# Viva Engage, Agentforce Service (formerly Salesforce Service Cloud) vs Simpplr Comparison

| | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Star Rating** | 3.6 out of 5 | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 1,441 | 7,327 | 361 | 
| **Largest Market Segment** | Enterprise (59.6% of reviews) | Mid-Market (42.7% of reviews) | Mid-Market (57.0% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Viva Engage

Pros:
- Ease of Use (4 reviews)
- Connectivity (3 reviews)

Cons:
- Low Engagement (3 reviews)
- Distraction (2 reviews)

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1705 reviews)
- Features (1497 reviews)

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

### Simpplr

Pros:
- Ease of Use (19 reviews)
- Helpful (12 reviews)

Cons:
- Missing Features (6 reviews)
- Lack of Features (5 reviews)

---
## Ratings Comparison
| Rating | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
  | **Meets Requirements** | 7.9 (1264 reviews) | 8.6 (2845 reviews) | 9.0 (276 reviews) | 
  | **Ease of Use** | 8.1 (1280 reviews) | 8.4 (5457 reviews) | 9.4 (278 reviews) | 
  | **Ease of Setup** | 8.3 (178 reviews) | 7.9 (4211 reviews) | 8.7 (191 reviews) | 
  | **Ease of Admin** | 7.7 (166 reviews) | 8.2 (1558 reviews) | 8.9 (196 reviews) | 
  | **Quality of Support** | 7.8 (757 reviews) | 8.3 (2621 reviews) | 9.3 (259 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.8 (147 reviews) | 8.7 (1539 reviews) | 9.4 (194 reviews) | 
  | **Product Direction (% positive)** | 6.0 (1264 reviews) | 8.3 (2793 reviews) | 9.7 (265 reviews) | 

---
## Pricing

### Viva Engage

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### 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

### Simpplr

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1723 |
| **Simpplr** | N/A | N/A |

#### Ticket and Case Management

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.5 (1214 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | Not enough data | 8.4 (1225 reviews) ✓ Verified | Not enough data | 
| **Workflow** | Not enough data | 8.4 (1275 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | Not enough data | 8.3 (1183 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | Not enough data | 8.1 (984 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 7.9 (1169 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | Not enough data | 8.3 (1156 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 8.5 (1069 reviews) ✓ Verified | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.6 (74 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.4 (67 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.5 (70 reviews) | Not enough data | 

#### Communication Channels

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (1026 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | Not enough data | 8.6 (1215 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | Not enough data | 8.2 (863 reviews) | Not enough data | 
| **Social Integration** | Not enough data | 8.0 (810 reviews) ✓ Verified | Not enough data | 
| **Voice** | Not enough data | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 7.8 (557 reviews) ✓ Verified | Not enough data | 
| **Customization ** | Not enough data | 8.3 (822 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.6 (701 reviews) ✓ Verified | Not enough data | 
| **Integration** | Not enough data | 8.3 (643 reviews) ✓ Verified | Not enough data | 
| **Reporting** | Not enough data | 8.2 (1164 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | Not enough data | 8.3 (1181 reviews) ✓ Verified | Not enough data | 

### Team Collaboration

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | N/A | N/A |

#### Communication

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Status Updates** | Not enough data | Not enough data | Not enough data | 
| **Instant Messaging** | Not enough data | Not enough data | Not enough data | 
| **Activity Feed** | Not enough data | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | Not enough data | 
| **Comments and Voting** | Not enough data | Not enough data | Not enough data | 
| **Discussions** | Not enough data | Not enough data | Not enough data | 
| **User Directory** | Not enough data | Not enough data | Not enough data | 
| **Online Status of Coworkers** | Not enough data | Not enough data | Not enough data | 

#### Content Management

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **File Sharing** | Not enough data | Not enough data | Not enough data | 
| **Document Collaboration** | Not enough data | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Not enough data | Not enough data | 

