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.
Details
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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.
Support
Vendor support
AWS infrastructure support
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
Ritik S.
Helpful Tool for Managing Customer Support
Reviewed on Sep 26, 2026
Review provided by G2
What do you like best about the product?
What I like best is that Agentforce Service brings customer support activities into one place. It makes it easier to manage customer cases, track conversations, and organize support requests. I also like the automation features because they can reduce repetitive work and help support teams respond faster.
What do you dislike about the product?
The main thing I dislike is that it can take some time to understand and set up all the features. Some of the advanced options feel a bit complicated for new users, and customization can require extra configuration. It would be easier if the setup and interface were more straightforward
What problems is the product solving and how is that benefiting you?
It helps solve the problem of managing customer support requests and keeping customer information organized in one place. It makes it easier to track cases, follow up on issues, and automate some repetitive tasks. This saves time and helps provide faster and more consistent support.
Khushi B.
Customizable filters, but improve customer service
Reviewed on Sep 25, 2026
Review provided by G2
What do you like best about the product?
I love the filter options of Agentforce Service. It helps me jump to any step instantly and find things quickly. I can customize it according to my needs, making the search process fast and easy.
What do you dislike about the product?
Customer service can be better, and when asking to add some customized tasks, flows, or steps, it takes a lot of time.
What problems is the product solving and how is that benefiting you?
Agentforce Service eases my work by keeping lead data centralized, avoiding the need to jump between systems. The filtering feature helps locate information swiftly.
PatJohn A.
Powerful caseload management
Reviewed on Sep 25, 2026
Review provided by G2
What do you like best about the product?
Everything about a student lives on one record: notes, emails, tasks, and history. That single view, plus the action queues, keeps my caseload organized and makes follow-ups fast. It's also automation-friendly, which has let me cut a lot of repetitive work.
What do you dislike about the product?
Too many clicks and slow page loads for routine tasks. Closing a task and logging a note for one student can take a dozen steps. Search is hit or miss, and most customization needs an admin, so small workflow improvements take a long time to land. It's powerful but not lightweight.
What problems is the product solving and how is that benefiting you?
It keeps a large caseload organized so nothing falls through the cracks. Every student's history, notes, and open tasks are in one place, and the daily task queues tell me who needs outreach. That's made my follow-up more consistent, which directly supports course completion, and it saves me from maintaining separate tracking spreadsheets.
Tania M.
Flexible, User-Friendly, and Boosts Team Productivity
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
It’s easy to customise by adding fields, mapping, and integrating with add-on tools based on your particular business needs. It’s flexible and user-friendly. Their customer support is friendly and timely, and adoption has helped the team increase productivity.
What do you dislike about the product?
Some of the tools that were included in previous versions have become add-ons, which does increase the price. However, based on the functionality, the tool is still worth what it costs.
What problems is the product solving and how is that benefiting you?
It helps the sales team stay on top of their leads and stay connected. It also keeps the marketing team in sync with sales, making it easy to coordinate promotions, email blasts, and campaigns.
Higher Education
Report Creation Is Easy, but Data Analysis Feels Too Difficult
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
I love creating reports from already existing reports that my coworkers created
What do you dislike about the product?
I do not like how difficult it is to analyze data
What problems is the product solving and how is that benefiting you?
It is easy to manage those that volunteer with our organization and sending out automated communications has been life saving