Good development
February 11, 2026

Good development

Adam McStravick | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Agentforce

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
  • 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
Relatively intuitive and easy to set up basic agents, also edit them. However there are so many configuration options that it can be intimidating to learn, so goes unused. This could be resolved by better documentation, help videos made by humans etc.

Do you think Agentforce delivers good value for the price?

Not sure

Are you happy with Agentforce's feature set?

Yes

Did Agentforce live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Agentforce go as expected?

I wasn't involved with the implementation phase

Would you buy Agentforce again?

Yes

It is great as a platform for creating and managing agents. Also adjusting them on the fly depending on user feedback. For us these are front line support agents so far. It is less appropriate for specific workflows where a human employee will have better context.. in this case it’s better to spend the time working with our users rather than configuring a niche agent

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