G2

sudhakar r.

Mid-Market (51-1000 emp.)

9/16/2026

"Efficient Automation with Agentforce Service, Minor Lightning Component Limitations"

4/5

What do you like best about Agentforce Service (formerly Salesforce Service Cloud)?

I like using Agentforce Service for its automation features, which help our agents with day-to-day activities automatically. The service console is great, as it provides valid articles and handles customer complaints efficiently with the knowledge articles available on the Lightning platform. This helps our agents stay informed and assist customers promptly. The product also helps with logging calls and updating ticket information automatically, which saves time and effort. The AI capabilities, combined with traditional support models, noticeably improve our task efficiency and resolution times. Review collected by and hosted on G2.com.

What do you dislike about Agentforce Service (formerly Salesforce Service Cloud)?

The Lightning component can be overwhelming when trying to display a lot of information during customer calls, which makes it a bit cumbersome. The pricing of Agentforce Service can also be a concern, which is why we're using an alternative like Twilio Flex for some functionalities, as it's more cost-effective in our case. 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 automate tasks like logging calls and updating tickets, speeding up resolution times. It helps agents with day-to-day activities automatically, depending on knowledge articles to address customer complaints efficiently. Review collected by and hosted on G2.com.