What is Agentforce?
Replacing Salesforce's Einstein Bots and Copilot is Agentforce, a solution that provides intelligent bots created and customized via a low code builder. Agentforce agents operate autonomously by retrieving the right data on demand, building action plans for any task, and executing these plans without needing human intervention. Using real-time data to adapt to changing conditions, they operate independently within the organization’s specific guardrails to ensure every customer interaction is accurate.
In the Agent Builder, the user can customize an out of the box agent to any industry and any use case. Jobs to be done by an agent are done by defining topics, which include natural-language instructions and additional guardrails. Connecting a library of of actions the agent can take from business logic already built in Salesforce can be done through Flows, Apex, MuleSoft APIs, and Prompt templates.
Ultimately, users can simply type a natural-language description of the job, and the Agent Builder will use an understanding of the business, powered by the metadata inside Salesforce, to auto-generate a first prototype.
Agentforce can be embedded across web and mobile chat, email, SMS, and Slack to meet customers wherever they are. Agents can reply natively, and also handoff to human employees across any channel.
Agents can also take advantage of prebuilt Flows to automate business processes. Agents can be configured to run Flows and use their output to help respond to the intial prompt. Agents can also be embedded within a Flow to help automate even more work.
In the Agent Builder, the user can customize an out of the box agent to any industry and any use case. Jobs to be done by an agent are done by defining topics, which include natural-language instructions and additional guardrails. Connecting a library of of actions the agent can take from business logic already built in Salesforce can be done through Flows, Apex, MuleSoft APIs, and Prompt templates.
Ultimately, users can simply type a natural-language description of the job, and the Agent Builder will use an understanding of the business, powered by the metadata inside Salesforce, to auto-generate a first prototype.
Agentforce is natively integrated with Salesforce Customer 360. From Sales and Service to Commerce and Marketing, agents can use complete customer context from CRM applications and take action directly within the flow of work for employees. For example, an agent can use engagement data to identify an opportunity to upsell and generate a personalized email to a prospect.
Agentforce can be embedded across web and mobile chat, email, SMS, and Slack to meet customers wherever they are. Agents can reply natively, and also handoff to human employees across any channel.
Agents can also take advantage of prebuilt Flows to automate business processes. Agents can be configured to run Flows and use their output to help respond to the intial prompt. Agents can also be embedded within a Flow to help automate even more work.
Agentforce is also a complete, extensible, and open platform, and can be used to build and deploy digital labor for customers and employees leveraging the existing workflows, data, and integrations that power the business. Agentforce can take action across every channel and be integrated into any system, so as to add agentic automation across an entire business.
The Atlas Reasoning Engine is how Agentforce understands, decides, and acts autonomously to provide trusted, accurate answers for every request. It starts by understanding the user intent and scope of the problem, deciding what data is needed and what actions are required, and then autonomously executes those actions to complete the task. The Atlas Reasoning Engine was incubated at Salesforce AI Research, and it is this technology which orchestrates actions autonomously to bring Salesforce's enterprise-grade agentic solution to companies.
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Technical Details
| Deployment Types | SaaS |
|---|---|
| Mobile Application | No |
FAQs
What is Agentforce?
Agentforce is a solution that provides intelligent bots created and customized via a low code builder. Agentforce agents operate autonomously by retrieving data on demand, building action plans for any task, and executing these plans without human intervention.