--- 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 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Zapier for G Suite ](https://www.g2.com/products/zapier-for-g-suite/reviews) Show More ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") IC Verified User in Computer Software Mid-Market (51-1000 emp.) 4/16/2026 "AgentforceService Makes Customer Support Smarter, Faster, and More Efficient" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? AgentforceService is an advanced AI-powered solution in Salesforce that automates customer support in a smarter, more efficient way. It provides strong efficiency and productivity by working across multiple channels, handling common customer requests, and asking intelligent follow-up questions to better understand issues and deliver more accurate responses. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service is a powerful platform, but it can feel quite complex especially during setup and configuration. It often requires assistance during the setup process. The cost is also on the higher side, and its features and license fees are much higher. Sometimes I also find that the AI isn’t always fully reliable at the beginning and needs proper data and tuning to work accurately. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Earlier, our team spent a lot of time managing repetitive queries and coordinating across systems. Agentforce Service has helped us address challenges like slow response times, manual ticket handling, and managing customer data. As a result, we’ve improved response times, reduced manual effort, and freed up the team to focus on more complex issues. It has also helped us scale our support operations more efficiently. Review collected by and hosted on G2.com. Show More 4/17/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Rachel P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rachel P.") RP Rachel P. Senior Campaign Testing Specialist Enterprise (\> 1000 emp.) 1/29/2026 "Powerful omnichannel case management, but complex setup and rising costs" 3.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? It centralizes customer interactions across channels—cases, email, chat, phone, and social—so agents don’t have to jump between systems or risk losing context. The case management and automation are a big plus: routing, macros, flows, and SLAs make it easier to handle high volumes efficiently while still staying compliant and consistent. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? While Service Cloud is very powerful, it comes with a noticeable learning curve—especially for new users or teams that don’t have a dedicated Salesforce admin. Some configurations, such as advanced automations, reporting, and integrations, can feel overly complex and take a lot of time to set up properly. On top of that, costs can rise quickly as you add features, licenses, or customizations, which can be difficult to manage for smaller teams. 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 addresses the issue of fragmented customer support by bringing all customer interactions together in a single platform. It helps streamline case tracking, improve response times, and boost agent efficiency with automation, omnichannel support, and real-time insights. 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 IconCurrent UserValidated ReviewerIncentivizedSource: G2 invite ![Maitreshwrya K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Maitreshwrya K.") MK Maitreshwrya K. Jr Associate Developer Small-Business (50 or fewer emp.) 4/14/2026 "Efficient Case Management, Needs Better Data Handling" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I use Agentforce Service to manage customer support and track service requests in one centralized platform, which helps our team handle cases efficiently. I like its centralized case management and automation features as they make it easy to track customer issues, manage interactions across channels, and quickly access customer history. The automation and AI features assist agents by reducing manual work and improving the overall customer service experience. Centralized case management allows our team to track and manage all customer requests from one platform, monitor case status, assign tasks, and maintain a complete history of customer interactions. This ensures that no issue is missed. The automation features reduce repetitive tasks such as case routing, follow-ups, and status updates, allowing agents to focus more on solving customer problems. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The main issues I have with Agentforce Service are that it requires very clean data, or else the AI gives wrong answers. There are limited integrations too, leading to incomplete responses. It’s also expensive, and there’s unclear ROI. It’s not fully automated, and the UI can feel complex. 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 for managing customer support and tracking requests. It centralizes cases, reduces manual work with automation, improves response times, and provides a complete customer interaction history, enhancing overall service efficiency. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Kshitij T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kshitij T.") KT Kshitij T. Software developer at Aptclouds Small-Business (50 or fewer emp.) 4/10/2026 "Cuts Manual Work and Costs with AI Agents" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? It reduces a lot of manual work, now AI agents can interact with the consumer and they can raise the raise and then it can be solved out. It reduces the cost to company and saves time. They can also solve complex issues as well. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? It requires complex implementation, as per the requirements, so implementation side is somewhat tough. It is not easy to configure. Sometimes the pricing is high, when there are less queries from consumer, but the cost is same, so at that time it costs us more, something dynamic pricing will help Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Using Agentforce, manual work is gone down, There is no need for manual entry. It saves a lot of time. Also when the customer turnout is high then it can deal with the customers simultaneously, In this way the customer experience increase and thus increase the customer trust on business as we are able to deal with the customers simultaneously. Review collected by and hosted on G2.com. Show More 4/14/2026 Validated ReviewerIncentivizedSource: Seller invite ![Pavan S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pavan S.") PS Pavan S. Mid-Market (51-1000 emp.) 5/7/2026 "Agentforce Makes Customer Support Faster and More Organized" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I like agentforce service because it helps companies talk to customers quickly and solve problems easily.It keeps all customer information in one place so workers can help better. It makes customer service simple and organized. 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 that it can be difficult for new users to learn at first. Sometimes the software has too many features which can feel confusing. 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 customer problems quickly by keeping all customer details and messages in one place.It helps workers answer questions faster and stay organised.this saves times and improves customer satisfaction and makes works easier. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![manutosh B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "manutosh B.") MB manutosh B. Trainee software engineer Small-Business (50 or fewer emp.) 4/30/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Efficient Customer Support Management with Automation and Useful Reports" 3/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? It helps me manage customer support more efficiently by using automation, clear case tracking, and helpful reports. Overall, it makes it much easier for me to stay organized and consistently follow up on issues. