--- title: Agentforce Service (formerly Salesforce Service Cloud) Reviews meta_title: 'Agentforce Service (formerly Salesforce Service Cloud) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 7359 reviews by the users' company size, role or industry to find out how Agentforce Service (formerly Salesforce Service Cloud) works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 7359 scale: '5' date_modified: '2026-08-14' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Agentforce Service (formerly Salesforce Service Cloud) Reviews **Vendor:** Salesforce **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,359 ## About Agentforce Service (formerly Salesforce Service Cloud) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform ## Agentforce Service (formerly Salesforce Service Cloud) Pros & Cons **What users like:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. (1259 reviews) - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. (1102 reviews) - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. (1097 reviews) - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. (973 reviews) - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. (591 reviews) - Automation (545 reviews) - Centralization (523 reviews) - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. (516 reviews) - Customization (478 reviews) - Centralized Information (433 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. (697 reviews) - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. (583 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. (474 reviews) - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. (423 reviews) - Limitations (416 reviews) - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. (413 reviews) - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. (368 reviews) - Limited Features (344 reviews) - Difficult Implementation (322 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. Not my Favorite **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I guess I like it because I’m used to it. Other than that I really don’t. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I struggled when I started with it, it just doesn’t seem logically organized to me. Some of the menus are in sections that are completely not relevant to what you would need to access them for. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I get everything done that I need to. I wouldn’t say I solve problems with Salesfirce. I would say I solve problems. Sales force does what it’s supposed to. I don’t seem to be adept at the operation of it perhaps. ### 2. Salesforce organizes all your data, in an unfriendly way **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce is a great place to bring all your data together into one CRM tool. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The UI is outdated, the navigation is complicated, and the permissions are frustrating to manage. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We are trying to use salesforce to manage all of our support desk requests and calls. We also store our knowledge base articles there. ### 3. Salesforce review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Writing and Editing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce recommendation: I like the integration of information and how that helps my company streamline business operations. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I do not like the amount of information that may not be useful in tabs. It feels clustered when looking for information. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Engaging leads at the right moment. ### 4. Lots of places to get lost in something that should make life really simple **Rating:** 2.5/5.0 stars **Reviewed by:** Nathan D. | Client Services Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Everything can be taken care of in one place. You can manage support, you can manage sales, you can manage content. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There are so many places to get lost and if you do not have a salesforce admin cert, it is impossible to set up the way you want. Heck, even then it's hard. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Make sure you have a Salesforce Admin on your side! **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We are managing our entire support system through Salesforce service cloud. ### 5. Kind of clunky **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** December 07, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce is easily accessible from the cloud so data is easily shared across machines, teams, and the like. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I suspect that my use of Salesforce was not its originally intended use case. I work in IT. At the time, I was using it as part of my roll in a Technical Support position. For myself and those in my roll, Salesforce was easily the worst of the CRMs we were using. And that's saying something considering most (if not all) CRMs are pretty terrible. Salesforce seems to be geared more toward having multiple contributors, but the particular use case for my specific team was on a 1:1 basis. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** It really depends on what it would be used for. In my experience, there is sure to be something better out there. Most CRMs work fine in their original iteration, but any updates specific to company or departmental needs cause it to become a vastly clunky and less than useful monstrosity. Salesforce is also license-based which made it hard to have all the people we needed to use it be able to. I understand the reason why this is a common methodology for implementation from this type of tool, but it makes for a poor user experience. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We used Salesforce to interact with other departments within the organization who were primarily using Salesforce as their method for tracking and logging issues. In that regard, Salesforce did an adequate job, but I feel it could easily have been replaced with any other cloud-based CRM-type system. ### 6. If only I could copy/paste images **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Lots of integrations, dashboards, flexibility **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I can't copy/paste images, which is a serious pain **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** work order ticketing system ### 7. Issues with connectivity **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Very simple solution for chat support and sales to handle new incoming leads **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Lots of issues with connectivity es and drops with chats. Dependent on development for custom solutions **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Handling all chats for support for the different business units ### 8. Used for cloud data management **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Ease of use ease of adaptability with regional database **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** user interface is not very interesting. