Sold by: Salesforce, Inc.
Deployed on AWS
Deliver every service experience with Agentforce Service.
Drive seamless support across every channel with Agentforce Service, the complete service solution 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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Buyer guide
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Customer reviews
Sukanya Sen
Field service has become more customer focused but asset-centric workflows still need improvement
Reviewed on Feb 07, 2026
Review provided by PeerSpot
What is our primary use case?
I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.
What is most valuable?
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless.
The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry.
Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.
What needs improvement?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.
For how long have I used the solution?
I have been using it since 2018.
What do I think about the stability of the solution?
As for stability, I would rate it an eight, as it is a stable product.
What do I think about the scalability of the solution?
I would rate scalability highly because it is scalable, and there are always parts or other improvements. I can rate it a seven.
How are customer service and support?
Rating technical support from Salesforce is a difficult question for me because I do not generally deal with it.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have dealt with solutions similar to Salesforce Service Cloud, working with a few of them, including IFS and ServiceMax ; these are the primary ones.
I have noticed crucial differences between these tools. For instance, while I have the auto-scheduling option in Salesforce Service Cloud, IFS has a much better product in PSO that constantly updates reroutes based on priority and other criteria. ServiceMax is better for asset-related activities, being more asset-centric.
How was the initial setup?
The installation and deployment process is comparatively easy.
What was our ROI?
I see a good ROI.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
The ROI is contingent on which modules I am using, how extensively I am using the application, and how well it is integrated. It depends on multiple factors.
What's my experience with pricing, setup cost, and licensing?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What other advice do I have?
I am not using Einstein Bots . I am the Presales and Solution Head for the field service application in the company. I would give this product an overall review rating of seven.
Priyeta s.
From Tickets to Tech: How Salesforce Solved the Support Puzzle
Reviewed on Feb 02, 2026
Review provided by G2
What do you like best about the product?
What I like most about Salesforce Service Cloud is how it has evolved from a simple “ticketing system” into an “Autonomous Solution Engine.”
The Top 3 “Best” Features:
Agentforce : It doesn’t just suggest text—it actually resolves cases, such as refunding orders or checking warranties, without human intervention. It takes on the 60% of routine “busy work” so agents can spend their time where it matters.
Data Cloud (Real-Time Context): It pulls live customer data (like current web browsing or past purchases) directly into the agent’s view, without syncing delays. Instead of piecing things together, you can see the full story right away.
Proactive Service: Integrated IoT and AI can now flag errors before the customer even realizes there’s a problem, turning a potential complaint into a simple “we fixed it” notification.
The Benefit:
It eliminates the “I’ll have to put you on hold to look that up” moment. The result is faster resolutions, lower costs, and happier agents who can focus on complex, human-centric problems.
The Top 3 “Best” Features:
Agentforce : It doesn’t just suggest text—it actually resolves cases, such as refunding orders or checking warranties, without human intervention. It takes on the 60% of routine “busy work” so agents can spend their time where it matters.
Data Cloud (Real-Time Context): It pulls live customer data (like current web browsing or past purchases) directly into the agent’s view, without syncing delays. Instead of piecing things together, you can see the full story right away.
Proactive Service: Integrated IoT and AI can now flag errors before the customer even realizes there’s a problem, turning a potential complaint into a simple “we fixed it” notification.
The Benefit:
It eliminates the “I’ll have to put you on hold to look that up” moment. The result is faster resolutions, lower costs, and happier agents who can focus on complex, human-centric problems.
What do you dislike about the product?
The Catch:
The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.
Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.
Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.
The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.”
The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.
Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.
Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.
The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.”
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty.
Viral S.
Centralized, Scalable Customer Support with Powerful Automation
Reviewed on Jan 31, 2026
Review provided by G2
What do you like best about the product?
What I like most about Salesforce Service Cloud is its ability to centralize all customer support activities into one powerful platform. It brings together multiple support channels—such as email, chat, phone, and social—so agents get a complete view of the customer and their history. This helps them resolve issues faster and more accurately.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
What do you dislike about the product?
While Salesforce Service Cloud is a very powerful platform, there are a few areas that can be challenging. Because it is so feature-rich and highly customizable, the initial setup and configuration can be complex and may require experienced administrators, along with additional training for users. For new teams, there can also be a learning curve before everyone feels fully comfortable using the system.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
What problems is the product solving and how is that benefiting you?
As an energy company, we manage complex customer relationships, long project lifecycles, and technical service requests. Salesforce Service Cloud helps us address the challenge of organizing and tracking customer issues, service cases, and communication across teams within one centralized system.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
Rachel P.
Powerful omnichannel case management, but complex setup and rising costs
Reviewed on Jan 29, 2026
Review provided by G2
What do you like best about the product?
It centralizes customer interactions across channels—cases, email, chat, phone, and social—so agents don’t have to jump between systems or risk losing context. The case management and automation are a big plus: routing, macros, flows, and SLAs make it easier to handle high volumes efficiently while still staying compliant and consistent.
What do you dislike about the product?
While Service Cloud is very powerful, it comes with a noticeable learning curve—especially for new users or teams that don’t have a dedicated Salesforce admin. Some configurations, such as advanced automations, reporting, and integrations, can feel overly complex and take a lot of time to set up properly. On top of that, costs can rise quickly as you add features, licenses, or customizations, which can be difficult to manage for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the issue of fragmented customer support by bringing all customer interactions together in a single platform. It helps streamline case tracking, improve response times, and boost agent efficiency with automation, omnichannel support, and real-time insights.
E-Learning
Great customer journey visibility, but complex for marketing insights and dashboards
Reviewed on Jan 29, 2026
Review provided by G2
What do you like best about the product?
As a marketer, I appreciate how Salesforce Service Cloud gives me a clear view of customer interactions and service touchpoints. It helps me understand customer journeys, track engagement, and collaborate with the support team to deliver more personalized campaigns.
What do you dislike about the product?
From a marketing perspective, the platform can feel complex and overwhelming, especially when trying to extract specific insights or customize dashboards for campaign tracking.
What problems is the product solving and how is that benefiting you?
It reduces silos between marketing and support teams, allowing us to deliver more personalized messaging, improve customer experiences, and make data-driven decisions.