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Salesforce.com Inc

Salesforce Agentforce Service

Composite Score

8.4 /10

CX Score

8.6 /10

172 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

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0 Top Rated Capabilities

4 Top Rated Features

Latest Award, 2026

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.

84 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

78 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.

+84 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?

5% Negative

9% Neutral

86% Positive

Pros

Respectful
Security Protects
Continually Improving Product
Reliable

Feature Ratings

Average 82

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Customer Self Service Capabilities

Agent Collaboration

Intelligent Search

Mobile Customer Care

Multi-Channel Support

Agent Scripting

Vendor Capability Ratings

Average 77

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Implementation

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

Ease of IT Administration

Ease of Customization

Salesforce Agentforce Service Reviews

Pankaj K.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2024

Excellent product for Customer Care

Likeliness to Recommend

10 /10

What differentiates Salesforce Agentforce Service from other similar products?

We have been using Salesforce Service cloud since the beginning of our project, the best part is ease of integration with other CRM applications . Previously we were using Ring DNA and now Nextiva and the integration was so smooth .

What is your favorite aspect of this product?

Integration and Data Analytics

What do you dislike most about this product?

Nothing to dislike about

What recommendations would you give to someone considering this product?

I would highly recommend this product to anyone who is planning to go for it for contact center services, this product is great to use, user friendly, easy integration and excellent technical support.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Efficient Service

SAMANTHA R.

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

Validated Review

Verified Reviewer

Submitted Mar 2026

Good product

Likeliness to Recommend

7 /10

What differentiates Salesforce Agentforce Service from other similar products?

Much better customer service and ease of usages

What is your favorite aspect of this product?

Ease of usages

What do you dislike most about this product?

Nothing but price

What recommendations would you give to someone considering this product?

Do your research

Pros

Continually Improving Product
Reliable
Performance Enhancing
Efficient Service

Cons

Wastes Time
Vendor Friendly Policies
Less Fair

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

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

84 Likeliness to Recommend

1 Since last award

92 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 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, including intake, status tracking, ownership, queues, routing, escalation, decision trees, and guided resolution workflows.

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

Customer Self Service Capabilities Customer portals for case submission, case status tracking, knowledge access, customer-facing resolution wizards, and guided service request flows.

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

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.

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.

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.

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.

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

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

Pankaj K.

Excellent product for Customer Care

Likeliness to Recommend

Pros

SAMANTHA R.

Good product

Likeliness to Recommend

Pros

Cons

Marcello L.

An Intelligent Omnichannel Support

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

Customer Self Service Capabilities

Agent Collaboration

Intelligent Search

Mobile Customer Care

Multi-Channel Support

Agent Scripting

Vendor Capability Ratings

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Implementation

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

Ease of IT Administration

Ease of Customization