I think the most important thing my team likes about Salesforce Agentforce is the way the agent builder works. It's quite user-friendly. The guardrails and design help in bringing the right outcome. The connectivity with data, especially the 360-degree view, is another important feature. It really helps us leverage both structured and unstructured data effectively. Additionally, the initial setup was quite easy, with no significant issues faced during configuration. Review collected by and hosted on G2.com.

I'm definitely looking for ways to improve the consumption of flex credits and have better visibility on their utilization. Another thing is with the autonomous agents—there's a lot of cases of hallucinations and several pain points my team is facing. I definitely would like to discuss these on a case-by-case basis. Review collected by and hosted on G2.com.

I find Salesforce Agentforce to be very in-depth and accurate with the information it produces, which allows me to streamline my process overall. It's a really helpful resource for account prospecting and outreach, helping me solve having accurate information around an account. It benefits me by allowing my prospecting workflow to be more streamlined. It acts as a source of truth for a lot of my accounts and helps me understand the nuances better. I also found the initial setup very easy and could complete it within my first week. I'd say it's one of our best platforms that we use. Review collected by and hosted on G2.com.

I think when the user is not up to date with putting in the information, that's where Salesforce Agentforce might be a touch inaccurate. Review collected by and hosted on G2.com.

I really like the connections that Salesforce Agentforce allows, as I don't need to keep switching between platforms to integrate, ensuring that the information recorded in Outlook is automatically within the system. I also find the initial setup process very easy, especially the basics, and the tool itself is easy to configure. Review collected by and hosted on G2.com.

I believe that the Salesforce Agentforce settings are not very intuitive. I think there are a lot of things you can do, but it's not obvious that you can do them. So, it's necessary to have a slightly more advanced knowledge to be able to take advantage of all the tools it can provide. Review collected by and hosted on G2.com.

I appreciate how Salesforce Agentforce acts as a Generative AI tool to quickly query and summarize leads, opportunities, and accounts. It supports deal flow automations and approvals, reducing the number of human interactions needed for deal approvals. The Salesforce Trust layer is reassuring because it ensures that our organization's data isn't used to train an LLM or model and anonymizes data before sending it for action or review. I like the BYO LLM model feature, which lets us select the best model for different use cases. Salesforce Agentforce integrates seamlessly with Data Cloud, allowing us to expose external data as a custom object in Salesforce. It also currently integrates with Oracle and Microsoft Dynamics 365, and setting it up was fairly easy, just needing extensive testing. Review collected by and hosted on G2.com.

It takes some time for the model to make the right decisions and also requires the right coding in the flow. I am looking to see Agentforce AI be used more easily in the actual coding and implementation side and not just the actual final product. Review collected by and hosted on G2.com.

Agentforce is an internal integration within the Salesforce platform that helps users in many ways. Its major contribution is providing AI-backed automation actions and performing tasks based on the instructions given to the Agentforce agent. Initially, it is implemented in Sales Cloud to help administrators generate summaries of record history, along with other related capabilities. Review collected by and hosted on G2.com.

As a new Salesforce user, I find it has a steep learning curve, and there are many things that need to be taken care of while implementing it in the system. In many scenarios, Agentforce solutions feel rigid and stick too closely to the given instructions. As an AI-backed platform, it should improve by learning from user interaction. Review collected by and hosted on G2.com.

I like the easy and clean interface of Salesforce Agentforce, which makes it simple to navigate. The strong data integration is another aspect I appreciate, as it ensures that data isn't siloed, leading to much stronger and highly relevant responses to my inquiries. Additionally, I find the speed of response impressive, which adds to the efficiency of using the platform. Review collected by and hosted on G2.com.

Constant upgrading of data integration sometimes means new info is not added into the platform, making it not as robust for day-to-day updates. For example, if there's a big event or conference and I need live updates, it isn't able to get it—it's not a bad thing, but reaching that capability would be nice. Review collected by and hosted on G2.com.

Deep CRM integration is probably the biggest differentiator. Agentforce is a complete, extensible, and open platform, letting you build and deploy digital labor for your customers and employees by leveraging existing workflows, data, and integrations that already power your business. That's hard to replicate if you're starting from scratch.

The trust and governance layer is also impressive. The Einstein Trust Layer is a robust set of features that protect the privacy and security of your data, improve the safety and accuracy of AI results, and promote responsible use of AI — with features like dynamic grounding, zero data retention, and toxicity detection.