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? It can feel a bit complicated for beginners, and it’s also fairly expensive for what you get. 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 solve common issues like scattered customer data, slow response times, and disorganized support workflows. With everything kept in one place, it’s much easier for me to stay organized, see what’s going on at a glance, and handle customer requests in a smoother, more consistent way. Review collected by and hosted on G2.com. Show More 5/13/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Vanshika S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vanshika S.") VS Vanshika S. Software Engineer Small-Business (50 or fewer emp.) 4/16/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Balanced, Powerful but Complex to Manage" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I like most about Agentforce Service is how it gives a complete, unified view of the customer in one place, so agents don’t have to jump between systems. On top of that, built-in automation and AI features really help reduce manual work and speed up responses, while the platform remains flexible enough to customize for different business needs. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One downside of Agentforce Service is that it can feel complex and heavy to configure, especially for advanced use cases. It also requires ongoing maintenance and optimization, and licensing costs can add up quickly as you scale. 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 solves the problem of disconnected systems and manual support processes. It brings all customer interactions into one place and automates tasks like case routing and responses, which reduces delays and errors. For me, this means faster resolutions, less manual effort, and better visibility, helping deliver more consistent and efficient customer support. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 4/7/2026 "Transforming Service Data into Real-Time Strategic Insights" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? As an analytics consultant, the biggest win with Agentforce Service is finally having a unified data stream that doesn't require a "data-cleaning miracle" to be useful. The way it pulls together disparate signals through Data Cloud integration has been a total game-changer, I’ve stopped chasing solid spreadsheets and started spending that time on actual strategy. What really stands out to me is that how the autonomous AI agents generate high-fidelity, structured data from every interaction the automated case summarization alone saves me about five hours a week in manual categorization. Even with high data volumes, the performance is rock-solid with zero lag, and the onboarding was surprisingly fast thanks to pre-built templates that cut our setup time in half. The UI/UX makes it easy to visualize these insights in real-time, letting me prove the direct ROI on customer retention and show exactly how our intelligence layers are paying off. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? From what I have experienced, the biggest headache is the unpredictable "Flex Credit" pricing, which makes it a real challenge to forecast monthly budgets when interaction volumes spike unexpectedly. Also, the AI is only as good as the data you give it, if your underlying CRM records aren't perfectly clean, you'll find yourself spending more time troubleshooting data quality issues than actually acting on the insights so that can be a thing to work on. 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 problem Agentforce Service solves for me is the "messy data" headache. Before, customer interactions were scattered across different channels, and trying to get a clean, unified view for reporting was a manual nightmare. Now, since the AI agents handle the bulk of Tier-1 interactions autonomously, they generate highly structured, consistent data right out of the gate. This benefits me because I no longer have to spend my week cleaning up inconsistent case notes or manual categorizations. Instead, I’m getting high-fidelity insights in real-time through the Data Cloud integration. It’s essentially turned our service department from a data "black box" into a transparent environment where I can actually track the direct impact of AI on customer retention and ROI without the usual data-prep lag. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Ketul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ketul S.") KS Ketul S. Enterprise (\> 1000 emp.) 4/7/2026 "Flexible, Scalable, but Needs Better Testing" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I really like that Agentforce Service is a great platform and it opens up many possibilities. There are a lot of out-of-box features that we can tap into without needing additional investments in different tools. It's a very powerful platform if used correctly and it's really scalable. Within our organization, it's not just our team, but many others rely on it for case management and work management, as it fits everybody's needs. The flexibility and customization capabilities, along with its scalability, are unique aspects that make it stand out. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I think the challenge is coming in terms of rapid change. And sometimes features feel half-baked, like they are pushed to production half tested, or not fully tested. It impacts some of our enterprise-level service spend, and the clients' reputation is at risk when these features are not tested fully. Being first to go to market cannot happen at the cost of customer 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? I use Agentforce Service to bridge gaps in our support, handle high volume inquiry deflection, and route complex cases to the right experts. It boosts productivity by generating case summaries and simplifies new hire ramp-up by augmenting documentation with AI. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") G Verified User Enterprise (\> 1000 emp.) 6/22/2026 "Streamlined Customer Service with Agentforce" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I use Agentforce Service for handling customer service cases through various channels like chat, email, and telephony. It really helps in reducing call handling time and case volumes due to its efficient case routing and agent experience. I appreciate the Service Console a lot since it offers a highly practical and customizable user experience for customer support agents. It centralizes information on one screen, enabling agents to serve customers better and faster. Additionally, I switched from Siebel to Agentforce Service because of its modern user interface and the service channels that our customers actually want. The configuration and setup of Service Cloud were relatively straightforward despite the challenges of process and change management from transitioning from a legacy system. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? We have recently seen a spike in the number of email bouncebacks and would like to see more out of the box solutions in able to deal with this issue. Any implementation from long-standing, legacy system is challenging, but the configuration and setup of Service Cloud itself is relatively straightforward. Process and change management is where we saw our challenges. 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 reduces call handling time and case volumes with efficient case routing and agent experience, while its Service Console provides a highly practical and customizable user experience for better and faster customer service. 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) 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) ![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) [ 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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