Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best-in-Class Service Management with Real-Time Order Tracking
What do you like best about the product?
I use Agentforce Service (formerly Salesforce Service Cloud) for my contact center. I find it a best-of-breed solution for service management. I appreciate how it brings real-time order information into Data 360, which helps with the order tracking process. Additionally, the initial setup was easy, which was a relief. On a scale of 1 to 10, I would likely recommend it as a solid 9 to a friend or colleague.
What do you dislike about the product?
I can't accurately track orders with Agentforce Service (formerly Salesforce Service Cloud). Also, bringing data into Data 360 without storing it doesn't work as well as I'd like.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to integrate real-time order information into Data 360, which helps address the challenge of accurately tracking orders.
Intuitive, Yet Occasionally Unreliable
What do you like best about the product?
I like the intuitiveness and ease of using Agentforce Service, making it simple for me to manage and set up processes like creating flows and actions. It's really smart how it fills in gaps on its own while following instructions. This level of automation makes handling customer support tasks like order tracking, order history retrieval, and facilitating communication with representatives much more efficient.
What do you dislike about the product?
Sometimes it produces results which are not there, hallucinating it.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps customers track orders, find order history, raise cases for missing orders, and talk to representatives.
Powerful, scalable, but requires structured implementation to unlock value
What do you like best about the product?
We’ve been using Agentforce Service for managing customer service operations, and overall, it’s a solid platform—but it really depends on how well you implement it.
What I like most is that everything is in one place. You can see the full customer history, past cases, and interactions without jumping between tools. That alone makes a big difference in how quickly issues get resolved.
The automation side is also strong. Once workflows and routing are set up properly, a lot of manual work just disappears. It helps the team focus more on actual problem-solving instead of repetitive tasks.
The newer AI features (Agentforce) are useful, especially for summarizing cases and helping with responses. It’s not perfect, but it does save time in day-to-day work.
On the downside, it’s definitely not something you can just start using instantly. Setup takes time, and if your data or processes aren’t structured properly, you won’t get the full value. It can also get expensive, so you need to be clear about what you want to achieve before investing heavily.
Overall, it’s a great platform if you’re serious about scaling service operations—but you need the right setup and mindset to make it work.
What I like most is that everything is in one place. You can see the full customer history, past cases, and interactions without jumping between tools. That alone makes a big difference in how quickly issues get resolved.
The automation side is also strong. Once workflows and routing are set up properly, a lot of manual work just disappears. It helps the team focus more on actual problem-solving instead of repetitive tasks.
The newer AI features (Agentforce) are useful, especially for summarizing cases and helping with responses. It’s not perfect, but it does save time in day-to-day work.
On the downside, it’s definitely not something you can just start using instantly. Setup takes time, and if your data or processes aren’t structured properly, you won’t get the full value. It can also get expensive, so you need to be clear about what you want to achieve before investing heavily.
Overall, it’s a great platform if you’re serious about scaling service operations—but you need the right setup and mindset to make it work.
What do you dislike about the product?
What I don’t like about Agentforce Service is that it’s not as simple as it looks from the outside.
The biggest challenge is the complexity. Setting it up properly takes time, and if your workflows or data aren’t clearly defined, things can get messy quickly. Most teams end up needing a dedicated admin or external consultant just to make it work smoothly, which adds to the overall cost.
Another issue is the cost structure. The base platform is fine, but once you start adding features, integrations, or AI capabilities, the pricing increases quite a bit. It’s something you need to plan for upfront; otherwise, it can feel expensive over time.
Integration can be another pain point. If you’re connecting it with existing systems, it’s not always straightforward—sometimes you need custom development or the right connector to make everything work seamlessly.
The biggest challenge is the complexity. Setting it up properly takes time, and if your workflows or data aren’t clearly defined, things can get messy quickly. Most teams end up needing a dedicated admin or external consultant just to make it work smoothly, which adds to the overall cost.
Another issue is the cost structure. The base platform is fine, but once you start adding features, integrations, or AI capabilities, the pricing increases quite a bit. It’s something you need to plan for upfront; otherwise, it can feel expensive over time.
Integration can be another pain point. If you’re connecting it with existing systems, it’s not always straightforward—sometimes you need custom development or the right connector to make everything work seamlessly.
What problems is the product solving and how is that benefiting you?
We use Agentforce Service mainly to solve the problem of fragmented customer service operations and slow resolution times.
Before using it, the biggest issue was that customer interactions were scattered across emails, calls, and different tools. There was no single view, so agents had to spend time figuring out context instead of actually solving problems. Agentforce brings everything into one place, giving a complete view of the customer and their history, which has made responses faster and more consistent.
Another major problem it solves is manual, repetitive work. Tasks like case assignment, follow-ups, and basic responses used to take a lot of time. With automation (flows, macros, routing), a lot of that is now handled automatically, which improves team productivity and reduces turnaround time.
It also helps with delayed response and poor prioritization. Cases are automatically tracked, categorized, and routed to the right person, so nothing gets missed and urgent issues are handled faster.
Before using it, the biggest issue was that customer interactions were scattered across emails, calls, and different tools. There was no single view, so agents had to spend time figuring out context instead of actually solving problems. Agentforce brings everything into one place, giving a complete view of the customer and their history, which has made responses faster and more consistent.
Another major problem it solves is manual, repetitive work. Tasks like case assignment, follow-ups, and basic responses used to take a lot of time. With automation (flows, macros, routing), a lot of that is now handled automatically, which improves team productivity and reduces turnaround time.
It also helps with delayed response and poor prioritization. Cases are automatically tracked, categorized, and routed to the right person, so nothing gets missed and urgent issues are handled faster.
Comprehensive Tool with Integration Power
What do you like best about the product?
I like how Agentforce Service keeps everything in one place—cases, customer data, and communication—making it easy to manage support work. The automation features save a lot of time, and the dashboards provide clear insights into team performance. I also appreciate how it helps centralize all customer data, improving overall support efficiency. The ability to manage and track support cases easily enhances response time and team coordination. The integration with other tools and systems through APIs keeps all customer communication connected, making the support process more efficient.
What do you dislike about the product?
One thing that could be improved in Agentforce Service is that it can feel a bit complex and overwhelming for new users. Sometimes customization and setup take time, and the cost can be high for smaller teams. Also, performance can slow down a bit when handling large amounts of data.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to centralize customer data, improve response time, and enhance team coordination. It automates repetitive tasks and provides insights, helping deliver consistent customer service and improved support efficiency.
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
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.
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.
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
showing 21 - 30