What Is Agentforce? AI Agents in Salesforce Explained

Salesforce’s Agentforce is revolutionizing operational efficiency with AI-powered agents. Equipped with over 20 pre-built agents and specialized actions, Agentforce empowers teams to delegate business goals to AI, boosting productivity. These ready-made agents can be deployed as-is or customized with unique capabilities, while a network of autonomous partner agents ensures seamless collaboration across systems and channels—both within and beyond Salesforce.

As a relatively new addition to the Salesforce ecosystem, Agentforce is gaining traction, especially among organizations managing large teams of sales agents, customer service representatives, and field service personnel. By integrating AI agents with Salesforce CRM and tools like Data Cloud, Agentforce automates tasks, enhances customer experiences, and drives operational excellence. Organizations can now use powerful tools to achieve better outcomes at lower costs. Autonomous AI agents enable teams to concentrate on strategy and innovation while enhancing user experiences with reliable data.

What is Agentforce? Quick Introduction

Agentforce combines Salesforce capabilities with autonomous AI agents that automate complex tasks in sales, marketing, and service, going beyond traditional chatbots. These intelligent agents analyze data, make decisions, and perform actions, leveraging Salesforce’s generative AI to provide real-time insights and improve customer experiences. Agentforce is a suite of tools for creating and customizing agents designed to enhance team productivity across Customer 360 tasks like pipeline building, case deflection, and sales coaching. With Agent Studio, you can build, manage, deploy, and measure your agents’ effectiveness using various platform elements like prompts, workflows, and Apex.

Agentforce empowers your workforce to immediately elevate frontline service level agreements in customer service, manage high volumes of inquiries, and enable hyper-efficient, low-touch sales processes. For instance, an AI service agent can resolve customer issues with intuitive, conversational responses that surpass the capabilities of traditional chatbots. Similarly, an AI sales development agent can proactively engage customers, answer their questions, and schedule meetings, streamlining the sales journey.

How Does AI-Powered Agents Work?

Imagine a tool that understands a customer’s problem and resolves it independently by utilizing backend systems such as Salesforce’s Data Cloud or MuleSoft APIs. That’s what an AI agent is all about! The AI agent in Agentforce is a smart system designed to grasp client inquiries and provide responses. They rely on machine learning and natural language processing and handle a variety of manual tasks like responding to customer questions, addressing basic inquiries, and managing multiple tasks simultaneously. AI agents mark a significant advancement over conventional chatbots or copilots as they can improve their performance through self-learning. With reduced reliance on human involvement, this will significantly enhance the traditional AI customer experience.

How do they work?

Data Collection and Perception
AI agents gather data from various sources, such as customer interactions, transaction histories, and social media activity. This helps them understand the sources of customer queries. For real-time data integration and processing, Advanced AI agents are essential for loading your database with updated information, enabling you to handle inquiries efficiently.
Decision Making
AI agents process gathered data using machine learning models to identify patterns and provide output for decision-making. By analyzing past interactions and current queries in seconds, they can offer the most suitable response to a customer query, reducing response time and increasing customer satisfaction.
Learning and improving
AI agents are built to learn and improve from every interaction. They constantly update their knowledge and get better with each feedback, improving the quality of future interactions automatically. It keeps them relevant and future-ready for ever-changing customer needs and industry landscape.

What Drives Agentforce?

1. Build and Customize Agents with Agent Builder

Agent Builder empowers you to create and tailor Agents using low-code tools. You can expand your Agent’s capabilities by adding topics, such as “Order Management,” and assigning actions to those topics, like “Generate Return Email.”

With Agent Builder, businesses can:

- Boost productivity: Configure Agents for sales, service, and other teams to efficiently handle tasks with intelligent actions.
- Extend effortlessly: Customize Agents using Salesforce Platform capabilities like Flows, Apex code, prompt templates, and MuleSoft APIs.

2. Optimize AI Prompts with Prompt Builder

Prompt Builder simplifies the creation, management, testing, and fine-tuning of AI prompts. It enables you to dynamically incorporate relevant data into prompts based on the customer’s unique context by retrieving information from CRM and Data Cloud using Flows, Apex, MuleSoft, and more. The built-in Playground allows you to test prompts and their outputs before deploying them to the LLM.

Key features of Prompt Builder include:

- Low-code prompt management: Build, test, and refine prompts within the Agentforce Trust Layer, ensuring sensitive data is masked and minimizing bias or toxicity.
- Dynamic data grounding: Use merge fields and Flow to input CRM data dynamically, including complex logic, to enrich AI prompts.
- Cross-platform actions: Enable prompted actions across the Customer 360 ecosystem for assistive use cases on desktop and mobile.

Prompt Builder process

- Prompt Text: The request sent to the LLM.
- Grounding: Resources integrated into the prompt, such as fields, Flows, and Apex.
- Preview Records: Define records used for grounding data during testing or preview.
- Prompt Preview: Review your prompt request before sending it to the LLM.
- LLM Response Preview: View and refine the output generated by the LLM.

Prompt Builder is the first tool of its kind, enabling low-code prompt management to deliver trusted, context-aware AI actions seamlessly across your workflows.

3. Create and Operationalize AI with Model Builder

Model Builder is an intuitive platform that allows you to design and implement AI within Salesforce. It leverages the capabilities of various AI platforms, providing you with the tools to construct, train, and launch personalized AI models externally utilizing data from Salesforce.

AI-powered Agents to Improve Customer Satisfaction

AI agents are transforming the way businesses operate. By utilizing Agentforce, Data Cloud, and Omni Supervisor, companies can automate routine tasks, deliver personalized customer experiences, and optimize operations at scale. The future of business is undeniably AI-driven, and Salesforce is at the forefront with its suite of tools designed to make AI agents accessible, efficient, and impactful.

Rialtes specializes in AI and analytics solutions in Salesforce, and we have assisted customers in achieving significant productivity gains by using AI-based tools to enhance their business processes. We help you develop, customize, and deploy autonomous AI agents for sales, marketing, service, and e-commerce-related tasks with the Agentforce platform. With Rialtes, enterprises can ensure their Agentforce deployments are driven by reliable, actionable data, maximizing the potential of intelligent automation. Get in touch with us at sales@rialtes.com