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botBrains vs. Agentforce

Why teams choose botBrains over Agentforce

Both work inside Salesforce Service Cloud. The difference is the AI layer: Agentforce is Salesforce’s own platform, botBrains a powerful AI from Berlin with EU hosting.

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Comparison table

botBrains and Agentforce, side by side

Comparison of botBrains and Agentforce by criterion, each with sources
Built for

Support teams in DACH

SMBs with at least two support agents, mostly in ecommerce, sports, events and SaaS.

botbrains.io/about-us

Company

Independent, based in Berlin

botBrains GmbH, founded in 2023. Your first call is with one of the founders.

botbrains.io/about-usbotbrains.io/meeting

Inside Service Cloud

Its own integration user in your org

The AI works the cases you assign to the botBrains user, as an internal note or a direct reply. It fills in case fields and escalates to your team in every mode.

Docs: Salesforcebotbrains.io/ai-agent-for-salesforce

Requirements

Service Cloud with API access

An integration user on a Salesforce Integration license, an OAuth app and an Apex class. No Data 360, no Einstein add-ons and no extra Service Cloud seat.

Docs: SalesforceSalesforce Help: Integration users

Data residency

EU hosting for every customer

Application data in Frankfurt, servers in Germany, AI processing in the EU. No third-country transfer, for every customer.

Docs: Subprocessors

AI models

Fixed models, in the EU

OpenAI with EU data residency and zero data retention, Azure OpenAI in the EU, Claude via AWS Bedrock in Frankfurt. No training on your data.

Docs: Trust FAQ

Channels

Chat, email and phone

Website chat, app and Slack, email via Zendesk and Salesforce, inbound and outbound phone. WhatsApp Business by invitation.

Docs: Channels

Attachments

Reads images, PDFs and voice messages

Screenshots, photos, invoices and Office documents in the ticket feed into the answer.

Docs: ImagesDocs: Documents

Implementation

Guided rollout

We connect systems, set up processes and test together, with a dedicated rollout manager for ticketing. Most customers go live in 1 to 2 weeks.

botbrains.io/pricingbotbrains.io/industry

Certifications

GDPR and DPA, ISO 27001 planned

botBrains acts as processor under a DPA. Its data centers are ISO 27001 certified; its own certification is planned.

Docs: CertificationsDocs: DPA

Quality management

Included, no per-seat fees

Monitors, custom scorecards, topics and suggestions are included in the price. We bill AI answers, not users: your whole team reviews and improves at no extra cost.

botbrains.io/pricingDocs: MonitorsDocs: Scorecards

Pricing: chat

€0.19 per AI answer

On average 2 answers per chat, so €0.38 per conversation. No per-seat fees, so invite your whole team. AI analytics included.

botbrains.io/pricingDocs: Billing

Pricing: ticketing

€0.56 per AI answer

About €0.85 per ticket, from €1,700 a month. No seats, rollout manager included.

botbrains.io/pricing

Pricing: phone

€0.40 per minute

One per-minute price, number included, from €400 a month. Time after a transfer is free.

botbrains.io/pricingbotbrains.io/ki-telefonassistentDocs: Phone

As of October 12, 2026. Agentforce information from public Salesforce sources: pricing pages, Salesforce Help, press releases and trust documentation. All prices in euros, except the Help Agent resolution, which Salesforce publishes in US dollars only.

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The top reasons teams choose botBrains

Simple to integrate, live faster.

botBrains connects your third-party systems directly, with custom actions written as code. Agentforce requires Data 360, and for systems without a built-in integration Salesforce points to MuleSoft licenses or integration partners. Without that extra layer, new processes go live faster.

A clear price advantage.

With botBrains you pay for no seats, no Data 360 usage and no middleware: €0.56 per AI answer in ticketing, even when it runs several actions, about €0.85 per ticket, QA included. Agentforce bills every action separately, or per conversation or resolution, and Data 360 usage and MuleSoft licenses can come on top. Quality management is only included in the Max edition at €550 per user per month.

A team that builds with you.

Agentforce gives your Salesforce team a builder, Flows and Apex; Salesforce Professional Services quotes 4 weeks for the first agent. At botBrains, your first agent is up on day 1, with your knowledge and your system integrations. A rollout manager then tests with you, and most customers go live in 1 to 2 weeks.

What AI customer service looks like with botBrains

FC Schalke 04

90.4% CSAT in fan service

ERWIN resolves more than 90% of fan requests directly in chat and supports the team in Salesforce.

Ballsportdirekt

90% of requests automated

Ballsportdirekt answers about 14,000 requests a year with AI, including order status from its own ERP.

skapetze

79.6% resolution rate

AI lighting advisor Kira held more than 5,000 conversations in three months, with live product data from Shopify.