#### Productivity Tools

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Task Management** | Not enough data | Not enough data | Not enough data | 
| **Calendar** | Not enough data | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | Not enough data | 
| **Mobile** | Not enough data | Not enough data | Not enough data | 
| **Multi-Language Support** | Not enough data | Not enough data | Not enough data | 

#### Administration

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Moderation** | Not enough data | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 260 |
| **Simpplr** | N/A | N/A |

#### Administration

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Database Management ** | Not enough data | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | Not enough data | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | Not enough data | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (225 reviews) | Not enough data | 
| **Publishing Workflows** | Not enough data | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.5 (214 reviews) | Not enough data | 

#### Compliance

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

#### Customer Support

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

#### Data Security

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

#### Administration

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Integrations** | Not enough data | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | Not enough data | 8.9 (219 reviews) | Not enough data | 

#### Generative AI

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **Simpplr** | N/A | N/A |

#### Channels

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | Not enough data | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | Not enough data | 7.6 (119 reviews) | Not enough data | 

#### Design

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

#### Generative AI

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Simpplr** | N/A | N/A |

#### Usability

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

#### Reporting

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

#### Generative AI

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

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Simpplr** | N/A | N/A |

#### Quality Assurance

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Evaluation** | Not enough data | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | Not enough data | 8.7 (69 reviews) | Not enough data | 
| **Reports** | Not enough data | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Feedback** | Not enough data | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 8.9 (70 reviews) | Not enough data | 
| **Training** | Not enough data | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Integrations** | Not enough data | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | Not enough data | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 311 |
| **Simpplr** | N/A | N/A |

#### Channels

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Voice** | Not enough data | 7.5 (277 reviews) | Not enough data | 
| **Social** | Not enough data | 7.4 (270 reviews) | Not enough data | 
| **Web Chat** | Not enough data | 7.9 (276 reviews) | Not enough data | 
| **Mobile SMS** | Not enough data | 7.4 (267 reviews) | Not enough data | 
| **Email** | Not enough data | 8.8 (283 reviews) | Not enough data | 

#### Generative AI

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

#### Functions

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

#### Agentic AI - Contact Center

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | 9.5 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 9.0 (7 reviews) | Not enough data | 

#### Administrative

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

### Employee Communications

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | 8.6/10 | 113 |

#### Information Distribution

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **News Feed** | Not enough data | Not enough data | 9.2 (90 reviews) | 
| **Newsletter** | Not enough data | Not enough data | 8.8 (87 reviews) | 
| **Notifications** | Not enough data | Not enough data | 8.9 (101 reviews) | 
| **Email** | Not enough data | Not enough data | 8.6 (79 reviews) | 
| **Multi-Channel Sharing** | Not enough data | Not enough data | 8.5 (70 reviews) | 

#### Employee Engagement

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Employee Generated Content** | Not enough data | Not enough data | 9.2 (87 reviews) | 
| **Confirmation** | Not enough data | Not enough data | 9.2 (72 reviews) | 
| **Comments** | Not enough data | Not enough data | 9.1 (94 reviews) | 
| **Inline Translation** | Not enough data | Not enough data | 8.0 (54 reviews) | 
| **Administrative Access** | Not enough data | Not enough data | 9.3 (92 reviews) | 
| **Content Interaction** | Not enough data | Not enough data | 8.9 (12 reviews) | 
| **Surveys (global & local)** | Not enough data | Not enough data | 7.6 (11 reviews) | 
| **Chat** | Not enough data | Not enough data | 6.4 (11 reviews) | 

#### User Experience & Accessibility - Employee Communications

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Native Mobile Application** | Not enough data | Not enough data | 8.5 (12 reviews) | 
| **Branded Experience** | Not enough data | Not enough data | 9.3 (12 reviews) | 
| **Personalized Ux Experience** | Not enough data | Not enough data | 8.8 (12 reviews) | 
| **Audience Management & Creation** | Not enough data | Not enough data | 9.0 (12 reviews) | 