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Its easy to use. Used for a lot of software integration products **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** management of multiple clouds and forking the data into regional database ### 9. Great product **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We love using sales force to keep tack of service tickets and make sure everyone knows what happens with them **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Application crashes sometimes and you need to start over **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Relationship management ### 10. You gotta try Salesforce! **Rating:** 3.0/5.0 stars **Reviewed by:** Maryanne N. | Commercial Lines Technical Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It’s a complete upgrade from the system our call center used before. The functionality was easy to use as well as easy to train other employees. It has great features (like attaching documents to certain call logs). It’s also very sleek (new). **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I haven’t had a bad experience so far using this system. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Great tool, very recommended for call centers **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** This system was used as an upgrade for our call center. It’s great for call or email communication with customers. It’s also great tool to implement various policy or client information that can be shared internally. ### 11. Desk.com review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It is easy to implement as a quick startup. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Extremely rigid in terms of API integration. Support is terrible for desk.com, If your company is dependent on this solution , I would recommend looking at something else. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** I'd be careful before engaging with Desk.com, they are phasing this out and pointing customers to Salesforce service cloud . If you currently have a desk account you can extend it , but no new accounts are allowed with the platform at this time. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Used as a Triage for our HR department and for quick answers. ### 12. Desk.com - CRM Platform **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The CRM is what you'd like and incredibly configurable to fit into your business workflow. Its especially useful for getting a call center up in running in an efficient way to raelly understand the data and what your employees and call center deliver to your customers each day. Tracking VOC by product or user is easy to do and a huge asset for product teams. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The content management center (Help Center) is incredibly difficult and tedious to use. There is no customizable reporting or efficient ways to rebrand. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We needed a way to easily perform our customer service and technical help desk issues from one platform while also having a content management solution to easily deliver release updates, changes and help articles to our users to reduce the amount of calls/emails the help center was getting day to day. ### 13. Sales force use for customer relationship and onboarding **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Performance and ease of use. Help desk find it easy to use **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** some custom requirements are not easy to add **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** customer onboarding ### 14. It's Okay **Rating:** 3.0/5.0 stars **Reviewed by:** Maureen M. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's really easy to assign cases to employees and categorize them. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I have to scroll down to the middle of the case page to find out what the case is about or who the client is. It isn't immediately clear if an issue is resolved or not - many employees will close the case without making note of any resolution or actionable steps. We also can't tell if this is the first time a client has called in or if they've had previous issues. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** It's really easy to use, but does take a little bit of getting used to. If training is offered, definitely take it. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It's used to track calls that come in via the customer call center. It helps organize the hundreds of calls that come in each day, and categorizing them makes sure it's resolved by the appropriate department in a reasonable time frame. ### 15. Great way to maintain pressure next information **Rating:** 3.0/5.0 stars **Reviewed by:** Lauren J. | Delivery Consultant, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We use this as our main hub to hold all project information. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some menus are not easy to find and easy for things to become ‘lost’. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Now there is a more central way to have project information stored. ### 16. Though the features are great, the ramp up time has been a bit crippling. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The endless possibilities and features that they have to offer, though I wish there was a bit more clarity in this area. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It seems like there may be a little too much customization, this sort of adds to the ramp up time and creates confusion. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Make sure that the company you hire to help with implementation is a reputable one. We ended up having to switch midway through our implementation and it was a major hindrance. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** As a part of our Support Team, I am mainly using the software to create, respond to, and resolve inquiries. Service Cloud has given us the ability to track and reference a wide variety of case and customer details. ### 17. Not recommended for a small company with under 7 employees **Rating:** 3.0/5.0 stars **Reviewed by:** Kayla L. | Member Support Specialist , Insurance, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's a great service for tracking leads, and a wonderful organization tool. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It was tricky to figure out on my own and it really wasn't suited to my small company. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We were able to track our leads in one place which was great. ### 18. A Necessary Evil **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It is a great way to store information in a way that helps across teams. I am able to see what sales is doing, what emails have been sent, what is in the pipeline, and so on. