AgentCatalogue

Agentforce Service Agent

Resolves service cases from Salesforce data and defined topics, and hands complex cases to a rep.

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Software you sign up for or install and run yourself. Submitted listing, not yet checked. Nothing on this page is sponsored.

What it does

Agentforce Service Agent is Salesforce's customer service agent built on Service Cloud. Admins define topics, write natural language instructions for each and give the agent a library of actions in Agent Builder; it then uses CRM records, knowledge bases and connected business systems to answer customers and complete tasks such as refunds, password resets and appointment scheduling. It works on SMS, WhatsApp, Facebook Messenger and inbound voice calls and escalates complex or sensitive cases to a human rep. Salesforce prices customer-facing agents at $2 per conversation, alongside Flex Credit and per-user options.

Type
Software product
Pricing
Usage-based, from $2 per conversationChecked 23 September 2026
Setup
Needs configuration
Access
Web app
Human review
Runs without review
Integrations
Service Cloud, WhatsApp, Facebook Messenger
Vendor
Salesforce
Website
salesforce.comChecked 23 September 2026
Listed
23 September 2026

You provide

  • Topics and natural language instructions
  • A library of actions
  • CRM records and case history
  • Knowledge base articles
  • Connected business systems

You receive

  • Resolved cases
  • Completed tasks such as refunds and password resets
  • Handoffs to a service rep with context

How the work runs

  1. 01

    Define topics, instructions and actions in Agent Builder

  2. 02

    The agent answers on messaging and voice channels

  3. 03

    It completes tasks against Salesforce and connected systems

  4. 04

    Complex cases are escalated to a human rep

Before it is handed over

Runs without review.

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