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.
+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?
Pros
- Reliable
- Respectful
- Security Protects
- Continually Improving Product
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
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
Siddharth j.
- Role: Operations
- Industry: Education
- Involvement: Vendor Management and Renewal
Submitted Jun 2024
Easy UI with few limitations
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
It provides transparency and easy UI to Vendors
What is your favorite aspect of this product?
Fetching reports of the cases anytime
What do you dislike most about this product?
It does not give us the SLA statuses like For how many days any case was on Waiting on customer
What recommendations would you give to someone considering this product?
One of the best tool for vendor management
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
SAMANTHA R.
- Role: Sales Marketing
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Mar 2026
Good product
Likeliness to Recommend
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
Submitted Jan 2026
An Intelligent Omnichannel Support
Likeliness to Recommend
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
