Sold by: Salesforce, Inc.Â
Deployed on AWS
With Agentforce Service, service never sleeps and reps are elevated on every channel.
Deliver seamless support across every channel and industry with Agentforce Service, the complete service platform powered by humans, AI agents, and trusted data. Let AI handle routine tasks and elevate human reps to boost productivity and CSAT.
4.4
Overview
Agentforce Service is the complete platform that empowers your service teams to deliver seamless support across every channel, from the contact center, to the field, to HR, and now IT Service. With humans and AI agents working together on one unified, metadata-based platform, you can transform every customer interaction into a personalized experience while driving efficiency.With Agentforce, AI agents take on high-volume routine tasks, quickly and accurately, freeing human agents to focus on complex, high-value customer interactions. This intelligent division of labor enables human agents to work smarter, supported by Agentforce advanced tools that enhance decision-making and streamline workflows. Together, human and AI agents collaborate in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers connect. This dynamic partnership not only elevates customer satisfaction but also drives significant operational efficiencies. By automating routine work and intelligently routing complex inquiries, Agentforce Service optimizes resource allocation and reduces service costs. Businesses accelerate resolution times, boost agent productivity, and scale support capabilities, all while minimizing overhead and maximizing ROI. Built for flexibility, Agentforce Service adapts to the unique demands of any industry, empowering organizations to stay agile, competitive, and ahead in the fast-evolving customer service landscape.
Highlights
- Seamless Human + AI Agent Collaboration: Human agents and AI agents work together in real time to deliver personalized, seamless, and exceptional customer support, every time, everywhere.
- Intelligent Automation at Scale: Agentforce activates AI agents to handle high-volume routine tasks effortlessly, freeing human agents to focus on complex cases with powerful tools that boost productivity and precision.
- Drive Efficiency & Maximize ROI: Slash service costs and accelerate resolution times by optimizing resources and scaling support operations, giving your business the agility and competitive edge it needs to thrive.
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Deployed on AWS
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Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Abhilash .
Smooth Onboarding and Customizable User Management
Reviewed on Dec 01, 2025
Review provided by G2
What do you like best about the product?
One of the feature that we are using is the user management system for our lms and it is having a smooth onboarding process with lots of customized panels.
What do you dislike about the product?
Sometime user entry seems to take some time to show up after it is entered maybe the data sync seems to be slow sometime.
What problems is the product solving and how is that benefiting you?
The user management is a nightmare working in large organisations and it solves this issue really well
Wholesale
Effortless Lead Management and User-Friendly Experience
Reviewed on Nov 24, 2025
Review provided by G2
What do you like best about the product?
It is easy to use and allows you to sort your leads efficiently.
What do you dislike about the product?
Sometimes the network can crash or take a long time to load.
What problems is the product solving and how is that benefiting you?
Being able to sort my leads and tell me who I should contact on specific days.
Utilities
Milestones and Entitlements Make Tracking Cycle Time a Breeze
Reviewed on Nov 20, 2025
Review provided by G2
What do you like best about the product?
Milestones and entitlements are very useful to track the cycle time.
What do you dislike about the product?
The email service and the email-to-case feature both have a 25 MB limit. Working hours and holidays needs to be extended to support with few other objects. We are forced to use case object for the milestones.
What problems is the product solving and how is that benefiting you?
we are using Case Milestone to track the cycle time of one of our process.
Shahrukh K.
A Reliable Platform for Managing Customer Support Work
Reviewed on Nov 18, 2025
Review provided by G2
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
Quishea B.
Great Experience From Beginning to End
Reviewed on Nov 15, 2025
Review provided by G2
What do you like best about the product?
I love how Salesforce keeps all my cases and tasks in one spot, so I’m not bouncing around trying to remember who needs what. It’s smooth for tracking updates, checking history, and staying on top of deadlines, which makes my day a lot easier and keeps everything organized.
What do you dislike about the product?
What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps cut down the confusion that comes with working across multiple teams. We can assign tasks to the right departments, track every update in one place, and keep everyone on the same page. It saves time, reduces miscommunication, and makes it easier for me to move cases forward without chasing down information.