Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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
Agentforce Service’s Proactive AI That Anticipates Issues Before Customers Do
What do you like best about the product?
Unlike other chatbots with a fancier name, Agentforce Service is absolutely proactive. It predicts a problem or an issue before the customer even realizes there's a problem and becomes the first one to reach out to the customer.
What do you dislike about the product?
AI sounds very confident and the way it answers every query of customers, they think that the solution provided is correct but sometimes the provided solution may be wrong or not fully personalized for that customer as the solution can be bit generic.
What problems is the product solving and how is that benefiting you?
Earlier customers always used to complain that "they have already explained several times the issue they are facing", so Agentforce Service has resolved this by bringing everything in a one room. No more communicating with different departments by starting everything from start, it stores each and every interaction a customer ever has with that particular organization.
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.
Less Support Tool, More AI Teammate - Once You Survive the Setup.
What do you like best about the product?
Agentforce Service hits different because it's proactive, not reactive - IoT signals trigger fixes before complaints are filed, AI resolves the routine stuff autonomously, and when a human does need to step in, the seamless escalation means zero context-switching, zero repetition. And all of it runs on the Einstein Trust Layer, so you're not trading security for speed.
What do you dislike about the product?
It's powerful but it feels like you are paying premium price for features you are still figuring out how to use. You spend more time configuring it than actually benefiting from it.
What problems is the product solving and how is that benefiting you?
It eliminates the exhausting cycle of repetitive cases and scattered context. I spend less time digging through data and more time actually solving problems that need a human brain behind them.
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