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Duplicate accounts, is NEVER updated, very difficult to pull reports. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** As a SAas company, we need to manage customers from POS tohrough onboarding, to engagment, and then through renewal. ### 19. Salesforce **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 22, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There is an attempt to keep case data all in one place with salesforce. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There seems to be too many different ways to get the same information. This causes a education gap at my company because people are finding information in too many different ways and there's no one straight forward way to look at salesforce data. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Everything is in one place, but too many avenues to find information ### 20. Still on the fence **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** We use Salesforce by force, for a lack of a better word, at work. It is the software we use to manage workflows and contact information for our financial advisors that we service. I do like the "app like" environment it uses even when you are using the desktop version. Also, the ability to set tasks and reminders for follow up. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don't feel like the system is always very intuitive, granted that could be attributed to the way the software is being used by our firm. Searching for specific cases, work requests or tasks is not easy and the reports do not give you exactly what you're looking for. Again this could be due to a lack of sufficient training by our firm. I'm currently working with our team to provide more in-depth training so this isn't a frustration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It allows us to search for our clients/advisors by name or Rep # and provides a universal platform where we can track calls, work requests etc. We have several offices across the country and it allows us to use the same software to view and edit these logs or work requests. ### 21. Salesforce User **Rating:** 2.5/5.0 stars **Reviewed by:** Amanda W. | Customer Success Manager, Enterprise Team, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Flexible - many custom fields you can leverage to track the data you want. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Each module is limited in physical space - it'd be nice to expand the list within the module **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Having enough data points across client base to leverage and build into meaningful reports ### 22. Neutral **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This is very user friendly. Nothing mind blowing. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing negative either. Haven’t found negatives yet. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Benefits and account setups ### 23. Salesforce has tons of cool features but is a little clunky. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** My favorite part of sales force is the integration between the various departments in the company. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Thesetup for creating and working on cases is rather slow and clunky. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce allows us to manage settings for thousands of Kiosks in the field. It also serves as one place where sales, development, and technical support can all use and interact across its different features. ### 24. Daily Work Emails **Rating:** 2.5/5.0 stars **Reviewed by:** Kayla C. | Customer Service Representative, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** January 02, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** How it stores multiple emails with easy access **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Your signature doesnt auto add to an email **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** I highly recommend using this if you have a bigger company with employees in different states and areas of the country to all be on the same page a little bit more. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Quicker response times to customers also able to work quicker and get more orders in and more questions answered. ### 25. Oracle for consolidating networks **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Being able to combine multiple communication channels into one **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Growing pains with the learning of a new software product **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Being able to schedule resources appropriately and effectively ### 26. Service Cloud Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Ease of use and extensibility of the platform. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Ramp up time can be tedious for some customers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Provides the ability to connect directly with customers and manage the relationships in real time. ### 27. Difficult to learn but customizable **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Once you learn how to use it, you are able to generate reports for basically everything that you are looking for. There seems to be a lot of customization and capabilities. It also seems to be an enormous database that is still able to move really quickly during the course of fast paced conversations with a customer. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It is fairly difficult to learn. From the beginning of seeing it I was completely overwhelmed and it took a lot of practice to remember multiple steps for each process. Many things have to be selected multiple times, but this could also be a function of how our account is set up. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Holding customer information, records of interactions with customers, managing tasks and communication. I can't imagine what other system would be able to manage all of this for us. Slack etc. are not robust enough for this purpose. ### 28. My experience using desk.com **Rating:** 2.5/5.0 stars **Reviewed by:** Jin K. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 25, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It enables me to help customers faster and more effectively by gathering all data together and making me decide quicker and better. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I do not have any dislikes so far but i will keep you posted as soon as i find one **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Making business grow by reaching out to customers more effectively ### 29. Salesforce Savior **Rating:** 3.0/5.0 stars **Reviewed by:** David D. | Director of Customer Success, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce is a great CRM tool for managing your customer's information in one central location. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The navigation within Salesforce can be clunky at times. