# Agentforce Service (formerly Salesforce Service Cloud) vs Zoho Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zoho Desk excels in providing a comprehensive solution for managing customer interactions, with users appreciating its ability to connect with vendors and customers seamlessly. One user highlighted the feature that allows marking items as pending, which helps in organizing tasks related to various stakeholders.
- **Users say** that Agentforce Service (formerly Salesforce Service Cloud) stands out for its user-friendly interface and robust automation capabilities. Reviewers noted that the platform significantly improves team productivity by centralizing customer data and automating case management, which allows for faster and more consistent support.
- **According to verified reviews** , Zoho Desk shines in its automation of repetitive tasks, with users praising its ability to automatically route tickets and apply priorities based on predefined rules. This feature has been described as a major win for teams looking to streamline their workflow.
- **Reviewers mention** that while Agentforce Service offers a detailed dashboard and case management features, some users feel that it may not be as flexible as Zoho Desk when it comes to modifying workflows. This flexibility in Zoho Desk allows users to adapt their processes more easily to meet changing needs.
- **G2 reviewers highlight** that Zoho Desk's live chat feature is particularly well-received, providing a direct line of communication that enhances customer engagement. Users appreciate the ease of use and the ability to manage multiple conversations simultaneously.
- **Users report** that both platforms provide quality support, but Agentforce Service has a slight edge in terms of overall satisfaction with its customer service. Reviewers noted that the centralized view of customer interactions in Agentforce Service helps teams stay organized and respond more effectively to customer inquiries.



| | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,333 | 7,616 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (72.8% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $0.00 | 

---
## 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)

### Zoho Desk

Pros:
- Ease of Use (622 reviews)
- Features (462 reviews)

Cons:
- Learning Curve (297 reviews)
- Steep Learning Curve (211 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2849 reviews) | 8.7 (6125 reviews) | 
  | **Ease of Use** | 8.4 (5462 reviews) | 8.5 (6206 reviews) | 
  | **Ease of Setup** | 7.9 (4215 reviews) | 8.1 (5477 reviews) | 
  | **Ease of Admin** | 8.2 (1560 reviews) | 8.3 (4932 reviews) | 
  | **Quality of Support** | 8.3 (2625 reviews) | 8.3 (5511 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1541 reviews) | 8.4 (4460 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2797 reviews) | 8.9 (5844 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

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1728 |
| **Zoho Desk** | 8.1/10 | 4363 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1216 reviews) ✓ Verified | 8.7 (3493 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1228 reviews) ✓ Verified | 8.5 (3387 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1279 reviews) ✓ Verified | 8.4 (3216 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1185 reviews) ✓ Verified | 8.3 (2969 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (985 reviews) | 8.2 (2696 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.4 (2918 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (1157 reviews) ✓ Verified | 8.5 (2951 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (1073 reviews) ✓ Verified | 8.3 (2532 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | 7.4 (972 reviews) | 
| **AI Text Summarization** | 7.7 (181 reviews) | 7.4 (953 reviews) | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (76 reviews) | 7.1 (359 reviews) | 
| **Natural Language Interaction** | 8.5 (68 reviews) | 7.2 (362 reviews) | 
| **Proactive Assistance** | 8.5 (71 reviews) | 7.2 (359 reviews) | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Customer Portal** | 8.4 (1027 reviews) ✓ Verified | 8.3 (2882 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | 8.6 (3137 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (865 reviews) | 8.2 (2424 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 8.0 (2164 reviews) ✓ Verified | 
| **Voice** | 8.1 (771 reviews) | 7.8 (1930 reviews) ✓ Verified | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | 7.8 (558 reviews) ✓ Verified | 8.1 (2307 reviews) ✓ Verified | 
| **Customization ** | 8.3 (823 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (704 reviews) ✓ Verified | 8.4 (2863 reviews) ✓ Verified | 
| **Integration** | 8.3 (646 reviews) ✓ Verified | 8.2 (2374 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1165 reviews) ✓ Verified | 8.3 (2855 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1182 reviews) ✓ Verified | 8.4 (2989 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Zoho Desk** | 8.2/10 | 377 |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | 8.2 (344 reviews) | 
| **Data Workflows** | 8.8 (231 reviews) | 8.2 (342 reviews) | 
| **Issue Management** | 8.7 (229 reviews) | 8.4 (346 reviews) | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | 8.6 (325 reviews) | 
| **Publishing Workflows** | 8.6 (215 reviews) | 8.2 (316 reviews) | 
| **Analytics** | 8.5 (214 reviews) | 8.2 (322 reviews) | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | 8.3 (337 reviews) | 
| **Data Governance** | 8.7 (229 reviews) | 8.3 (334 reviews) | 
| **Compliance** | 8.6 (229 reviews) | 8.2 (336 reviews) | 
| **Auditing** | 8.6 (226 reviews) | 8.1 (334 reviews) | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | 8.2 (311 reviews) | 
| **Suggestions** | 8.2 (208 reviews) | 8.2 (312 reviews) | 
| **Decision Trees** | 8.0 (197 reviews) | 8.0 (310 reviews) | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | 8.1 (336 reviews) | 
| **Data Transport** | 8.7 (222 reviews) | 8.1 (330 reviews) | 
| **Access Management** | 9.0 (222 reviews) | 8.4 (335 reviews) | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | 8.4 (333 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | 8.4 (315 reviews) | 
| **Performance and Reliability** | 8.9 (220 reviews) | 8.5 (313 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (129 reviews) | 8.2 (579 reviews) | 
| **Open Listening** | 8.4 (120 reviews) | 8.0 (558 reviews) | 
| **Physical Media** | 7.6 (119 reviews) | Feature Not Available | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | 7.9 (547 reviews) | 
| **Create Content** | 8.0 (119 reviews) | 7.7 (556 reviews) | 
| **Personalization** | 8.3 (122 reviews) | 8.1 (554 reviews) | 
| **Inbound Identification** | 8.4 (121 reviews) | 8.1 (550 reviews) | 
| **Regulatory Compliance** | 8.5 (116 reviews) | 8.1 (533 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | 7.5 (428 reviews) | 
| **AI Text Summarization** | 7.6 (112 reviews) | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | 8.3 (448 reviews) | 
| **Supporting Documents** | 8.6 (208 reviews) | 8.3 (442 reviews) | 
| **Two-Way Communication** | 8.7 (206 reviews) | 8.3 (434 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | 8.3 (431 reviews) | 
| **Trend Analysis** | 8.3 (199 reviews) | 8.2 (416 reviews) | 
| **Performance Monitoring** | 8.6 (204 reviews) | 8.3 (423 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | 7.7 (329 reviews) | 
| **AI Text Summarization** | 7.6 (181 reviews) | 7.8 (324 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Zoho Desk** | N/A | N/A |