OMR Education

1,000+ prospects advised

OMR Education recommends the right courses to website visitors and answers questions in real time.

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What to know about Agentforce in 2026

Salesforce now has two service agents.

In September 2026 Salesforce closed its acquisition of Fin. According to Salesforce, Fin complements the deeply customizable Agentforce platform with fast-to-value options, especially well suited for SMB and some commercial organizations.

At Dreamforce 2026, Salesforce presented Fin as a ready-made service agent that connects to your Salesforce org. So Service Cloud customers now also choose between two AI products from Salesforce.

Salesforce, June 15, 2026Salesforce, Sept 10, 2026Salesforce, Sept 28, 2026

New editions with Flex Credits.

Since September 2026, Salesforce sells Service Cloud as Core, Advanced and Max at €195, €395 and €550 per user per month, billed annually. Depending on the edition, 500,000 to 2.75 million Flex Credits are included. Existing customers keep the pricing of their legacy editions.

Also new is the Help Agent, called “Casey” on the pricing page: a preconfigured service agent for chat, portal, messaging and voice that Salesforce says is set up in minutes. It is included in the Advanced and Max editions.

Salesforce, Sept 3, 2026Service Cloud pricingSalesforce, June 25, 2026

Resolved means not escalated.

The Help Agent bills per resolution, $2 according to the pricing page. A session counts as resolved when it has at least two messages on each side and ends without a handoff to a human and without negative final feedback. The customer doesn’t have to confirm anything.

To be fair: actions and Data 360 queries in a resolved session are included, and escalations cost nothing. But the model doesn’t apply to email. botBrains bills AI answers, €0.56 per answer in ticketing, each one traceable in the case.

Salesforce Help: Resolution billingAgentforce pricingDocs: Billing

ERWIN is a tremendous support for fans and S04 employees alike. The chatbot doesn’t just answer questions – it lets colleagues see in real time what’s on Schalke fans’ minds. Which topics matter most? Which offerings should be expanded? And how can Königsblau provide its supporters with the best possible service beyond the bot? On top of that, ERWIN serves as an intelligent search function on the S04 websites, making it easier to navigate all the different club topics. ERWIN has become an integral part of FC Schalke 04’s digital fan experience.
Jessica RossaTeam Digital, User Experience at FC Schalke 04

How we make switching from Agentforce easy.

Salesforce stays, only the AI layer changes. Your Service Cloud licenses keep running; the offer below covers your Agentforce spend, such as Flex Credits or Conversations.

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  1. 1

    You don’t pay twice.

    Still under contract with Agentforce? On a 12-month deal, we waive our fees for the months you’re still paying Agentforce, up to the amount you pay there.

  2. 2

    We work inside your org.

    Together we create a botBrains integration user and connect it via OAuth. botBrains reads your help center, website and PDFs, and we rebuild the actions Agentforce runs today with you.

  3. 3

    We go live step by step.

    Internal notes for your team first, then direct email replies, topic by topic. The AI can set case fields from day one. You keep a special right of termination in the early phase.

Our honest comparison promise

Most comparison pages are sales collateral in table form. Pick the rows carefully and you win every table.

Competition is good. One-sided comparisons are not.

So here is our rule: every row cites public sources, both products get the same level of detail, and we show where Agentforce is the better choice. If you spot a wrong or outdated claim, email us at info@botbrains.io. We will check it and correct it.

Liam van der Viven

Liam van der Viven

Co-Founder & CEO, botBrains

Where Agentforce may be a better fit.

You want everything from one vendor.

Agentforce runs natively in Salesforce, with Flows and Apex as actions, Data 360 and one contract with the same vendor. botBrains is an additional vendor with its own contract and its own interface.

Your Salesforce team wants to build.

With Agentforce Builder, Testing Center and Observability, your admins build, test and monitor agents themselves and choose between models from OpenAI, Anthropic and Google. botBrains uses fixed models.

Your data already lives in Data 360.

If your customer data already sits in Data 360, formerly Data Cloud, Agentforce works with it directly. Then the extra effort of adding botBrains is probably not worth it, even though botBrains brings deeper analytics with topics, suggestions, monitors and scorecards.

Questions and answers.

What teams ask most often when they compare botBrains and Agentforce.

Agentforce is Salesforce’s AI platform. Its agents run natively in your org: your team builds them in Agentforce Builder with Flows, Apex and Data 360, or starts with the prebuilt Help Agent. It is billed per action, conversation or resolution.

botBrains is an AI agent from Berlin that works inside Service Cloud as its own integration user. We set it up with you, all data stays in the EU, and it is billed per AI answer in a monthly plan. Either way, Salesforce remains your helpdesk.

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