--- 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? Verified by Agentforce Service (formerly Salesforce Service Cloud) [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Communications (formerly Salesforce Communications Cloud) ](https://www.g2.com/products/agentforce-communications-formerly-salesforce-communications-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Marketing (formerly Salesforce Marketing Cloud) ](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon AppFlow ](https://www.g2.com/products/amazon-appflow/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon Chime ](https://www.g2.com/products/amazon-chime/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon Connect ](https://www.g2.com/products/amazon-connect/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Anaplan ](https://www.g2.com/products/anaplan/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Avochato ](https://www.g2.com/products/avochato/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Calendly ](https://www.g2.com/products/calendly/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") CR Essentials ](https://www.g2.com/products/cr-essentials/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Databricks ](https://www.g2.com/products/databricks/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") DataCloud ](https://www.g2.com/products/datacloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Docusign ](https://www.g2.com/products/docusign/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Ext JS ](https://www.g2.com/products/ext-js/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Five9 Intelligent Cloud Contact Center Platform ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Gainsight Customer Success ](https://www.g2.com/products/gainsight-customer-success/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Genesys Cloud CX ](https://www.g2.com/products/genesys-cloud-cx/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Gong ](https://www.g2.com/products/gong/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") IBM Sterling Order Management ](https://www.g2.com/products/ibm-sterling-order-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") iCal ](https://www.g2.com/products/ical/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira Service Management ](https://www.g2.com/products/jira-service-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Kintone ](https://www.g2.com/products/kintone/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") MCUBE IVRS ](https://www.g2.com/products/mcube-ivrs/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 ](https://www.g2.com/products/microsoft365/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Outlook ](https://www.g2.com/products/microsoft-outlook/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Power BI ](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Teams ](https://www.g2.com/products/microsoft-teams/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Miro ](https://www.g2.com/products/miro/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Natterbox ](https://www.g2.com/products/natterbox/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") NetSuite ](https://www.g2.com/products/oracle-netsuite/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Okta ](https://www.g2.com/products/okta/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Planhat ](https://www.g2.com/products/planhat/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Salesforce B2C Commerce ](https://www.g2.com/products/salesforce-b2c-commerce/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Salesloft ](https://www.g2.com/products/salesloft/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP Concur ](https://www.g2.com/products/sap-concur/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP ECC ](https://www.g2.com/products/sap-ecc/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SegmentStream ](https://www.g2.com/products/segmentstream/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ServiceChannel ](https://www.g2.com/products/servicechannel/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Slack ](https://www.g2.com/products/slack/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Slack Connector for Jira ](https://www.g2.com/products/slack-connector-for-jira/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Spoke Phone ](https://www.g2.com/products/spoke-phone/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Stella ](https://www.g2.com/products/stella/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Stripe Payments ](https://www.g2.com/products/stripe-stripe-payments/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Tableau ](https://www.g2.com/products/tableau/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Trello ](https://www.g2.com/products/trello/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zapier ](https://www.g2.com/products/zapier/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zapier for G Suite ](https://www.g2.com/products/zapier-for-g-suite/reviews) Show More ![Prem C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Prem C.") PC Prem C. Full stack developer Computer Software Small-Business (50 or fewer emp.) 4/29/2026 ""Powerful APIs & LWC, but Severe Governor Limits."" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? A Full Stack Engineer building enterprise B2B architecture, I have done a lot of integration work and custom UI work using the Agentforce ecosystem. Agentforce focuses heavily on its API ecosystem. Our legacy backend is built on PHP and MySQL, and the new microservices architecture is built on Node.js. Salesforce’s REST, SOAP, and Bulk API’s, in particular, are a great way to manage large datasets while ensuring maximum reliability in cross-platform integration. Allowing applications to communicate with each other through the server using OAuth 2.0 in combination with the JWT bearer token flow is a way to securely refresh tokens continuously without the need to refresh them often. The shift to Lightning Web Components in Salesforce is a notable advancement. Previously, the Lightning Aura and the Visualforce Stacks were restrictive. With LWC, Salesforce is providing us with the same tools that easy their work while also fully implementing modern technology such as ES6+ and Shadow DOM. Enhanced standards bring JavaScript and TypeScript along with the development of custom dashboards supportive of teams. Salesforce appropriately utilizes their teaching module “Trailhead” to guide users through rapid implementation after the B2B API’s are made. If I ever encounter a puzzling integration problem, I can always count on Fail, and found a useful solution in the documentation, the guide, the instructed labs, and the community offered. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? As a Full Stack Engineer focusing on enterprise B2B architecture, my main responsibility is working with Agentforce on backend integration and custom UI. Its API ecosystem provides easy access to backend functionality. Our legacy backend uses PHP and MySQL, and now we built a Microservices architecture using Node.js. With Salesforce REST, Salesforce SOAP API, and mainly, Salesforce Bulk API; we achieve seamless synchronization across platforms. Salesforce OAuth 2.0 and JWT bearer token flows were implemented to enforce server-to-server security and the pipeline remains intact without token refreshes needing a server-side user. We also upgraded to Salesforce Lightning and transitioned to Lightning Web Components. For the first time, the Salesforce platform finally embraces web standards, and I also now use standards like ES6 and the shadow DOM. One of the best platforms of Salesforce is the developer documentation and Trailhead, and the community has built so many resources, so I never feel like I am the only person stuck. I am never the only person integrating something. I am never integrating something without extensive documentation and the community has so many resources and has built many workarounds. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Working in a multi-tenant environment creates lots of restrictions. The most notable of these are the salesforce apex governor limits. For example, there is a governor limit of only 100 SOQL queries on each synchronous transaction. If you haven't bulkified your Apex triggers, your process will crash. There is a lot of added defensive programming for this. Then, there are the complicated deployment processes. It is a good thing for an enterprise’s internal controls, but Salesforce requires at least 75% code coverage in unit tests before deploying any Apex code to production. It is an annoying over-engineered process to pipeline a hotfix. Also, there are substantial restrictions on the Developer Console. It is so restricting that the user has to disconnect from that web console and use VS code and the Salesforce CLI, because of the limitations. Sandbox environments tend to run really slow when there is a high load. The enterprise licensing costs are really high, so the technical debt and maintenance burden are only defensible for large requirements. Review collected by and hosted on G2.com. Show More 5/1/2026 Validated ReviewerIncentivizedSource: G2 invite ![Siddhu G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Siddhu G.") SG Siddhu G. Enterprise (\> 1000 emp.) 4/29/2026 "Transformed Our Customer Service with AI-Powered Automation" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I genuinely appreciate how Agentforce Service has transformed our team's handling of customer interactions with its AI-powered chatbots and automation. The time savings and efficiency gains are standout benefits, as we no longer need to spend significant time on repetitive inquiries, thanks to the automation resolving tasks automatically and quickly. This allows our team to focus on more complex cases and has improved response times. The platform's maturity and reliability mean it's not just a gimmick; it delivers results. I also love that the AI-powered chatbots handle high volumes of customer inquiries 24/7, ensuring immediate responses regardless of the time, which was not possible before. This always-on automation is invaluable for scaling our customer service operations without adding to the headcount. Additionally, the setup was easy, which I greatly appreciate. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Sometimes response is not clear, especially with queries. The summarization of knowledge articles by the Agentforce chatbot could be improved. It should feature based on keywords for better clarity. 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 saves us time and boosts efficiency. AI chatbots handle routine inquiries, freeing agents for complex cases. It's transformed our customer interactions by maintaining 24/7 availability and speedy resolutions, helping us scale without increasing staff. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Gambling & Casinos](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Gambling & Casinos") AG Verified User in Gambling & Casinos Mid-Market (51-1000 emp.) 4/28/2026 "Highly Customizable Platform with Seamless Integrations and AI Advantages" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? For out use case, what stands out the most is the level of customization combined with how well everything works together across the platform. The user interface allows us to design workspaces that are aligned with how our teams operate. We have been able to connect external data sources for Case Creation, Surveys, and updates of customers data. The evolution of the platform to now include AI capabilities has been an advantage for both our CS agents and also our dev team. I have been working with this product for a long time and I have seen it's evolution and how we have been able to escale it as out business has grown to different teams in different locations and thousands of customer interactions daily. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? We are not thrilled about the new cost per usage model, the Revops department needs to be able to estimate costs on it's tools and the new pricing model makes this a challenge. I think they should have more of the features of Agentforce Service Cloud available through the Salesforce App. We recently had the need to have a phone system that some of our reps could use from their phone but that tied and saved all activity directly through Salesforce and we are in the process of contracting with a third party because Voice is not available on mobile. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Being able to scale our customer support without necessarily having to increase our headcount. Specially because due to the nature of our business, we have some specific predictable peak periods of activity during the year that now we can manage better through AI. We have always tried to focus on having as much information as possible available for agents in the same place to allow them to work on our customers needs efficiently and in a timely manner. With Agentforce, agents now can spend less time gathering context and more time actually servicing our customers. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Bhupendra Singh R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhupendra Singh R.") BR Bhupendra Singh R. Mid-Market (51-1000 emp.) 5/15/2026 "Transforms Customer Support with a Smart, Unified Workspace" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What makes Agentforce Service stand out is how it transforms the chaotic world of customer support into a single, highly intelligent workspace. Instead of forcing support reps to flip back and forth between different software programs to find an order number or check a customer's history, it pulls every piece of data into one clear screen. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Agent for service introduce heavy financial strain due to its enterprise focus price in structure while the software promise revolutionary automation the licensing fees alone act as massive barrier for mid size support team Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Solve critical opportunal bottlenecks by replacing rigid manual workflows with autonomous data grounded AI Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Abhishek K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Abhishek K.") AK Abhishek K. Salesforce Developer Mid-Market (51-1000 emp.) 4/26/2026 "Comprehensive Tool with Integration Power" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I like how Agentforce Service keeps everything in one place—cases, customer data, and communication—making it easy to manage support work. The automation features save a lot of time, and the dashboards provide clear insights into team performance. I also appreciate how it helps centralize all customer data, improving overall support efficiency. The ability to manage and track support cases easily enhances response time and team coordination. The integration with other tools and systems through APIs keeps all customer communication connected, making the support process more efficient. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One thing that could be improved in Agentforce Service is that it can feel a bit complex and overwhelming for new users. Sometimes customization and setup take time, and the cost can be high for smaller teams. Also, performance can slow down a bit when handling large amounts 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? I use Agentforce Service to centralize customer data, improve response time, and enhance team coordination. It automates repetitive tasks and provides insights, helping deliver consistent customer service and improved support efficiency. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Clayton M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Clayton M.") CM Clayton M. Manager, Customer Success Mid-Market (51-1000 emp.) 4/30/2026 "Salesforce’s Reporting and Integrations Made Managing My Team Easier" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Salesforce is a CRM that’s truly at the front of the class. It offers all the bells and whistles when it comes to reporting, along with strong integrations with other software. It’s a leader in the industry for a reason. I primarily used it to pull reporting data from my team. They would log in and record customer information, as well as details like how many business reviews they were completing. Overall, it made my life as a manager much easier. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? We ultimately got priced out of using it, and that was the biggest issue for us. I’m also not sure we were using it to its full potential, which made it hard to justify the higher cost compared with other CRMs. 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 helps me manage support cases for customer tickets, store customer data such as documents and contact information, and generate reporting data for my team. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic Review from User Profile ![Tanu J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tanu J.") TJ Tanu J. Salesforce Software developer Small-Business (50 or fewer emp.) 4/22/2026 "Powerful but Demands Patience" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service is incredibly flexible and scalable for managing customer support operations. The ability to customize workflows, automate case management, and integrate with other Salesforce products makes it a strong platform for growing businesses. Features like omnichannel routing, knowledge base, and reporting dashboards really help in improving agent productivity and customer satisfaction. It’s especially powerful when you know how to leverage Apex, LWC, and automation tools properly. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The platform has a steep learning curve, especially for new users. Initial setup and customization can be time-consuming and sometimes overly complex. Performance can occasionally lag with heavy customizations, and licensing costs can be high for smaller teams. Also, debugging and deployment in complex orgs can get messy if not managed properly. 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 solve issues around fragmented customer support and inefficient case handling. Before using it, managing queries across channels like live chat, help desk, and self-service portals can feel scattered and slow. With centralized case management and omnichannel routing, it ensures that customer requests are tracked, prioritized, and resolved faster. It also reduces manual work through automation, improving response times and agent productivity. Features like knowledge base and self-service options help deflect repetitive queries, allowing teams to focus on more complex issues. Overall, it leads to better visibility, faster resolutions, and a more consistent customer experience. One problem i faced personally was when i was setting up the agentforce voice is was really hard and there are no such help articles that support for amazon contact centre Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Organic ![Priyeta s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Priyeta s.") PS Priyeta s. Senior Account Manager Mid-Market (51-1000 emp.) 2/2/2026 "From Tickets to Tech: How Salesforce Solved the Support Puzzle" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most about Salesforce Service Cloud is how it has evolved from a simple “ticketing system” into an “Autonomous Solution Engine.” The Top 3 “Best” Features: Agentforce : It doesn’t just suggest text—it actually resolves cases, such as refunding orders or checking warranties, without human intervention. It takes on the 60% of routine “busy work” so agents can spend their time where it matters. Data Cloud (Real-Time Context): It pulls live customer data (like current web browsing or past purchases) directly into the agent’s view, without syncing delays. Instead of piecing things together, you can see the full story right away. Proactive Service: Integrated IoT and AI can now flag errors before the customer even realizes there’s a problem, turning a potential complaint into a simple “we fixed it” notification. The Benefit: It eliminates the “I’ll have to put you on hold to look that up” moment. The result is faster resolutions, lower costs, and happier agents who can focus on complex, human-centric problems. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The Catch: The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill. Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly. Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware. The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.” 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 Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Pharmaceuticals](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Pharmaceuticals") UP Verified User in Pharmaceuticals Mid-Market (51-1000 emp.) 4/18/2026 "Clean, Intuitive Platform with Strong Integrations, Performance, and ROI" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Within Agentforce everything comes together in a cohesive, easy to utilize platform. The UI is clean and intuitive, which made it easy for our teams to adopt. We did some integrations that worked into other systems to push/pull data as needed. The overall performance has been great with minimal downtime, and we have agreed that although it is more expensive, the pricing was worth it- and we have seen our returns on investment. When we onboarded- we worked with partners to help us configure and understand our implementation, and we've had continued support when trying to see what else the system can do. We have started using the built in AI, which is at the early stages but are confident we will be able to apply daily usage as well. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? My main dislikes have been how some of the tasking/sub-portions have been. Salesforce is a massive company and if you are not also a massive company there isn't as much of a personal touch. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Prior to using the product we struggled to identify trends and mine data. Agentforce has been helping us to do that and creating visuals that assist in driving home the issues Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Shareef M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shareef M.") SM Shareef M. Sales Enablement Specialist Enterprise (\> 1000 emp.) 7/28/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Agentforce Breathtaking Technology" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Everything from whole app launcher to sales console, the options, Integration on one page, settings, smooth platform to work, quickness in performance, AI Einstein option etc. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Honestly, I have not come across anything which I found challenging. It is very good platform overall. 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 as an SDR agent do no analyse or assess the business problems on Agentforce service. Review collected by and hosted on G2.com. Show More 8/4/2026 Current UserValidated ReviewerSource: Organic Review from User Profile ## 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) ## Top-Rated Alternatives [ ![ServiceNow Customer Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow Customer Service Management") ServiceNow Customer Service Management 4.4/5(500) ](https://www.g2.com/products/servicenow-customer-service-management/reviews) [ ![Sprinklr Service](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sprinklr Service") Sprinklr Service 4.3/5(753) ](https://www.g2.com/products/sprinklr-service/reviews) [ ![Zoho Desk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zoho Desk") Zoho Desk 4.4/5(7,834) ](https://www.g2.com/products/zoho-desk/reviews) [ View All Alternatives ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/competitors/alternatives) ## Consulting Services for Agentforce Service (formerly Salesforce Service Cloud) [ ![Vicasso](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vicasso") Vicasso 3.4/5(5) ](https://www.g2.com/products/vicasso/reviews) [ ![Bluewolf](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bluewolf") Bluewolf 3.8/5(26) ](https://www.g2.com/products/bluewolf/reviews) [ ![Deloitte Implementation Services](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Deloitte Implementation Services") Deloitte Implementation Services ](https://www.g2.com/products/deloitte-implementation-services/reviews) [See all Agentforce Service (formerly Salesforce Service Cloud) Providers](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/implementation) ##### Categories on G2 [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk) [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[Conversational Support](https://www.g2.com/categories/conversational-support)[Social Customer Service](https://www.g2.com/categories/social-customer-service)[Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)[Customer Communications Management](https://www.g2.com/categories/customer-communications-management)[Contact Center](https://www.g2.com/categories/contact-center)[Customer Service Automation](https://www.g2.com/categories/customer-service-automation)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Complaint Management](https://www.g2.com/categories/complaint-management)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base)[Enterprise Feedback Management](https://www.g2.com/categories/enterprise-feedback-management)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Which contact center payments software has built-in PCI compliance and secure payment handling for small teams?](https://www.g2.com/discussions/which-contact-center-payments-software-has-built-in-pci-compliance-and-secure-payment-handling-for-small-teams)[What is the most scalable nonprofit CRM for large fundraising teams?](https://www.g2.com/discussions/what-is-the-most-scalable-nonprofit-crm-for-large-fundraising-teams)[Which aviation compliance monitoring platforms automate safety and compliance tracking across airline operations?](https://www.g2.com/discussions/which-aviation-compliance-monitoring-platforms-automate-safety-and-compliance-tracking-across-airline-operations) [What are the highest rated PHP integrated development environments for SaaS teams that need to go live quickly?](https://www.g2.com/discussions/what-are-the-highest-rated-php-integrated-development-environments-for-saas-teams-that-need-to-go-live-quickly)[What is the best idea management software for a small remote team that needs a lightweight way to collect, discuss and prioritize ideas without an enterprise platform?](https://www.g2.com/discussions/what-is-the-best-idea-management-software-for-a-small-remote-team-that-needs-a-lightweight-way-to-collect-discuss-and-prioritize-ideas-without-an-enterprise-platform)[Pros and Cons Details](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)