Agentforce for Customer Service
Salesforce Agentforce: AI customer service with CRM context
Salesforce Agentforce combines customer-facing service agents with AI assistance for human service teams. Casey the Help Agent answers from connected business knowledge, performs configured service actions and escalates requests within Salesforce’s customer-service environment.
Paid plansAccount required
- Access
- Paid access
- Example plan
- USD 125 / user / monthAgentforce for Service employee add-on
- Available on
- Web, API
Customer self-service and AI assistance for Salesforce teams
Agentforce for Customer Service brings customer-facing agents and human-agent assistance into Salesforce’s service platform. Casey the Help Agent answers customer questions using connected business knowledge and can carry out configured service actions. Service Rep Assistant has a different audience: it helps employees with customer context, response preparation, summaries and service guidance. The two products share the Salesforce environment but have different licensing and usage rules.
A Help Agent can serve configured websites, portals, messaging and voice channels. CRM records, Knowledge and Data 360 connections supply the customer and business context needed for personalised support. Order enquiries, appointment requests and other service processes require the relevant actions, system connections and permissions. Agent Optimizer identifies gaps in service-topic coverage and suggests additional agent capabilities. Human escalation routes through configured Omni-Channel flows, transferring the conversation context to an available team or queue.
Customer usage is priced separately from employee assistance. Salesforce advertises Help Agent resolutions at USD 2 each, with the actions and Data 360 queries within that resolution included. Its billable-resolution rules require at least two message turns and no explicitly negative final feedback. The session must end without human escalation, unless the final feedback is explicitly positive. Chat and messaging resolution windows extend up to two hours; voice windows extend up to ten minutes. Longer resolved interactions can consume additional resolution units. Flex Credit contracts offer another consumption model, while employee add-ons and Max editions charge by user.
Best for
- Salesforce service teams using CRM and knowledge context
- Enterprises automating customer actions across service channels
- Human service teams adding AI assistance inside Salesforce
Limitations
The USD 125 employee add-on does not include unlimited customer resolutions. Max’s 2.75 million annual credits are pooled per organisation, not allocated to every seat. CRM editions, channels, data connections and contract rules affect the cost and available actions. Explicitly positive feedback can satisfy the resolution condition even after escalation; long resolved sessions can consume multiple units. Unused Flex Credits expire at the end of the order term.
Agentforce customer-service features
Casey the Help Agent
Provide customer answers and configured self-service actions across enabled service channels.
CRM and business knowledge
Ground responses in permitted Salesforce records, Knowledge and connected Data 360 sources.
Configured service actions
Connect approved order, appointment and other service processes to the agent’s conversation.
Human escalation with context
Use the customer agent’s escalation setup and Omni-Channel flows to transfer requests to a human team.
Service Rep Assistant
Give eligible employees AI-assisted service guidance, summaries and response preparation inside Salesforce.
Agent Optimizer and API access
Review service-topic gaps and integrate licensed agents through REST session and message interfaces.
Agentforce for Customer Service pricing
Paid plans. Plans priced per user. Visit Agentforce for Customer Service for full plan details and current offers.
Example plans.
Agentforce for Service employee add-on
USD 125 / user / month
Agentforce for Customer Service
Plan details
Per user, billed annually. Employee-agent assistance is unmetered; this does not make customer Help Agent resolutions unlimited. Base CRM licensing is additional.
Max service edition
USD 550 / user / month
Agentforce for Customer Service
Plan details
Per user, billed annually. Includes 2.75 million Flex Credits per organisation per year, rather than per user. Edition features, channels and contract terms apply.
Technical specifications
Customer support
| Feature | Agentforce for Customer Service |
|---|---|
| Agent or copilot workflow | Casey the Help Agent handles customer self-service; Service Rep Assistant supports human agents. Configured service actions can handle order and appointment requests.Current service products; edition and configuration apply |
| Support channels | Customer Help Agent supports configured web, portals, voice, SMS and WhatsApp channels. Customer-service deployment is separate from employee-assistant access.Enabled customer channels and applicable licences |
| Knowledge grounding | CRM context, Knowledge and structured or unstructured data connected through Data 360 ground the agent’s responses and service actions.Approved data sources and permissions |
| Human handoff | Customer service escalation uses an Escalation subagent and active outbound Omni-Channel flow to route context to a human or queue. Employee assistant panels have different transfer capabilities.Customer service agent and configured messaging routing |
| Resolution and usage accounting | Help Agent resolutions or contracted Flex Credit consumption; employee assistance also has per-user licences. A resolution needs at least two turns, no explicitly negative final feedback and either no human escalation or explicitly positive final feedback. Chat/messaging resolution windows are up to two hours; voice windows are up to ten minutes.Current Help Agent billing definition |
| API access | SupportedAgent API REST sessions and messages; appropriate agent licences and permissions |
Agentforce alternatives
Other AI support products offer different helpdesk connections, service channels and usage models.
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A customer-service automation platform with knowledge-based agents, actions and quoted pricing.
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AI support connected to existing helpdesks, with Autoflows and platform-plus-outcome pricing.
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Customer-service AI within Zendesk’s helpdesk and messaging environment.
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What does Salesforce Agentforce do for customer service?
Casey the Help Agent answers customer questions from connected knowledge, performs configured service actions and escalates requests. Service Rep Assistant separately helps human service employees with context, summaries and guidance.
How much does a Help Agent resolution cost?
Salesforce advertises USD 2 per billable Help Agent resolution. Agentforce actions and Data 360 queries within that resolution are included. CRM licensing, channel setup and contract terms can add costs.
Does the employee add-on include unlimited customer AI usage?
No. The USD 125/user/month annual add-on covers employee assistance. Customer-facing resolutions or Flex Credit usage follow separate billing. Max’s included annual credits are pooled at organisation level.
Can an escalated interaction count as a paid resolution?
Yes, if it meets the other billing conditions and the final feedback is explicitly positive. Without that exception, a billable resolution must finish without human escalation. Negative final feedback excludes it, and longer resolved sessions can consume additional units.
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