Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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External reviews are not included in the AWS star rating for the product.
Organizational Lifesaver with Room for UI Improvements
What do you like best about the product?
I like that Agentforce Service keeps everything in one place, so I never have to look for things in different locations. It remembers every conversation we've had with customers, which is really helpful. The reports are very cool because I can see how many problems got fixed and how quickly we resolved them. It's like having a super organized notebook. The organization feature helps me find any customer information super fast without wasting time. Conversation tracking is great because I can see everything from before, so customers don't have to repeat themselves. The reporting feature acts like a report card for my team, showing how quickly we are solving problems. I also appreciate that we connect Agentforce Service with our email, so customer emails automatically come into the system without manual copying and pasting.
What do you dislike about the product?
There are too many buttons and options on the screen, which makes it really confusing for new people to learn. Sometimes the system is slow, which is really frustrating. We also wish reports were a little easier to understand because sometimes they look too complicated. The initial setup was not very easy and took quite a long time because there were so many things to configure and set up before we could start using it.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to track customer issues, preventing missed problems. It stops duplicate work and speeds up responses. It keeps everything organized in one place and simplifies seeing problem resolution status, improving our efficiency.
Transforms Customer Support with a Smart, Unified Workspace
What do you like best about the product?
What makes Agentforce Service stand out is how it transforms the chaotic world of customer support into a single, highly intelligent workspace. Instead of forcing support reps to flip back and forth between different software programs to find an order number or check a customer's history, it pulls every piece of data into one clear screen.
What do you dislike about the product?
Agent for service introduce heavy financial strain due to its enterprise focus price in structure while the software promise revolutionary automation the licensing fees alone act as massive barrier for mid size support team
What problems is the product solving and how is that benefiting you?
Solve critical opportunal bottlenecks by replacing rigid manual workflows with autonomous data grounded AI
Agentforce Service Streamlines Support with AI Automation and a 360° Customer View
What do you like best about the product?
What I like most about Agentforce Service is how it streamlines customer support through AI-driven automation, omnichannel case management, and a complete 360° view of the customer. It enables teams to resolve issues more quickly, boosts agent productivity, and helps deliver a more personalized customer experience.
What do you dislike about the product?
One downside of Agentforce Service is that it can get expensive and more complex as you scale. The platform also has a steep learning curve and often requires dedicated admins or consultants to handle customization. On top of that, some advanced AI and integration features require extra setup and may involve additional licensing.
What problems is the product solving and how is that benefiting you?
Agentforce Service is helping solve challenges such as slow response times, fragmented customer support channels, and repetitive manual work. It centralizes customer interactions, uses AI to automate routine cases, and gives agents a complete view of the customer within a single platform. As a result, our team has become more efficient, case resolution times have decreased, and we’re able to deliver a faster, more personalized customer experience.
Seamless AI-Driven Support Across Every Channel
What do you like best about the product?
AI-driven service with Agentforce provides a seamless experience across chat, voice, email, social media, WhatsApp, and more. Powerful tools like Flow and automation rules help streamline repetitive tasks and keep day-to-day work moving smoothly. It also includes a built-in knowledge base with AI suggestions that support both agents and customers.
What do you dislike about the product?
The total cost of ownership (TCO) may increase. It requires significant setup effort and the right level of expertise to get everything configured properly. The AI component (Agentforce) is still maturing.
What problems is the product solving and how is that benefiting you?
Customer information is scattered across our CRM, ticketing tools, emails, and third-party systems. This can be solved by providing a Customer 360 unified view that integrates data from multiple systems into a single interface, so everything is easier to find and use in one place.
Easy-to-Use Automation and Omnichannel Support That Boosts Efficiency
What do you like best about the product?
Its easy-to-use interface, automation features, and omnichannel support help improve customer service efficiency while also reducing response times.
What do you dislike about the product?
The platform can feel expensive for smaller teams, and some of the more advanced customization options come with a steep learning curve.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps streamline customer support by automating case management, which reduces response times and improves issue tracking. As a result, it boosts team productivity and enhances overall customer satisfaction.
Streamlined Customer Support with Helpful Automation and Dashboards
What do you like best about the product?
What I like most is how is it becomes to manage customer support in one place, the platform help me track customer issues assign cases quickly and improve response time. I also found the dashboard and automatic features very helpful because the reduce manual work and make the support process smoother.
What do you dislike about the product?
One thing I dislike is that the platform can feel more overwhelming at first especially for new users some features take time to understand properly and customisation may be required technical support, in some cases the system can also fill up bits lower when handling large amount of data.
