What it is
Agentforce is Salesforce's AI agent platform. Companies use it to build customer-facing agents for service and sales, and employee-facing agents that work inside Sales Cloud, Service Cloud, Field Service and industry clouds. Agents use the customer data already in Salesforce and take actions on it. Tools include Agentforce Builder, Prompt Builder, Agent Script and Agentforce Voice.
Pricing has several options. Customer-facing agents can be billed at $2 per conversation, or through Flex Credits at $500 per 100,000 credits, where a standard action costs 20 credits (about $0.10) and a voice action 30 credits (about $0.15). Per-user add-ons for Sales, Service, Field Service and Operations cost $125 per user a month with unmetered employee use ($150 for Industries), a basic Agentforce User Licence costs $5 a month plus metered credits, and Max Edition starts at $550 per user a month with 2.75 million Flex Credits per org per year.
The free Salesforce Foundations tier includes the builder tools, so existing customers can start building without a new contract.
Our review
Agentforce makes most sense when Salesforce is already the system of record, because the agent acts on cases, orders and accounts under the same permissions as the rest of the CRM. For a large Service Cloud customer that removes the integration project an independent vendor such as Sierra or Decagon starts with. For a company not on Salesforce, it removes nothing.
Salesforce publishes its prices, which is more than most enterprise rivals do, but the structure needs a spreadsheet. Conversations at $2 and Flex Credits at about $0.10 per standard action cannot run in the same org, switching means replacing every Conversation SKU, and unused credits do not roll over into the next term. An agent averaging four actions per conversation costs about $0.40 on credits against $2 on Conversations, so the right model depends on how much work each conversation does.
One data-handling default deserves attention. The Einstein Trust Layer has zero-data-retention agreements with external model providers such as OpenAI, but Salesforce's own documentation says data masking is disabled for Agentforce agents to improve accuracy, so personal data reaches the model unmasked. Prompts, responses and trust signals are also logged in Data 360. Regulated teams that assumed masking would strip card or ID numbers need to design around that.
Against Intercom Fin's $0.99 per outcome, $2 per conversation looks steep, and the units differ in Fin's favour: Fin bills resolutions, Agentforce bills conversations whether or not they resolve. Building good agents in Agentforce Builder and Agent Script also takes Salesforce admin or developer time, the cost the rate card leaves out.
Where it earns its place
A 200-seat Service Cloud contact centre at a telecom provider
Let customers check orders and change plans without a human agent
A customer-facing agent reads and updates existing case and order records. At 50,000 conversations a month, Conversation pricing is $100,000; at four standard actions each, Flex Credits come to about $20,000, but credits are bought up front and do not roll over.
A Salesforce developer at a field service company
Give 80 technicians an assistant that updates work orders
Agentforce Builder and Agent Script come free with Salesforce Foundations for building; the Field Service add-on at $125 per user a month is $120,000 a year for 80 technicians, with unmetered use.
A data protection officer at a European bank
Approve customer-facing agents that see account details
Zero data retention covers external models, and Salesforce-hosted models keep data inside its trust boundary, but masking is off for agents, so personal data reaches the model unmasked. Prompts and responses are stored in Data 360 and become part of the org data to govern.
Before you commit
- Setup
- Builder tools are free with Salesforce Foundations; a production agent needs topics, actions and testing configured by a Salesforce admin or developer.
- Integrations
- Native across Sales, Service, Field Service and industry clouds; Prompt Builder, Agent Script, Apex and the Models API for custom actions; Agentforce Voice.
- Data and privacy
- Einstein Trust Layer with zero data retention at external providers; masking disabled for agents; prompts, responses and trust signals logged in Data 360.
- Cost at scale
- 10,000 conversations a month cost $20,000 on Conversation pricing; on Flex Credits at three standard actions each it is about $3,000, with overage billed monthly in arrears at the contracted rate.
- Limits
- Flex Credits and Conversations not supported in the same org; credits do not roll over; PayGo and Pre-Commit buying apply to Flex Credits only.
What's good
- Acts on Salesforce records under existing permissions
- Published rate card for conversations, credits and seats
- Builder tools free with Salesforce Foundations
- Zero data retention at external model providers
What's not
- Conversations and Flex Credits cannot share an org
- Unused Flex Credits expire at term end
- Data masking disabled for agents
- $2 per conversation billed resolved or not
- Needs Salesforce admin or developer skills
Best for
Enterprises that run sales and service on Salesforce.
Alternatives
Salesforce Agentforce: common questions
- Is Salesforce Agentforce worth it?
- If Salesforce already holds your customer records, Agentforce turns them into an agent with less integration work than any rival, and bills for it in more ways than anyone needs. We rate it 4.0 out of 5.
- How much does Salesforce Agentforce cost?
- $2 per conversation or Flex Credits ($500 per 100,000; about $0.10 per action); add-ons $125/user/month ($150 Industries); Max Edition from $550/user/month; builder tools free with Salesforce Foundations.
- What are the downsides of Salesforce Agentforce?
- Conversations and Flex Credits cannot share an org; unused Flex Credits expire at term end; data masking disabled for agents; $2 per conversation billed resolved or not; needs Salesforce admin or developer skills.
- Who is Salesforce Agentforce best for?
- Enterprises that run sales and service on Salesforce.
- How much does Salesforce Agentforce cost for a team or in production?
- 10,000 conversations a month cost $20,000 on Conversation pricing; on Flex Credits at three standard actions each it is about $3,000, with overage billed monthly in arrears at the contracted rate.
- Is Salesforce Agentforce safe for company data?
- Einstein Trust Layer with zero data retention at external providers; masking disabled for agents; prompts, responses and trust signals logged in Data 360.
- What are the best Salesforce Agentforce alternatives?
- The closest alternatives we have reviewed are Intercom Fin, Sierra and Zendesk AI.
Answers checked Oct 22, 2026.
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