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Agentforce Service
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.
Reviews (7160)
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.
Mahesh D.
Salesforce Service Cloud Centralized Our Support and Boosted Team Efficiency
Reviewed on Jun 26, 2026
Review provided by G2
What do you like best about the product?
Honestly, what stands out most to me is that everything now lives in one place. Before we moved to Salesforce Service Cloud, our support team was bouncing between email threads, spreadsheets, and a separate ticketing tool—it was a mess. Now every customer interaction, case history, and follow-up is right there in a single view.
The case management workflow is genuinely strong. Being able to set escalation rules, auto-assign tickets based on queue logic, and spot potential SLA breaches before they actually happen has saved us from more than a few embarrassing situations with key accounts.
I also really appreciate the Knowledge Base integration. Reps don’t have to ping each other on Slack asking, “Hey, what’s the process for X?” anymore—they can pull it up directly while they’re working a case. That alone noticeably cut our average handle time in the first couple of months.
The reporting side is better than I expected, too. I was skeptical at first because dashboards can feel bloated in a lot of tools, but once we dialed in the metrics we actually care about, it became genuinely useful for weekly standups instead of being something leadership glances at once a month.
Omni-Channel routing is another feature I didn’t realize I’d rely on so heavily. It’s not perfect, but the fact that it distributes load across agents based on capacity rather than just round-robin has made a real difference in team morale—nobody feels like they’re getting buried while someone else is coasting.
The case management workflow is genuinely strong. Being able to set escalation rules, auto-assign tickets based on queue logic, and spot potential SLA breaches before they actually happen has saved us from more than a few embarrassing situations with key accounts.
I also really appreciate the Knowledge Base integration. Reps don’t have to ping each other on Slack asking, “Hey, what’s the process for X?” anymore—they can pull it up directly while they’re working a case. That alone noticeably cut our average handle time in the first couple of months.
The reporting side is better than I expected, too. I was skeptical at first because dashboards can feel bloated in a lot of tools, but once we dialed in the metrics we actually care about, it became genuinely useful for weekly standups instead of being something leadership glances at once a month.
Omni-Channel routing is another feature I didn’t realize I’d rely on so heavily. It’s not perfect, but the fact that it distributes load across agents based on capacity rather than just round-robin has made a real difference in team morale—nobody feels like they’re getting buried while someone else is coasting.
What do you dislike about the product?
What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?
Look, no tool is perfect and this one has its rough edges too.
The learning curve caught us off guard honestly. New agents take a while to find their footing and even experienced ones sometimes dig through menus longer than they should. We ended up putting together our own internal cheat sheets because the out of the box training material doesn't always reflect how your specific setup actually looks.
Pricing is where it gets a little frustrating. It starts feeling reasonable until you realize the features you actually need day to day are sitting behind another add on or a higher tier. Storage, advanced reporting, extra automation capabilities — it all adds up quietly until your renewal conversation becomes a bit of a shock.
The customization thing is a double edged sword. I appreciate that you can bend it to fit your process but that also means someone has to do that bending. We leaned on our admin constantly in the early months and there were a couple of instances where we genuinely had to bring someone external in just to untangle logic that felt like it should have been simpler to set up.
Page load times are something agents complain about more than I'd like. Nothing dramatic, no crashes, just that slight lag when a Lightning page has a lot going on. When you're moving fast through a queue it's the kind of thing that quietly grinds on you over a shift.
And honestly, the irony of getting slow support from a company whose entire product is about support is not lost on our team. Non urgent tickets can sit longer than you'd expect given what the platform costs.
Look, no tool is perfect and this one has its rough edges too.
The learning curve caught us off guard honestly. New agents take a while to find their footing and even experienced ones sometimes dig through menus longer than they should. We ended up putting together our own internal cheat sheets because the out of the box training material doesn't always reflect how your specific setup actually looks.
Pricing is where it gets a little frustrating. It starts feeling reasonable until you realize the features you actually need day to day are sitting behind another add on or a higher tier. Storage, advanced reporting, extra automation capabilities — it all adds up quietly until your renewal conversation becomes a bit of a shock.
