Sold by: Salesforce, Inc.Â
Deployed on AWS
With Agentforce Service, service never sleeps and reps are elevated on every channel.
Deliver seamless support across every channel and industry with Agentforce Service, the complete service platform powered by humans, AI agents, and trusted data. Let AI handle routine tasks and elevate human reps to boost productivity and CSAT.
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)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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Vendor support
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Abe P.
Centralized Customer Management and Time-Saving Automation
Reviewed on Dec 05, 2025
Review provided by G2
What do you like best about the product?
Salesforce Service Cloud centralizes all our customer and service information, making it much simpler to track requests and respond promptly. I appreciate that every message, note, and case update is linked to each individual's record, ensuring that nothing is overlooked. The automation features are a real time-saver, as they automatically route tickets to the appropriate person or department. Additionally, the dashboards are very useful for monitoring response times and identifying any areas where delays might be occurring.
What do you dislike about the product?
At first, the sheer number of features and settings can feel a bit overwhelming. Making simple adjustments often requires more steps than you might anticipate, and navigating through the menus can be confusing. While the reporting capabilities are strong, customizing reports to your preferences can be challenging without some training. However, once the system is set up, it operates smoothly, though it certainly takes time and effort to learn and optimize.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has made it much easier for us to keep all our service requests and communications organized in a single location. Previously, updates were scattered across emails, text messages, and various systems, which made it difficult to track progress and identify outstanding tasks. Now, every case is monitored from beginning to end, and the entire history is visible to everyone without the need to search for information.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
Aman K.
Centralized Customer Management and Time-Saving Automation
Reviewed on Dec 04, 2025
Review provided by G2
What do you like best about the product?
I like Salesforce Service Cloud because it brings customer data, cases, and communications together in one place. It lets me respond quickly and stay organized without switching between multiple tools. The automation and workflows also save time, especially for repeat tasks or follow-ups.
What do you dislike about the product?
Like many other Salesforce products, the initial setup and configuration can be complex and costly, often requiring outside consultants. Its wide range of features also comes with a steep learning curve for new agents, making both initial and ongoing training essential to fully leverage the platform.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team can manage cases more efficiently and make full use of the email-to-case feature, which helps them respond faster.
RaviShankar S.
All-in-One Customer Dashboard and Seamless Integration
Reviewed on Dec 04, 2025
Review provided by G2
What do you like best about the product?
Salesforce Service Cloud provides customer-specific account information within a single dashboard, making it easy to access all relevant details in one place. It also integrates smoothly with existing tools and other customer relationship management (CRM) systems, which enhances overall workflow and connectivity.
What do you dislike about the product?
Renewals costs are high, lack of fullfledge ITSM Tool integration for external customers to raise support cases. Support time is taking long.
What problems is the product solving and how is that benefiting you?
Understand the customer contract information, renewal timelines, key contacts from customer side, tracking NPS score.
Syed Arif K.
Unified Customer View and Powerful Automation Streamline Service
Reviewed on Dec 03, 2025
Review provided by G2
What do you like best about the product?
This platform offers a unified, 360-degree view of the customer, allowing agents to resolve issues more quickly by providing complete context. Its robust automation and omnichannel features help to streamline service operations.
What do you dislike about the product?
The complexity of this product can make configuration and customization difficult, particularly for those who are new to it. Furthermore, as organizations grow and incorporate more advanced features, the overall cost can increase significantly.
What problems is the product solving and how is that benefiting you?
This tool makes it easy for us to manage our customer database and records, allowing us to efficiently map them to their specific needs.
Frederico F.
Best CRM tool
Reviewed on Dec 03, 2025
Review provided by G2
What do you like best about the product?
This is the most comprehensive and detailed CRM tool available on the market.
What do you dislike about the product?
The sheer number of features can feel overwhelming at first, and it does require a bit of a learning curve to get comfortable with everything.
What problems is the product solving and how is that benefiting you?
Having all the details about a customer available on a single platform is very convenient.