Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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External reviews are not included in the AWS star rating for the product.
Autonomous Service that Scales Without Increasing Headcount
What do you like best about the product?
The integration with Data Cloud is a game-changer. It provides a true 360-degree view, my agents see a customer’s live web activity and past purchases in the same window as the current chat.
The Atlas Reasoning Engine is not just "chat," it actually executes workflows like processing refunds or checking warranties autonomously.
The Atlas Reasoning Engine is not just "chat," it actually executes workflows like processing refunds or checking warranties autonomously.
What do you dislike about the product?
Moving from standard workflows to "Agentic AI" requires a shift in mindset and very clean data. If CRM data is messy, AI struggle, so the prep work for onboarding is significant. I also find the pricing for Flex Credits can be difficult to forecast initially.
What problems is the product solving and how is that benefiting you?
It solved Tier-1 burnout problem. Before Agentforce, our human agents were overwhelmed with simple status checks. Now, those are handled 24/7 by autonomous agents.
Now our customers get instant answers, and our employee retention is better because our human agents are doing more strategic work rather than repetitive data entry so performance has increased.
Now our customers get instant answers, and our employee retention is better because our human agents are doing more strategic work rather than repetitive data entry so performance has increased.
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.
Fast, AI-Powered Customer Answers with Agentforce Service
What do you like best about the product?
I like Agentforce Service because it helps people answer customer questions quickly. It keeps all the information in one place, so no one gets confused. It can also use smart thinking (AI) to give good answers. This makes customers happy and saves time. It is like a helpful friend who always knows the right answer. It feels like a big helper that makes customer service quick and organized
What do you dislike about the product?
I don’t like Agentforce Service because sometimes it is a little hard to learn at first. There are many buttons and options, so it can feel confusing. It also needs good internet to work properly. Sometimes it can be slow, which makes work harder. It feels like a tricky puzzle sometimes but everything else is fine.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps solve problems like not finding customer information and taking too long to answer questions. It keeps everything in one place and helps give quick replies and saves time.
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.
Efficient Case Management with AI Assistance
What do you like best about the product?
I like its AI-powered case resolution, which directly tackles the biggest pain in customer service by handling repetitive queries. This feature saves our time and enhances customer experience by reducing response times.
What do you dislike about the product?
It requires proper setup workflow which needs skilled admin or developer, which makes it complicated to set up. It is natively built on Salesforce, which requires too many moving parts to connect as the complexity comes from integrations, not from the configurations. It is a bit time-consuming.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service for case management, making omnichannel support seamless and reducing customer wait times. The AI-powered case resolution saves us time by handling repetitive queries and enhances customer experience by speeding up response times.
Balanced, Powerful but Complex to Manage
What do you like best about the product?
I like most about Agentforce Service is how it gives a complete, unified view of the customer in one place, so agents don’t have to jump between systems.
On top of that, built-in automation and AI features really help reduce manual work and speed up responses, while the platform remains flexible enough to customize for different business needs.
On top of that, built-in automation and AI features really help reduce manual work and speed up responses, while the platform remains flexible enough to customize for different business needs.
What do you dislike about the product?
One downside of Agentforce Service is that it can feel complex and heavy to configure, especially for advanced use cases. It also requires ongoing maintenance and optimization, and licensing costs can add up quickly as you scale.
What problems is the product solving and how is that benefiting you?
Agentforce Service solves the problem of disconnected systems and manual support processes.
It brings all customer interactions into one place and automates tasks like case routing and responses, which reduces delays and errors.
For me, this means faster resolutions, less manual effort, and better visibility, helping deliver more consistent and efficient customer support.
It brings all customer interactions into one place and automates tasks like case routing and responses, which reduces delays and errors.
For me, this means faster resolutions, less manual effort, and better visibility, helping deliver more consistent and efficient customer support.
Agentforce Service Makes Case Management Easy
What do you like best about the product?
When I used Agentforce Service it provides me ease in case management, real time customer information and Ai suggestions.
What do you dislike about the product?
What i disliked is the initial setup, customization and the integration which gets too complex.
What problems is the product solving and how is that benefiting you?
Earlier we dont have a clear view for customer view but now agentforce service has solved this problem and gave dashboard to manage emails, calls and chats.
Streamlined Case Management with Powerful Workflow Automation
What do you like best about the product?
I like the workflow automation capabilities it provides which streamline the whole case management process more efficient through different channels.
What do you dislike about the product?
I dislike the initial setup cost which is a bit higher for smaller business.
What problems is the product solving and how is that benefiting you?
I use it to automate my case management process for better customer satisfaction.
Makes Case Management Easy and Efficient
What do you like best about the product?
How it makes case management so easy for me.
What do you dislike about the product?
I dislike about the cost of the product.
What problems is the product solving and how is that benefiting you?
It helps me to connect with my customer more efficiently
Agentforce Makes Case Management Fast, Reliable, and Easy with AI
What do you like best about the product?
I used agentforce service for case management which helps me build solutions fast and reliable and by using AI features it is very easy to manage services.
What do you dislike about the product?
The only which i dislike is the initial setup cost and configurations needed for setup
What problems is the product solving and how is that benefiting you?
I used agentforce Service in my org for faster case management which leads to fast implementation.
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