---
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title: What Is Agentforce Service?
collection: admin
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locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_cloud_def.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_cloud_def.htm&release=264.0.0&type=5
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description: When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers.
products:
  - Service Cloud
release: "264"
---
# What Is Agentforce Service?

When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers.

With Agentforce Service (formerly Service Cloud), you can deliver instant, personalized service and support to your customers. And because every company and its customers are different, you can customize Agentforce Service to fit your needs. When your customers are happy, you're happy!

So how exactly does Agentforce Service work? You can let your customers communicate with you on any channel—email, phone, messaging apps, Experience Cloud sites, chat, text, and more. We transform those communications into cases, which represent a customer issue, request, or support ticket. Then you route those cases to service reps—the employees at your company who respond and resolve customer issues. To increase efficiency and achieve your contact center metrics, consider automating processes with AI tools from Einstein and Agentforce. Agentforce Service is with you from start to finish, delivering an integrated and streamlined process for handling your customer support needs.

Here’s an example of Agentforce Service at work. Your customer has an issue with one of your products. They send you an email, and a case is created in Salesforce to track the problem. The case is viewed in the Service Console by one of your service reps. After your rep find a resolution, they email your customer back.

![Diagram of a case lifecycle.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/service_cloud_def.png)

For usage restrictions that apply to this product, see [this document](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/sales-service-contractual-restrictions.pdf).

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

#### See Also

- [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.")
- [Add Service Channels](https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US)