--- 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 ![Tharsnath J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tharsnath J.") TJ Tharsnath J. Mortgage Advisor Mid-Market (51-1000 emp.) 5/18/2026 "Fast-Paced Business Made Easy with Secure Client Notes" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Helps me conduct business in fast pace manner, allows me to keep notes in regards to client information and building a suitable application for client. Great way to keep data secure. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I think saleforce is built really well and has alot to offer. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Keeping it simplified and being able to add new content and having multiple ways to communicate with colleagues on updating file information Review collected by and hosted on G2.com. Show More 5/19/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Juan V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Juan V.") JV Juan V. Senior Application Analyst Mid-Market (51-1000 emp.) 6/3/2026 "Streamlined Client Management with Room for Analytics Enhancement" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I enjoy the ease of use of Agentforce Service and love how records are related, which helps me see the progress of our clients. I also love the collaboration it enables for teams that were previously siloed, making it much easier to work together. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I would like the improvement in data analytics improved to help capture areas we might be missing opportunities. 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 organize and track work for clients, enjoying its ease of use, how records are interconnected, and the client progress visibility. It enhances collaboration across previously siloed teams. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Akshay A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Akshay A.") AA Akshay A. Principal Consultant Enterprise (\> 1000 emp.) 4/18/2026 "Efficient Case Management with AI Assistance" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I like its AI-powered case resolution, which directly tackles the biggest pain in customer service by handling repetitive queries. This feature saves our time and enhances customer experience by reducing response times. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? It requires proper setup workflow which needs skilled admin or developer, which makes it complicated to set up. It is natively built on Salesforce, which requires too many moving parts to connect as the complexity comes from integrations, not from the configurations. It is a bit time-consuming. 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 case management, making omnichannel support seamless and reducing customer wait times. The AI-powered case resolution saves us time by handling repetitive queries and enhances customer experience by speeding up response times. Review collected by and hosted on G2.com. Show More 4/21/2026 Validated ReviewerIncentivizedSource: Seller invite ![sameeksha c.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "sameeksha c.") SC sameeksha c. Mid-Market (51-1000 emp.) 4/30/2026 "Easy to Learn and Keeps Customer Details in One Place" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What i like about about salesforce is that it shows customer details in one place and is easy to learn as a beginner , i can handle. Chats and emails without confusion Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I dislike about salesforce is thats it bit of confusing when using as first and has vast features so take time to learn. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? This solves problem of missing or delayed customer responses by tracking all request in one system Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![raghav s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "raghav s.") RS raghav s. software engineer Enterprise (\> 1000 emp.) 4/30/2026 "Fixes Problems Fast—Like a Magic Helper" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I like it because it fixes problems quickly, like a magic helper!. Also I have used its customer support which is really helpful for me. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I don't like it because sometimes I get confused due to a lot of buttons and feels slow sometimes 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 fix people’s problems faster and keeps everything in one place. So my work gets done quickly and I really feel happy. Review collected by and hosted on G2.com. Show More 5/6/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 4/22/2026 "Agentforce Service Streamlines Support and Cuts Manual Effort" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most about Agentforce Service is how much it reduces manual effort in day to day support work. A lot of routine queries get handled automatically, so I can focus on cases that actually need attention. It did take some time to get comfortable with it in the beginning, but once you get used to it, it makes the workflow much smoother. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? One thing I don’t like about Agentforce Service is that it can feel quite complex, especially in the beginning. There are a lot of features and settings, so it takes time to understand how everything fits together. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? One major problem was handling too many customer requests manually. It used to take a lot of time to reply, update cases, and keep track of everything. With Agentforce Service, a lot of this is now automated. It handles routine queries, suggests responses, and updates records, which saves time and reduces workload. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Viral S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Viral S.") VS Viral S. IT SecOps Manager Oil & Energy Mid-Market (51-1000 emp.) 1/30/2026 "Centralized, Scalable Customer Support with Powerful Automation" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most about Salesforce Service Cloud is its ability to centralize all customer support activities into one powerful platform. It brings together multiple support channels—such as email, chat, phone, and social—so agents get a complete view of the customer and their history. This helps them resolve issues faster and more accurately. Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? While Salesforce Service Cloud is a very powerful platform, there are a few areas that can be challenging. Because it is so feature-rich and highly customizable, the initial setup and configuration can be complex and may require experienced administrators, along with additional training for users. For new teams, there can also be a learning curve before everyone feels fully comfortable using the system. Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment. That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? As an energy company, we manage complex customer relationships, long project lifecycles, and technical service requests. Salesforce Service Cloud helps us address the challenge of organizing and tracking customer issues, service cases, and communication across teams within one centralized system. Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place. Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector. 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: G2 invite ![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 "Agentforce Service: Natural Responses That Handle Repetitive Tasks" 4/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service stands out for its intelligent automation, which takes care of routine tasks such as case summaries and suggestions so agents can focus on more complex issues. It also offers a complete 360-degree view of customer data, making it easier to understand context and respond effectively. Overall, it feels like a reliable, scalable platform that boosts productivity, helps speed up case resolution, and improves the overall customer experience. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? For complex or sensitive cases, human intervention is still necessary, since AI can’t handle everything on its own. The platform can also feel fairly complicated during the initial setup and configuration. Pricing may be on the higher side as well, especially once you factor in additional features, licenses, and usage-based components. On top of that, the AI features need the right data and careful tuning to produce accurate results, and the initial implementation can take significant time and effort before it delivers the outcomes you expect. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? Before using Agentforce Service, our customer data was spread across multiple systems, which made it difficult to get a complete view of each customer. This often led to delays, repeated questions, and inconsistent responses. With Agentforce, all customer interactions are now centralized in one place, giving our team a clear 360-degree view of each customer. As a result, coordination has improved, duplication of work has decreased, and we’re able to provide faster, more consistent support. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 4/7/2026 "Service Cloud Streamlines Support with Automation and Everything in One Place" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I like most about Service Cloud is how it brings everything into one place, so it’s way easier to keep track of customer issues. It also saves a lot of time by automating repetitive tasks and giving helpful suggestions, so we can focus more on actually helping people. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? It can feel pretty complex at first, especially for someone new to it, there’s a bit of a learning curve. It can also get expensive depending on the features used. 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 having customer information and support tickets scattered across different tools - by bringing everything into one place. It also helps cut down on repetitive work and slow response times by automating tasks. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 4/20/2026 "Proactive IoT + Secure AI Escalations Make Agentforce Service Feel Self-Healing" 3.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? What I love about Agentforce Service is that it's always one step ahead - thanks to proactive IoT integration, it detects and fixes issues before customers even notice. Add in the Einstein Trust Layer keeping everything secure under the hood, and seamless escalations that hand off full context to humans instantly - it's less of a support tool and more of a self-healing customer experience engine. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? It's powerful but demanding - You're paying enterprise pricing for something that still needs an army of consultants and internal experts to function the way it was demoed. The ROI takes a while to show up - if it does. 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 win is cutting down repetitive ticket volume. Agents were spending half their day answering the same five questions - Agentforce handles that now. Not perfectly, but enough to actually free up the team for cases that need a human brain. 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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