Name: Agentforce Service
Rating: 4.4 (412 reviews)

Overview

Product Information on Agentforce Service

Updated 13th October 2025

What is Agentforce Service?

Salesforce Service Cloud is a customer service software designed to facilitate case management, support automation, and multichannel communication for organizations. The software provides tools for case tracking, knowledge management, and workflow automation, helping support teams deliver consistent responses and manage inquiries across various channels including email, phone, chat, and social media. Service Cloud enables businesses to organize customer information, streamline service workflows, and track service metrics. It includes features for creating self-service portals and knowledge bases, allowing customers to find answers independently. The software addresses the need for efficient customer service operations by offering integrated reporting and analysis tools to monitor performance and improve service delivery.

Overall experience with Agentforce Service

Vice President Worldwide Customer & Mark

1B - 3B USD, Media

FAVORABLE

“Sales service cloud”

4.0

Feb 16, 2021

Very responsive provide us with resources that will help with adoption of new features. We are asked to participate in Pilots and Beta programs which help us in reaching business objectives. SFSC comes with AI/ML automation capabilities that increase our ability to do more with fewer agents.

IT MANAGER

50M - 250M USD, Software

CRITICAL

“Customisable Software with Underwhelming Performance”

2.0

Dec 20, 2024

While the customisability and the level of possible third party integrations is quite excellent the performance and usability as an actual customer support ticketing system is atrocious.

About Company

Company Description

Salesforce is a company that integrates artificial intelligence with customer relationship management and data to create solutions for customer-related concerns. Salesforce's primary business problem is to enhance the interaction between businesses and their customers by leveraging technology.

Company Details

Company type

Public

Year Founded

1999

Head office location

San Francisco, United States

Number of employees

10001+

Annual Revenue

30B+ USD

Website

http://www.salesforce.com

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Reviewer Insights for: Agentforce Service

Performance of Agentforce Service Across Market Features

Agentforce Service Likes & Dislikes

It can be customized to work for a global workforce and specific agent type. Lightning platform is much better than classic. It comes embedded with Einstein.

Very customisable and integrate-able.

It provides an easy way to provide customer support. Its hassle free and user friendly. Its built in feature lets us easily create, manage and follow up with the tickets. It improves our connection with clients.

SF changes the underlying technology frequency which leads to having to redo customizations in the process as well as the integrations. Certain AI features come with an additional cost such as automatic reply.

Terribly slow performance and clunky design leads to a serious slow down for effective staff.

Nothing that I dislike yet

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Peer Discussions

Agentforce Service Reviews and Ratings

Recommended Gartner Insights

Market Guide for Social Customer Service Applications

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50M-1B USD

Software

Review Source

Customisable Software with Underwhelming Performance

1B-10B USD

Retail

Very good customer service platform the initial setup requires maximum attention

3.0

Mar 20, 2024

This is an all-in-one platform, however how you implement it will really affect user adoption

GLOBAL DIRECTOR, WORKFORCE OPTIMIZATION

As we hear, everything is possibile with Salesforce, the question is at what cost????

Mar 6, 2023

As we used to hear, everything is possible with Salesforce, the question is, at what cost...

Media

Sales service cloud

Quality Analyst

<50M USD

IT Services

Amazing software

5.0

Oct 22, 2019

The whole platform can be customized. Its that flexible. It's geared to being detailed-oriented to suit your organization's needs. It has amazing features which allows to manage task without too much effort.