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
Kelly B.
Milestones and Business Hours Made Easy, Unless it's a Custom Object
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
Ability to create milestones and business hours for our clients.
What do you dislike about the product?
That you cannot extend business hours to custom objects in Salesforce for usage in formula calculations.
What problems is the product solving and how is that benefiting you?
Built in feature functionality make this a reason to have Service licensing vs just Sales Cloud.
Computer & Network Security
Agile Support CRM, but Missing Some Core Full-CRM Basics
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
agile CRM capabilities for different support use cases.
What do you dislike about the product?
There are basic functions that were not considered, because it was created with Sales in mind, not a full CRM.
What problems is the product solving and how is that benefiting you?
We are able to provide a space for the customers to connect with our support teams and have a central spot for self help.
Maham H.
End-to-End Service Orchestration with Salesforce Data and Agentforce
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
From an architecture perspective, I particularly value the ability to orchestrate the entire service journey from omnichannel intake and intelligent routing to knowledge, automation, proactive engagement, and AI-powered resolution without creating disconnected point solutions. The combination of trusted Salesforce data and Agentforce also makes it possible to deliver much more personalized and context-aware service at scale.
What do you dislike about the product?
The biggest challenge I see with Agentforce Service is that getting the full value from the platform can require significant architecture, configuration, and data maturity. Agent performance is heavily dependent on having clean, well-governed CRM data, strong knowledge content, clearly defined processes, and well-designed guardrails.
What problems is the product solving and how is that benefiting you?
The biggest benefit for me is productivity and scalability. Service teams can spend less time on repetitive tasks and more time on high-value customer interactions, while customers get faster, more consistent, and more personalized support. From an architecture perspective, I also value having AI, CRM data, automation, and human engagement working together within the same service ecosystem.
Education Management
Invaluable One-Source-of-Truth CRM for a 360° View
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
The ability to have everything in one place as a one-source-of-truth model is helpful being able to view the needs of the target population in mind. To have a 360 degree view of the situation, the audience, the problem, and potential solutions in one place is invaluable.
What do you dislike about the product?
There is a ramp up time to get up and running and/or used to the system but that is true of any CRM really.
What problems is the product solving and how is that benefiting you?
The ability to segment needs by Case, rather than having a deluge of paper tickets sitting on one's desk helps to increase productivity and minimize a ticket being lost and not worked on.
Oil & Energy
User-Friendly Interface with Powerful, Flexible Business Functionality
Reviewed on Sep 10, 2026
Review provided by G2
What do you like best about the product?
User friendly interface and powerful but flexible business features
What do you dislike about the product?
it gets difficult to keep up with all the product/licensing changes and to estimate the real costs
What problems is the product solving and how is that benefiting you?
It helps us manage support requests and claims with automated flows and connected channels, concentrating all in one platform