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Great tool for managing your customer's information collectively. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We are able to merge together several of our other 3rd party backend systems into Salesforce to see a bigger picture of our customer's accounts/subscriptions. ### 30. Powerful tool but complex to use **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** You can get info about accounts and contacts all in one place. The better organized your Salesforce instance is, the more info you will have at your fingertips. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It's very complicated and there are a lot of quirks. It's powerful, but sometimes you just want to be able to write a simple response to a customer and yet Salesforce can make that surprisingly complex. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Be prepared for a steep learning curve. Salesforce Service Cloud is very powerful, but the setup and transition is intense. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Since we already use Salesforce to manage customer data, using Salesforce Service Cloud keeps all the data in one place and allows for better reporting. ### 31. great capabilities hard to streamline **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It is a trusted and solid platform - I have not experienced it giving me improper data once it was fully configured **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** we had a 3rd party rep try and help us get setup and it was not helpful - I wish the interface was more user-friendly like hubspot. It is also harder to change html emails on the fly but in hubspot it is very easy. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** quite the learning curve and be careful if you choose a 3rd party to come in and show you the ropes. Not always worth it. Since it is highly customizable and can be catered to your specific needs, a 3rd party setup may not be necessary. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Better reporting pulled from the backend than with hubspot. We can have more users supported better with the plan we went with in salesforce. ### 32. Customer Database **Rating:** 2.5/5.0 stars **Reviewed by:** Lily S. | Member Experience Specialist, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's easy to navigate with its user interface. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Since it's only a web application, it's really annoying to switching tab to view customer's information when you have several opened. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** They would adjust the system interface to your company need. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps our company by collaborating between departments communication using one system. ### 33. Good but not ideal **Rating:** 3.0/5.0 stars **Reviewed by:** Kensei K. | Service Desk analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** the Ability to create different service tasks make it much easier to keep things organized **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I don’t like the fact some of the priority system works. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** General it help desk issues when it comes to anything from networking to infrastructure ### 34. Database Management with Salesforce Cloud **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** User friendly layout. Loading data is quick. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Seems to gear towards novice users and in turn makes for a learning curve in the inrface. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Data storage and insights. Easy to access. ### 35. Robust Tool, Notable Shortcomings **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Keyboard shortcuts make repetitive tasks like saving and editing records quick. Integrates well with whatever computer telephony integration you want.robust reporting tools and automation compared to previous crm **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** constantly having to refresh. lightning experience feels very slow **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** crm shortcomings. need to change software with changing business and products ### 36. very useful **Rating:** 2.5/5.0 stars **Reviewed by:** Anjala Y. | Account Manager, Non-Profit Organization Management, Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** allows me to be productive in work and clean my schedule **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** sometimes it’s slow and can be frustrating **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** used it to ease my schedule and it works well, use it all the time ### 37. Salesforce LiveMessage Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce LiveMessage is very easy to use for employees of all levels **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There are sometimes glitches and malfunctions within the lightning console **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce LiveMessage makes communication easier and allows us to use our preferred messaging app. The personal attention is a benefit that we have realized with this software. ### 38. Functional, sometimes difficult to use **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Straightforward? It was pretty cut and dry to use the app. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I needed to use this on a daily basis to input data and set appointments for customers. I would often have difficulty inputting information and would lose data in the midst of input or it would save the information awkwardly and change what the information appeared to be. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Being able to provide intel and set appointments with company wide info access out in the field. ### 39. There's got to be something better **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It's a shared inbox for support teams that allows you to work out of a queue. So, the basic functionality is there. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Once you try to do anything even remotely complex - i.e. transfer tickets between teams, create logical routing rules, use their chat functionality - things start to fall apart. I'm actively looking to switch away from Desk, because I believe there just has to be something better. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I'm on a team of reps responsible for manning a queue of emails all to the same address. We need a shared inbox and to be able to find and report on our tickets. ### 40. Safelforce for start ups **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** How many different views and all the information about each person in it **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** How confusing navigating the website is. