What is Salesforce Agentforce?

Salesforce Agentforce is a set of tools to create and customize agents as well as a suite of agents that will enable you to extend your teams to get work done faster. There are agents for many common jobs across the Customer 360, like building pipeline, case deflection, and coaching sales teams.

What is an AI Agent?

An Agentforce Agent is a proactive, autonomous application that provides specialized, always-on support to employees or customers. They’re equipped with the necessary business knowledge to execute tasks according to their specific role. They can all be customized within the Agent Studio. Where you build, manage, deploy, and measure the efficacy of all of the agents you have within your business. Agent Studio has a powerful set of tools that can invoke various platform elements you have already built prompts, workflows, and Apex.

Agents can either be:

1. Autonomous “Complete a job for me”

• Agentforce Sales Development Rep: Increase high quality pipeline with autonomous sales development
• Agentforce Service Agent: Increase case deflection with autonomous service support

2. Assistive “Help me complete a job”

• Agentforce Sales Coach: Onboard and train sales people more effectively with assistive sales coaching
• Agentforce assistant for CRM: Answer questions on the fly in the flow of work in a conversational way. Take action on my behalf across Customer 360

Are there pre-built Agents?

Discover pre-built Agentforce Agents and their benefits for your business needs:

• Service Agent – Resolve customer inquiries 24/7
• Sales Development Representative (SDR) Agent – Engage with prospects 24/7
• Sales Coach – Provide personalized sales role-plays
• Personal Shopper Agent – Offer personalized product recommendations
• Campaign Agent – Create and optimize campaigns end-to-end

Can I build custom Agents?

Yes! Agent Builder allows you to create and customize Agents with low code. You can give your agent new abilities by adding new topics, for example, “Order Management”, and giving those topics actions, for example, “generate return email”.

Get work done faster by configuring Agents for sales, service, and other teams to quickly complete any task in the workflow with intelligent actions.

Extend with clicks by customizing Agents with existing Salesforce Platform capabilities including flows, apex code, prompt templates, and MuleSoft APIs.

Examples of custom agents include:

• Healthcare Agent
• Banking Agent
• Retail Agent
• Operations Agent
• CX Agent
• Analytics Agent
• IT Agent
• Finance Agent

What is Prompt Builder?

Prompt builder lets you create, maintain, test, and tune your prompts. Prompt Builder makes it simple to pull in any relevant data fields into a prompt and adapt that data dynamically based on the customer’s unique context. It does that by retrieving relevant data from your CRM and Data Cloud using Flows, Apex, MuleSoft, and more and then you use the Playground to test the output of that prompt before actually sending it to the LLM.

What is Model Builder?

Model Builder is a user-friendly platform that enables you to create and operationalize AI in Salesforce. The platform uses and amplifies the power of other AI platforms, enabling you to build, train, and deploy custom AI models externally using data in Salesforce.