What problems is the product solving and how is that benefiting you?
Agentic force service helps manage customer support request in one Central platform reducing response time and improving issue tracking it automates repetitive task organise help desk operations efficiently and improve communication between support teams and customers this has increased productivity and help provide fast and more accurate customer support.
AI-Powered Omnichannel Support with Seamless Salesforce CRM Integration
What do you like best about the product?
What I like most about Agentforce Service is how it brings customer support together across multiple channels, while using AI-driven automation to help improve response times and boost agent productivity. I also appreciate its seamless integration with Salesforce CRM, which gives service teams a complete view of the customer and makes it easier to deliver faster, more personalized support experiences.
What do you dislike about the product?
One thing I dislike about Agentforce Service is how complex and overwhelming it can be to configure, especially for teams that don’t have dedicated Salesforce admins or strong technical expertise. It’s a powerful platform, but as business needs grow, customization and integrations can quickly become time-consuming, and licensing costs can add up and get expensive.
What problems is the product solving and how is that benefiting you?
Agentforce Service helps us address challenges such as slow response times, disconnected support channels, and a high agent workload by centralizing customer interactions and using AI to automate routine service tasks. As a result, we’ve seen faster case resolution, improved customer satisfaction, stronger agent productivity, and more personalized support experiences across channels.
Agentforce Service Is a Game-Changer for Autonomous Problem Solving
What do you like best about the product?
find most impressive about Agentforce Service is how it shifts the focus from just managing tickets to actually solving problems autonomously. Coming into the industry, you see how much time is usually spent on repetitive Tier 1 queries, but Agentforce uses the Atlas Reasoning Engine to actually "think" and take action on those tasks without needing a human to intervene every time. It’s exciting because it doesn't just replace the old Service Cloud; it upgrades it into a system where AI agents and humans work as a unified team, using real-time data from Data Cloud to stay accurate. For someone starting out, it’s a game-changer because it allows us to focus on complex, high-value customer interactions while the AI handles the high-volume, routine work
What do you dislike about the product?
Most users dislike Agentforce Service for its high cost and pricing complexity, particularly the shift toward consumption-based billing that can make budgets unpredictable. The platform is often criticized for being overly complex, requiring specialized consultants for setup and featuring a "heavy" interface that can feel bloated for smaller teams. Additionally, the AI itself can be difficult to maintain, as it relies heavily on perfectly clean data and often requires precise prompt engineering to avoid "hallucinations" or inaccurate customer responses.
What problems is the product solving and how is that benefiting you?
Agentforce Service solves the problem of fragmented customer data and agent burnout by unifying information through Data Cloud and automating routine, repetitive tasks. This benefits you by providing 24/7 instant support for customers, which significantly lowers wait times and operational costs while allowing human agents to focus on high-value, complex issues. Ultimately, it turns a reactive support center into a proactive operation that can resolve problems before a customer even reaches out, leading to higher satisfaction and better scalability.
Great Extensibility, Painful Deployments, and SOQL Limits
What do you like best about the product?
Being an engineer integrating systems into CRMs, one specific architectural aspect of Salesforce skills my appreciation is Salesforce allows us to create custom REST services with reliable one to many, many to one, and many to many pairings of Salesforce objects. Thus, staying at the intersection of Salesforce, custom REST, and micro services hosted via Node.js and PHP is a comfortable realm to exist within as long as one is familiar with Salesforce's data model.
The springing increment of productivity Salesforce works with when compared to it's preceding versions, is directly related to the iteration of the Lightning Web Components. Lightning Web Components sprint at the speed of the new JavaScript and the speed of web designed components. This then allows more tailored customer inclusive dashboards within the scope of and across your sales and operational teams.
The backend of Salesforce is massive. It is massive beyond the Java-like syntax the Salesforce provides in the form of Apex, especially in the construction of backend logic, automated batch jobs, and depression monitoring. A complete construction of a backend in Salesforce is heavily dependent on the granular security model. It has the provision of creating complex role hierarchies, sharing rules, and field level security. This then allows a completely functional backend coupled with a clean code base. It allows the pages and data to give the backend a complex role.
The springing increment of productivity Salesforce works with when compared to it's preceding versions, is directly related to the iteration of the Lightning Web Components. Lightning Web Components sprint at the speed of the new JavaScript and the speed of web designed components. This then allows more tailored customer inclusive dashboards within the scope of and across your sales and operational teams.