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Being about to run audits ### 41. Gets the job done, but not a joy to use **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The interface for Desk is clean and simple to use. It keeps cases relatively organized through macros, labels, and filters. It's also useful because we can assign cases to individuals and keep them accountable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The business insights are lacking a lot of usability. We have to do a lot of guesswork to pull data on how we're doing. CSAT integration is pretty poor for non-English languages. It's really difficulty to organize macros as well -- there's only 1 level of folders that you can create. Finally, Desk has slowed a lot this year -- especially with bulk actions. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We're able to respond quickly to users and track our progress. We've been able to stay in close contact with users via email every day. ### 42. Overall experience **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The program is easy to navigate and is visually pleasing **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike most the system time outs and when there are downages **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Easy connect with hotel properties around the world ### 43. Don’t love it, but would use again. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 04, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It’s easy to use so anyone can use it. Easy and quick to learn, really straight forward. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Searching for things can be difficult, you have to be really specific with your search and even then, the correct search doesn’t always show up. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It helps our employees with the tools we need to answer our customers’ questions and help resolve their problems. Used mainly to hold our Knowledge Base. ### 44. Developer **Rating:** 2.5/5.0 stars **Reviewed by:** Guido P. | BizTalk - System Integration Admin/Developer at WATECH , Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This application is very intuitive to use. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** This application can be slow at times and cumbersome. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Maintains Customer information and makes it readily available. ### 45. Cloud Services **Rating:** 3.0/5.0 stars **Reviewed by:** Ahmadou N. | Soccer Referee, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Ability to safeguard most important documents in a centralized environment **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Pricing is kind of an issue for an individual use **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Customer interaction ### 46. Decent product, Over priced. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** - Ease of configuration and use - Easy handling - Raw data is tractable easily **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** - Very poor support - Very poor reporting Capability - No integration available. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We did not have a ticketing system for customer service and wanted to use a more intelligent system to run analytics on our customer service complaint and to have a cloud based storage of this information. ### 47. Too much functionality **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Possibilities are endless to obtain certain information **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** That is not always a good thing. When trying to be consistent as a company, there are several ways to do one thing which is not consistent. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We track sales, potential customers and new customers. It keeps all the information in one place. ### 48. Used in a previous job **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It was easy to use and got most people on board with. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Getting people on board with a new system was difficult. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Works easy and lets you stay connected with your other employees. We could easily share information about an issue a customer was having. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We used it for customer services issues. It helped us stay connected with each other. ### 49. Cost effective and flexible solution **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2017 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Integration with exchange/gmail/outlook and macros creation. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not able to integrate with TFS and VSTS. Not easy to switch ticket types. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Great tool for support related activities **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Support and customers feedback ### 50. Good concept **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** January 13, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It’s a great concept to keep everything connected amongst groups. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** It can get a little convoluted during use. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** Get adequate training before using the program. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I mainly use it to keep groups organized and to let my teammates know what I’m working on. ## Agentforce Service (formerly Salesforce Service Cloud) Discussions - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) - 2 comments, 1 upvote - [How has been your experience with the support?](https://www.g2.com/discussions/how-has-been-your-experience-with-the-support) - 2 comments, 1 upvote - [How do I integrate my other products and systems with Service Cloud?](https://www.g2.com/discussions/implementing-service-cloud) - 2 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [View Agentforce Service (formerly Salesforce Service Cloud) pricing details and edition comparison](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews?filters%5Bnps_score%5D=3&page=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+12%3A26%3A13+-0500&secure%5Bsession_id%5D=af3fb940-cc78-4b44-82ef-101f326f9fe5&secure%5Btoken%5D=a525325898b52f3d212713ad69a03ad1237f21cb2e59e38ee38b003a54b80a1b&format=llm_user) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations - 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[Stripe Payments](https://www.g2.com/products/stripe-stripe-payments/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zapier for G Suite](https://www.g2.com/products/zapier-for-g-suite/reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - Generative AI **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **System Management** - Security - System Monitoring - SSL Security - GPS **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (480 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 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