#### Content Distribution - Employee Communications

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Newsfeed** | Not enough data | Not enough data | 8.8 (11 reviews) | 
| **Newsletter Engine** | Not enough data | Not enough data | 8.7 (10 reviews) | 
| **Multi-Channel Sharing** | Not enough data | Not enough data | 8.5 (10 reviews) | 

#### Additional Features - Employee Communications

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Emergency Notifications** | Not enough data | Not enough data | 8.3 (11 reviews) | 
| **Analytics** | Not enough data | Not enough data | 8.8 (11 reviews) | 
| **Integrations** | Not enough data | Not enough data | 8.3 (10 reviews) | 

#### Agentic AI - Employee Communications

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 7.9 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.3 (8 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Simpplr** | N/A | N/A |

#### Workforce Management

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Agent Availability** | Not enough data | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | Not enough data | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | Not enough data | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | Not enough data | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | 7.6 (57 reviews) | Not enough data | 

#### Administration

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Simpplr** | N/A | N/A |

#### Conversational Platform

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

#### Support Automation

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

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 174 |
| **Simpplr** | N/A | N/A |

#### Customer Support

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Text** | Not enough data | 8.3 (147 reviews) | Not enough data | 
| **Speech** | Not enough data | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | Not enough data | 8.3 (144 reviews) | Not enough data | 

#### Automation

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | 8.3 (152 reviews) | Not enough data | 
| **Customization** | Not enough data | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | Not enough data | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Learning** | Not enough data | 7.6 (143 reviews) | Not enough data | 
| **Language** | Not enough data | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | Not enough data | 7.4 (139 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1010 |
| **Simpplr** | N/A | N/A |

#### Generative AI

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

#### Communication

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Notifications** | Not enough data | 8.6 (332 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | Not enough data | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | Not enough data | 8.5 (281 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Not enough data | 7.8 (162 reviews) | Not enough data | 

####  Internal Use

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Customization ** | Not enough data | 8.3 (822 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | Not enough data | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | Not enough data | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | Not enough data | 8.4 (322 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | Not enough data | 8.5 (292 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | Not enough data | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Simpplr** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | Not enough data | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | Not enough data | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | Not enough data | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | Not enough data | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Branding** | Not enough data | 8.4 (225 reviews) | Not enough data | 
| **Automation** | Not enough data | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | Not enough data | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | Not enough data | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

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

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Simpplr** | N/A | N/A |

#### Generative AI

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

#### Process

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

#### Channels

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

#### Insight

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

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Simpplr** | N/A | N/A |

#### Generative AI

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

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Simpplr** | N/A | N/A |

#### Generative AI

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

#### Survey Management

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

#### Process Management

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

#### System Management

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

### Talent Management

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | N/A | N/A |

#### Generative AI

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Enterprise Social Networking (ESN)

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | 9.0/10 | 9 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | 9.0/10 | 7 |

#### Content & Community Features - Enterprise Social Networking (ESN)

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Gamification** | 7.7 (8 reviews) | Not enough data | 7.2 (6 reviews) | 
| **Community Building** | 9.4 (9 reviews) | Not enough data | 9.7 (6 reviews) | 
| **Knowledge Sharing** | 8.8 (8 reviews) | Not enough data | 9.0 (7 reviews) | 
| **User Generated Content** | 9.4 (9 reviews) | Not enough data | 9.2 (6 reviews) | 

#### Admin & Reporting Features - Enterprise Social Networking (ESN)

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Content Moderation** | 9.2 (8 reviews) | Not enough data | 9.4 (6 reviews) | 
| **Polls & Surveys** | 9.4 (8 reviews) | Not enough data | 9.4 (6 reviews) | 
| **Content Management** | 9.0 (8 reviews) | Not enough data | 9.8 (7 reviews) | 
| **Analytics & Reporting** | 9.0 (8 reviews) | Not enough data | 8.3 (6 reviews) | 
| **User Management** | 9.0 (8 reviews) | Not enough data | 9.2 (6 reviews) | 

