Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Agentforce Service Cloud Ease To Use
What do you like best about the product?
Agentforce Service is especially appreciated for how it combines generative AI agents with CRM data to deliver automated, 24/7 service, which can significantly boost agent productivity. Users also value its centralized case management and streamlined workflows, along with fast, actionable AI-driven insights that help improve customer satisfaction. Service is cloud easy to use. The customer support is very helpful, I use service cloud very frequently, and it is easy to integrate with other systems
What do you dislike about the product?
Users often find Agentforce Service (formerly Salesforce Service Cloud) difficult to adopt because of high implementation costs, a steep learning curve, and demanding configuration requirements. Common drawbacks include expensive licensing, the need for specialized administrators to set up and maintain the system, and potential AI reliability concerns—for example, sentiment analysis that can be inconsistent or the AI occasionally ignoring instructions.
What problems is the product solving and how is that benefiting you?
AI agents that autonomously resolve, automate routine tasks, and unify customer data. It benefits users by reducing ticket backlogs, boosting agent productivity via AI insights, and increasing CSAT scores with 24/7, instantaneous, and personalized service across all channels.
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: Natural Responses That Handle Repetitive Tasks
What do you like best about the product?
Agentforce Service stands out for its intelligent automation, which takes care of routine tasks such as case summaries and suggestions so agents can focus on more complex issues. It also offers a complete 360-degree view of customer data, making it easier to understand context and respond effectively. Overall, it feels like a reliable, scalable platform that boosts productivity, helps speed up case resolution, and improves the overall customer experience.
What do you dislike about the product?
For complex or sensitive cases, human intervention is still necessary, since AI can’t handle everything on its own. The platform can also feel fairly complicated during the initial setup and configuration. Pricing may be on the higher side as well, especially once you factor in additional features, licenses, and usage-based components. On top of that, the AI features need the right data and careful tuning to produce accurate results, and the initial implementation can take significant time and effort before it delivers the outcomes you expect.
What problems is the product solving and how is that benefiting you?
Before using Agentforce Service, our customer data was spread across multiple systems, which made it difficult to get a complete view of each customer. This often led to delays, repeated questions, and inconsistent responses. With Agentforce, all customer interactions are now centralized in one place, giving our team a clear 360-degree view of each customer. As a result, coordination has improved, duplication of work has decreased, and we’re able to provide faster, more consistent support.
Trusted AI You Can Rely On
What do you like best about the product?
The trusted AI and security features and faster resolving customer issues are the features which I like the most about it.
What do you dislike about the product?
High cost and implementation complexities and it also supports limited languages so these features I didn't like about it.
What problems is the product solving and how is that benefiting you?
Agentforce is an AI automation tool which solve the customer issues and I used it in Cassie -> Mulesoft -> Data Cloud -> Salesforce Integration. Using it, my centralized preferences data is stored in Data cloud and then it allows the AI agents to view communicatio
AgentforceService Makes Customer Support Smarter, Faster, and More Efficient
What do you like best about the product?
AgentforceService is an advanced AI-powered solution in Salesforce that automates customer support in a smarter, more efficient way. It provides strong efficiency and productivity by working across multiple channels, handling common customer requests, and asking intelligent follow-up questions to better understand issues and deliver more accurate responses.
What do you dislike about the product?
Agentforce Service is a powerful platform, but it can feel quite complex especially during setup and configuration. It often requires assistance during the setup process. The cost is also on the higher side, and its features and license fees are much higher. Sometimes I also find that the AI isn’t always fully reliable at the beginning and needs proper data and tuning to work accurately.
What problems is the product solving and how is that benefiting you?
Earlier, our team spent a lot of time managing repetitive queries and coordinating across systems. Agentforce Service has helped us address challenges like slow response times, manual ticket handling, and managing customer data. As a result, we’ve improved response times, reduced manual effort, and freed up the team to focus on more complex issues. It has also helped us scale our support operations more efficiently.
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.
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