--- 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 7358 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: 7358 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Agentforce Service (formerly Salesforce Service Cloud) Reviews & Product Details Visit Website 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 * * * Product Website Agentforce Service (formerly Salesforce Service Cloud) Seller [Salesforce](https://www.g2.com/sellers/salesforce) Discussions [Agentforce Service (formerly Salesforce Service Cloud) Community](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/discuss) Languages Supported Arabic, Bulgarian, Czech, Danish, German, Greek, English, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Oleg Kulda Show More ## Pricing Pricing provided by Agentforce Service.... ### Starter Suite Starting at $25.00 1 User Per Month [ View More Pricing Information ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations (47) What do users say about integrations? 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Zapier for G Suite ](https://www.g2.com/products/zapier-for-g-suite/reviews) Show More ![Edwin R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Edwin R.") ER Edwin R. Mortgage Advisor Enterprise (\> 1000 emp.) 5/20/2026 "Strong UI, Productive Integrations, and Dashboards That Keep Sales on Track" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? A CRM with a strong UI and productive integrations really sets a high bar. The task features keep me on track, and having multiple dashboards is essential for my work as a sales advisor. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I think it would be helpful to have drag-and-drop functionality and the ability to customize my own dashboard. That said, this is more of a high-level suggestion—overall, the product is great as it is right now. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? I think onboarding as a new advisor can be difficult, but Salesforce still works well even if you have limited computer skills. It helps my performance by tracking calls and providing a notes interface within the platform. The Cortana AI inside the software is great, too. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Suraj K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Suraj K.") SK Suraj K. Salesforce Developer Information Technology and Services Mid-Market (51-1000 emp.) 5/27/2026 ""Efficient Daily Support Tool with Great Features, But Setup Takes Time"" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Our lives have indeed been made easier with the help of Agentforce Service. It’s incredibly easy to use – within days, our team had mastered it with almost no training. We use this service daily to handle all kinds of customer tickets, live chats, and even WhatsApp inquiries in one omni-channel inbox. It is quite fascinating how many features like auto-routing, macros, and templates help us save time. Another benefit was the ease of integration – integrating it with our CRM system and WhatsApp took just one day! We do not find it difficult to use at all – it is highly utilized by the whole of our support team daily. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The most significant pain point was related to implementation. It took almost 3 weeks to implement automation rules, even when using the assistance of an external consultant to do it. Considering the extent to which this software is used by the organization, it is clear that its installation should not take this much time. It is also important to mention that the customer support provided by Salesforce tends to respond slowly, especially if the problem appears on a weekday, because it may respond only after two days. On the other hand, the number of functions provided is great; however, some simple actions (for instance, modification of case layouts or adding a drop-down list) cannot be performed without administrator rights. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Previously, our support team manually filtered and sorted more than 50 emails from clients every day before using Agentforce Service, and this led to missed cases. It used to take hours for us to route a client's issue to the right agent, and the client had to make several follow-ups. Thanks to this service, all cases are automatically routed to the right agent, which has reduced our response time from six hours per day to less than two hours a day. It provides an overview of the entire help desk in one screen, allowing the agent to view the client's entire history in one glance. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![jasjit s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "jasjit s.") JS jasjit s. Technical Lead Information Technology and Services Enterprise (\> 1000 emp.) 5/23/2026 "Powerful AI-Driven Customer Service Platform with Enterprise Flexibility" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like best about Agentforce Service is its ability to unify customer interactions, case management, automation, and AI-driven assistance within a single platform. The integration with Salesforce ecosystem products such as Data Cloud, Omni-Channel, Flow, and Einstein AI helps service teams deliver faster and more personalized customer support experiences. I also appreciate the platform’s flexibility for customization, strong reporting/dashboard capabilities, and scalability for enterprise-level service operations. The automation capabilities significantly reduce manual effort and improve agent productivity while maintaining a 360-degree customer view. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One area that could be improved in Agentforce Service is the overall complexity involved in implementation and administration for highly customized enterprise environments. Advanced configurations, integrations, and automation sometimes require significant expertise and ongoing maintenance effort. Licensing and add-on costs for advanced AI and analytics capabilities can also become expensive for larger organizations. Additionally, some reporting and real-time integration scenarios may require custom development to fully meet complex business requirements. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Agentforce Service is helping solve challenges related to fragmented customer support processes, manual case handling, delayed response times, and lack of unified customer visibility across channels. By centralizing customer interactions and automating workflows, it improves agent productivity, case resolution efficiency, and customer experience. Features like Omni-Channel routing, AI-driven recommendations, workflow automation, and integrated reporting help teams respond faster and make more informed decisions. The platform also provides scalability and flexibility for enterprise service operations while enabling better collaboration between support, sales, and operations teams. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") AC Verified User in Computer Software Mid-Market (51-1000 emp.) 5/11/2026 "Clunky UI, Limited Reporting, and Admin Bottlenecks Hold Agentforce Service Back" 2/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service allows other teams within our organization to easily view cases on an account or submitted by a specific contact. This increased visibility has been helpful. In addition, it is simpler to pull client information directly into the case and to set up automations to auto-populate specific client or contact information into the case, saving agents time. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The UI is clunky. Reporting is very difficult and very limited which makes it difficult to use for Support. I am not able to manipulate data and reports for my needs, limiting the depth of the dashboards I share with our executive team. There are actions and updates that only a Salesforce admin can perform which makes it frustrating to use due to delays in having changes actioned. The knowledge base (Community) has terrible search functionality and is a constant source of complaints. The cost of setup far exceeded our expectations. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? The biggest issue that it is solving is the visibility into cases for other customer-facing teams. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Saiyam P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Saiyam P.") SP Saiyam P. Associate software developer Small-Business (50 or fewer emp.) 5/7/2026 "AI-Powered Omnichannel Support with Seamless Salesforce CRM Integration" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most about Agentforce Service is how it brings customer support together across multiple channels, while using AI-driven automation to help improve response times and boost agent productivity. I also appreciate its seamless integration with Salesforce CRM, which gives service teams a complete view of the customer and makes it easier to deliver faster, more personalized support experiences. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One thing I dislike about Agentforce Service is how complex and overwhelming it can be to configure, especially for teams that don’t have dedicated Salesforce admins or strong technical expertise. It’s a powerful platform, but as business needs grow, customization and integrations can quickly become time-consuming, and licensing costs can add up and get expensive. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Agentforce Service helps us address challenges such as slow response times, disconnected support channels, and a high agent workload by centralizing customer interactions and using AI to automate routine service tasks. As a result, we’ve seen faster case resolution, improved customer satisfaction, stronger agent productivity, and more personalized support experiences across channels. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic AK Anand K. Small-Business (50 or fewer emp.) 5/8/2026 "Streamlined Customer Support with Helpful Automation and Dashboards" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most is how is it becomes to manage customer support in one place, the platform help me track customer issues assign cases quickly and improve response time. I also found the dashboard and automatic features very helpful because the reduce manual work and make the support process smoother. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One thing I dislike is that the platform can feel more overwhelming at first especially for new users some features take time to understand properly and customisation may be required technical support, in some cases the system can also fill up bits lower when handling large amount of data. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Agentic force service helps manage customer support request in one Central platform reducing response time and improving issue tracking it automates repetitive task organise help desk operations efficiently and improve communication between support teams and customers this has increased productivity and help provide fast and more accurate customer support. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite AB Angel B. Backend Developer Enterprise (\> 1000 emp.) 3/8/2026 "Robust platform for customer support, but with a steep learning curve" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I really appreciate how robust the automation features are. It integrates seamlessly with our existing databases and tools, making it incredibly easy to centralize all our customer data in a single place. The Omni-Channel routing is also a great feature that helps distribute the workload efficiently. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The learning curve is definitely steep. Because it has such a massive number of features, the ease of implementation isn't the best if you don't have a dedicated technical team. Sometimes the interface feels a bit overwhelming for new users until they get used to it. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? It mainly solves the problem of scattered customer information and repetitive manual tasks. By automating our ticket routing and keeping a centralized knowledge base, we avoid losing track of customer requests. This benefits us by significantly reducing our response times and improving the overall quality of our help desk. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Consulting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consulting") CC Verified User in Consulting Mid-Market (51-1000 emp.) 5/4/2026 "360° Customer View and Omnichannel Case Management That Boosts Support Speed" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Having a 360-degree view of the customer is a key benefit to an organization. When all of the customer’s interactions (cases, emails, chat, and history) reside in one place, you are able to provide a faster and more personalized level of support. The case management process also provides significant value. Using queues, assignment rules, and automation makes it very easy to manage customer issues by prioritizing and resolving them, and by providing assurance that no request will be overlooked or slip through the cracks, while reducing the time taken to respond. Lastly the Omnichannel, support requests can be managed in a single interface using multiple sources (chat, email, and messaging), which provides agents with additional productivity, and also contributes to a better overall experience for the customer. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The platform is very flexible, but making small changes to live processes (such as case flows or routing rules) can still require testing and deployment steps, which slows down quick adjustments. Integration with external systems is powerful, yet it sometimes needs extra configuration and ongoing monitoring to keep data flowing smoothly. Overall, these challenges are manageable with the right setup and a bit of experience. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Agentforce Service addresses the challenge of fragmented customer support and limited visibility across service channels by bringing all customer interactions into one unified platform. Previously, handling customer queries across calls, emails, and messages could feel disconnected, which made it difficult to track conversation history or deliver consistent support. With Service Cloud, everything is handled through centralized case management, so each issue can be tracked, prioritized, and resolved more efficiently. As I have done the integration of Dialpad with Sevice Cloud, it helps eliminate the need of separate telephony systems. Calls are now integrated directly into the CRM, enabling agents to view customer details during conversations, automatically log interactions, and create or update cases in real time. This improves response times and reduces manual effort. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Pardeep J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pardeep J.") PJ Pardeep J. Software Engineer Computer Software Enterprise (\> 1000 emp.) 5/3/2026 "Great Extensibility, Painful Deployments, and SOQL Limits" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Being an engineer integrating systems into CRMs, one specific architectural aspect of Salesforce skills my appreciation is Salesforce allows us to create custom REST services with reliable one to many, many to one, and many to many pairings of Salesforce objects. Thus, staying at the intersection of Salesforce, custom REST, and micro services hosted via Node.js and PHP is a comfortable realm to exist within as long as one is familiar with Salesforce's data model. The springing increment of productivity Salesforce works with when compared to it's preceding versions, is directly related to the iteration of the Lightning Web Components. Lightning Web Components sprint at the speed of the new JavaScript and the speed of web designed components. This then allows more tailored customer inclusive dashboards within the scope of and across your sales and operational teams. The backend of Salesforce is massive. It is massive beyond the Java-like syntax the Salesforce provides in the form of Apex, especially in the construction of backend logic, automated batch jobs, and depression monitoring. A complete construction of a backend in Salesforce is heavily dependent on the granular security model. It has the provision of creating complex role hierarchies, sharing rules, and field level security. This then allows a completely functional backend coupled with a clean code base. It allows the pages and data to give the backend a complex role. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Governor Limits help manage the load of SOQL queries in multi tenant cloud architecture. However, I encountered a System.LimitException: Too many SOQL queries 101 in the middle of a lengthy transaction due to a recursive trigger. This architecture is rather painful. These limits are hard to manage in complex transactions. Having to protect code in such a system is unnecessary and counterproductive. This causes engineers to become unproductive and less helpful. Unproductive engineers equate a more unhelpful and less satisfying end user experience. Nate and SFDX CI/CD are helpful in pushing code Salesforce (SF) cloud more quickly. The other alternative is the Change Set. Change-Set o CI/CD code are more helpful than moving files such as a SF Admin. However, pushing SFDX and Change-Set code still causes SF cloud pain. The cloud's merge conflicts are complex due to the code PUSH's, code admin profiles, and due to the giant swamp of code that SF cloud consists of. Lastly, the SF code swamp progressively becomes worse due to the unification of constructor confusion. A spaghetti org is ceaselessly formed when the SF cloud is designed to help low level IT admin push code and automations through the platform due to the UI automations and cloud. The cloud provides too many automations. The automations are in UI. The automations conflict with each other. This results in engineers having to dig through a quagmire that is a conflict cloud to resolve said conflicts. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Salesforce manages all aspects of our relationship with a customer over time. Sales, billing, and support databases are fundamentally different systems. Salesforce collapses the separation with a highly scalable, unified truth. Salesforce solves all engineering concerns for the team from the perspective of a controlled and secure large CRM. Engineers of the team do not think of scaling a database or a server infrastructure or the lowest layer of a CRM authentication. Salesforce shifts the concern to custom business logic, API integration, and data integrity. Salesforce does have a steeper learning curve and governance is required to control the chaos but when a disciplined team steers Salesforce to the end goal, it is guaranteed that Salesforce will be one of the best enterprise solutions. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Rohan S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rohan S.") RS Rohan S. Software Engineer Small-Business (50 or fewer emp.) 4/17/2026 "Agentforce Service Cloud Ease To Use" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service is especially appreciated for how it combines generative AI agents with CRM data to deliver automated, 24/7 service, which can significantly boost agent productivity. Users also value its centralized case management and streamlined workflows, along with fast, actionable AI-driven insights that help improve customer satisfaction. Service is cloud easy to use. The customer support is very helpful, I use service cloud very frequently, and it is easy to integrate with other systems Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Users often find Agentforce Service (formerly Salesforce Service Cloud) difficult to adopt because of high implementation costs, a steep learning curve, and demanding configuration requirements. Common drawbacks include expensive licensing, the need for specialized administrators to set up and maintain the system, and potential AI reliability concerns—for example, sentiment analysis that can be inconsistent or the AI occasionally ignoring instructions. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? AI agents that autonomously resolve, automate routine tasks, and unify customer data. It benefits users by reducing ticket backlogs, boosting agent productivity via AI insights, and increasing CSAT scores with 24/7, instantaneous, and personalized service across all channels. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ## Questions about Agentforce Service (formerly Salesforce Service Cloud)? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Agentforce Service (formerly Salesforce Service Cloud) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/discussions/new) ![Yashwathy M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yashwathy M.") YM Yashwathy Marudhachalam • Last activity 9 months ago What are the best self-service platforms for e-commerce companies? 1 Upvote 0 [ Join the conversation ](https://www.g2.com/discussions/what-are-the-best-self-service-platforms-for-e-commerce-companies) GU Guest User • Last activity almost 2 years ago How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience? 1 Upvote 3 [ Join the conversation ](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) [ View all Discussions ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/discuss) ## Pricing Options Pricing provided by Agentforce Service.... ### Starter Suite Starting at $25.00 1 User Per Month ### Pro Suite Starting at $100.00 1 User Per Month ### Enterprise Edition $165.00 1 User Per Month [ View More Pricing Information ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing) Agentforce Service (formerly Salesforce Service Cloud) Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,019) [ Compare Now ](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5(3,758) [ Compare Now ](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-freshdesk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_4a91439aa6f7e57f756acaa150ec767f/hubspot-service-hub.png "Product Avatar Image") Service Hub 4.4/5(2,920) [ Compare Now ](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-hubspot-service-hub) ##### ##### Agentforce Service (formerly Salesforce Service Cloud) Features Platform Customization Reporting Activity Dashboard Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Communication Channels Customer Portal Email to Case Live Chat Support Internal Use Customization [ View More Features ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/features) ## 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