Salesforce Agentforce is the biggest example of technologies advancing day by day. Previous technologies are being improved or some new innovations are coming into the existing ones. The greatest difficulty businesses face is adopting the right technology that is integrated with the current ecosystem and has the potential to scale. Salesforce solves all these problems with all the innovations in the Salesforce platform. The low-code agent is built into the platform allowing it to have access to all the apps and data needed to work independently. Businesses are lucky to create their AI agent according to their needs in the Salesforce Agentforce platform.
This blog covers the following about Agentforce:
- What is AI Agentforce?
- Basic Understanding of How Salesforce Agentforce Works
- What Functions does the Salesforce New AI Product Agentforce Offer?
- Einstein Bots vs. AI Agents
- Layers in the Salesforce Agentforce Platform
- Pre-Built Agentforce Agents
- Data Cloud + Agentforce + Customer 360
- Applications of Agentforce
Empower your employees and reinvent workflows with the latest Salesforce technologies. Consult with Plumlogix for the best solution fitting your requirements.
What is Salesforce AI Agentforce?
The next breakthrough in the AI world is the revolution of Salesforce Agentforce. They are an advanced form of a bot with generative abilities, as a result, called AI Agents. The AI Agent can operate autonomously 24/7 on various complex tasks to support the workforce, enhance productivity, and increase customer satisfaction. These low-code agents can be built and deployed for various use cases in the sales, marketing, service, and eCommerce domains.
Basic Understanding of How Salesforce Agentforce Works
The following is the basic knowledge to help you understand how the Agentforce works:
- Role: The roles define the reason for building the agent. Having a clear vision for the purpose of the agent helps to deploy it where it is needed to support mundane and repetitive tasks.
- Data: Information is the content the agent works with. It can consist of structured data and unstructured data from internal clouds and external sources from the Salesforce platform.
- Guardrail: They are the limits set for the agent to define what it can and cannot do. Instruction in the natural language and built-in Einstein Trust Layer help to maintain trust and security.
- Action: The activities the agent can perform in the role when it gets triggered or instructed. These predefined actions can be workflows, Apex classes, and prompts.
- Channel: The apps through which the customer and employee interact with the AI Agent. The major native applications include mobile channels, Slack, WhatsApp, Apple Messenger, voice, and email.
What functions does the Salesforce New AI product Agentforce offer?
With its advanced functionality, Salesforce Agentforce, for an action has the ability to devise a plan based on available data and logic. Moreover, it can execute on its own with no human intervention with high accuracy and success.
AI’s third wave of Agentforce is said to streamline operations by leveraging its ability to work independently to provide a great service. An agent can be easily created in natural language processing in the Salesforce Agentforce platform. The Salesforce new AI product empowers you in many ways:
- An efficient autonomous assistant operating 24/7
- Enhance your customer experience with the right suggestions and high-quality service
- The high operational accuracy and automation of repetitive tasks help to reduce costs
- Easily scale the agent’s operations by adding new actions to the roles
- The low-code model allows to create AI agents for different roles in the platform
- The employees do not require much technical knowledge to create their AI agent
- Agentforce platform in the Salesforce ecosystem allows easy connection and integration
Layers in the Salesforce Agentforce platform
The four layers of the Agentforce ecosystem in the Salesforce platform are:
- The trust layer ensures the data used on the platform is secure
- Data Cloud is the center hub where data is collected from internal and external integrations
- Customer 360 has access to all customer touchpoints
- Agentforce is connected to all layers to make AI agents possible
Einstein Bots vs. AI Agents
Salesforce Agentforce is so different from the previous bots, take a look at the following points:
| Features | Einstein bots | Agentforce (AI agent) |
| Autonomous Working | Works on pre-scripted conversations and requires human involvement in complicated tasks | Works autonomously in conversation and flow with independent decision-making |
| Management of Data | Limited data access and integrations | Ability to access and utilize current data from various integrations |
| Complexity of Task | Can handle simple and repetitive tasks | Ability to manage various tasks involving many steps and can think independently |
| Customization | Limited customization in bot building interface | High customization due to the low-code model in the Agentforce platform |
| Potential to Learn | Little ability to learn so required to be updated manually | Can learn from interactions, data, and outcomes vis-a-vis constantly improving performance |
| Ability to Scale | Capable of being scaled to manage various basic dialogues | High capacity for being scaled to manage many complex conversations and tasks together |
Your success story begins here! Integrate the latest Salesforce innovation with our professional integration services.
Use Cases of Agentforce
The image below shows the Salesforce Agentforce platform and the types of agents you can build:
Pre-Built Agentforce Agents
The Agentforce has pre-built agents for various use cases for your operations including:
- Sales Development Representative Agent engages the prospect in the sales pipeline and responds to product questions.
- Sales Coach for tailored rep guidance and sharing real-time insights during calls.
- Service Agents for constant 24/7 customer support across channels in natural language.
- Personal Shopper Agent serves customers with a personalized service for product suggestions.
- Campaign Agents can create personalized and targeted campaigns for better marketing.
Data Cloud+ Agentforce + Customer 360
Agentforce knows your business well as it is built into the platform. With integration to access all the data through the data cloud and an understanding of the workflows, agents operate within the boundaries of the security model assigned for each role or action. Further, it has defined access to the different touchpoints in Customer 360. The agent in its role plans the possible outcomes for an activity and with reasoning takes immediate action with its own judgment. There is no need for human intervention. The best thing about it is its ability to scale to more tasks and roles easily and give the agent more complex tasks.
Applications of Agentforce
Let us take the example of Agentforce for marketing, the Campaign Agent. You have recently integrated a Campaign agent. The first step was assigning the various topics to the agent on which you wanted it to operate. The campaign design will have different actions you want it to do. There could be a flow designed to first track previous campaign data. Then highlight the areas of potential customers and select a segment. Further, select a niche to target specific customers. Utilizing all the available data, the agent created a flow for the customer journey. Lastly, you can include actions to get approval before running the campaign to stay up to date.
Conclusion
Salesforce is constantly innovating to bring the best to the table that helps with your problems. Now, it is time to shine with AI solutions. Businesses are doing more with the help of the right AI integration. It’s your business time to shine by streamlining your workflows and automating routine tasks. Build your own AI agent in the Salesforce Agentforce platform and explore endless possibilities.
