Item: Agentforce
Rating: 7
Author: Verified User

Overall Satisfaction with Agentforce

Use Cases and Deployment Scope

Agentforce is trying to increase internal efficiency of our employees. Our employees are typically client facing. Everybody is 100% utilization, but with Agentforce coming in and our SMEs training, the agents are able to take the admin burden off and thus they have a lot of free time to focus on the strategy piece of work. That's where the agent force ecosystem is helping us.

Pros and Cons

Pros

It's very, very easy for even a non technical person to build on. We train our SMEs to build their own agents out, and those SMEs are typically functional in nature. They're not coders so as to say, and they were able to build their own agents out with minimum support from the tech team. The product in itself is very user-friendly, very easy to understand, and very, very easy to implement and that's the beauty of Agentforce.

Cons

This is one thing in specific which my SMEs keep on coming back and telling me as a area of improvement. Agentforce is a little buggy, the product forgets context. So as an SME, I can't afford to forget context of the previous conversation. Typically sometimes there's a lag, which you've seen, it forgets the context and it needs to be reminded in the next conversation, which is happening, whatever we saw in the previous conversation. And then it picks up and then it helps. So if that connection can be better, it'll really help.

Return on Investment

So 20% bandwidth free up for my SMEs is a lot to me because I then deployed them to a lot of client related projects and I get additional revenue out of it. So revenue ROI standpoint, at least a 20% uplift and ROI can be attributed to Salesforce agent Force wherever we implemented it.

Usability

It would be around eight to say the UI is simple, it is like the Salesforce interface, so I don't have to look at what options sits there and what happens. That's something that is easy to understand. From a UI standpoint, it's really good. It functions on the layman day-to-day language, so that's really good. Why I scored a eight and not a nine or a 10 is because the missing off that context when you restart the conversation, that's an area which Salesforce needs to iron out and then maybe a 10 or 10.

Alternatives Considered

We did evaluate the EVA bots, which are coming in market for Salesforce effectiveness. Those bots are good, but they're based out of very traditional use cases in the life sciences space. Agentforce is very, very advanced, right? Eva can talk about a typical sales rep coming in, logging in the day, log their entire day, and then probably having a simple text to reporting kind of a view. And that's it. Agentforce gives me a lot of insights, it gives me a lot of actionable insights. It uses its own brain. That's where Salesforce is an AI company. So we trust the Salesforce banner for it to innovate more and more, more and more. And that's where we chose Agentforce over.

Key Insights

Do you think Agentforce delivers good value for the price?

Yes

Are you happy with Agentforce's feature set?

Yes

Did Agentforce live up to sales and marketing promises?

Yes

Did implementation of Agentforce go as expected?

Yes

Would you buy Agentforce again?

Yes

Other Software Used

Salesforce Data Cloud, Salesforce Health Cloud, Salesforce Marketing Cloud

Likelihood to Recommend

Agentforce has a lot of applications. We are using it in consulting to benchmark other clients, what they're doing, where we stand, how can we have better efficiencies coming in, et cetera. Those are the areas where it is doing exceptionally well. The area where we feel it can do much more better is maybe a market benchmark because it's been used across by so many players and it's a connected ecosystem. If Salesforce can have something where it gives me the market view of things, I can then benchmark rather than in my own universe to the broader university Salesforce and I know where I exactly stand and what more can I achieve, what's my final goalpost. So that would be something really great.

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Agentforce Review