Customer Support
Agentforce Service
From $25G2 4.4 · 7,357 reviews
Mid-market to enterprise support organizations that need highly configurable, omnichannel customer service with strong automation, analytics, and deep CRM integration across sales, service, and field operations.
Quick overview
- Pricing
- $25/user/month (Starter Suite)
- Plans
- No free plan (free trial available). Starter Suite $25/user/month (monthly or annual) and Pro Suite $100/user/month (annual contract); both add transaction fees. Core $195, Advanced $395 and Max $550 per user/month, billed annually.
- G2 rating
- 4.4 / 5.0
- Comparisons
- Featured in 1 comparison
Key features
- Omnichannel case management (email, chat, phone, social) with routing and SLAs
- Knowledge base and self-service portal (Experience Cloud) with deflection tools
- AI-powered agent assistance and automation (Einstein, macros, flows, suggested replies)
- Field Service integration for dispatching, scheduling, and mobile technician workflows
- Reporting and analytics (dashboards, service metrics, CSAT, productivity, QA)
Pros
- Very flexible configuration and workflow automation for complex support processes
- Strong omnichannel capabilities and routing at scale
- Deep ecosystem (AppExchange) and integrations across the Salesforce platform
- Robust reporting, dashboards, and enterprise-grade security/governance
Cons
- Can be expensive as you add higher editions, add-ons, and implementation services
- Steep learning curve; admin and agent setup often requires expertise
- Customization and performance tuning can become complex in large orgs
Marcus Williams