--- 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 7356 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: 7356 scale: '5' date_modified: '2026-08-03' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Agentforce Service (formerly Salesforce Service Cloud) Reviews **Vendor:** Salesforce **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,356 ## About Agentforce Service (formerly Salesforce Service Cloud) 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 ## Agentforce Service (formerly Salesforce Service Cloud) Pros & Cons **What users like:** - Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features. (1259 reviews) - Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency. (1102 reviews) - Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy. (1097 reviews) - Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks. (973 reviews) - Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud. (591 reviews) - Automation (545 reviews) - Centralization (523 reviews) - Users value the **seamless SFDC integration** , enhancing customer service efficiency and providing instant access to crucial data. (516 reviews) - Customization (478 reviews) - Centralized Information (433 reviews) **What users dislike:** - Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use. (697 reviews) - Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features. (583 reviews) - Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members. (474 reviews) - Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively. (425 reviews) - Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features. (423 reviews) - Limitations (416 reviews) - Users find **missing features** like clunky macros and inadequate AI functionality hinder their overall experience with Agentforce Service. (413 reviews) - Users find **limited customization** options challenging, often requiring advanced knowledge or expert assistance for effective implementation. (368 reviews) - Limited Features (344 reviews) - Difficult Implementation (322 reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Reviews ### 1. Absolutely Essential for Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Ishrat B. | Salesforce Coach **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I absolutely love Salesforce Service Cloud for its seamless integration and comprehensive features like enhanced chat, service replies, and agent force implementation. The setup was a breeze, supported by ample guidance and documentation. It's an essential tool for handling millions of customer interactions at especially with the Customer 360 capabilities. The product's constant evolution with more features than five years ago is impressive, and I enthusiastically recommend it with a perfect score of 10 out of 10. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for managing millions of customer interactions efficiently benefiting our customer 360 team significantly. ### 2. Effortless Email and Meeting Integration with Salesforce **Rating:** 5.0/5.0 stars **Reviewed by:** Jillian I. | Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** November 12, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the ease of linking emails and meetings to salesforce through the cloud. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Whenever I encounter issues or challenges, it offers helpful guidance. ### 3. Powerful, Unified Customer Service with Salesforce Service Cloud—But at a Cost **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Farming | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud excels at centralizing customer service operations in one powerful platform. Its omnichannel support seamlessly manages inquiries across email, phone, chat, and social media, ensuring consistent service quality. The intelligent case routing and automation features dramatically reduce response times while boosting agent productivity. What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.​​​​​​​​​​​​​​​​ **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** High costs, steep learning curve, complex customization, overwhelming features—Salesforce Service Cloud demands significant training, dedicated IT support, ongoing maintenance.​​​​​​​​​​​​​​​​ **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Taking in and managing service cases of our farmers. ### 4. Efficient and Personalized Support with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Isaac M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce Service Cloud streamlines customer support by unifying cases, channels, and knowledge in one platform powered by AI to deliver faster, more personalized service. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find it frustrating that Salesforce Service Cloud can be quite complex to set up, and it often demands significant customization to truly fit specific service workflows. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses the challenges of fragmented customer support and delays in case resolution by bringing all interactions into a single platform. It streamlines processes through workflow automation and leverages AI to provide quicker, more consistent, and data-driven service experiences. ### 5. Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel G. | Concierge Representative, Automotive, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Fast, efficient system that streamlines processes **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end. ### 6. Effortless Case Management Boosts Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Salesforce S. | Software Engineering Manager, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud to be superior in service technology compared to other CRMs. The functionality in case management and customer feedback tracking within the Salesforce ecosystem is excellent. The ease of customization and using existing objects enhances its usability. Case routing directly benefits our company by effectively assigning tasks to the right teams. I appreciate how effortless it is to configure, manage cases, and use case routing rules. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** None **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product routes cases directly to the right service team members, improving efficiency with case routing rules and benefiting our company greatly. ### 7. Salesforce Service Cloud: Fast and Efficient with 360 View **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica V. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how Salesforce Service Cloud allows executives to see customer information in 360 degrees while talking to them, making calls faster and more efficient. This feature helps provide a more personalized and efficient service to the customer. Additionally, the ease of connecting more clouds is a significant attraction for me. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found that the initial setup process was complicated due to my team's lack of technological knowledge. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Executives can see 360-degree customer information during calls, making them faster and more personalized. ### 8. Customizable Features, Minor Complexity Hurdles **Rating:** 4.5/5.0 stars **Reviewed by:** Laura B. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate Salesforce Service Cloud for allowing our multiple teams to work seamlessly on the same platform while sharing the same information. The tool is indispensable for efficiently managing consumer contacts and sales operations in one place, enhancing our team's productivity. The robust suite of features and the customizability through managed packages ensures that it's perfectly tailored to our needs. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the complexity of the permissioning and access policies in Salesforce Service Cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud helps manage consumer contacts and sales efficiently in one place, aligning our teams with shared information. ### 9. ¡Service Cloud la mejor opción! **Rating:** 5.0/5.0 stars **Reviewed by:** Jesus M. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like the management that is in place for daily support to our clients, because it allows interaction in various ways. We use online chat to resolve incidents that occur and affect our clients' operations! We use cases for problems that require greater complexity and even the charter for quick interaction as well! **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The only disadvantage is that we still cannot use it on the cell phone for chat or line support. Everything else is very functional. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Incidents that occur during the interaction we have with other systems or in the handling of the tool. ### 10. Ideal for Managing Sales, Would Change Language Support **Rating:** 5.0/5.0 stars **Reviewed by:** Ismael O. | Senior Salesforce developer and consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the sales process of Salesforce Service Cloud, which is fundamental for us and motivates us to purchase it again. Additionally, the initial reports and sales funnels, along with lead management, are tools we use daily and find extremely useful. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What bothers us the most is that we cannot put it in Urdu. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud solves account sharing issues and provides clarity for taking action on leads. We use initial reports and sales funnels daily, improving our sales process and lead management. ### 11. Improves customer service experience for users and customers alike **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Service cloud's native features offer robust customer service options, including support for SLAs and multichannel support offerings. Coupled with additional third party solutions, case creation by customers is simple and seamless, improving self-service options. Recent AI advances also open up many more options to improve customer service for those ready to take advantage of the new technology. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The calendaring options aren't as robust as I'd like and tasks/activities aren't as flexible as they could be, although I appreciate the option to create multiple tasks by assigning them to multiple people now. Also, consumption based pricing for Agentforce makes it cost prohibitive for smaller companies to leverage new functionality. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Service cloud allows customers to centralize their support activities, allowing for faster resolution and collaboration across teams, reducing the time to resolution significantly. ### 12. Powerful Overview Despite Challenging Setup **Rating:** 5.0/5.0 stars **Reviewed by:** noa s. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like how it arranges the times between our services, which helps in managing our operations efficiently. The high-level overview it provides of all my services is incredibly useful for keeping track of everything we handle. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud very difficult and complicated. The complexity of setting it up was a significant challenge. I would like the setup process to be improved to make it much easier. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to arrange times between all our services, providing a high-level overview of our entire services. ### 13. Great Features, but Sometimes Hard to Find What I Need **Rating:** 4.5/5.0 stars **Reviewed by:** Matt O. | Software Architect, Senior Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** There is already so much available that, at times, I find no customization is necessary. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, it can be challenging to locate the specific feature I’m looking for or to figure out whether customization is necessary, simply because the system is so extensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Case automations make sure that issues are being routed to the right people. An external experience site using LWCs allows us to maintain branding and appearance. Custom objects take care of anything that isn't included. The nearly infinite customization options let us follow whatever logic and process is needed. ### 14. Customizable and Efficient with Room for AI Enhancement **Rating:** 4.0/5.0 stars **Reviewed by:** Corey R. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate Salesforce Service Cloud for its easy customization and efficiency in managing and resolving cases. The ability to build out particular business processes is incredibly beneficial. I find the customization features particularly useful, especially with flows and automated processes. The ease of handling case assignments enhances our workflow significantly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find that Salesforce Service Cloud could improve in its appeal by being more modern or 'cool.' **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for easy customization and building business processes to manage and resolve cases efficiently, simplifying workflows through automation and case assignments. ### 15. The Best CRM System Ever **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** You're able to customize so much as far as the layout and components, therefore increasing the advisors happiness. It's the most comprehensive way to store customer data and their previous interactions. The Service Cloud is the best program I've worked with. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I wish there was an ability to send mass emails to accounts and link the activity on all. That would help save time for advisors on a massive scale. It would be nice to be able to also log a call to more than just two accounts in case there's a contact regarding to more. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Ability to house so much data on leads and callers. It's easily organized, easy to locate and understand for an advisor. The searchability is wonderful for looking for a phone number, name or address. ### 16. Efficient Omnichannel Support with Powerful Tools, but Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud gives our support teams a unified workspace to manage customer inquiries, automate workflows, and deliver faster resolutions. The omnichannel support—integrating cases from email, chat, and web—saves time and ensures consistent customer experiences. Its reporting and dashboards make tracking SLAs and team productivity effortless. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some advanced configurations and automation rules can get complex without admin expertise. The UI occasionally feels heavy when handling large data volumes, but overall performance is solid once optimized. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** We use Service Cloud to centralize customer communication, reduce manual case handling, and gain better visibility into service metrics. It’s helped us automate case routing and escalations, cutting our response time by nearly 40%. The integration with Salesforce CRM and other business units like AdSales and Circulation allows seamless collaboration between support and operations teams. ### 17. Automation Powerhouse with Intuitive Ease of Use **Rating:** 4.0/5.0 stars **Reviewed by:** Jaouad A. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud incredibly valuable for its ease of use, which facilitates the handling of email-to-case functionalities and case resolution seamlessly. I appreciate how it enhances automation processes, provides much-needed visibility, facilitates sharing among teams, improves reporting, and ensures transparency across business units. The case management and knowledge articles features are also notably beneficial. The integration with other software like Genesys further extends its capabilities. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Price **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to solve lack of automation, visibility, reporting, and team sharing. It adds transparency to business units, enhancing our operations. ### 18. Useful Contact Management but Needs Better Data Integration **Rating:** 2.5/5.0 stars **Reviewed by:** Paul F. | Full Stack Developer **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the management of all contacts and the ability to create cases very useful. It helps in efficiently organizing and handling customer service scenarios, ensuring that warranties and orders are processed promptly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find it challenging to keep the data clean, specifically regarding duplicates in contact information. Additionally, I would like the process of importing data from one system to another to be easier, as this would significantly streamline operations. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use the product for managing customer service, ensuring prompt processing of warranties and orders, and effectively managing contacts while creating cases. ### 19. Effortless Case Management with Mobile Accessibility **Rating:** 5.0/5.0 stars **Reviewed by:** Khuzaima E. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud straightforward and simple for basic tracking needs. Its ability to manage proper SLAs ensures nothing is missed for customers, which helps us react to customer information efficiently. I also appreciate the trackability and reporting, which keeps service request aging in check and has overall been beneficial. Furthermore, its easy accessibility through mobile devices is a significant plus. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** No issues at this point **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to automate manual processes, improving case management and service report tracking, ensuring proper SLAs, and providing straightforward customer information reaction. ### 20. Powerful Customization and AI, but Expensive and Complex to Master **Rating:** 4.0/5.0 stars **Reviewed by:** Anand D. | Sr. Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This platform is powerful and offers a high level of customization for customer service management. I appreciate its case management automation features, as well as the robust AI integration it provides. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The product is quite expensive and comes with a steep learning curve because of its complexity. In many cases, you may need an experienced administrator or consultant to achieve full optimization. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** One of the major advantages of this tool is its built-in AI features and automation for managing customer service. Routine tasks can be handled automatically, which is a significant benefit. ### 21. Service Cloud: Elevating Customer Interactions Effortlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Maura F. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love how Salesforce Service Cloud allows easy interactions with customers at any time, which is vital for our operations. The transition from Sales Cloud to Service Cloud was seamless due to the simplicity and support from our Salesforce team. Its omnichannel capabilities, coupled with email, bots, and chat features, have been incredibly useful for our operations, especially in providing a white glove customer service experience. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Really nothing! **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Service Cloud enhances customer interactions, enabling our small team to deliver a white glove experience to a large customer base effortlessly. ### 22. Efficient, Easy to Use, and Highly Recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Ankita D. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how easy Salesforce Service Cloud is to configure and use. Its 360-degree customer view and the utility bar with integrated chat and call center features vastly improve customer service. The console app is another great feature, keeping everything accessible on one page. The automation and routing capabilities efficiently address high-priority cases quickly, ensuring customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not much. It’s been from long time and it’s mature now **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The product simplifies case resolution with easy configuration and automation, offering a 360-degree view for efficiency. It resolves cases quickly, enhancing customer satisfaction. ### 23. Effortless Efficiency with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Jacquie R. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find the support and onboarding features exceptional, making our transition smooth. The onboarding process was easy, which reflects Salesforce's commitment to user-friendly experiences. Service Cloud enhances efficiency by providing real-time updates, allowing us to help injured workers return to work faster and save lives, which is invaluable. The overall platform is impressive in its ability to address our organizational needs effectively. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I dislike the restrictions within Salesforce Service Cloud. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud increases efficiency and provides real-time updates, enabling faster resolution for injured workers and saving customers' lives. ### 24. Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2018 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** It helps manage cases and allow for a lot of data tracking and reporting **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The user interface on classic leaves a bit to be desired. I think lightning would be better but we are not switching yet. **Recommendations to others considering Agentforce Service (formerly Salesforce Service Cloud):** It's definitely a lot better than the alternatives. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The ability to track and manage our cases. ### 25. Great CRM Integration with customer relationship channels **Rating:** 5.0/5.0 stars **Reviewed by:** Leandro C. | Energy Trader, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The integration with customer relationship channels makes it easier for us to connect with our clients and manage support cases efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** At times, it is necessary to purchase a series of additional licenses to ensure everything functions properly. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Previously, we struggled to manage all the emails we received from customers, which required us to dedicate a large team and spend a significant amount of time on these tasks. However, after implementing the email-to-case integration, we were able to streamline our team and handle every issue raised by customers much more efficiently. ### 26. Salesforce Service Cloud is key for our Next Generation Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Dan S. | Forretningskonsulent, Enterprise (> 1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** A modern and intuitive user interface with the ability to easily configure business rules and processes. Salesforce Service Cloud has been vital for us in order to implement our strategy. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Being a Danish customer some regional or language specific features might be released quite late. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Supporting an omni-channel strategy for Customer Service. ### 27. Service Cloud for Customer Care **Rating:** 5.0/5.0 stars **Reviewed by:** Yana K. | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** One of our Customer Care groups recently migrated to Salesforce Service Cloud and saw time savings right away with Email to Case functionality along with reporting which the team struggled previously **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** What i don't like about Salesforce Service Cloud is that we can't keep up with changes and miss some good existing opportunities that can help our teams to work smarter and not harder **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud is helping our Customer care, Operations and Sales support groups to be more productive, being able to service customers faster while working together. ### 28. Efficient Case Management and High Customer Satisfaction with Salesforce Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Andrea C. | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud was easy to set up, which likely saved time and effort initially. It simplifies tasks for call center agents, significantly benefiting customer satisfaction. I find the case management feature particularly helpful. Overall, I'm happy with the service and would highly recommend it. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I feel that Salesforce Service Cloud could be improved by offering more out-of-the-box functionality. This would help in keeping costs down, which is important for me. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** The product simplifies processes for call center agents, enhancing customer satisfaction through effective case management. ### 29. Efficient Call Handling but Expensive **Rating:** 4.0/5.0 stars **Reviewed by:** Jennifer W. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the intuitive UI of Salesforce Service Cloud that meets our needs, making it ideal for our operations. I appreciate the efficient CTI and knowledge base integrations that streamline our call center processes. The ease of setup was impressive, allowing quick implementation and getting everyone working seamlessly. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The cost of user-based licenses for Salesforce Service Cloud is seen as expensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for our call center, where it streamlines processes with CTI integration and account pop-ups, facilitating quick responses, and providing an efficient multi-tab interface. ### 30. Challenging Onboarding, but Efficient Once Mastered **Rating:** 4.0/5.0 stars **Reviewed by:** Rodrigo Daniel G. | Solution Architect, Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate that Salesforce Service Cloud allows us to efficiently transition from WhatsApp promotional messages to direct client interactions through human agents. Having all the information for our agents readily available in one place significantly enhances our operational efficiency. The automation features have streamlined previously manual processes, resulting in improved problem-solving capabilities for our clients. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The onboarding process and learning how to use Salesforce Service Cloud initially is really tough. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product automates customer interactions, facilitating seamless communication between agents and clients, and consolidates information for efficiency. ### 31. Reliable Customer Support Boost with Salesforce Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Michael P. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the ease of configuring some of the basic capabilities with the help of a partner. I find the Service Cloud invaluable for tracking customer inquiries and managing demand effectively, ensuring timely responses. The constant innovation and new capabilities, along with the additional agent tech layer, help scale our teams efficiently. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I would like Salesforce Service Cloud to offer better self-service options for customers. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Service Cloud to track customer inquiries, optimize staffing for timely responses, automate business processes, and support team scalability with innovative features. ### 32. Effortless Case Management with Robust Integration **Rating:** 4.5/5.0 stars **Reviewed by:** deepthi r. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the easy implementation of Salesforce Service Cloud, which made setup hassle-free. I love how all case-related data is centralized, simplifying management for different departments. The integrated workflow, with features like case creation, queue management, and follow-ups, really streamlines our processes. The modern platform, with AI integration and regular updates, keeps everything efficient and up-to-date. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud centralizes data, making it easier to manage cases and improve coordination across departments. It simplifies data management and ensures efficient distribution of information for strategic decision-making. ### 33. Great Automation and AI, but Setup and Case Management Need Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Yan H. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The integrated knowledge base, along with the robust automation and AI features, really stand out. These elements work together to enhance the overall experience and make tasks more efficient. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The setup and configuration process is quite complex, and managing case duplication can be challenging. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Improved efficiency means that agents are able to resolve cases more quickly and manage a greater number of interactions within the same amount of time. This leads to higher customer satisfaction, as faster and more personalized support helps to build trust and foster loyalty. ### 34. Love Salesforce Service Cloud for Consistent Case Management **Rating:** 4.5/5.0 stars **Reviewed by:** Carlo J. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the organization and management capabilities of Salesforce Service Cloud, particularly in handling customer tickets and product issues efficiently. The business case management, service call omnichannel features, and case supplies are extremely useful. Additionally, the seamless integration with Atlassian’s Jira Cloud enhances our workflow. I'm so satisfied with the service cloud that I'm always looking to add more licenses. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not at the moment **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to organize customer tickets and product issues efficiently, categorizing and tagging them for better accuracy in our product teams. ### 35. Seamless Sales Solution with Salesforce Service Cloud **Rating:** 3.5/5.0 stars **Reviewed by:** Julayna P. | Head of Customer Service **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I really appreciate how Salesforce Service Cloud seamlessly streamlines processes and integrates with our existing Salesforce CRM, making it a clear-cut solution for our sales team. The setup process was remarkably smooth from the user end, enhancing the overall experience. Additionally, it effectively solves the issue of complicating tasks, which simplifies our workflow significantly. I find the platform's ease and effectiveness particularly commendable. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find the product solves overly complicated issues, streamlining processes with ease and providing a clear-cut solution since it integrates with our Salesforce CRM. ### 36. Highly Customizable but Complex and Costly Platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The platform stands out for its customizability, enabling businesses to adapt it to their unique requirements. Its efficiency-boosting features, such as automation, AI, and a unified customer view, help enhance agent productivity. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The high cost, steep learning curve, and overall complexity can make both the initial setup and continued use quite challenging, often necessitating substantial training. Additionally, many users report integration problems and find the interface to be clunky or even overwhelming at times. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud addresses issues such as fragmented customer data, delayed response times, and inconsistent service by offering a unified platform for managing all customer interactions across various channels. This solution enhances user experience by boosting agent productivity and delivering a comprehensive view of each customer, which enables more personalized service. ### 37. Powerful Customer Support Platform, but Complex to Customize **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce Service Cloud centralizes customer interactions in one place, making it easier to provide fast, personalized support. The automation and reporting tools also help streamline workflows and give valuable insights into service performance. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** While Salesforce Service Cloud is powerful, it can sometimes feel overly complex. Customization and configuration often require significant time and technical expertise, and without proper governance it’s easy for processes or data models to become inconsistent. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us manage customer interactions in one centralized place, ensuring that cases don’t get lost and responses are faster. Automation features like case routing and knowledge articles reduce manual work, while reporting and dashboards provide visibility into trends and performance. This has improved efficiency, consistency, and the overall customer experience. ### 38. We love Salesforce Service Cloud! **Rating:** 4.5/5.0 stars **Reviewed by:** Paola C. | Event and Data Management Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** This is a great CRM for service work. Our teams loves the ability it provided us to be able to collaborate and track and report on information **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** There isn't much to not like. Seriously **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** This is the area where external and internal people can open a case and get assistance ### 39. Promising Features, But Moderately Difficult Setup **Rating:** 3.5/5.0 stars **Reviewed by:** Audrey Ann E. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the centralization of customer complaints within Salesforce Service Cloud, which allows for better tracking and improved customer service. I find the approval process, case stage tracking, and service escalation process particularly useful. The increased visibility of cases for our sales and customer service departments is also beneficial. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find the setup process of Salesforce Service Cloud to be moderately difficult. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I will streamline our customer complaint process, centralizing it in a single platform and attaching cases to Salesforce records, improving tracking and enhancing customer service. ### 40. Efficient Customer Support with Salesforce Service Cloud, but Complex Setup and High Costs **Rating:** 5.0/5.0 stars **Reviewed by:** Pallavi G. | Lead Developer, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Salesforce Service Cloud streamlines customer support through case management, automation, and omnichannel tools. I like how it gives a complete customer view, enabling faster resolutions, personalized service, and improved customer satisfaction. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Some configurations can be complex and time-consuming. Licensing costs can add up, and performance may slow when handling large data volumes or heavily customized setups. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud centralizes customer interactions, automates case handling, and provides agents with full customer context. This improves response time, boosts efficiency, and enhances overall customer satisfaction through consistent, personalized service. ### 41. Great Unified Customer View, But Lacks Sufficient AI Features **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony G. | Senior Manager, IT Business Strategy, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The most helpful part for us is being able to pull all customer contact information and account information into a single pain of view so that when service calls are initiated, we know who we are talking to and the overall customer sentiment and customer engagement that that particular account deserves **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Not enough AI. I wish to see more agent, force, or other AI automation made available. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It allows our call center staff to be able to open up troubleshooting and brake fix work for our customers ### 42. Flexible, Effective, But Pricey **Rating:** 4.0/5.0 stars **Reviewed by:** Zach O. **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I enjoy the flexibility of Salesforce Service Cloud, which allows me to create the environment and tools we need on the spot. I also find the consolidation of information and increased visibility helpful for transactional efficiency. The automation features, including flows, significantly enhance our process. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud to be expensive. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud for consolidated information and visibility, enhancing transactional efficiency in customer relations. Its flows and automation capabilities streamline processes. The platform's flexibility allows us to create the needed tools instantly. ### 43. Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Divya T. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I like that Salesforce Service Cloud gives a complete view of the customer and streamlines support across channels. Its automation tools and AI features make agents more efficient, helping deliver faster and more personalized service **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** “Sometimes Salesforce Service Cloud can feel a bit overwhelming for new users because of its many features, but with proper training, it becomes a very powerful and efficient tool.” **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** “Service Cloud centralizes customer interactions and automates processes, helping us resolve issues faster, work more efficiently, and deliver a better experience to customers.” ### 44. Love SF! **Rating:** 4.0/5.0 stars **Reviewed by:** Lexi W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** Easy to build and iterate. The move to Agent force 360 has been a game changer. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Sandbox refreshes. Our org is dealing with a lot of tech debt so not any issues with SF itself. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Implemented a quality scorecard that massively increased the amount of data for customer insights. ### 45. Great Complement to Sales Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** John J. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love the ability to complement the sales process with good support follow-through. Knowing our customers means knowing not just how much they buy but also what issues they may have with our products. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Setup could be a bit more intuitive, if not automated. I believe I saw mention at Dreamforce that AI based provisioning may be in the works. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** It allows us to follow customers beyond purchase and deep into the ownership lifecycle, allowing us to better take care of our customers and ensure future purchases. ### 46. Dependable for Project Management and Case Systems **Rating:** 5.0/5.0 stars **Reviewed by:** Yen N. **Reviewed Date:** October 14, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I find Salesforce Service Cloud very effective in managing project timelines and schedules, keeping me on track for project go-lives. The tool's case management system is particularly useful, and the resources it provides for reviewing and approving tasks are very supportive. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** The initial setup of Salesforce Service Cloud was a bit difficult. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I find Salesforce Service Cloud helps me track projects effectively, manage timelines, and ensure tasks are completed on schedule. It also aids in resource review and approval processes for live launches, enhancing my workflow significantly. ### 47. Essential Tool for Case Management and Knowledge Sharing **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie L. | Salesforce Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate how Salesforce Service Cloud helps manage and save customer information and cases, allowing us to refer back to past problems and their resolutions. I find the knowledge articles feature particularly valuable for both onboarding new users and providing established team members with a resource to recall past solutions and disseminate company information. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Nothing **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Salesforce Service Cloud helps us efficiently manage and solve customer cases by saving and referencing past solutions, tracking product issues, and creating self-service resources, enhancing overall team productivity and customer satisfaction. ### 48. Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Sepideh R. | Director, Field Service and Remote Support, Mid-Market (51-1000 emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I love they the out of the box experience is already fitting almost all of our needs, and yet still so much flexibility to customize and fit your business needs. Having service cloud has massively improved our ability to trend product issues and better manage continuous product. I'm super excited about agentforce voice **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** not mich. Sometimes the out of box options are too much/overwhleming, i would rather have a dl/streamlined startup and then add as nmuch as needed **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Helping us to improve productivity and customer satisfaction. ### 49. Streamlined Automation, Challenging Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Caiyun W. **Reviewed Date:** October 16, 2025 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** I appreciate the automation capabilities of Salesforce Service Cloud, which help in automating transactions and significantly save time, making it easier to use. The case tracking feature also stands out as highly useful in managing tasks efficiently. Additionally, its ease of integration with other software like Bumi and Gensai simplifies operations. **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** I found the initial setup of Salesforce Service Cloud to be challenging, especially regarding data migration. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** I use Salesforce Service Cloud to automate transactions, making processes easy and time-efficient, and for pipeline and case tracking. ### 50. Reaching Our Audience When We Can’t—A Real Advantage **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?** The ability to reach our audience at time where we are unable to **What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?** Maintaining the AI learning piece. You have to keep the knowledge updated. **What problems is Agentforce Service (formerly Salesforce Service Cloud) solving and how is that benefiting you?** Using agent force to encourage students to register before classes and knowing the process on how to do so. ## Agentforce Service (formerly Salesforce Service Cloud) Discussions - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) - 2 comments, 1 upvote - [How has been your experience with the support?](https://www.g2.com/discussions/how-has-been-your-experience-with-the-support) - 2 comments, 1 upvote - [How do I integrate my other products and systems with Service Cloud?](https://www.g2.com/discussions/implementing-service-cloud) - 2 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [View Agentforce Service (formerly Salesforce Service Cloud) pricing details and edition comparison](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-08-03+09%3A29%3A01+-0500&secure%5Bsession_id%5D=4c79991c-d7c1-4187-b831-8cd60aec2466&secure%5Btoken%5D=b5f748cdc0a7465ed1f34d9a94097107d2d898fed66244c07498b1f3c6ab0cd4&format=llm_user) ## Agentforce Service (formerly Salesforce Service Cloud) Integrations - [Agentforce Communications (formerly Salesforce Communications Cloud)](https://www.g2.com/products/agentforce-communications-formerly-salesforce-communications-cloud/reviews) - [Agentforce Marketing (formerly Salesforce Marketing Cloud)](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews) - [Amazon AppFlow](https://www.g2.com/products/amazon-appflow/reviews) - [Amazon Chime](https://www.g2.com/products/amazon-chime/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Anaplan](https://www.g2.com/products/anaplan/reviews) - [Avochato](https://www.g2.com/products/avochato/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [CR Essentials](https://www.g2.com/products/cr-essentials/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [DataCloud](https://www.g2.com/products/datacloud/reviews) - [Docusign](https://www.g2.com/products/docusign/reviews) - [Ext JS](https://www.g2.com/products/ext-js/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [IBM Sterling Order Management](https://www.g2.com/products/ibm-sterling-order-management/reviews) - [iCal](https://www.g2.com/products/ical/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Kintone](https://www.g2.com/products/kintone/reviews) - [MCUBE IVRS](https://www.g2.com/products/mcube-ivrs/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Miro](https://www.g2.com/products/miro/reviews) - [Natterbox](https://www.g2.com/products/natterbox/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - [Salesforce B2C Commerce](https://www.g2.com/products/salesforce-b2c-commerce/reviews) - [Salesloft](https://www.g2.com/products/salesloft/reviews) - [SAP Concur](https://www.g2.com/products/sap-concur/reviews) - [SAP ECC](https://www.g2.com/products/sap-ecc/reviews) - [SegmentStream](https://www.g2.com/products/segmentstream/reviews) - [ServiceChannel](https://www.g2.com/products/servicechannel/reviews) - [SevenRooms](https://www.g2.com/products/sevenrooms/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Spoke Phone](https://www.g2.com/products/spoke-phone/reviews) - [Stella](https://www.g2.com/products/stella/reviews) - [Stripe Payments](https://www.g2.com/products/stripe-stripe-payments/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zapier for G Suite](https://www.g2.com/products/zapier-for-g-suite/reviews) ## Agentforce Service (formerly Salesforce Service Cloud) Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **System Management** - Security - System Monitoring **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Agentforce Service (formerly Salesforce Service Cloud) Alternatives - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - 4.4/5.0 (474 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) - 4.3/5.0 (679 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,565 reviews)