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Agentforce

Score8 out of 10

35 Reviews and Ratings

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What is Agentforce?

Agentforce is a solution that provides intelligent bots created and customized via a low code builder. Agentforce agents operate autonomously by retrieving data on demand, building action plans for any task, and executing these plans without human intervention.

Categories & Use Cases

Reviews

What users are saying about Agentforce.
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Good development

Incentivized
Adam McStravickView profile
Senior Technical Writer in Product Management at NiCE (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use Agentforce to build agents that interact with customers as part of the first line support process. It frees up time for some of the support staff because users are able to self serve. If not, the agents forward them to a human. The scope can grow in future to include basic operations without human input, but to start we just use them as chat bots.

Pros

  • Easy to view agents and edit them if needed.
  • Quite intuitive at a high level
  • Automation and AI is impressive

Cons

  • It is complex too, more help documentation or videos will help
  • AI assistance doesn’t work well for specific or detailed questions
  • So much configuration available it can put off new users

Return on Investment

  • Frees up frontline support staff
  • We have lowered our support case load around 10%
  • We can train staff on the platform and standardise it across the business unit

Usability

Alternatives Considered

NiCE CXone

Agentforce - for modern AI genetic world

Incentivized
Verified User
Employee in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

Agentforce is used to create autonomous AI agents that operate on top of Salesforce Data Cloud to handle complex, multi-step tasks across service, sales, and marketing without human intervention. In conjunction with Informatica Intelligent Cloud Services (IICS), Agentforce ensures these agents are grounded in high-quality, trusted, and unified enterprise data, allowing for deeper, context-aware actions.

As I am working at [...], Agentforce is helpful in dealing with Integration related and MDM SAAS specific.

Pros

  • Which helps in creation of Autonomous AI agents to operate
  • Multi-System Integration with "Zero-Copy" Data Access
  • To built chatbots and copilot tools by utilizing the Atlas Reasoning Engine to function as an autonomous digital workforce
  • Order and Transactional Management

Cons

  • Agentforce workflows that exceed 60 seconds often fail, making it difficult to use for complex, long-running processes
  • Agentforce generally does not support using external LLMs, locking organizations into the Salesforce Einstein ecosystem
  • When an agent fails, it often provides vague error messages, making it difficult for administrators to determine if the issue was due to a failed Flow, a bad prompt, or an API timeout.
  • Creation or building code is easier with Salesforce Agentforce AI whereas to debug it needs more time.
  • Agents require highly structured, clean data, causing significant delays for companies with legacy, fragmented, or "dirty" data.

Return on Investment

  • Agentforce automates routine inquiries, often handling 25%–35% of cases (deflection) in the first few years. This reduces the cost per interaction and lowers the average handling time (e.g., from 10 minutes to 3 minutes), allowing companies to scale support without increasing headcount.
  • By integrating directly into the Salesforce CRM and leveraging existing data, Agentforce enables faster implementation compared to building custom solutions, allowing companies to see ROI more quickly
  • Companies in various sectors are leveraging AI agents to cut overhead, with some reporting significant cost savings of 20% or more on manual, repetitive tasks.
  • If teams are not properly trained or if the AI does not properly augment their workflow, adoption stalls, resulting in wasted investment

Usability

Alternatives Considered

Microsoft Dynamics 365, Informatica Cloud API & App Integration, Informatica Cloud Data Integration and Informatica Intelligent Data Management Cloud

Other Software Used

Informatica Cloud Data Integration, Informatica Intelligent Data Management Cloud, Informatica Cloud API & App Integration

Agentforce Review

Incentivized
Verified User
Manager (5001-10,000 employees employees)

Use Cases and Deployment Scope

Agentforce is trying to increase internal efficiency of our employees. Our employees are typically client facing. Everybody is 100% utilization, but with Agentforce coming in and our SMEs training, the agents are able to take the admin burden off and thus they have a lot of free time to focus on the strategy piece of work. That's where the agent force ecosystem is helping us.

Pros

  • It's very, very easy for even a non technical person to build on. We train our SMEs to build their own agents out, and those SMEs are typically functional in nature. They're not coders so as to say, and they were able to build their own agents out with minimum support from the tech team. The product in itself is very user-friendly, very easy to understand, and very, very easy to implement and that's the beauty of Agentforce.

Cons

  • This is one thing in specific which my SMEs keep on coming back and telling me as a area of improvement. Agentforce is a little buggy, the product forgets context. So as an SME, I can't afford to forget context of the previous conversation. Typically sometimes there's a lag, which you've seen, it forgets the context and it needs to be reminded in the next conversation, which is happening, whatever we saw in the previous conversation. And then it picks up and then it helps. So if that connection can be better, it'll really help.

Return on Investment

  • So 20% bandwidth free up for my SMEs is a lot to me because I then deployed them to a lot of client related projects and I get additional revenue out of it. So revenue ROI standpoint, at least a 20% uplift and ROI can be attributed to Salesforce agent Force wherever we implemented it.

Usability

Other Software Used

Salesforce Data Cloud, Salesforce Health Cloud, Salesforce Marketing Cloud

Agentforce for Customer Service Automation

Incentivized
Verified User
Administrator in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

At the moment, we are in the early stages of Agentforce adoption. The main use cases identified involve agents capable of handling the first level of customer service interactions, using a well developed knowledge base to resolve customers inquiries without the need for human intervention. We are also looking for a solution capable of case classification and routing to the appropriate teams.

Pros

  • It can accurately understand the full context of customer requests
  • Identifies customer sentiment in real time
  • Delivers knowledge-based answers while corrects indicates the source

Cons

  • It could have more native configuration options for multilingual support
  • Clear reporting of knowledge identified gaps
  • Provide more visibility about how routing decisions were taken

Return on Investment

  • Reduction in manual classification effort
  • Faster initial response times throught service channels
  • With scale, it could possibly reduce operational costs

Usability

Alternatives Considered

Google Gemini

Other Software Used

Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud

A great tool with a huge wide of options to explore

Incentivized
Verified User
Analyst in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

Currently we use Salesforce Einstein Bots under a live chat solution, to provide a self service option to the customer before sending him to speak with a customer service advisor

Pros

  • Easily configured
  • Allow code
  • Integrates with Chat solution

Cons

  • Allow bigger text messages
  • Be more clear when using html
  • Call other variables available in the org

Most Important Features

  • Being configurable through setup
  • Can be cloned

Return on Investment

  • We were able to assist customers with the self service option, without wasting effort from a real CS advisor

Other Software Used

Slack, Apache OpenOffice, Notepad++