Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Einstein AI and a 360° Customer View That Elevate Personalized Support
What do you like best about the product?
The features such as Einstein AI, that help resolve customer inquiries automatically, and the fact that, it provides a 360-degree view of customers, integrating data from sales and marketing services for personalized interactions, are some of the best things that I like
What do you dislike about the product?
What I dislike is the usage-based cost. I find it a bit expensive—almost $2 per conversation. It’s also difficult to budget for if it isn’t managed properly.
What problems is the product solving and how is that benefiting you?
We were struggling with high ticket volumes and slow response times. After implementing Agentforce, our team was able to automate routine queries, which reduced our manual workload by 30%. The AI integration has provided seamless support, letting us focus more on complex cases and ultimately improve our overall ROI.
Powerful but Demands Patience
What do you like best about the product?
Agentforce Service is incredibly flexible and scalable for managing customer support operations. The ability to customize workflows, automate case management, and integrate with other Salesforce products makes it a strong platform for growing businesses. Features like omnichannel routing, knowledge base, and reporting dashboards really help in improving agent productivity and customer satisfaction. It’s especially powerful when you know how to leverage Apex, LWC, and automation tools properly.
What do you dislike about the product?
The platform has a steep learning curve, especially for new users. Initial setup and customization can be time-consuming and sometimes overly complex. Performance can occasionally lag with heavy customizations, and licensing costs can be high for smaller teams. Also, debugging and deployment in complex orgs can get messy if not managed properly.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps solve issues around fragmented customer support and inefficient case handling. Before using it, managing queries across channels like live chat, help desk, and self-service portals can feel scattered and slow. With centralized case management and omnichannel routing, it ensures that customer requests are tracked, prioritized, and resolved faster.
It also reduces manual work through automation, improving response times and agent productivity. Features like knowledge base and self-service options help deflect repetitive queries, allowing teams to focus on more complex issues. Overall, it leads to better visibility, faster resolutions, and a more consistent customer experience.
One problem i faced personally was when i was setting up the agentforce voice is was really hard and there are no such help articles that support for amazon contact centre
It also reduces manual work through automation, improving response times and agent productivity. Features like knowledge base and self-service options help deflect repetitive queries, allowing teams to focus on more complex issues. Overall, it leads to better visibility, faster resolutions, and a more consistent customer experience.
One problem i faced personally was when i was setting up the agentforce voice is was really hard and there are no such help articles that support for amazon contact centre
Smarter Customer Service with AI Automation and Unified Omnichannel Support
What do you like best about the product?
What I love most about Agentforce Service is its AI-powered automation that handles routine queries effortlessly, freeing up my team for more complex issues. The unified omnichannel dashboard and smart Einstein AI suggestions have significantly improved our response times and overall customer satisfaction
What do you dislike about the product?
The initial setup and customization can be quite overwhelming and time-consuming, often requiring dedicated admin expertise. Also, the pricing is on the higher side, which can be a concern for smaller teams, and occasional system lags during peak hours can disrupt the workflow
What problems is the product solving and how is that benefiting you?
Earlier I was struggling with managing customer queries across multiple channels separately, but now with Agentforce Service's unified omnichannel dashboard and AI-powered automation, we can handle all interactions from a single platform, significantly reducing response times and improving overall team productivity
Agentforce Service Streamlines Support and Cuts Manual Effort
What do you like best about the product?
What I like most about Agentforce Service is how much it reduces manual effort in day to day support work. A lot of routine queries get handled automatically, so I can focus on cases that actually need attention. It did take some time to get comfortable with it in the beginning, but once you get used to it, it makes the workflow much smoother.
What do you dislike about the product?
One thing I don’t like about Agentforce Service is that it can feel quite complex, especially in the beginning. There are a lot of features and settings, so it takes time to understand how everything fits together.
What problems is the product solving and how is that benefiting you?
One major problem was handling too many customer requests manually. It used to take a lot of time to reply, update cases, and keep track of everything.
With Agentforce Service, a lot of this is now automated. It handles routine queries, suggests responses, and updates records, which saves time and reduces workload.
