Sold by: Salesforce, Inc.
Deployed on AWS
Resolve issues faster anytime, anywhere with AI-powered support.
Agentforce Service combines AI agents, human expertise, and trusted data in one platform. Automate routine tasks, equip service reps with insights, and deliver seamless support across every channel.
4.4
Overview
Agentforce Service is the complete platform that empowers your service teams to deliver seamless support across every channel, from the contact center, to the field, to HR, and now IT Service.
With humans and AI agents working together on one unified, metadata-based platform, you can transform every customer interaction into a personalized experience while driving efficiency.With Agentforce, AI agents take on high-volume routine tasks, quickly and accurately, freeing human agents to focus on complex, high-value customer interactions. This intelligent division of labor enables human agents to work smarter, supported by Agentforce advanced tools that enhance decision-making and streamline workflows. Together, human and AI agents collaborate in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers connect. This dynamic partnership not only elevates customer satisfaction but also drives significant operational efficiencies. By automating routine work and intelligently routing complex inquiries, Agentforce Service optimizes resource allocation and reduces service costs. Businesses accelerate resolution times, boost agent productivity, and scale support capabilities, all while minimizing overhead and maximizing ROI. Built for flexibility, Agentforce Service adapts to the unique demands of any industry, empowering organizations to stay agile, competitive, and ahead in the fast-evolving customer service landscape.
Highlights
- Seamless Human + AI Agent Collaboration: Human agents and AI agents work together in real time to deliver personalized, seamless, and exceptional customer support, every time, everywhere.
- Intelligent Automation at Scale: Agentforce activates AI agents to handle high-volume routine tasks effortlessly, freeing human agents to focus on complex cases with powerful tools that boost productivity and precision.
- Drive Efficiency & Maximize ROI: Slash service costs and accelerate resolution times by optimizing resources and scaling support operations, giving your business the agility and competitive edge it needs to thrive.
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Deployed on AWS
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Software as a Service (SaaS)
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Customer reviews
ManchikatlaShravani
Omni-channel routing has transformed case handling and now supports complex field operations
Reviewed on Jul 27, 2026
Review provided by PeerSpot
What is our primary use case?
Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projects.
I work with Sales and Service. I have more than five years of experience with Salesforce Service Cloud. I am working with multiple projects that include not only sales or service, but also field service based on project requirements. I am currently working on field service and Health Cloud.
Recently, I worked on a UK project for door repair services. Customers book appointments for household repairs. They use this service with field service in combination for scheduling jobs, maintaining work orders, and managing service-related details. The UK project is primarily a house repair type of project.
Omni-Channel, which is in Salesforce Service Cloud, is useful for client information management from lead to order. It helps with routing to the related user when a case is created. Omni-Channel routing management is a valuable feature in Salesforce Service Cloud.
With the improvement of this service combined with field service, we also have customers who do not want to buy field service but want scheduling. We have other scheduling apps that help achieve client requirements with these cloud features. Previously, a health system used a mobile app for Field Service Lightning for service appointments when sending staff to home visits for patient care tasks.
What is most valuable?
Omni-Channel in Salesforce Service Cloud aids client information management, lead to order setup, and routing management for issues raised. It helps with case routing and problem resolution.
Salesforce Service Cloud helps by creating a knowledge base from Experience Cloud, making it easy for clients to resolve issues using knowledge-related articles.
The mobile service used by health systems highlights Field Service Lightning, although customization to client requirements is challenging.
Automation, order of execution, bulkification, and error monitoring are valuable features.
What needs improvement?
From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup.
Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.
For how long have I used the solution?
I have more than five years of experience with this solution.
What do I think about the stability of the solution?
I have not experienced any stability issues.
What do I think about the scalability of the solution?
I have not experienced any scalability issues with Salesforce Cloud.
How are customer service and support?
I communicate with customers whenever we need more information or face any issues. Recently, because of MFA, bots were unable to perform certain tasks, which led to communication for a quick solution. Customer service has improved significantly for developers, with strong support provided.
Regarding improvements, I believe the customer service experience could be enhanced further.
Which solution did I use previously and why did I switch?
I am not currently evaluating previous solutions as I have other work to complete.
How was the initial setup?
I build the projects, so I am not a customer evaluating the initial setup.
What about the implementation team?
I did not provide feedback on the implementation team as I may potentially be working on future projects.
What was our ROI?
I would rate the ROI at 9 to 9.5. It is a good service.
What's my experience with pricing, setup cost, and licensing?
