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Salesforce.com Inc

Salesforce Agentforce Service

Composite Score

8.5 /10

CX Score

8.7 /10

171 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.

+87 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

8% Neutral

88% Positive

Pros

Reliable
Respectful
Security Protects
Continually Improving Product

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

Ease of Implementation

Breadth of Features

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

Ease of Customization

Salesforce Agentforce Service Reviews

Marcello L.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2026

An Intelligent Omnichannel Support

Likeliness to Recommend

9 /10

What differentiates Salesforce Agentforce Service from other similar products?

It’s comprehensive omnichannel support that supports self-service portals, emails, social channels and many others that enable analysts to view all interactions in a single timeline and this is key for customer journey It has a very strong data and compliance control that has field-level security, role based permissions, encryption and compliance

What is your favorite aspect of this product?

It’s omnichannel case management which enables our team to respond consistently across all channels and this eliminates repeated work I also like the Einstein tools which help my team to recommend next step or auto-populate case fields, which then improves CRM insights as it enhances agent performance

What do you dislike most about this product?

Its implementation is very complex It’s customization also requires experts due to multi-department approvals, complex case routing and the compliance checks all of which contributes to dependence on technical resources for smooth operations

What recommendations would you give to someone considering this product?

To obtain richer analytical reporting, it should be integrated with BI tools

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ashanda E.

Role: Human Resources
Industry: Government
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2025

A Powerful Tool That Gets Better the More You Use

Likeliness to Recommend

7 /10

What differentiates Salesforce Agentforce Service from other similar products?

Salesforce Agentforce stands out because it pulls everything into one place. I don’t have to jump between tools to see customer details, past chats, or tasks. It gives me the full picture in real time, so I can respond faster and more accurately. That level of visibility is what sets it apart for me.

What is your favorite aspect of this product?

My favorite aspect is how organized everything feels. I like that Agentforce brings all customer info, conversations, and tasks together, so I’m not scrambling to find details. It just makes my work smoother and helps me respond with confidence.

What do you dislike most about this product?

What I dislike most is that it can feel a bit overwhelming at first. There are so many features and tabs that it takes some time to get used to everything. Once you understand it, it’s great—but the learning curve in the beginning can be a little stressful.

What recommendations would you give to someone considering this product?

I’d recommend taking your time with it. Start with the basic features first so you don’t feel overwhelmed. It’s a powerful tool, so the more you explore, the more useful it becomes. If you’re looking for something that keeps all your customer details and tasks in one place, it’s definitely worth trying.

Pros

Helps Innovate
Enables Productivity
Trustworthy
Unique Features

Puneet K.

Role: Operations
Industry: Electronics
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Oct 2025

overall good experience with this Software

Likeliness to Recommend

9 /10

What differentiates Salesforce Agentforce Service from other similar products?

Sales provided end to end solution for supply Chain

What is your favorite aspect of this product?

Supplier Validation

What do you dislike most about this product?

Nothing for dislike as of now

What recommendations would you give to someone considering this product?

Full Software to use

Pros

Trustworthy
Saves Time
Client Friendly Policies
Helps Innovate

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

+87 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.

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.

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 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.

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.

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.

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

Marcello L.

An Intelligent Omnichannel Support

Likeliness to Recommend

Pros

Ashanda E.

A Powerful Tool That Gets Better the More You Use

Likeliness to Recommend

Pros

Puneet K.

overall good experience with this Software

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

Ease of Implementation

Breadth of Features

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

Ease of Customization