Salesforce.com Inc

Salesforce Agentforce Service

Composite Score

8.6 /10

CX Score

8.8 /10

168 Reviews Write a Review

Get Demo

In Partnership With SelectHub

Claim Software

What is Salesforce Agentforce Service?

Salesforce Agentforce Service (formerly Salesforce Service Cloud) software gives you faster, smarter customer support. Personalize every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, and more.

Company Details

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

Awards & Recognition

Salesforce Agentforce Service won the following awards in the Customer Service - Enterprise category

Filter By

0 Top Rated Capabilities

4 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

0 Top Rated Capabilities

1 Top Rated Features

2024

Strategy and Innovation
Product Impact

2023

0 Top Rated Capabilities

1 Top Rated Features

2023

Service Experience
Product Impact

2022

0 Top Rated Capabilities

1 Top Rated Features

2022

Salesforce Agentforce Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Agentforce Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

1
Since last award

95 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

{y}

{name}

Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+88 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Salesforce Agentforce Service?

4% Negative

9% Neutral

87% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Helps Innovate

Feature Ratings

Average 82

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Agent Collaboration

Customer Self Service Capabilities

Intelligent Search

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 77

Business Value Created

Quality of Features

Breadth of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

Salesforce Agentforce Service Reviews

Anusha K.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2025

Email 2 Case , Live Agent, Queues, Repots are best

Likeliness to Recommend

8 /10

What differentiates Salesforce Agentforce Service from other similar products?

Case creation has multiple ways , it helps the organizations to interact with their customers in efficient way and providing the solution to their cases

What is your favorite aspect of this product?

Automatic case creation and assigning to skill based queue and routing

What do you dislike most about this product?

Service console some times takes little more time to load the pages and tabs of the record page.

What recommendations would you give to someone considering this product?

If the organizations needs an service base application kind of Support center or live agent or any automations with customer related activities , we can opt service cloud , as it has many prebuilt features and also we can customize as needed.

Pros

Reliable
Trustworthy
Unique Features
Efficient Service

Veera Reddy P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Service console, live agent, many great features

Likeliness to Recommend

8 /10

What differentiates Salesforce Agentforce Service from other similar products?

Tabs availability and single page centric case details with multiple sections and lightning quick action tabs

What is your favorite aspect of this product?

Console view and live chat support

What do you dislike most about this product?

There is cost involved for each license or feature

What recommendations would you give to someone considering this product?

If our project needs service cloud which mainly deals with cases, definitely we can buy this product licenses.

Pros

Enables Productivity
Efficient Service
Effective Service
Saves Time

Anu Priya R.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Powerful but Needs Better Customization & Pricing

Likeliness to Recommend

8 /10

What differentiates Salesforce Agentforce Service from other similar products?

It offers strong AI-driven automation, seamless CRM integration, and extensive case management tools, making it a top choice for enterprises handling high customer interaction volumes.

What is your favorite aspect of this product?

The automation and AI-powered case management significantly improve efficiency, reducing manual effort in ticket handling and response times.

What do you dislike most about this product?

The complex pricing structure and reliance on add-ons for essential features make it expensive and less accessible for some organizations.

What recommendations would you give to someone considering this product?

Ensure your team has proper training to maximize its capabilities, and carefully review pricing and required add-ons to avoid unexpected costs.

Pros

Continually Improving Product
Reliable
Unique Features
Efficient Service

Salesforce Agentforce Service

What is Salesforce Agentforce Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

Salesforce Agentforce Service Ratings

86 Likeliness to Recommend

1 Since last award

95 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love Salesforce Agentforce Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Salesforce Agentforce Service Reviews

Anusha K.

Email 2 Case , Live Agent, Queues, Repots are best

Likeliness to Recommend

Pros

Veera Reddy P.

Service console, live agent, many great features

Likeliness to Recommend

Pros

Anu Priya R.

Powerful but Needs Better Customization & Pricing

Likeliness to Recommend

Pros

Most Popular Salesforce Agentforce Service Comparisons

HubSpot Service Hub

Zendesk for Service

Freshdesk

Microsoft Dynamics 365 Customer Service

Zoho Desk

Oracle Service

1
Since last award

1
Since last award

1
Since last award

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Agent Collaboration

Customer Self Service Capabilities

Intelligent Search

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Business Value Created

Quality of Features

Breadth of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization