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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Delivery details
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.
Support
Vendor support
AWS infrastructure support
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
Nikola B.
Great visibility for managing fleet issues in one organised system
Reviewed on Jan 21, 2026
Review provided by G2
What do you like best about the product?
It was useful for managing fleet-related issues at Peloton.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
What do you dislike about the product?
It’s not simple. Setup takes time, and you need proper configuration to make it work well.
It can feel heavy for day-to-day operations and costs add up.
It can feel heavy for day-to-day operations and costs add up.
What problems is the product solving and how is that benefiting you?
It helped manage fleet operations by tracking incidents, maintenance, and dispatch issues in one place. This reduced manual follow-ups, improved response times, and made coordination between operations and support teams easier.
Shilpi v.
Lightning Console Delivers a 360° Customer View for Faster, More Empathetic Support
Reviewed on Jan 19, 2026
Review provided by G2
What do you like best about the product?
Lightning Console provides a 360-degree customer view in one workspace, minimizing context-switching and enabling faster, more empathetic support.
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
What do you dislike about the product?
Per-user licensing adds up quickly, especially with add-ons for AI or extra storage, making it prohibitive for smaller teams.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
What problems is the product solving and how is that benefiting you?
Agents resolve issues 30% faster with real-time insights, boosting satisfaction scores and loyalty for high-volume operations.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Nitesh C.
Powerful, Scalable Support Hub with Customizable Workflows
Reviewed on Jan 15, 2026
Review provided by G2
What do you like best about the product?
What I like best about Salesforce Service Cloud is how powerful and scalable it is for managing customer support. It brings cases, omnichannel communication, automation, and reporting into one place, making it easier for support teams to work efficiently and deliver consistent customer experiences. The flexibility to customize workflows and integrate with other tools also makes it a strong fit for growing support operations.
What do you dislike about the product?
What I dislike most about Salesforce Service Cloud is the complexity and learning curve. It can feel overwhelming at first, especially for smaller teams, and many customizations require admin or technical support. Additionally, costs can add up quickly as you scale users, features, and integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the challenge of managing high volumes of customer support across multiple channels in a structured and scalable way. It centralizes cases, emails, chat, and customer data in one system, while automation and workflows help prioritize, route, and resolve issues efficiently.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
Consumer Services
A Good Tool with Concise, Clear Information
Reviewed on Jan 15, 2026
Review provided by G2
What do you like best about the product?
it was a good tool that had a concise amount of information.
What do you dislike about the product?
it may need to have a few more colors and have it more upbeat.
What problems is the product solving and how is that benefiting you?
it would be our help desk, where our agents sent out request for our customers concern and an agent will get the case in salesforce.
Sajan B.
Salesforce Service Cloud as a efficient Customer Service Management
Reviewed on Jan 13, 2026
Review provided by G2
What do you like best about the product?
We have been using Salesforce Service Cloud to manage cases that are raised by our customers and as a main contact center for agents. The experience has been quite amazing till now. All our customer information and cases are centralized, which makes it really easy for our team to track, respond to, and resolve. Its dashboard is very user-friendly, and we can quickly set it up, which allows us to efficiently add and train new users.
What do you dislike about the product?
It's a bit expensive than other service clouds available in the market, and migrating from another service cloud to Salesforce can be challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped significantly in our case management. The centralized customer information from various channels has made the customer support task significantly easier and more effective.