# Agentforce Service (formerly Salesforce Service Cloud) vs Zoho SalesIQ Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Zoho SalesIQ. Users appreciate its intuitive interface, stating that their teams were able to master the platform quickly with minimal training, which enhances daily operations.
- **Users say** that Agentforce Service offers a more comprehensive feature set for managing customer interactions, particularly with its advanced AI capabilities. Reviewers highlighted the transition from static bots to autonomous AI agents, which allows for contextual responses based on specific Salesforce data, making customer service more efficient.
- **According to verified reviews** , Zoho SalesIQ shines in affordability, especially for small businesses, as it offers a free entry-level option. Users find it easy to set up on their websites, which is a significant advantage for those looking to integrate live chat without a hefty investment.
- **Reviewers mention** that while Zoho SalesIQ is easy to customize, particularly with its Zobot feature for automating lead qualification, it still faces challenges in comparison to Agentforce Service's more robust capabilities. Users noted that while they could reduce support volume by automating FAQs, the overall functionality felt limited for more complex customer service needs.
- **Users highlight** that Agentforce Service provides a more streamlined experience for managing field operations, with features that integrate scheduling and dispatching into a single platform. This capability is particularly beneficial for teams that require efficient coordination of resources.
- **According to recent feedback** , both products offer solid support quality, but Agentforce Service's extensive user base and higher review volume suggest a more established community for troubleshooting and best practices. Users of Zoho SalesIQ appreciate the support but noted that the smaller user community can sometimes limit the availability of shared solutions.



| | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,356 | 256 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (73.8% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | $0.00 3 Operator Per Month | 

---
## 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)

### Zoho SalesIQ

Pros:
- Features (9 reviews)
- Ease of Use (8 reviews)

Cons:
- Learning Curve (3 reviews)
- Complexity (2 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.7 (212 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 8.7 (212 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 8.6 (155 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 8.7 (153 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.3 (199 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 8.9 (147 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.6 (209 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 SalesIQ

#### Entry-Level Pricing

Plan: FREE

Price: $0.00 3 Operator Per Month

Key Features:
- File sharing
- Track and engage with 10K visitors/month
- 100 chat sessions/month

[Browse all 4 editions](https://www.g2.com/products/zoho-salesiq/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Zoho SalesIQ** | N/A | N/A |

#### Ticket and Case Management

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

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

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

#### Communication Channels

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

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.3 (56 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zoho SalesIQ** | 8.7/10 | 20 |

#### Messenger

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Sequencing** | Not enough data | 8.2 (11 reviews) ✓ Verified | 
| **AI** | Not enough data | 8.3 (11 reviews) ✓ Verified | 
| **Live Chat** | Not enough data | 8.9 (15 reviews) ✓ Verified | 
| **Customization Interface** | Not enough data | 8.9 (14 reviews) ✓ Verified | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Social Media** | Not enough data | 8.7 (10 reviews) ✓ Verified | 
| **Website** | Not enough data | 9.3 (12 reviews) ✓ Verified | 
| **Text Message (SMS)** | Not enough data | Feature Not Available | 
| **Voice Assistants** | Not enough data | Feature Not Available | 
| **Other** | Not enough data | 8.3 (9 reviews) ✓ Verified | 

#### Customers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Targeting** | Not enough data | 8.9 (15 reviews) ✓ Verified | 
| **Profiles** | Not enough data | 8.6 (15 reviews) ✓ Verified | 
| **Analytics** | Not enough data | 8.3 (15 reviews) | 
| **Lead Gathering** | Not enough data | 8.8 (15 reviews) ✓ Verified | 
| **Sales Conversion** | Not enough data | 8.9 (15 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

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

### Lead Generation

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

#### Lead Generation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Lead Builder** | Not enough data | Not enough data | 
| **CRM Integration** | Not enough data | Not enough data | 
| **Marketing Automation Integration** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Data Import & Export Tools** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Zoho SalesIQ** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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) | Zoho SalesIQ | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 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) | Zoho SalesIQ | 
|---|---|---|
| **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) | Zoho SalesIQ | 
|---|---|---|
| **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) | Zoho SalesIQ | 
|---|---|---|
| **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) | Zoho SalesIQ | 
|---|---|---|
| **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 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 | 138 |
| **Zoho SalesIQ** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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) | Zoho SalesIQ | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 | 219 |
| **Zoho SalesIQ** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (208 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (206 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

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

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **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 | 315 |
| **Zoho SalesIQ** | N/A | N/A |

#### Channels

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

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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** | 8.1 (263 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | Not enough data | 
| **Session Recording** | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zoho SalesIQ** | 7.9/10 | 17 |

#### Responses

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Customization** | Not enough data | 7.4 (12 reviews) | 
| **Control** | Not enough data | 7.6 (13 reviews) | 
| **Route To Human** | Not enough data | 8.2 (13 reviews) | 
| **Menu bars** | Not enough data | 7.9 (14 reviews) | 
| **Drip sequences** | Not enough data | 8.0 (9 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Live chat** | Not enough data | 8.3 (14 reviews) | 
| **Integrations** | Not enough data | 7.9 (13 reviews) | 
| **Branding** | Not enough data | 7.8 (13 reviews) | 
| **Analytics** | Not enough data | 7.7 (14 reviews) | 
| **A/B testing** | Not enough data | 7.9 (8 reviews) | 
| **Role-based access** | Not enough data | 7.8 (12 reviews) | 
| **Collection of information** | Not enough data | 7.7 (13 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Zoho SalesIQ** | N/A | N/A |

