Sold by: Salesforce, Inc.
Deployed on AWS
Resolve issues faster anytime, anywhere with AI-powered support.
Agentforce Service combines AI agents, human expertise, and trusted data in one platform. Automate routine tasks, equip service reps with insights, and deliver seamless support across every channel.
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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Delivery details
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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Customer reviews
Information Technology and Services
Unified Omnichannel Support with Agentforce AI That Speeds Up Resolutions
Reviewed on Sep 05, 2026
Review provided by G2
What do you like best about the product?
It unifies omni-channel support (phone, email, chat, web) into a single console, leveraging Agentforce for autonomous AI resolutions and automation to dramatically cut resolution times.
What do you dislike about the product?
Initial setup and tuning for Omni-Channel, CTI integration, and AI logic are highly complex, requiring a dedicated learning curve for admins and support teams.
What problems is the product solving and how is that benefiting you?
It eliminates support delays, fragmented customer history, and siloed agent knowledge, driving higher First Contact Resolution (FCR) and increased CSAT scores.
Carlos Dario M.
Seamless integration with our channels
Reviewed on Sep 02, 2026
Review provided by G2
What do you like best about the product?
We can link the agent to our WhatsApp and Facebook Messenger without any issues.
What do you dislike about the product?
Since the SDR Voice agent isn’t available yet for use inside Salesforce, we had to purchase it through another vendor.
What problems is the product solving and how is that benefiting you?
All those customers who really want to contact us only do so via WhatsApp or Facebook Messenger.
Pavan B.
Smooth Multi-Agent Task Execution Without Performance Hits
Reviewed on Aug 19, 2026
Review provided by G2
What do you like best about the product?
We can have multiple agents execute tasks simultaneously without impacting performance.
What do you dislike about the product?
bit expensive and limited access to onprem
What problems is the product solving and how is that benefiting you?
The usual “if/then” scripts in chatbots can be overcome with what’s currently available.
Jitendra S.
Powerful and flexible for building support workflows
Reviewed on Aug 12, 2026
Review provided by G2
What do you like best about the product?
Really flexible for building out support workflows. We used it with Experience Cloud to set up embedded chat with multi-language support, so customers and reps could talk in their own languages — huge win for our global users.
What do you dislike about the product?
Real-time translation for embedded chat isn't built in, so we had to write custom Apex logic ourselves. Works well, but extra dev time for something that feels like it should come standard.
What problems is the product solving and how is that benefiting you?
> Our customers on Experience Cloud spoke different languages, and reps couldn't always communicate with them directly. Embedded chat with translation logic fixed that — customers chat in their language, reps reply in theirs. Cut miscommunication and let us support more customers without needing multilingual reps for every language.
Shareef M.
Agentforce Breathtaking Technology
Reviewed on Jul 28, 2026
Review provided by G2
What do you like best about the product?
Everything from whole app launcher to sales console, the options, Integration on one page, settings, smooth platform to work, quickness in performance, AI Einstein option etc.
What do you dislike about the product?
Honestly, I have not come across anything which I found challenging. It is very good platform overall.
What problems is the product solving and how is that benefiting you?
I as an SDR agent do no analyse or assess the business problems on Agentforce service.