The backend of Salesforce is massive. It is massive beyond the Java-like syntax the Salesforce provides in the form of Apex, especially in the construction of backend logic, automated batch jobs, and depression monitoring. A complete construction of a backend in Salesforce is heavily dependent on the granular security model. It has the provision of creating complex role hierarchies, sharing rules, and field level security. This then allows a completely functional backend coupled with a clean code base. It allows the pages and data to give the backend a complex role.
What do you dislike about the product?
Governor Limits help manage the load of SOQL queries in multi tenant cloud architecture. However, I encountered a System.LimitException: Too many SOQL queries 101 in the middle of a lengthy transaction due to a recursive trigger. This architecture is rather painful.
These limits are hard to manage in complex transactions. Having to protect code in such a system is unnecessary and counterproductive. This causes engineers to become unproductive and less helpful. Unproductive engineers equate a more unhelpful and less satisfying end user experience.
Nate and SFDX CI/CD are helpful in pushing code Salesforce (SF) cloud more quickly. The other alternative is the Change Set. Change-Set o CI/CD code are more helpful than moving files such as a SF Admin. However, pushing SFDX and Change-Set code still causes SF cloud pain. The cloud's merge conflicts are complex due to the code PUSH's, code admin profiles, and due to the giant swamp of code that SF cloud consists of.
Lastly, the SF code swamp progressively becomes worse due to the unification of constructor confusion. A spaghetti org is ceaselessly formed when the SF cloud is designed to help low level IT admin push code and automations through the platform due to the UI automations and cloud. The cloud provides too many automations. The automations are in UI. The automations conflict with each other. This results in engineers having to dig through a quagmire that is a conflict cloud to resolve said conflicts.
These limits are hard to manage in complex transactions. Having to protect code in such a system is unnecessary and counterproductive. This causes engineers to become unproductive and less helpful. Unproductive engineers equate a more unhelpful and less satisfying end user experience.
Nate and SFDX CI/CD are helpful in pushing code Salesforce (SF) cloud more quickly. The other alternative is the Change Set. Change-Set o CI/CD code are more helpful than moving files such as a SF Admin. However, pushing SFDX and Change-Set code still causes SF cloud pain. The cloud's merge conflicts are complex due to the code PUSH's, code admin profiles, and due to the giant swamp of code that SF cloud consists of.
Lastly, the SF code swamp progressively becomes worse due to the unification of constructor confusion. A spaghetti org is ceaselessly formed when the SF cloud is designed to help low level IT admin push code and automations through the platform due to the UI automations and cloud. The cloud provides too many automations. The automations are in UI. The automations conflict with each other. This results in engineers having to dig through a quagmire that is a conflict cloud to resolve said conflicts.
What problems is the product solving and how is that benefiting you?
Salesforce manages all aspects of our relationship with a customer over time. Sales, billing, and support databases are fundamentally different systems. Salesforce collapses the separation with a highly scalable, unified truth.
Salesforce solves all engineering concerns for the team from the perspective of a controlled and secure large CRM. Engineers of the team do not think of scaling a database or a server infrastructure or the lowest layer of a CRM authentication. Salesforce shifts the concern to custom business logic, API integration, and data integrity.
Salesforce does have a steeper learning curve and governance is required to control the chaos but when a disciplined team steers Salesforce to the end goal, it is guaranteed that Salesforce will be one of the best enterprise solutions.
Salesforce solves all engineering concerns for the team from the perspective of a controlled and secure large CRM. Engineers of the team do not think of scaling a database or a server infrastructure or the lowest layer of a CRM authentication. Salesforce shifts the concern to custom business logic, API integration, and data integrity.
Salesforce does have a steeper learning curve and governance is required to control the chaos but when a disciplined team steers Salesforce to the end goal, it is guaranteed that Salesforce will be one of the best enterprise solutions.
Platform with strong automation for agents
What do you like best about the product?
It's highly configureable case management, automation flow and routing rules significantly reduce manual workload once properly set up. Also the Omni channel /chat, email, phone) in one unified console makes agent productivity much higher compared to fragmented tools.
What do you dislike about the product?
It's complex set up in the start if a user wanna do without experienced admin. a new user can misconfigure flows, permissions or routing logic. Sometimes i face lag in the performance with highly customization organization.
What problems is the product solving and how is that benefiting you?
It centralizes customer support operation cases, interactions and history all in one platform eliminating fragmented tools and improving response consistency.
More importantly automation including flows, routing reduce the manual workload and speeds up resolution time and allow me on higher value tasks.
More importantly automation including flows, routing reduce the manual workload and speeds up resolution time and allow me on higher value tasks.
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