Salesforce’s Agentforce is an intuitive and powerful platform that enables humans and AI agents to work together to drive customer success. Let’s dive into what Salesforce Agentforce is, how it works, and how it can benefit your organization.
What Is Agentforce?
Agentforce is an AI-powered solution that enables you to build and manage proactive, autonomous agents for tasks throughout your organization. It operates on Salesforce’s core platform, so it can assist with departments such as sales, marketing, customer service, and commerce. Because of this integration, it can pull from your company’s trusted business knowledge and data in real time to execute tasks and generate responses aligned with your brand voice and company policies.
These AI agents can provide 24/7 specialized support to employees and customers without human interference. They use large language models (LLMs) to analyze and understand an interaction’s full context and purpose. Agents can then reason through decisions and act autonomously to resolve queries, all within the guardrails and parameters you set for their role. When faced with complex issues beyond their scope, they can escalate interactions to human agents.
Organizations across industries can benefit from the Salesforce Agentforce platform, including those in health care, finance, telecommunications, retail, technology, and other customer service-oriented sectors. Agents can handle repetitive tasks efficiently and accurately, enabling team members to focus more on strategic or complex initiatives. Because they never sleep, agents can support customers 24/7 to promote their satisfaction.
How the Agentforce platform works
The Atlas Reasoning Engine powers Salesforce Agentforce. This intelligence engine uses natural language processing (NLP) and a number of specialized LLMs to give AI agents the ability to understand and respond to interactions with natural language, even when queries are complex or vague. The intuitive language processing allows anyone to interact with agents effortlessly. The engine also helps agents learn and improve their responses so they can better assist users.
You can configure agents for your business needs through the low-code Agent Builder feature. Use a template with prebuilt functionalities or build an agent from scratch. Agentforce leverages existing Salesforce Platform tools, including Flow, Apex, and MuleSoft APIs, to streamline the agent creation process and augment its capabilities to interact with the platform and company data.
To create an agent, you will need to complete a few basic steps, including:
- Defining the agent’s purpose:Â Write out what job you want the agent to do and the goals the agent should work toward.
- Outlining instructions and actions:Â Explain the specific actions you want the agent to take based on triggers.
- Setting guardrails:Â State what the agent can and cannot do and when they should escalate issues to a human team member.
Core features of Agentforce
Agentforce empowers your organization to take advantage of AI. With seamless integrations and a user-friendly interface, you can easily create agents that work efficiently and accurately.
AI-powered capabilities
When you use Agentforce, you can leverage AI to enhance operational efficiency. The AI agents can be fully autonomous, enabling team members to direct their time, effort, and resources to other complex issues while trusting the agents to handle their assigned tasks without human intervention. Agentforce’s AI tools also assist with predictive analytics to give you actionable insights into your data.
Integration with Salesforce
Agentforce’s predecessor, Einstein Copilot, had limited integration with the wider Salesforce platform and third-party connections. Through the Agentforce Partner Network, Agentforce has extended integration capabilities. It offers seamless integration with the entire Salesforce ecosystem and third-party systems, bringing together internal and external sources to give your agents the data and context they need to handle their tasks efficiently and accurately.
User-friendly interface
With simple navigation and accessibility features, Agentforce empowers your organization to craft custom agents that meet your specific needs. With this low-code platform, you simply need to type a natural-language description of the tasks you want the agent to accomplish. Agent Builder will auto-generate a prototype for you, which you can further customize with natural language instructions.
Benefits of using Agentforce AI agents
Agentforce agents work autonomously to make decisions and execute workflows, enabling your team to focus more on what matters most—business growth and customer satisfaction. As your workforce partners with AI agents, you can enhance efficiency, improve experiences, and scale your operations to meet growing demands.
Enhanced sales efficiency
Agents collaborate with employees inside their existing business apps to improve efficiency, automate sales processes and streamline workflows. They can engage with prospects on behalf of team members to answer questions and book meetings, grounding every action in business data.
Agents can also evaluate data in real time to enable better decision-making that enhances sales and growth.
Improved customer experience
AI agents respond quickly and accurately to customer inquiries 24/7. They look beyond keywords and understand the context of customer conversations, delivering more specific and helpful guidance that enhances the customer experience.
Your organization can also create agents capable of providing personalized interactions. If you have a commerce site, you can engage your shoppers with a personalized assistant that can recommend products that match customer needs.
Expanded scalability for growth
Agentforce is suitable for businesses of all sizes. It supports your organization’s growth with reliable tools that adapt to your evolving needs. When you use AI agents, you can scale your operations without significantly increasing your workforce. The agents can handle demand fluctuations seamlessly, allowing you to focus on expansion.
The role of customer relationship management data
Agentforce is grounded in your business data. It pulls from various internal and external sources, including your customer relationship management data (CRM), to make decisions and respond to inquiries based on the latest insights. Clean, accurate CRM data is critical to ensuring your AI agents are operating effectively.
Validity® DemandTools® is a leading tool for cleaning your Salesforce data quickly, accurately, and efficiently. You can manage all aspects of your data to ensure its quality, leading to significant time savings. Trust your CRM data and the AI agents working off your CRM insights with help from DemandTools.
Frequently Asked Questions
Learn more about Agentforce and how your organization can use it to drive growth with the following commonly asked questions.
How much does Agentforce Cost?
Agentforce pricing starts at $2 per conversation, though discounts are available based on usage. Salesforce Foundations provides a free tier of every Salesforce cloud your organization does not currently have access to, so Agentforce is free to try before buying for existing Salesforce customers.
What is the difference between Agentforce and Einstein Copilot?
Agentforce is a natural evolution of Einstein Copilot, bringing several significant improvements to the platform.
Einstein Copilot primarily assisted users, whereas Agentforce uses advanced AI and NLP to act autonomously, handle complex problems and respond accurately and conversationally to inquiries. It is more intuitive and scalable than Einstein Copilot, and it offers more low-code customization options.
Maximize your Agentforce capabilities with DemandTools
Agentforce can streamline workflows, enhance operational capabilities, and promote customer satisfaction, especially when you use DemandTools to ensure your data is clean.
Schedule a demo to see how DemandTools can help you maintain data quality and unlock the full potential of Agentforce.