The customization thing is a double edged sword. I appreciate that you can bend it to fit your process but that also means someone has to do that bending. We leaned on our admin constantly in the early months and there were a couple of instances where we genuinely had to bring someone external in just to untangle logic that felt like it should have been simpler to set up.
Page load times are something agents complain about more than I'd like. Nothing dramatic, no crashes, just that slight lag when a Lightning page has a lot going on. When you're moving fast through a queue it's the kind of thing that quietly grinds on you over a shift.
And honestly, the irony of getting slow support from a company whose entire product is about support is not lost on our team. Non urgent tickets can sit longer than you'd expect given what the platform costs.
What problems is the product solving and how is that benefiting you?
The biggest thing it solved for us was honestly just the chaos of having no single source of truth. Customer issues were getting lost between emails, someone would follow up on a case that was already resolved, or worse — nobody would follow up at all. That stopped pretty quickly once we got Service Cloud running properly.
Complaint handling became way more structured. Instead of relying on people to remember where things stood, the case timeline does that work automatically. Our team leads can actually see what's happening across the board without having to chase agents for updates every morning.
The knowledge base piece helped reduce repetitive back and forth too. New hires ramp faster because answers are documented and searchable rather than locked in someone's head.
Overall response times came down and customer satisfaction scores moved in the right direction within the first quarter. It's not a magic fix but having everything in one organized place makes a bigger difference than you'd expect until you've actually experienced it.
Complaint handling became way more structured. Instead of relying on people to remember where things stood, the case timeline does that work automatically. Our team leads can actually see what's happening across the board without having to chase agents for updates every morning.
The knowledge base piece helped reduce repetitive back and forth too. New hires ramp faster because answers are documented and searchable rather than locked in someone's head.
Overall response times came down and customer satisfaction scores moved in the right direction within the first quarter. It's not a magic fix but having everything in one organized place makes a bigger difference than you'd expect until you've actually experienced it.
Financial Services
Easy to Use and Great for Tracking Client Satisfaction
Reviewed on Jun 26, 2026
Review provided by G2
What do you like best about the product?
easy to use and be able to add track client satisfaction
What do you dislike about the product?
Nothing at this stage, happy with the system
What problems is the product solving and how is that benefiting you?
tracking customer communication in one place and be able to add regulatory requirements as well
TJ C.
Easy Setup and Anticipated AI Benefits
Reviewed on Jun 26, 2026
Review provided by G2
What do you like best about the product?
I like the ease of use with new functionality in Agentforce Service (formerly Salesforce Service Cloud), which allows me to spend less time on the PC and more time in front of customers. Also, the initial setup has been easy so far.
What do you dislike about the product?
That we haven’t fully deployed
What problems is the product solving and how is that benefiting you?
n/a
Computer Software
Seamless Omnichannel Experience with Powerful Supervisor Analytics and Case 360
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
The seamless Omni channel with Supervisor analytics in regards to different agents. And being able to access all the customer information on one page with Case 360.
What do you dislike about the product?
The lack of available connectors with social media channels like Meta. I want to be able to respond to customer comments and get social analytics
What problems is the product solving and how is that benefiting you?
Majority channels can be integrated and all cases can be responded to from one screen while keeping an eye on the SLAs as well.
rupam p.
Build and Configure Agents with Ease
Reviewed on Jun 24, 2026
Review provided by G2
What do you like best about the product?
I really like the paid service aspect of Agentforce Service, especially how it lets me build and configure my own agents to fit my business use case. I also appreciate the product's UI and the intelligence behind interacting with different cases. Setting up Agentforce Service was very easy, which is a huge plus for me.
What do you dislike about the product?
I think the one suggestion is that if there is an intelligence layer of how you can handle the cases, that will be very helpful. Or, you can add some more configuration on part of that.
What problems is the product solving and how is that benefiting you?
Agentforce Service solves customer connectivity and communication with different prospects, and addresses customer problems effectively.