Salesforce Agentforce Sales & Agentforce Service
Connect sales, service, data, and AI across the customer lifecycle
How Agentforce Sales & Agentforce Service work together
Agentforce Sales, formerly Sales Cloud, helps organizations manage leads, accounts, opportunities, pipelines, forecasting, and other sales processes while using AI agents to support sellers throughout the sales cycle.
Agentforce Service, formerly Service Cloud, brings together case management, customer service channels, knowledge, automation, and AI to help organizations resolve customer needs more efficiently.
Together, Agentforce Sales and Agentforce Service connect customer data, workflows, and interactions across sales and service so teams can work with greater visibility and shared context.
XCentium helps organizations implement and optimize Salesforce sales and service solutions around their business processes, customer journeys, data, and existing technology.
Agentforce Sales & Agentforce Service capabilities
Sales pipeline and opportunity management
Manage leads, accounts, contacts, opportunities, pipelines, activities, and sales processes across the customer lifecycle.
Forecasting and sales intelligence
Improve pipeline visibility and forecasting while using customer, opportunity, and activity data to help sellers prioritize accounts and opportunities.
Case management and customer service
Manage customer questions, requests, cases, and support processes with workflows designed around your service operations.
Omnichannel service
Connect customer interactions across email, phone, messaging, chat, self-service, and other supported channels while maintaining customer context.
Knowledge and self-service
Give customers, service teams, and AI agents access to relevant knowledge to answer questions, support self-service, and improve issue resolution.
Agentforce for sales and service
Use AI agents to support activities such as account research, pipeline management, lead follow-up, customer assistance, knowledge retrieval, case creation, and other sales and service workflows.
Connected customer context
Connect sales and service with Data 360, commerce, marketing, and other Salesforce and enterprise systems so teams and AI agents can work with more complete customer information.
Workflow automation and integrations
Automate sales and service processes and connect Salesforce with ERP, commerce, customer data, knowledge, contact center, and other enterprise systems.
How XCentium helps you connect sales and service
We design, implement, integrate, and optimize Agentforce Sales and Agentforce Service around your sales processes, service operations, customer journeys, and business goals.
For sales, this can include CRM architecture and configuration, pipeline and opportunity processes, workflows, automation, integrations, and AI-assisted sales use cases.
For service, we help with case management, service workflows, customer channels, knowledge, automation, integrations, self-service, and Agentforce.
We also help connect sales and service with customer data, commerce, marketing, and other enterprise systems so customer context can move across teams and workflows rather than remaining isolated within individual applications.
Business outcomes with Agentforce Sales & Agentforce Service
Improve pipeline visibility and forecasting
Help sellers spend more time on higher-value activities
Improve service response and resolution
Automate repetitive sales and service workflows
Give teams more complete customer context
Deliver more connected customer experiences
Salesforce fit & implementation assessment
Choosing the right platform and approach is critical.
We evaluate your current systems, business goals, and architecture to define the best path forward with Salesforce.
Frequently Asked Questions
Agentforce Sales, formerly Sales Cloud, is Salesforce’s sales platform for managing leads, accounts, contacts, opportunities, pipelines, forecasting, activities, territories, and other sales processes.
Agentforce extends these capabilities with AI agents that can help sellers research accounts, manage pipeline activity, prepare for meetings, qualify and nurture leads, identify next steps, and automate parts of the sales process.
Agentforce Sales is Salesforce’s current name for the product formerly known as Sales Cloud.
Existing Salesforce environments, documentation, contracts, integrations, and other materials may continue to use the Sales Cloud name during the transition.
Organizations evaluating new capabilities should therefore expect to encounter both Agentforce Sales and Sales Cloud terminology.
Agentforce Service, formerly Service Cloud, is Salesforce’s customer service platform for managing cases, customer interactions, knowledge, service workflows, automation, self-service, and support across multiple channels.
It can bring together customer service representatives and AI agents so routine requests can be automated while more complex issues are routed or escalated to people.
Agentforce Service is Salesforce’s current name for the product formerly known as Service Cloud.
Existing implementations and Salesforce materials may continue to reference Service Cloud, but Salesforce now uses Agentforce Service as the current product name.
Agentforce Sales and Agentforce Service can share customer, account, interaction, and relationship information across Salesforce.
Sales teams can gain visibility into relevant service activity, while service teams can access customer and account context that may help them understand and resolve an issue.
Shared data, workflows, and integrations can also allow processes to move between sales and service without losing customer context.
Agentforce can help sellers automate and accelerate information-intensive and repetitive sales activities.
Potential use cases include account research, lead qualification and nurturing, pipeline management, meeting preparation, opportunity updates, follow-up recommendations, account planning, and other sales workflows.
The most effective use cases depend on having reliable underlying customer and sales data, clearly defined processes, and measurable business outcomes.
Agentforce can automate routine customer requests and help service teams handle more complex issues.
Potential uses include retrieving knowledge, checking order information, summarizing customer history, answering common questions, creating cases, suggesting next steps, routing requests, and automating service workflows.
Organizations should also define when an AI agent can complete a task independently and when the interaction should be transferred or escalated to a person.
Yes. XCentium has implemented Salesforce customer service solutions across complex enterprise environments.
For Funko, XCentium implemented Service Cloud with Agentforce, Salesforce Knowledge, commerce data, automated case creation, live-agent transfers, service automation, surveys, and SLA tracking.
XCentium has also delivered Salesforce customer service solutions for organizations including Mattel and Rawlings Sporting Goods Company, with capabilities spanning case management, customer channels, automation, integrations, and broader Salesforce environments.
Look for a partner with experience across the business processes, Salesforce products, data, and integrations involved in your environment.
Relevant capabilities can include CRM architecture, sales processes, case management, customer channels, knowledge, workflow automation, Agentforce, Data 360, integrations, security, analytics, and ongoing optimization.
For connected sales and service environments, the partner should also understand how customer context, workflows, and data need to move between teams and surrounding enterprise systems.