Salesforce Agentforce Service
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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Security Protects
- Acts with Integrity
- Helps Innovate
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Product Strategy and Rate of Improvement
Vendor Support
Availability and Quality of Training
Ease of Customization
Salesforce Agentforce Service Reviews
Ashanda E.
- Role: Human Resources
- Industry: Government
- Involvement: End User of Application
Submitted Dec 2025
A Powerful Tool That Gets Better the More You Use
Likeliness to Recommend
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
Submitted Oct 2025
overall good experience with this Software
Likeliness to Recommend
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
Precious E.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jul 2025
Powerful Customer Service Solution
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
Salesforce Service Cloud's comprehensive set of features and capabilities makes it an ideal choice for businesses prioritizing customer support and service excellence
What is your favorite aspect of this product?
My favorite aspect of Salesforce Service Cloud is its ability to provide omnichannel support, allowing businesses to engage with customers across various channels and provide a seamless and consistent customer experience.
What do you dislike most about this product?
I dislike the complexity and cost associated with implementing and customizing Salesforce Service Cloud, as it can be overwhelming and expensive, especially for smaller organizations.
What recommendations would you give to someone considering this product?
I recommend you carefully defining your business requirements, assessing scalability, and evaluating customization options to ensure Salesforce Service Cloud aligns with your organization's goals and needs.
Pros
- Helps Innovate
- Continually Improving Product
- Includes Product Enhancements
- Unique Features
Cons
- Leverages Incumbent Status