#### Agentic AI - Enterprise Social Networking (ESN)

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

### Frontline Worker Communication Platforms

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | N/A | N/A |

#### Administrative Tasks - Frontline Worker Communication Platforms

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Training & Learning Modules** | Not enough data | Not enough data | Not enough data | 
| **Health & Safety Policies** | Not enough data | Not enough data | Not enough data | 
| **Onboarding & Offboarding** | Not enough data | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | Not enough data | 
| **Employee Services** | Not enough data | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | Not enough data | 

#### Communication Features - Frontline Worker Communication Platforms

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Group Messaging** | Not enough data | Not enough data | Not enough data | 
| **Private Messaging** | Not enough data | Not enough data | Not enough data | 
| **Announcements** | Not enough data | Not enough data | Not enough data | 
| **Emergency Notifications** | Not enough data | Not enough data | Not enough data | 

#### Operations - Frontline Worker Communication Platforms

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Shift Scheduling** | Not enough data | Not enough data | Not enough data | 
| **Insights & Analytics** | Not enough data | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | Not enough data | 
| **SOPs & Documentation** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Frontline Worker Communication Platforms

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

### Internal Newsletter Software

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | 8.8/10 | 13 |

#### Newsletter Interface Features - Internal Newsletter Software

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Feedback** | Not enough data | Not enough data | 8.5 (12 reviews) | 
| **Design** | Not enough data | Not enough data | 8.9 (12 reviews) | 
| **Content Embedding** | Not enough data | Not enough data | 9.0 (13 reviews) | 

#### Newsletter Management Features - Internal Newsletter Software

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Collaboration** | Not enough data | Not enough data | 8.3 (12 reviews) | 
| **Personalization** | Not enough data | Not enough data | 8.7 (13 reviews) | 
| **Archive** | Not enough data | Not enough data | 8.8 (12 reviews) | 

#### Administrative Features - Internal Newsletter Software

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Security** | Not enough data | Not enough data | 8.8 (12 reviews) | 
| **User Permissions** | Not enough data | Not enough data | 9.0 (13 reviews) | 
| **Compliance** | Not enough data | Not enough data | 9.0 (12 reviews) | 
| **Integration** | Not enough data | Not enough data | 8.5 (12 reviews) | 

### Employee Intranet

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | 6.8/10 | 10 |

#### Agentic AI - Employee Intranet

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.3 (10 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.3 (10 reviews) | 

### Employee Engagement

| Product | Score | Reviews |
|---|---|---|
| **Viva Engage** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Simpplr** | 8.6/10 | 89 |

#### Platform Basics

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Performance Benchmarking** | Not enough data | Not enough data | 8.8 (58 reviews) | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 8.9 (67 reviews) | 
| **Interoperability** | Not enough data | Not enough data | 8.5 (50 reviews) | 

#### Platform Content

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Employee Pulse Surveys** | Not enough data | Not enough data | 8.2 (46 reviews) | 
| **Survey Customization** | Not enough data | Not enough data | 8.1 (43 reviews) | 
| **Goal and Challenge Creation** | Not enough data | Not enough data | 8.3 (44 reviews) | 
| **Science-based templates** | Not enough data | Not enough data | 7.3 (40 reviews) | 

#### Platform Additional Functionality

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Employee Segmenting** | Not enough data | Not enough data | 8.4 (56 reviews) | 
| **Goal and Challenge Creation** | Not enough data | Not enough data | 8.3 (44 reviews) | 
| **Peer Recognition** | Not enough data | Not enough data | 8.8 (53 reviews) | 
| **Social Feedback Portal** | Not enough data | Not enough data | 8.9 (53 reviews) | 

#### Platform

| Feature | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Customization ** | Not enough data | Not enough data | 8.4 (75 reviews) | 
| **Integration APIs** | Not enough data | Not enough data | 8.4 (63 reviews) | 
| **Internationalization** | Not enough data | Not enough data | 8.4 (53 reviews) | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 9.0 (72 reviews) | 
| **Performance** | Not enough data | Not enough data | 9.1 (76 reviews) | 
| **Mobility** | Not enough data | Not enough data | 8.7 (66 reviews) | 
| **Reporting** | Not enough data | Not enough data | 8.9 (73 reviews) | 
| **Dashboards** | Not enough data | Not enough data | 8.9 (76 reviews) | 