With Agentforce Service, a lot of this is now automated. It handles routine queries, suggests responses, and updates records, which saves time and reduces workload.
Streamlined Customer Communication, Needs UI Simplification
What do you like best about the product?
I use Agentforce Service to help customers when they have questions or problems, and I like that it keeps everything in one place. I can see customer details, messages, and issues easily, which helps me to reply fast and not forget anything. It makes my work easier and helps me provide the right answers. I also appreciate that it's easy to use and not too hard to understand, and it helps me connect with customers in different ways, like chat and email. It really helps me find information quickly and communicate with customers efficiently through chat, call, and email from one system.
What do you dislike about the product?
Sometimes it is hard to understand at the beginning as it has too many options on the screen. It can be slow at times, it can be better if it's simpler and faster. First, the screen could be less crowded as there are many buttons so it is confusing. Second, it can be faster while loading data. Third, there can be a simple guide or tips for new users for a smooth experience.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to easily access customer details in one place, which helps me resolve issues quickly and avoid losing information. It streamlines communication with customers through chat, email, or phone.
Easy to Use, but Overall Experience Needs Improvement
What do you like best about the product?
easy to use and support team was good about answer questions
What do you dislike about the product?
integrations to other sides can be clucky and hard to manage
What problems is the product solving and how is that benefiting you?
It was taking some labour off the team by using ai agents instead
Super Fast and Easy, But Needs Dark Mode
What do you like best about the product?
I find Agentforce Service super fast and incredibly easy to use. It's easy to understand, and the features are diverse yet simple to navigate. I particularly appreciate the email feature, which is really fast and efficient, even faster than I could manage manually. Overall, I love everything about it.
What do you dislike about the product?
The dark mode setting. It's not working for me. And I can get my work done even more if my entire screen was in dark mode.
What problems is the product solving and how is that benefiting you?
Agentforce Service handles my emails quickly, solving queuing problems, and reduces time spent on tasks to just a few minutes.
Unified Hub for All Customer Interactions
What do you like best about the product?
It’s unified and brings all customer interactions into one place.
What do you dislike about the product?
It’s quite complex and not very beginner-friendly.
What problems is the product solving and how is that benefiting you?
Reducing manual work through automation.
Proactive IoT + Secure AI Escalations Make Agentforce Service Feel Self-Healing
What do you like best about the product?
What I love about Agentforce Service is that it's always one step ahead - thanks to proactive IoT integration, it detects and fixes issues before customers even notice. Add in the Einstein Trust Layer keeping everything secure under the hood, and seamless escalations that hand off full context to humans instantly - it's less of a support tool and more of a self-healing customer experience engine.
What do you dislike about the product?
It's powerful but demanding - You're paying enterprise pricing for something that still needs an army of consultants and internal experts to function the way it was demoed. The ROI takes a while to show up - if it does.
What problems is the product solving and how is that benefiting you?
The biggest win is cutting down repetitive ticket volume. Agents were spending half their day answering the same five questions - Agentforce handles that now. Not perfectly, but enough to actually free up the team for cases that need a human brain.
Clean, Intuitive Platform with Strong Integrations, Performance, and ROI
What do you like best about the product?
Within Agentforce everything comes together in a cohesive, easy to utilize platform. The UI is clean and intuitive, which made it easy for our teams to adopt. We did some integrations that worked into other systems to push/pull data as needed. The overall performance has been great with minimal downtime, and we have agreed that although it is more expensive, the pricing was worth it- and we have seen our returns on investment. When we onboarded- we worked with partners to help us configure and understand our implementation, and we've had continued support when trying to see what else the system can do. We have started using the built in AI, which is at the early stages but are confident we will be able to apply daily usage as well.
What do you dislike about the product?
My main dislikes have been how some of the tasking/sub-portions have been. Salesforce is a massive company and if you are not also a massive company there isn't as much of a personal touch.
What problems is the product solving and how is that benefiting you?
Prior to using the product we struggled to identify trends and mine data. Agentforce has been helping us to do that and creating visuals that assist in driving home the issues
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