#### Workforce Management

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Zoho SalesIQ** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **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 SalesIQ | 
|---|---|---|
| **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 | 184 |
| **Zoho SalesIQ** | N/A | N/A |

#### Customer Support

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

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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)** | 8.2/10 | 1017 |
| **Zoho SalesIQ** | 8.6/10 | 71 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.1 (59 reviews) ✓ Verified | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.7 (56 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 8.5 (40 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.8 (44 reviews) ✓ Verified | 
| **Co-Browsing** | 7.8 (162 reviews) | Feature Not Available | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.3 (56 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Feature Not Available | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.4 (55 reviews) ✓ Verified | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.3 (43 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | Feature Not Available | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.7 (50 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Zoho SalesIQ** | 7.6/10 | 21 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 7.7 (17 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 7.7 (16 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 7.2 (13 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 7.5 (10 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 8.0 (10 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | 7.5 (10 reviews) | 
| **Automation** | 8.6 (234 reviews) | 7.7 (10 reviews) | 
| **Artificial Intelligence** | 7.7 (204 reviews) | 8.0 (9 reviews) | 
| **Integrations** | 8.5 (217 reviews) | 7.5 (8 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Zoho SalesIQ** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | Not enough data | 
| **Tickets** | 8.6 (266 reviews) | Not enough data | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | Not enough data | 
| **Social** | 8.4 (250 reviews) | Not enough data | 
| **Live Chat** | 8.5 (233 reviews) | Not enough data | 
| **Phone** | 8.6 (234 reviews) | Not enough data | 
| **Text** | 8.6 (216 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | Not enough data | 
| **Reporting** | 8.8 (267 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Zoho SalesIQ** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

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

#### Generative AI

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

### Visitor Identification

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

#### Agentic AI - Visitor Identification

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 

### Lead Scoring

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zoho SalesIQ** | 7.6/10 | 8 |

#### Agentic AI - Lead Scoring

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Attribution

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Lead Opportunity** | Not enough data | 7.7 (8 reviews) | 
| **Lead Assignment** | Not enough data | 7.5 (6 reviews) | 
| **Pipeline Acceleration** | Not enough data | 7.2 (6 reviews) | 

#### Discovery

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Lead Management** | Not enough data | 7.9 (7 reviews) | 
| **Scoring/Ranking** | Not enough data | 8.1 (7 reviews) | 
| **Lead Context** | Not enough data | 7.4 (7 reviews) | 

#### Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Conversion Viability** | Not enough data | 7.5 (6 reviews) | 
| **Workflow** | Not enough data | 7.0 (5 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Data Synchronization** | Not enough data | 7.3 (5 reviews) | 
| **Analysis** | Not enough data | 7.9 (7 reviews) | 

### Sales Coaching

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Zoho SalesIQ** | 7.9/10 | 12 |

#### Agentic AI - Sales Coaching

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **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 | 
| **Decision Making** | Not enough data | Not enough data | 

#### Training

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.0 (10 reviews) ✓ Verified | 
| **Coaching Materials** | Not enough data | 8.1 (9 reviews) ✓ Verified | 
| **Playbook Creation** | Not enough data | Feature Not Available | 
| **Video Record** | Not enough data | Feature Not Available | 

#### Feedback

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Review** | Not enough data | 8.5 (9 reviews) ✓ Verified | 
| **Scorecard** | Not enough data | 7.9 (7 reviews) ✓ Verified | 
| **Coaching Card** | Not enough data | 7.2 (6 reviews) | 
| **Leaderboard** | Not enough data | 7.9 (7 reviews) ✓ Verified | 
| **Real-Time Updates** | Not enough data | Feature Not Available | 
| **Notifications** | Not enough data | Feature Not Available | 
| **Competition** | Not enough data | Feature Not Available | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (12):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-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), [Help Desk Software](https://www.g2.com/categories/help-desk), [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 Zoho SalesIQ (5):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Sales Coaching Software](https://www.g2.com/categories/sales-coaching), [Visitor Identification Software](https://www.g2.com/categories/visitor-identification), [Lead Scoring Software](https://www.g2.com/categories/lead-scoring)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Zoho SalesIQ | 
|---|---|---|
| **Small-Business** | 18.7% | 73.8% | 
| **Mid-Market** | 42.8% | 19.7% | 
| **Enterprise** | 38.5% | 6.4% | 

### By Industry

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

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Zoho SalesIQ

- **Information Technology and Services:** 16.7%
- **Marketing and Advertising:** 8.2%
- **Computer Software:** 6.4%
- **Insurance:** 4.7%
- **Financial Services:** 4.3%
- **Telecommunications:** 4.3%
- **Retail:** 3.9%
- **Internet:** 3.4%
- **Staffing and Recruiting:** 2.6%
- **Consumer Services:** 2.1%
- **Other:** 43.3%

---
## 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 (464 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
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- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3880 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
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- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
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- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Zoho SalesIQ

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- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
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- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) — 4.4/5 stars (14849 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Customers.ai](https://www.g2.com/products/customers-ai/reviews) — 4.8/5 stars (429 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 SalesIQ

No discussions available for this product.

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