---
## Categories

**Unique to Viva Engage (2):** [Enterprise Social Networking (ESN) Software](https://www.g2.com/categories/enterprise-social-networking-esn), [Employee Intranet Software](https://www.g2.com/categories/employee-intranet)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (14):** [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), [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), [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 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 Simpplr (6):** [Internal Newsletter Software](https://www.g2.com/categories/internal-newsletter-software), [Employee Communications Software](https://www.g2.com/categories/employee-communications), [Employee Intranet Software](https://www.g2.com/categories/employee-intranet), [Employee Engagement Software](https://www.g2.com/categories/employee-engagement), [Frontline Worker Communication Platforms Software](https://www.g2.com/categories/frontline-worker-communication-platforms), [Enterprise Social Networking (ESN) Software](https://www.g2.com/categories/enterprise-social-networking-esn)


---
## Reviewer Demographics

### By Company Size

| Segment | Viva Engage | Agentforce Service (formerly Salesforce Service Cloud) | Simpplr | 
|---|---|---|---|
| **Small-Business** | 10.2% | 18.7% | 2.6% | 
| **Mid-Market** | 30.2% | 42.7% | 57.0% | 
| **Enterprise** | 59.6% | 38.6% | 40.4% | 

### By Industry

#### Viva Engage

- **Information Technology and Services:** 14.8%
- **Computer Software:** 6.8%
- **Hospital & Health Care:** 5.2%
- **Education Management:** 3.9%
- **Higher Education:** 3.8%
- **Non-Profit Organization Management:** 3.6%
- **Retail:** 3.5%
- **Accounting:** 3.4%
- **Management Consulting:** 2.7%
- **Financial Services:** 2.5%
- **Other:** 49.5%

#### 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%

#### Simpplr

- **Information Technology and Services:** 15.8%
- **Computer Software:** 14.9%
- **Financial Services:** 12.6%
- **Non-Profit Organization Management:** 3.7%
- **Oil & Energy:** 3.7%
- **Pharmaceuticals:** 3.7%
- **Hospital & Health Care:** 3.2%
- **Human Resources:** 2.6%
- **Automotive:** 2.3%
- **Insurance:** 2.0%
- **Other:** 35.5%

---
## Alternatives

### Alternatives to Viva Engage

- [Workvivo](https://www.g2.com/products/workvivo/reviews) — 4.8/5 stars (2654 reviews)
- [Jive](https://www.g2.com/products/jive/reviews) — 3.8/5 stars (309 reviews)
- [eXo Platform](https://www.g2.com/products/exo-platform/reviews) — 4.3/5 stars (93 reviews)
- [Bitrix24](https://www.g2.com/products/bitrix24/reviews) — 4.1/5 stars (608 reviews)
- [HCL Connections](https://www.g2.com/products/hcl-connections/reviews) — 3.9/5 stars (518 reviews)
- [Jostle](https://www.g2.com/products/jostle/reviews) — 4.6/5 stars (227 reviews)
- [Blink](https://www.g2.com/products/blink-blink/reviews) — 4.7/5 stars (289 reviews)
- [Sociabble](https://www.g2.com/products/sociabble/reviews) — 4.7/5 stars (388 reviews)
- [Staffbase](https://www.g2.com/products/staffbase/reviews) — 4.6/5 stars (247 reviews)
- [Basecamp](https://www.g2.com/products/basecamp/reviews) — 4.1/5 stars (5484 reviews)

### 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 (736 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7593 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 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 (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Simpplr