I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everything, I configure the system, but I do not have an idea about the pricing.
Which other solutions did I evaluate?
I did not have a chance to work in a scenario that would require evaluating alternate solutions.
What other advice do I have?
I am confused about whether Field Service Lightning and Field Service Cloud are different.
Automation, order of execution, bulkification, and error monitoring are features that I found to be valuable. With Salesforce, I have not faced any issues related to these functionalities.
Salesforce Service Cloud helps by creating a knowledge base from Experience Cloud, making client issue resolution easier through knowledge-related articles from the community level.
My overall review rating for this product is 8 out of 10.
sooryaa J.
AI Assistance Meets Traditional Customer Service—A Winning Combo
Reviewed on Jul 15, 2026
Review provided by G2
What do you like best about the product?
The combination of ai assistance and traditional Customer Service
What do you dislike about the product?
The new transformation took some old features which is now bit boring
What problems is the product solving and how is that benefiting you?
It is highly usefull to generate tickets and as a hr intern i use it many efficient ways
Similoluwa A.
SFSC Streamlines Case Management and Automates Customer Journeys
Reviewed on Jul 03, 2026
Review provided by G2
What do you like best about the product?
SFSC helps to manage complait cases, emails and calls for the contact center. It also helps to automate customer journeys and integrates well with other platforms.
What do you dislike about the product?
Some processes have to be manual as currently we are copying word documents into SFSC just to send out emails to our customers.
What problems is the product solving and how is that benefiting you?
We struggled with high inbound case volumes coming from multiple channels (email, chat, and web forms), and agents spent a significant amount of time manually triaging, categorising, and searching knowledge articles. This led to inconsistent responses, long handling times, and frequent escalations to Tier 2 support. After implementation, now we can automatically classify, route, and prioritise cases using AI-driven case intelligence, while agents receive suggested replies and knowledge articles in real time. This has resulted in faster first response times and significantly reduced manual triage effort.
NARESH V.
Efficient Automation and Easy Setup with Agentforce
Reviewed on Jun 29, 2026
Review provided by G2
What do you like best about the product?
I like Agentforce Service (formerly Salesforce Service Cloud) because it's a low-code platform with an easy-to-use UI, making it simple to navigate without needing extensive development skills. As an admin, it makes things easy for me. I also appreciate how it automates customer support queries efficiently, only requiring human intervention when necessary. The integration capability with tools like Google Drive helps in pulling customer data easily to address queries effectively. Additionally, the help articles provided by Salesforce are very simple and efficient, which simplifies the initial setup process.
What do you dislike about the product?
As much as i have explored and used it, i think it is good as per the business requirement
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to automate customer support queries, improving efficiency by involving humans only when needed. Its low-code, user-friendly UI requires minimal development skills. Integrating it with storage clouds like Google Drive helps pull customer data easily. The setup was easy with helpful articles.
Parth S.
All Case Details in One Place—Faster Support with Flows and Knowledge
Reviewed on Jun 26, 2026
Review provided by G2
What do you like best about the product?
What I like most is that everything related to a case is in one place. I can view the customer’s full history, their account details, and past tickets without jumping between screens, which helps me respond faster. Building automation with Flows has removed a lot of repetitive follow-up work for my team, and knowledge articles appear right within the case so agents aren’t hunting around for answers. It also integrates smoothly with the rest of our Salesforce setup, so handoffs between sales and support keep the full context instead of losing it.
What do you dislike about the product?
The learning curve is definitely real. It’s a powerful platform, but getting a new agent or admin fully comfortable takes time, and the deeper configuration really benefits from someone who already knows the system well. Licensing costs can climb quickly once you start layering on additional features, and some of the reporting still feels clunky compared with how flexible the rest of the platform is. Record pages can also get sluggish if you load them up with too many components.
What problems is the product solving and how is that benefiting you?
Before we started using this, our agents had to switch between multiple screens to piece together a customer’s history. That slowed response times and made it easy to miss important context on a case. Agentforce Service brings everything together—customer details, past tickets, and knowledge articles—in a single view, so agents can resolve issues faster without having to dig around.
The automation for case routing and follow-ups has also reduced a lot of manual work. As a result, my team spends less time on repetitive tasks and more time actually helping customers. Overall, it’s made our support process more consistent and easier to scale as ticket volume grows.
The automation for case routing and follow-ups has also reduced a lot of manual work. As a result, my team spends less time on repetitive tasks and more time actually helping customers. Overall, it’s made our support process more consistent and easier to scale as ticket volume grows.