Agentforce Builder's ease of use has gotten a lot of attention. You can describe what you want in natural language — like "Create an onboarding assistant that checks new hire tasks and sends reminders" — and the Builder converts that intent into a functioning agent, with a doc-style editor, a low-code canvas, and a script view for developers who want precise control.

Real-world results speak for themselves. Agentforce has helped customers like 1-800Accountant autonomously resolve 70% of administrative chat engagements during critical tax weeks, and increased Grupo Globo's subscriber retention by 22%.

Voice capabilities round out the picture nicely. Agentforce Voice delivers natural, human-like conversations that capture a brand's unique tone, and every conversation is transcribed live, giving human agents real-time visibility and allowing instant, seamless takeovers when needed. Review collected by and hosted on G2.com.

Pricing complexity and unpredictability is the most common complaint. When Agentforce first launched with a $2-per-conversation model, costs quickly became unpredictable and hard to budget for — conversations could run long, branch into side threads, and any exchange would count even if it wasn't meaningful. Salesforce reworked this into a Flex Credits model, but one ecosystem expert noted that competing platforms can build and integrate agents much more cheaply, and that Agentforce will need to be more cost-effective for broader adoption. Review collected by and hosted on G2.com.

I like that Salesforce Agentforce has caller ID, links to patient accounts, and allows us to document calls. With everything in one place, it's easy to navigate. The initial setup was easy, and I appreciate the possibility of using a wireless headset and connecting to a tablet, so we don't have to be stationary. This would allow us to get things accomplished in the building and on the phones while moving around and working. Review collected by and hosted on G2.com.

I think it needs to be a wireless system. It's not always easy having to change my availability for walk-in customers or issues in other parts of the building. When I'm not available, we miss calls and customers don't appreciate that. A wireless, non-stationary system and an automated system to assist patients when we're unavailable would be better. It should also be a self-serving system that's easy for elderly patients to use since many aren't phone or computer savvy. Review collected by and hosted on G2.com.

It has been easy to use for me as an activations rep at NiceJob. It is simple to work my leads and convert them into opportunities and keep track of my performance. Review collected by and hosted on G2.com.

I have heard it is hard to migrate to or do a zap with. I would also like a less boring interface, it is clear to see but too plain. I don't like the duplicates that sometimes come up. Review collected by and hosted on G2.com.

Salesforce Agentforce is helpful because it enables businesses to build AI-powered agents that can manage customer support, assist with sales, and automate workflows with greater speed and accuracy. Since it operates directly within the Salesforce ecosystem, companies can bring customer data, business processes, and AI capabilities together in a single platform. This helps employees save time on repetitive tasks like answering common customer questions, updating records, scheduling follow-ups, and generating insights from data. Agentforce can also improve the customer experience by delivering faster responses, more personalized interactions, and 24/7 support availability.

The main upsides of using Agentforce include higher productivity, stronger decision-making, lower operational costs, and better scalability. It automates routine work while freeing employees to focus on more strategic and creative tasks. Because Agentforce relies on real-time CRM data, it can offer more accurate recommendations and more tailored customer interactions. Another benefit is flexibility: organizations can customize AI agents to fit their industry needs, whether for sales, marketing, customer service, or e-commerce. In addition, Salesforce’s security and integration features help companies protect data while still connecting with other enterprise tools and applications. Review collected by and hosted on G2.com.

Salesforce Agentforce may be less helpful for organizations with limited technical expertise, smaller budgets, or relatively simple business operations. A major drawback is the high cost of implementation and ongoing maintenance, since businesses may need additional Salesforce licenses, customization, employee training, and continued support to use the platform effectively. The system can also be difficult to configure, especially for companies that are new to AI-driven automation or that do not already rely heavily on the Salesforce ecosystem. In some situations, AI-generated responses may miss important context or human nuance, which can result in inaccurate recommendations or customer dissatisfaction if the outputs are not closely monitored.

Another disadvantage is how dependent Agentforce is on data quality and smooth system integration. If customer data is incomplete, outdated, or poorly managed, the AI agents may generate ineffective or even misleading results. Businesses may also run into privacy, compliance, and trust concerns when sensitive customer information is handled through AI systems. On top of that, too much automation can reduce the personal touch in customer interactions and make the experience feel less human. Finally, organizations may become strongly tied to Salesforce products, creating vendor lock-in and making it difficult or expensive to move to another platform later. Review collected by and hosted on G2.com.