Salesforce Agentforce Service
Salesforce's service CRM (Service Cloud) brings SMS, WhatsApp, Apple Messages for Business and other messaging channels into the Service Console for AI agents and service reps.
Overview
Agentforce Service, sold as Service Cloud, is Salesforce's customer service CRM. Its Messaging feature brings SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE and web chat into the Service Console, where Agentforce AI agents and service reps answer customers next to cases and customer records.
Key features
- Messaging channels for SMS, WhatsApp, Facebook Messenger, Apple Messages for Business and LINE, plus Bring Your Own Channel for other networks
- Incoming messages routed through Omni-Channel to reps, like phone calls
- Messaging user records that show every session a customer has had on each channel
- Agentforce AI agents and a service rep assistant
- Case management, knowledge base, Slack swarming and workflow automation
Pricing
Starting prices per user per month: Starter Suite $25, Pro Suite $100, Core $195, Advanced $395 and Max $550 (Core and above billed annually). The edition comparison lists digital channels beyond web chat as add-ons, and Enhanced Messaging at an extra $75 per user per month. Free trials are offered.
How it compares to Linq
Salesforce offers Apple Messages for Business, not iMessage from a phone number: iPhone customers chat with a verified brand in Apple's Messages app, and SMS covers other phones. It is a per-seat CRM with messaging add-ons. Linq is a developer API that sends iMessage, RCS and SMS from real phone numbers for a flat fee from $260 a month with no per-message fees.
Best for
Service teams already on Salesforce that want Apple Messages, SMS and WhatsApp conversations inside the Service Console with Agentforce agents.
Sources
Similar to Salesforce Agentforce Service