#### Quality Assurance

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

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **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) | Zoho Desk | 
|---|---|---|
| **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) | Zoho Desk | 
|---|---|---|
| **Session Summary Notes** | 7.9 (257 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.5 (260 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### Contact Center Workforce

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

#### Workforce Management

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

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | Not enough data | 

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 175 |
| **Zoho Desk** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (145 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Ticket Resolution** | 8.3 (153 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1012 |
| **Zoho Desk** | 8.5/10 | 3382 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | 7.9 (175 reviews) | 
| **AI Text Summarization** | 7.8 (111 reviews) | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Feature Not Available | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.8 (719 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.7 (760 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.6 (659 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.6 (632 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.3 (356 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Customization ** | 8.3 (823 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Feature Not Available | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.4 (455 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.7 (714 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 8.7 (693 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.6 (707 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Zoho Desk** | 8.0/10 | 1875 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.5 (1513 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.1 (1277 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.1 (770 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | 8.3 (841 reviews) | 
| **Automation** | 8.6 (234 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | 7.7 (79 reviews) | 
| **Multi-step Planning** | 8.5 (8 reviews) | 7.7 (80 reviews) | 
| **Cross-system Integration** | 8.9 (9 reviews) | 7.9 (79 reviews) | 
| **Adaptive Learning** | 8.8 (8 reviews) | 7.8 (84 reviews) | 
| **Natural Language Interaction** | 8.8 (8 reviews) | 7.8 (82 reviews) | 
| **Proactive Assistance** | 8.8 (8 reviews) | 7.8 (80 reviews) | 
| **Decision Making** | 8.8 (8 reviews) | 7.8 (85 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | 8.2 (121 reviews) | 
| **AI Text Summarization** | 8.1 (56 reviews) | 8.1 (118 reviews) | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 8.7 (491 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 9.0 (638 reviews) | 
| **Macros** | 8.3 (227 reviews) | 8.5 (490 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 9.0 (627 reviews) | 
| **Social** | 8.4 (250 reviews) | 8.5 (545 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 8.7 (516 reviews) | 
| **Phone** | 8.6 (234 reviews) | 8.6 (459 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.8 (485 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.7 (494 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.9 (546 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 8.8 (516 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | 8.0 (82 reviews) | 7.7 (185 reviews) | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

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

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (8):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [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), [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)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (6):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [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), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Zoho Desk (2):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Zoho Desk | 
|---|---|---|
| **Small-Business** | 18.7% | 72.8% | 
| **Mid-Market** | 42.8% | 23.6% | 
| **Enterprise** | 38.5% | 3.6% | 

### By Industry

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

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

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.4%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.7%

---
## 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 (429 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)

### Alternatives to Zoho Desk

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 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..."

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "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."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

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