Salesforce continues to reshape how businesses interact with customers. The recent introduction of Agentforce has sparked questions about what capabilities come bundled with this AI-powered platform. One common query: does Agentforce Service Cloud include feedback management tools?
Let’s break it down.
Agentforce represents Salesforce’s latest advancement in AI-driven customer service automation. Built on the Einstein 1 Platform, this suite of tools helps organisations automate routine tasks, provide instant customer responses, and free up human agents for complex issues.
Agentforce Service Cloud focuses specifically on customer service operations. The platform combines conversational AI, natural language processing, and machine learning to handle customer queries across multiple channels. Think chatbots that understand context, automated case routing, and predictive solutions that anticipate customer needs.
Unlike traditional chatbots that follow rigid scripts, Agentforce agents can reason through problems, access relevant data, and take actions within your Salesforce environment. They work alongside human agents rather than replacing them.
The base Agentforce Service offering includes several core components:
Conversational AI Capabilities: Pre-built conversation templates help you deploy service agents quickly. These agents can handle common queries like password resets, order status checks, and account updates.
Knowledge Integration: Agentforce connects directly to your Salesforce Knowledge base. When customers ask questions, the AI retrieves relevant articles and presents information in natural language.
Case Management: Automated case creation, classification, and routing help direct customer issues to the right team or agent. The system learns from past interactions to improve accuracy over time.
Multi-Channel Support: Customers can interact with Agentforce agents through web chat, messaging apps, SMS, and voice channels. The experience remains consistent across platforms.
Analytics and Reporting: Built-in dashboards track agent performance, resolution rates, and customer satisfaction scores. These insights help you refine your service strategy.
Here is where things get specific. Salesforce offers a dedicated product called Feedback Management that helps organisations collect, analyse, and act on customer feedback at scale. This tool supports various feedback types including surveys, reviews, and social media mentions.
Feedback Management operates as a separate SKU (stock keeping unit) within the Salesforce ecosystem. It is not automatically included with Agentforce Service Cloud licenses.
The confusion often arises because Agentforce Service does include some feedback-related features. You can collect basic customer sentiment through post-interaction surveys. The platform tracks CSAT (Customer Satisfaction) scores after service conversations. Case deflection metrics show how well your AI agents resolve issues without human intervention.
But these capabilities differ from the full Feedback Management product. The dedicated tool provides advanced survey design, multi-language support, sentiment analysis across channels, and sophisticated feedback routing workflows.
To set clear expectations, here are the feedback features you get with Agentforce Service:
Post-Conversation Surveys: After an AI agent interaction, you can trigger a simple survey asking customers to rate their experience. Questions typically follow a 1-5 scale or thumbs up/down format.
CSAT Scoring: The platform calculates customer satisfaction scores based on survey responses. These scores appear in your service analytics dashboards.
Agent Performance Metrics: You can track which AI agents perform best, which conversation paths lead to resolution, and where customers express frustration.
Basic Sentiment Detection: Agentforce can identify positive, negative, or neutral sentiment during conversations. This helps flag interactions that may need human attention.
These features support service quality monitoring. They help you understand if your AI agents meet customer expectations. However, they do not replace a comprehensive Voice of Customer programme.
Consider the dedicated Feedback Management product if you require:
Organisations running enterprise-wide Voice of Customer programmes typically need these capabilities. The investment makes sense when feedback drives product development, service improvements, and strategic decisions across departments.
Selecting the right Salesforce tools requires understanding your specific needs. Sailwayz works with businesses to assess current feedback processes and identify gaps.
During personalised consultations, the team examines how you currently collect customer input, who needs access to feedback data, and what actions you take based on customer insights. This assessment reveals whether Agentforce’s built-in capabilities suffice or if you need additional tools.
Many organisations start with Agentforce Service and add Feedback Management later as their programmes mature. Sailwayz helps you plan this phased approach, ensuring you do not overspend on capabilities you are not ready to use.
If you decide to license Feedback Management separately, it integrates smoothly with Agentforce Service Cloud. Here is how they work together:
Agentforce agents can trigger survey distribution after resolving customer issues. When customers provide feedback, the system creates cases for issues requiring follow-up. Service teams see relevant feedback data directly within case records.
