desk
8.3
60
7.1
358
8.4
58
7.2
361
8.3
61
7.2
359
Communication Channels
8.4
1024
|
Verified
8.3
2878
|
Verified
8.6
1211
|
Verified
8.6
3120
|
Verified
8.1
854
8.2
2420
|
Verified
8.0
810
|
Verified
8.0
2165
|
Verified
8.1
769
7.8
1924
|
Verified
Platform
7.8
555
|
Verified
8.1
2306
|
Verified
8.3
819
|
Verified
8.2
2751
|
Verified
8.6
695
|
Verified
8.4
2853
|
Verified
8.3
621
|
Verified
8.2
2323
|
Verified
8.2
1150
|
Verified
8.2
2836
|
Verified
8.2
1168
|
Verified
8.4
2980
|
Verified
Administration
8.8
229
8.2
345
8.8
228
8.2
343
8.7
225
8.4
346
Knowledge Management
8.8
220
8.6
325
8.6
212
8.2
316
8.5
210
8.2
322
Compliance
8.7
228
8.4
338
8.7
225
8.3
335
8.6
225
8.2
337
8.6
222
8.1
335
Customer Support
8.1
211
8.2
311
8.2
204
8.2
312
8.0
193
8.0
310
Data Security
8.6
217
8.1
337
8.7
218
8.1
331
9.0
219
8.4
335
9.1
219
8.4
333
Administration
8.6
210
8.1
313
8.9
211
8.4
315
8.9
215
8.5
313
Generative AI
7.5
149
7.6
248
Channels
8.5
122
8.2
580
8.3
119
8.0
557
7.6
118
Feature Not Available
Design
8.4
116
7.9
546
8.0
116
7.7
555
8.3
119
8.1
552
8.4
119
8.1
548
8.5
115
8.1
532
Generative AI
7.5
112
7.5
427
7.6
111
7.5
420
Usability
8.6
204
8.3
448
8.6
207
8.3
442
8.7
205
8.3
434
Reporting
8.7
204
8.3
431
8.3
198
8.2
416
8.6
201
8.3
423
Generative AI
7.6
179
7.7
329
7.6
180
7.8
324
Quality Assurance
8.8
70
Not enough data
8.7
67
Not enough data
8.7
69
Not enough data
Engagement
8.8
68
Not enough data
8.8
68
Not enough data
8.8
68
Not enough data
Performance
8.7
69
Not enough data
8.8
68
Not enough data
Generative AI
7.7
59
Not enough data
8.0
60
Not enough data
Channels
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Not enough data
Generative AI
7.0
217
Not enough data
Functions
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Not enough data
Agentic AI - Contact Center
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Not enough data
Administrative
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Not enough data
Workforce Management
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
104
Not enough data
Support Automation
8.1
102
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Customer Support
8.3
144
Not enough data
7.9
139
Not enough data
8.2
139
Not enough data
Automation
8.2
143
Not enough data
8.2
143
Not enough data
8.1
143
Not enough data
Artificial Intelligence
7.6
138
Not enough data
7.7
137
Not enough data
7.4
134
Not enough data
Generative AI
7.8
108
7.9
175
7.7
107
8.0
177
7.7
108
Feature Not Available
Communication
8.5
310
|
Verified
8.8
718
|
Verified
8.6
329
|
Verified
8.7
759
|
Verified
8.4
275
|
Verified
8.6
658
8.5
277
|
Verified
8.6
631
|
Verified
7.8
160
8.3
355
Internal Use
8.3
819
|
Verified
8.2
2751
|
Verified
8.3
296
|
Verified
Feature Not Available
8.5
288
|
Verified
8.4
455
8.4
318
|
Verified
8.7
714
|
Verified
8.5
289
|
Verified
8.6
692
|
Verified
8.7
323
|
Verified
8.6
707
|
Verified
Generative AI
7.3
127
7.7
423
Self-Service Experience
8.6
594
8.5
1514
8.3
579
8.4
1472
8.3
528
8.1
1279
8.0
214
8.1
772
8.4
224
8.2
817
Self-Service Platform
8.4
223
8.3
843
8.6
229
8.3
819
7.6
199
7.8
732
8.5
215
8.2
767
Agentic AI - Customer Self-Service
8.6
7
7.7
79
8.6
7
7.7
80
8.6
7
7.9
79
8.8
7
7.8
84
8.6
7
7.8
82
9.0
7
7.8
80
8.8
7
7.7
83
Generative AI
7.9
54
8.2(won by 0.3)
119
8.0
54
8.1(won by 0.1)
117
Process
8.6
244
8.7(won by 0.1)
491
8.6
264
9.0(won by 0.4)
638
8.3
225
8.5(won by 0.2)
490
Channels
8.8
273
9.0(won by 0.2)
627
8.4
248
8.5(won by 0.1)
545
8.5
231
8.7(won by 0.2)
516
8.6(tied score)
232
8.6(tied score)
459
8.6
214
8.8(won by 0.2)
485
Insight
8.6
230
8.7(won by 0.1)
494
8.8
265
8.9(won by 0.1)
546
8.5
204
8.8(won by 0.3)
516
8.7
252
9.0(won by 0.3)
591
Generative AI
8.0
80
7.7
186
7.9
81
7.7
185
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Contact Center Quality Assurance, Conversational Support, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Service Automation
Zoho Desk is categorized as AI Customer Support Agents and Google Workspace for Sales
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.8%
Information Technology and Services
17.8%
Computer Software
10.8%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
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...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
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...Read more
Where do I find training VDO?
3 Comments
EE
They have a lot of videos right here https://www.youtube.com/user/zoho
You should be able to find the video you need on youtube.Read more
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