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Time Estimate

About 5 mins

Topics

Looking for Help?

Get Started with Agentforce Service

Learning Objectives

After completing this module, you’ll be able to:

  • Explain Agentforce Service and its evolution from Service Cloud.
  • Summarize how humans and AI agents work together to solve customer issues.
  • Describe how Agentforce Service connects every service experience, including customer service, contact center, field service, and employee service.

Welcome to the Era of Agentforce Service

Service Cloud is now Agentforce Service, the world’s most complete and connected customer service suite.

Legacy service tools can’t keep up with today’s demands. They were built for volume, not intelligence, often leading to disjointed workflows that frustrate customers. Agentforce Service changes the game by bringing artificial intelligence (AI), data, and CRM together. It doesn’t just give your reps tools; it delivers an agentic experience where autonomous AI agents and humans collaborate to deliver service that is efficient, intelligent, and proactive.

A Unified Suite for All Types of Service

Agentforce Service unifies every service experience in one complete suite of solutions.

  • Customer Service: Boost customer satisfaction (CSAT) with self-service and the service rep workspace, where AI agents help customers resolve issues, 24/7.
  • Contact Center: Deliver seamless experiences by unifying voice and digital channels so reps have one place to manage conversations, including phone, email, SMS, WhatsApp, Facebook Messenger, and more.
  • Field Service: Scale field operations by equipping mobile workers with the tools they need to fix issues quickly onsite, whether online or offline.
  • Employee Service: Increase internal productivity by empowering IT and HR teams to resolve employee requests faster so everyone has what they need to keep work moving.

The complete Service Suite of Customer Service, Contact Center, Field Service, and Employee Service.

This is a fundamental shift in how service operates. Agentforce Service combines the proven foundation of Service Cloud with autonomous AI agents that can:

  • Handle routine inquiries and provide immediate responses.
  • Escalate complex issues to human reps.
  • Learn from every interaction to continuously improve.

In this new era, success isn’t just about having the right data in one place. It's about having intelligent agents that can act on that data instantly. AI agents deliver immediate responses, and human reps use AI insights to solve complex problems. Agentforce Service empowers teams to deliver faster, smarter, more personalized service across your organization.

Built on the Agentforce 360 Platform

The power of Agentforce Service comes from being natively built on the Agentforce 360 Platform. This unification means Service shares a single, trusted and secure data model with Marketing, Sales, and Commerce. By using this unified context, Service transforms from a support function into a growth engine, driving stronger relationships and measurable business growth.

  • Agentforce Sales: Sales reps get a comprehensive view of the customer’s service history. For example, when a rep sees that their prospect has an open support case, they know to check in and help, rather than push a new sale. This builds trust and strengthens the relationship.
  • Agentforce Marketing: Create smarter, more personalized marketing. Marketing teams can use service insights to segment customers. For example, they can create a campaign that proactively offers helpful tips to customers who have had a similar issue, or they can pause promotional emails for a customer until their case is resolved.
  • Agentforce Commerce: Service reps have a customer’s complete purchase history right at their fingertips. When a customer calls about an order, the rep sees everything on one screen, no more switching between systems to find information. This means faster, more informed answers and happier customers.

Key features and capabilities make the unified platform work.

How Agentforce Service Works

Agentforce Service helps every team achieve three goals: higher customer satisfaction, lower costs, and greater employee productivity. It unites AI agents and human reps on a single, deeply unified solution. This ensures every process, workflow, and channel is AI-ready from day one. From contact centers to the field to HR and IT service, Agentforce Service brings intelligence and automation to every interaction.

How customers and service leaders are supported by innovative tools for Channels, AI agents, and Service Reps.

How Agentforce Service Works

Key Features and Capabilities

On every channel:

  • Phone
  • Web
  • Chat
  • Email
  • Messaging
  • Deliver 24/7 resolutions by combining humans and AI agents.
  • Unify channels, data, and departments to create personalized experiences at every touchpoint.

With AI agents:

  • Agentforce Service Portals
  • Agentforce Service Agents
  • Agentforce Voice
  • AI-powered self-service knowledge base
  • Dynamic case deflection and resolution
  • Personalized content recommendations
  • Seamless escalation to service reps when needed
  • Integration with existing knowledge management systems

For service reps:

  • Service Console
  • Service Assistant
  • Employee Agent
  • Slack Swarming
  • Resolve complex issues faster with a unified console.
  • Act on sentiment before it becomes a problem.
  • Let AI guide and summarize in real time.

For service leaders:

  • Command Center for Service
  • Customer Signals Intelligence
  • Knowledge Intelligence
  • Manage human and AI agents across channels.
  • Gain real-time visibility into customer satisfaction.
  • Detect knowledge gaps and generate new articles.

Evolve Your Service

Agentforce Service is the evolution of Service Cloud, a new suite of solutions that brings human and AI agents together to help businesses work smarter. It unifies all customer service channels and data, enabling teams to be more efficient and give customers better experiences. Agentforce Service's real power comes from connecting with other Salesforce clouds, which allows AI to use a complete view of the customer to deliver personalized, proactive service.

Are you ready to evolve your service? Now that you know the basics of Agentforce Service, see how you can resolve support cases faster in the next unit.

Resources

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