Criticism of mandatory Agentforce AI in Salesforce Help

"On September 29, the vendor removed the search function that had been the fastest way to navigate documentation and manuals for years. Instead, Salesforce introduced Agentforce, an AI assistant that provides answers through conversation. For many members of the Salesforce community, this change feels like a step backward. Whereas the search bar delivered immediate and reliable results, Agentforce is perceived as slow, cumbersome, and less accurate. Users complain that the new method takes more time to find the right information."

"The criticism is loud on platforms such as LinkedIn, where Salesforce consultants share their frustration. According to them, it is incomprehensible that Salesforce is replacing a working search function with an AI that is not yet at the same level. The concerns are not only about productivity, but also about sustainability. A classic search index consumes less energy than a generative model that uses computing power for every answer."

"Within the Trailblazer Community, Salesforce's official user network where members share feedback, an initiative has been launched to bring back the search function. Users can support this idea by upvoting it in the official feedback environment. The sentiment within the community is clear. People want to be able to choose between a quick text search and the new agentic conversation."

Salesforce removed the longstanding Help & Training search on September 29 and introduced Agentforce, an AI assistant that answers via conversation. Many users find Agentforce slower, more cumbersome, and less accurate than the previous search bar, making it harder to locate documentation quickly. Critics argue the change reduces productivity and increases energy consumption because generative models require more computing power than a classic search index. Community members launched an initiative in the Trailblazer Community to restore the search function and ask for an option to choose between quick text search and agentic conversation. Reports on Reddit describe repetitive or incorrect answers from Agentforce.

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