Service teams already working in Salesforce Service Cloud.
ETHORITY analysis
Connects with
Agentforce Service channels: 'voice, web, portals, SMS, and WhatsApp'; native to Salesforce platform ('Headless 360'); third-party knowledge via 'Enterprise Knowledge powered by Data 360'; Max edition includes Tableau Next, Slack Enterprise+.
Pricing: Agentforce User Licence gives 'Access to limited Salesforce CRM objects'; Flex Credits and per-conversation pricing cannot be used in the same org; unused Flex Credits do not roll over; editions include 'a limited number of generative credits'. Agent API: 120-second timeout; not supported for 'Agentforce (Default)' agent type.
Agent API constraints: https://developer.salesforce.com/docs/ai/agentforce/guide/agent-api-considerations.html. Service AI page: 'Includes a limited number of generative credits.' No accuracy/hallucination limitation statement found on reviewed pages.
Fit and decision conditions
Less suitable when
Less relevant without Service Cloud.
ETHORITY analysis
Use case
A utility lets an agent answer meter-reading questions with the customer's account data.
Scenario
Application scenario, rather than a measured customer result.
Prerequisites
Salesforce Service Cloud; the Service add-on is listed at $125 per user per month.
Same price list as Agentforce: conversations $2 each; Service add-on $125 per user per month; Flex Credits $500 per 100,000; Agentforce 1 Editions from $550 per user per month.
The statement covers third-party models. Ask how Salesforce's own models handle your data.
Certificates and audit reports
Compliance portal lists for 'Agentforce & Einstein Platform': ISO/IEC 42001:2023 certificate ('Salesforce AI Platform, Agentforce Slack AI, ...', updated 1 Oct 2026); HDS certificate (Salesforce); SOC 1 bridge letter (Agentforce Operations). Full list (125 documents) refers to 'Audits and Certifications' section of the service SPARC.
Zero data retention with third-party LLMs ('No data is retained by the third-party LLMs'); prompts, responses, trust signals and toxicity scores 'are logged and stored in Data 360' as audit trail (retention period not stated).
The example concerns Salesforce Help; check language support for your intended product.
Questions for the provider
Ask the provider which data region applies to your account.
Ask the provider whether your data is used to train models and which consent controls apply.
Ask the provider which retention and deletion terms apply, including when the contract ends.
Cost per accepted outcome
Editable hypothetical example · not provider pricing or measured performance. Use this monthly worksheet to test your own quote and quality assumptions.
/ accepted outcome
accepted outcomes / month
5,000 tasks × 80% = 4,000 accepted outcomes per month. Higher entered costs raise unit cost; more accepted outcomes spread the same cost over more results.
Formula: entered monthly costs ÷ (monthly tasks × acceptance % ÷ 100). The numerator includes only the costs you enter. Add applicable licence, usage, integration, human review and rework costs yourself; this is not automatically a fully loaded estimate or a vendor billing model. Capacity released is not realized financial value.
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A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
ETHORITY®