The combined platform creates a feedback loop: AI agents serve customers, collect initial satisfaction data, identify patterns, and improve responses based on what customers say. Meanwhile, broader feedback programmes capture sentiment across all touchpoints.
Sailwayz specialises in these integrations, ensuring data flows correctly between systems and teams can act on insights efficiently.
Salesforce structures Agentforce pricing differently than traditional Service Cloud licenses. You pay per conversation rather than per agent seat. This model can reduce costs for organisations handling high volumes of routine queries.
Feedback Management follows a more traditional per-user licensing model. Costs vary based on the number of users who need to create surveys, view feedback data, and manage response workflows.
When budgeting, consider:
Some organisations meet their feedback needs through other methods:
Third-Party Survey Tools: Platforms like SurveyMonkey, Qualtrics, or Medallia integrate with Salesforce. These may offer features Salesforce Feedback Management lacks.
Custom Solutions: If you have specific requirements, you might build custom feedback forms using Salesforce Experience Cloud and capture responses in custom objects.
Service Cloud Voice: This tool includes post-call surveys and quality monitoring features. If you run a voice-heavy contact centre, it might provide sufficient feedback capabilities.
Each option has trade-offs regarding cost, maintenance, and data integration. The right choice depends on your technical resources, budget, and feedback programme goals.
Start by answering these questions:
What customer feedback do you currently collect? How do you use that information? Who needs access to feedback data? What actions do you take based on customer input?
If your needs centre on service quality monitoring and post-interaction satisfaction scores, Agentforce Service’s built-in features likely suffice. If you are building a comprehensive Voice of Customer strategy that informs product development, marketing, and executive decisions, you will need Feedback Management.
The good news: you do not have to decide everything upfront. Salesforce’s modular approach lets you start with core capabilities and expand as your programmes grow.
Agentforce Service Cloud includes basic feedback capabilities suited for service quality monitoring and customer satisfaction tracking. The platform does not bundle the full Feedback Management product, which operates as a separate license.
For many organisations, Agentforce’s built-in features provide sufficient feedback functionality. Others benefit from adding dedicated Feedback Management as their Voice of Customer programmes mature.
Understanding what comes standard helps you budget accurately and set realistic expectations. Whether you need basic satisfaction scoring or enterprise-wide feedback programmes, Salesforce offers solutions that scale with your needs.
The right configuration depends on your specific situation. Taking time to assess your feedback requirements now prevents costly changes later.
Does Agentforce Service Cloud include survey tools?
Yes, Agentforce Service includes basic post-conversation surveys that measure customer satisfaction after AI agent interactions. You can collect CSAT scores and track sentiment, but these capabilities differ from the full Feedback Management product. The built-in surveys work well for service quality monitoring but lack advanced features like branching logic or multi-channel distribution.
Can I collect customer feedback without Feedback Management?
Absolutely. Agentforce Service provides basic feedback collection through post-interaction surveys and sentiment analysis during conversations. Many organisations use these features successfully for service improvement. However, if you need enterprise-wide feedback programmes with advanced survey design and cross-channel collection, the dedicated Feedback Management product offers more comprehensive tools.
How does pricing work for Agentforce versus Feedback Management?
Agentforce uses a consumption-based pricing model where you pay per conversation rather than per user seat. Feedback Management follows traditional per-user licensing, charging based on how many team members need survey creation and feedback analysis access. Your costs depend on conversation volumes and how many people work with feedback data.
Will Agentforce replace human customer service agents?
No, Agentforce handles routine queries and automated tasks, freeing human agents for complex issues requiring empathy, judgment, and creative problem-solving. The platform works alongside your team rather than replacing them. Most organisations see AI agents handling 40-60% of incoming queries, letting human agents focus on high-value interactions.
Can Sailwayz help me implement Agentforce Service Cloud?
Yes, Sailwayz offers personalised consultations to assess your customer service needs and design tailored CRM strategies. The team provides continuous support during implementation, ensuring your Agentforce configuration aligns with business goals. They help you determine which feedback tools you need and integrate them properly with your existing Salesforce environment.
Joshua Eze is the Founder & Salesforce Architect at Sailwayz, a certified Salesforce Consulting Partner based in the UK. With over 6 years of experience leading CRM transformations, he is a certified Application & System Architect passionate about using technology to simplify business processes. Joshua helps companies unlock the full potential of Salesforce with strategic, scalable, and secure solutions.
