Agentforce Service
Salesforce, Inc.External reviews
7,044 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Case Management, Needs Better Data Handling
What do you like best about the product?
I use Agentforce Service to manage customer support and track service requests in one centralized platform, which helps our team handle cases efficiently. I like its centralized case management and automation features as they make it easy to track customer issues, manage interactions across channels, and quickly access customer history. The automation and AI features assist agents by reducing manual work and improving the overall customer service experience. Centralized case management allows our team to track and manage all customer requests from one platform, monitor case status, assign tasks, and maintain a complete history of customer interactions. This ensures that no issue is missed. The automation features reduce repetitive tasks such as case routing, follow-ups, and status updates, allowing agents to focus more on solving customer problems.
What do you dislike about the product?
The main issues I have with Agentforce Service are that it requires very clean data, or else the AI gives wrong answers. There are limited integrations too, leading to incomplete responses. It’s also expensive, and there’s unclear ROI. It’s not fully automated, and the UI can feel complex.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service for managing customer support and tracking requests. It centralizes cases, reduces manual work with automation, improves response times, and provides a complete customer interaction history, enhancing overall service efficiency.
Powerful Automation and AI Chatbots That Speed Up Customer Support
What do you like best about the product?
i like its powerful automation capabilities that helps me streamline my customer support process by resolving cases faster with features like Chatbots and Ai capabilities.
What do you dislike about the product?
i think its complexity make it harder and difficult for beginners to fully utilize its capabilities without proper training.
What problems is the product solving and how is that benefiting you?
It helps me solve the key customer support challenges, slower response time and inefficient case management.
360-Degree Customer View That Streamlines Personalized Support
What do you like best about the product?
The biggest advantage is the 360-degree view of the customer, which allows agents to see all interactions, cases, and history in one place. This helps in delivering personalized and consistent support without switching between multiple systems.
What do you dislike about the product?
Customization and configuration, while powerful, can also be time-consuming and may require technical expertise or developer support. This can slow down implementation and ongoing changes.
What problems is the product solving and how is that benefiting you?
It helps address issues like scattered customer data, slow response times, and manual, repetitive processes. With features like centralized case management, omnichannel support, and automation (Flows, AI-driven routing), it ensures that customer queries are handled efficiently and consistently.
Powerful AI Automation and Personalized Support, but Setup Feels Overwhelming
What do you like best about the product?
I like the agentforce service because it has the personalized support and AI suggestion and I use agentic Ai bot to automate redundant tasks that reduces human effort.
What do you dislike about the product?
It is overwhelming and complex to setup. Also needed to provide more information for the tasks
What problems is the product solving and how is that benefiting you?
Mainly it solves the repetitive tasks and solving customer queries also saves times.
AI-Powered Automation That Speeds Up Case Resolution and Personalizes Support
What do you like best about the product?
The AI profficiency tool helps users to automate case summaries andit also helps to enable proactive support such as identifying potential issues. It can alsomanageconversation across mutiple channels as well like email, chat and social media
What do you dislike about the product?
I have mainly faced configuration issues, like unable to find proper documentation for the errors faced. Like i also felt its not user friendly for someone who is new to the platform. I have also seen many Ui issues that appear while using the application
What problems is the product solving and how is that benefiting you?
There are Ai agents involved that minimize the need for other human involvement less, repetatiove tasks can easily be performed, routine complex tasks can easily be handled well by it.
From Chatbot to Deor : Autonomous Power with a Steep Data Tax
What do you like best about the product?
It turns AI from a suggester into the doer.By Using your existing Apex and flows, it automously executes tasks-like processing returns or records updates - rather than just drafting text. It's a functional teammate, not just a chatbot
What do you dislike about the product?
While Agentforce is the powerful, there are significant hurdles that often frustate developers and busines leader. Here is what i dislike most
1. high "data hygiene" debt.
2. Pricing Complexity & "Bill Check"
1. high "data hygiene" debt.
2. Pricing Complexity & "Bill Check"
What problems is the product solving and how is that benefiting you?
It solves the reactive bottleneck by shifting AI from just suggesting text to autonomously executing the Task
Operational Efficiency
Developer Leverage
Real Time Context
Operational Efficiency
Developer Leverage
Real Time Context
Agentforce is good AI agent service but with complex implementation
What do you like best about the product?
Agentforce have AI agents that work with human agents. Agentforce provides 24/7 resolution by reasoning through complex queries, accessing CRM data, and automating tasks.Agentforce Insights for Managers
What do you dislike about the product?
Agentforce Service have high cost and complex implementation.
It also have pricing complexity. It also have a problem of AI accuracy and trust. It requires intense training.
It also have pricing complexity. It also have a problem of AI accuracy and trust. It requires intense training.
What problems is the product solving and how is that benefiting you?
Agentforce Service solves high volume service by deploying AI agent to handle routine task. It has high operational cost. It has inefficient case management
Flexible AI Automations That Unify Customer Data and Boost Agent Efficiency
What do you like best about the product?
I like how it combines the AI automations to unified the customer data and improve my entire support experience and the ai capabilities that it provided help my agents to work in a more efficient way by suggesting some good responses and by recommending the next step
What do you dislike about the product?
The thing i dislike about it would its complexity , cost the the initial implementation difficulty that make it harder to use specially for the smaller teams. Integration and implementaion is a very time consuming process
What problems is the product solving and how is that benefiting you?
It helps me with improving the efficiency for my case resolution process by summarizing the important details from the case details and recommending the best possible next step to the user it provides a full 360 view of the customer allowing agents to work in more efficient and effective way
Very Helpful for Complex Requests with Reliable 24/7 Support
What do you like best about the product?
It is very helpful as it helps in complex service requests and it also provides 24/7 supoport which is very helpful for teams working in different time zones.
What do you dislike about the product?
There is not any certain things that i dislike but one thing we can manage is ,it is little complex and there can be unpredicatable costs which sometimes can effect.
What problems is the product solving and how is that benefiting you?
One of the biggest problems it solves is slow customer support and service challenges . With the help of Agentforce service now customer service has become very easy and consistent with 24/7 support. This feature is helping organisation to work more frequent on the feedbacks submitted.
Powerful All-in-One Customer Service Platform with Flexible Automation
What do you like best about the product?
I like best about Agentforce Service is its power to use multiple customer service operations on a single platform with options to have various automation and customization.
I Like multiple features like flows, AI recommendations, This gives us option to manage cases across email,chat,phone which ultimately enhance customer experience.
I Like multiple features like flows, AI recommendations, This gives us option to manage cases across email,chat,phone which ultimately enhance customer experience.
What do you dislike about the product?
I sometimes do not like the complexity of tools that it provides. Its hard to efficiently use it the way it is designed or I would say configured because it has a dependency on data quablity. Also its a bit expensive after add-on features and license.
What problems is the product solving and how is that benefiting you?
It saves time and manual efforts by making things automate, We can automate repeated tasks such as case routing, approvals etc.
It helps in providing better customer experience.
It gives us feature to create reports and dashboards which help clients to make analysis and improve performace for future.
It helps in providing better customer experience.
It gives us feature to create reports and dashboards which help clients to make analysis and improve performace for future.
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