--- 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: '2026-08-10' 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 ![Quishea B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Quishea B.") QB Quishea B. Talent Acquisition Specialist Mid-Market (51-1000 emp.) 11/14/2025 "Great Experience From Beginning to End" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I love how Salesforce keeps all my cases and tasks in one spot, so I’m not bouncing around trying to remember who needs what. It’s smooth for tracking updates, checking history, and staying on top of deadlines, which makes my day a lot easier and keeps everything organized. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly. 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 helps cut down the confusion that comes with working across multiple teams. We can assign tasks to the right departments, track every update in one place, and keep everyone on the same page. It saves time, reduces miscommunication, and makes it easier for me to move cases forward without chasing down information. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 11/14/2025 "Centralized Support and Seamless Omnichannel Experience" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Salesforce Service Cloud is often praised for its ability to centralize customer support operations and make service teams more efficient. Its best feature is the unified console, which brings cases, customer history, and communication channels together so agents have everything they need in one place. The platform’s automation tools like workflows, macros, and AI-powered routing help reduce manual work and speed up response times. Another major upside is its omnichannel capability, allowing teams to manage phone, email, chat, social media, and self-service interactions seamlessly. Combined with strong reporting, customizable dashboards, and integration with other Salesforce products, Service Cloud provides a scalable and highly flexible solution for improving customer satisfaction and operational efficiency. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Many people say that the biggest downside of Salesforce Service Cloud is that it can feel overwhelming at first. There’s a lot to learn, and getting everything set up the way you want often requires someone who really knows the system. It can also get expensive once you start adding more features or licenses. Some users feel the interface can be a bit busy, and performance may slow down if the system is heavily customized or handling large amounts of data. Overall, it’s powerful, but it can take time, money, and the right expertise to make the most of 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? Salesforce Service Cloud helps consolidate all our customer support interactions into one place, which makes it much easier to track cases, respond quickly, and maintain consistency across channels. It solves problems like scattered communication, slow response times, and limited visibility into customer history. With automation, workflows, and AI-driven suggestions, our team spends less time on repetitive tasks and more time helping customers. The platform also gives us strong reporting and insights, so we can spot trends, improve processes, and make better decisions. Overall, it has helped us deliver faster, more organized, and more personalized support. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Akash G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Akash G.") AG Akash G. Salesforce Administrator Mid-Market (51-1000 emp.) 6/4/2026 "Clear 360-Degree Case Management View in the Service Console" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? The case management and service console provide a clear 360-degree view. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The naming conventions in Salesforce can sometimes be 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? Proper case management, with a technician assigned in the field and milestones running on the screen, provides a seamless experience while working on a complaint raised by a customer. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic Review from User Profile ![Aditya S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aditya S.") AS Aditya S. Junior Software Engineer Mid-Market (51-1000 emp.) 5/11/2026 "Easy to Use, Feature-Rich Support Platform That Streamlines Team Productivity" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service is easy to use and packed with useful customer support features. It helps streamline daily operations through automation, efficient case tracking, and strong integration capabilities. While implementation can be slightly complex for advanced setups, the platform delivers reliable performance and improves overall team productivity. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The platform can feel complex during initial setup, and some advanced features require extra customization. Pricing can also be high 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? Agentforce Service helps us manage customer requests faster through automation, case tracking, and centralized support tools. It improves response times, increases team productivity, and enhances the overall customer experience. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Jiya K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jiya K.") JK Jiya K. Associate Software Engineer Information Technology and Services Small-Business (50 or fewer emp.) 4/14/2026 "AI-Powered Automation That Speeds Up Case Resolution and Personalizes Support" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? The AI profficiency tool helps users to automate case summaries andit also helps to enable proactive support such as identifying potential issues. It can alsomanageconversation across mutiple channels as well like email, chat and social media Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? I have mainly faced configuration issues, like unable to find proper documentation for the errors faced. Like i also felt its not user friendly for someone who is new to the platform. I have also seen many Ui issues that appear while using the application Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? There are Ai agents involved that minimize the need for other human involvement less, repetatiove tasks can easily be performed, routine complex tasks can easily be handled well by it. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Bhavdip G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhavdip G.") BG Bhavdip G. Employee Information Technology and Services Small-Business (50 or fewer emp.) 6/4/2025 "Customer service solution" 4.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? customer view that consolidates all customer interactions, cases in one place Advanced case routing and assignment rules that efficiently distribute work to the right agents Powerful reporting and analytics tools that provide actionable insights into service performance Knowledge base functionality that helps agents. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Cost can be prohibitive for smaller organizations, especially when including add-on features 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 is solving key problems and providing specific benefits: 1. Improve Customer Experience Single view of customer history enables personalized service Quick access to past interactions prevents customers from repeating information 2. Team Productivity for service cloud Agents can handle more cases with automated workflows Knowledge base reduces resolution time for common issues Review collected by and hosted on G2.com. Show More 4/13/2026 Validated ReviewerIncentivizedSource: G2 invite VS Vikalp S. Enterprise (\> 1000 emp.) 9/13/2023 "Moderate Deployment, Needs to Catch Up" 2.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? I find that Agentforce Service allows knowledge to surface faster, which results in a faster response time for users than before. It feels like the experience platform is getting better and is more adaptable, especially with headless technology and the ability to implement other languages like React and Angular. The ability to host within government limits is also a great feature. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Why is it still catching up and, still fleet? Hope this will improve and it'll be better in future. 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 by surfacing knowledge faster and improving user response times, making it quicker to create environments. Review collected by and hosted on G2.com. Show More 4/29/2026 Validated ReviewerIncentivizedSource: G2 Gives Campaign RH Rick H. Chief Experience Officer Mid-Market (51-1000 emp.) 6/5/2026 "Service Cloud Is The Perfect, Easily Customized Documentation Platform" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? We needed a customer care documentation platform and Service Cloud was the perfect choice. It has enough native functionality to get us started but then was easily customized to meet all of our needs. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? There are connected objects that are not clearly explained especially the transition from notes and activities to activities and tasks. All of the activity tracking is 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? Service Cloud documents all customer interactions and is the place for business processes for handling member inquiries and followup. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller AS Aditya S. Mid-Market (51-1000 emp.) 5/11/2026 "Agentforce Service Boosts Support Efficiency with Easy Automation and Case Tracking" 5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? Agentforce Service is easy to use and makes it simpler to manage customer support efficiently. The automation, case tracking, and integration features help streamline our workflow, improving team productivity and speeding up response times. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? The platform can feel complex during initial setup, and some advanced features require extra customization. Pricing can also be high 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? Agentforce Service helps us handle customer requests more quickly by using automation, reliable case tracking, and centralized support tools. It has improved our response times, boosted team productivity, and strengthened the overall customer experience. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Michael R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael R.") MR Michael R. Sr. Specialist Logistics and Receiving Logistics and Supply Chain Enterprise (\> 1000 emp.) 3/20/2026 "Seamless Plug-and-Play Support, but Omnichannel Disconnects at Times" 3.5/5 What do you like best about Agentforce Service (formerly Salesforce Service Cloud)? It has allowed me to provide better customer support and was implemented easily. It really was a seamless plug and play operation. I am better informed of customer issues and am able to answer questions much quicker. Review collected by and hosted on G2.com. What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)? Omnichannel can disconnect unexpectedly. Review collected by and hosted on G2.com. What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you? A customer writes in to ask for information about their order. Our Support team is able to quick sift through these cases with the guidelines we have set up and solve many issues before they ever get escalated. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 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(7,016) [ 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(3,756) [ 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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