- [Workvivo](https://www.g2.com/products/workvivo/reviews) — 4.8/5 stars (2654 reviews)
- [Blink](https://www.g2.com/products/blink-blink/reviews) — 4.7/5 stars (289 reviews)
- [LumApps](https://www.g2.com/products/lumapps/reviews) — 4.4/5 stars (164 reviews)
- [Staffbase](https://www.g2.com/products/staffbase/reviews) — 4.6/5 stars (247 reviews)
- [Unily](https://www.g2.com/products/unily/reviews) — 4.5/5 stars (38 reviews)
- [Jostle](https://www.g2.com/products/jostle/reviews) — 4.6/5 stars (227 reviews)
- [Jive](https://www.g2.com/products/jive/reviews) — 3.8/5 stars (309 reviews)
- [Interact](https://www.g2.com/products/interact/reviews) — 4.5/5 stars (65 reviews)
- [Firstup](https://www.g2.com/products/firstup/reviews) — 4.4/5 stars (206 reviews)
- [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) — 4.0/5 stars (8930 reviews)

---
## Top Discussions

### Viva Engage

- Title: [I'm new to Yammer and unsure how to engage my team in company-wide discussions. Any advice?](https://www.g2.com/discussions/i-m-new-to-yammer-and-unsure-how-to-engage-my-team-in-company-wide-discussions-any-advice) — 2 comments
  > **Top comment:** "To engage your team on Yammer, start by setting a welcoming tone with introductions and simple icebreaker questions. Tag team members in relevant posts,..."
- Title: [Is yammer any good?](https://www.g2.com/discussions/is-yammer-any-good) — 1 comment
  > **Top comment:** "Yes it’s a great tool for employee communication. "
- Title: [What can yammer be used for?](https://www.g2.com/discussions/what-can-yammer-be-used-for) — 1 comment
  > **Top comment:** "Networking with colleagues"
- Title: [Can i get notifications of when a poll is being answered and the progress made based on the number of users that have submitted their answers to determine percentages of participation?](https://www.g2.com/discussions/can-i-get-notifications-of-when-a-poll-is-being-answered-and-the-progress-made-based-on-the-number-of-users-that-have-submitted-their-answers-to-determine-percentages-of-participation) — 1 comment, 1 upvote
  > **Top comment:** "Yes you can get notifications in your email"
- Title: [Whats the best way to use Yammer is it only for sharing an update or a post?](https://www.g2.com/discussions/30075-whats-the-best-way-to-use-yammer-is-it-only-for-sharing-an-update-or-a-post) — 1 comment
  > **Top comment:** "in the application but the Web interface is not bad at all"

### 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..."

### Simpplr

- Title: [What is an intranet?](https://www.g2.com/discussions/intranet) — 2 comments, 1 upvote
  > **Top comment:** "A network internal to an enterprise that uses the same methodology and techniques as the Internet. It is not necessarily connected to the Internet and is..."
- Title: [Have you received feedback from clients on effective ways to get new employees to upload profile pic](https://www.g2.com/discussions/14360-have-you-received-feedback-from-clients-on-effective-ways-to-get-new-employees-to-upload-profile-pic) — 1 comment, 1 upvote
  > **Top comment:** "Our HR and IT teams have implemented this task into the overall new-hire onboarding process, so it takes away that optional feeling, almost as if it's part..."
- Title: [What should an intranet include?](https://www.g2.com/discussions/intranet-9e5a216a-0d5f-49a4-be11-2ee96d706146) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "While corporate intranet capabilities will vary from organization to organization, new modern intranets are demanding new capabilities that weren’t..."
- Title: [Why have an intranet?](https://www.g2.com/discussions/intranet-0a2a364f-2e12-46bc-85f7-393f619ff071) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Companies are more distributed than ever with office locations around the globe. It’s also common for various departments to become more isolated as a..."
- Title: [What is the difference between an intranet and the internet?](https://www.g2.com/discussions/intranet-c6b20db9-076e-4b49-b283-4d27c9e134bf) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "The global internet offers anyone with access the ability to connect and share information. Modern employee intranets are based on the same premise, with one..."

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