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Salesforce.com Inc

Salesforce Agentforce Service

Composite Score

8.6 /10

CX Score

8.8 /10

169 Reviews Write a Review

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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

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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

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.

85 Likeliness to Recommend

1
Since last award

93 Plan to Renew

2
Since last award

79 Satisfaction of Cost Relative to Value

1
Since last award

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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

Quality of Features

Business Value Created

Usability and Intuitiveness

Breadth of Features

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Salesforce Agentforce Service Reviews

Kyle B.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2023

It does a lot, but not very easy to use!

Likeliness to Recommend

7 /10

What differentiates Salesforce Agentforce Service from other similar products?

It works the best with SalesForce Sales Cloud and all of their other other products compared to their competitors.

What is your favorite aspect of this product?

Having service, sales, implementation, etc. all using the same platform.

What recommendations would you give to someone considering this product?

It's great for big companies that are more complex.

Pros

Respectful
Reliable
Performance Enhancing
Enables Productivity

Cons

Slower Product Innovation
Inhibits Innovation
Commodity Features

Venkateshwar Naidu D.

Role: Information Technology
Industry: Retail
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Ese of user and easy to build

Likeliness to Recommend

10 /10

What differentiates Salesforce Agentforce Service from other similar products?

faster GTM, easy to. build and roll

What is your favorite aspect of this product?

Einstein with Lightning experience and omnichannel

What do you dislike most about this product?

Costing is bit high

What recommendations would you give to someone considering this product?

got for it but make sure you have the right impementation team

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Sean H.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Turning Customer Service into Customer Success

Likeliness to Recommend

8 /10

What differentiates Salesforce Agentforce Service from other similar products?

The 360-degree customer view it offers

What is your favorite aspect of this product?

The user-friendly interface. Robust analytics and reporting tools

What do you dislike most about this product?

It does not have AI-driven chatbots and advanced sentiment analysis.

What recommendations would you give to someone considering this product?

Major on the scalability and long-term benefits while considering if it's an investment

Pros

Helps Innovate
Efficient Service
Saves Time
Altruistic

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

85 Likeliness to Recommend

1 Since last award

93 Plan to Renew

2 Since last award

79 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

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.

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.

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.

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.

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.

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.

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.

Salesforce Agentforce Service Reviews

Kyle B.

It does a lot, but not very easy to use!

Likeliness to Recommend

Pros

Cons

Venkateshwar Naidu D.

Ese of user and easy to build

Likeliness to Recommend

Pros

Sean H.

Turning Customer Service into Customer Success

Likeliness to Recommend

Pros

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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

Quality of Features

Business Value Created

Usability and Intuitiveness

Breadth of Features

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support