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Agentforce

Salesforce agents

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Build AI agents to support employees and customers 24/7.

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Overview

Agentforce is a sophisticated AI application designed to allow the creation and customization of autonomous AI agents to offer round-the-clock assistance to employees and customers.

It fully integrates with the Salesforce ecosystem, providing organizations with a dynamic labor platform for business processes. With Agentforce, businesses can embed agentic AI into applications, workflows, or processes, enabling dynamic reasoning, decision making, and action orchestration.

It also offers API, Flow, MuleSoft and native integrations with services such as Slack, Salesforce Lightning, and Salesforce Mobile. Agentforce's comprehensive functionality includes low-code and pro-code developer tools for building, testing, and supervising the AI agent configurations, with features to run evaluations at scale and understand the AI's interaction performance in real scenarios.Additionally, Agentforce includes a marketplace, AgentExchange, that gives access to the wide-ranging network of partner-built Agentforce functionality and innovations.

It offers pre-packaged actions, topics, and templates, and supports integration of partner business applications into Agentforce configurations.The AI solution is designed to be proactive and autonomous, providing specialized, continuous support tailored to the needs of employees or customers.

Its functionality covers various roles, incorporates trusted data for context, enables pre-defined actions based on triggers or instructions, and sets guardrails limiting the agent's operations.

It can perform tasks across different channels like web, mobile, and other productivity applications like Slack or WhatsApp.

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Initial release

September 1, 2024

Initial release of Agentforce.

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Pros and Cons

Pros

Salesforce integration

Dynamic labor platform

Autonomous operations

Predefined actions

Low-code developer tools

Pro-code developer tools

Performance evaluations

AgentExchange marketplace

Task execution across channels

Multi-platform integration

Customizable agents

Real interaction performance metrics

Integration of partner applications

Specialized support

Task execution guardrails

Flow Integration

MuleSoft Integration

Slack Integration

Agentforce Developer Tools

Slack HUB for Agentforce

Atlas Reasoning Engine

Trusted Data Harnessing

Action Orchestration

24/7 employee assistance

24/7 customer support

Workflow Automation

Real-world testing capabilities

Task automation

Advanced decision making

Dynamic reasoning

Integration of business applications

Continuous support

Task execution guardrails

WhatsApp integration

Agentforce Testing Center

AgentBlazer Community

Complementary ROI calculator

Guardrail Defining

AgentExchange templates

Guided Learning on Trailhead

Integration with Salesforce Mobile

Salesforce Lightning Integration

Smoother task handoff

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Cons

Dependent on Salesforce ecosystem

Potentially complex to configure

Dependent on AgentExchange marketplace

Lack of platform interoperability

May require pro-code development

Reliant on multiple integrations

Limited to predefined actions

Guardrails may limit flexibility

Not suitable for non-tech users

Public Slack data usage

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Q&A

What functionalities does Agentforce offer?

Agentforce offers the functionality of creating and customizing autonomous AI agents to assist employees and customers continuously. It integrates with the Salesforce ecosystem for the seamless operation of business processes. The AI solution allows embedding of AI into applications, workflows, or processes, thereby providing dynamic reasoning, decision making, and action orchestration. The platform comes equipped with low-code and pro-code developer tools to build, test, and supervise AI agents. Agentforce includes a marketplace, AgentExchange, that provides access to a wide range of partner-built functionalities and innovations. Pre-packaged actions, topics, and templates are on offer, along with the capability to integrate partner business applications into Agentforce configurations.

How does Agentforce integrate with the Salesforce ecosystem?

Agentforce offers extensive integration capabilities with the Salesforce ecosystem. This includes native integrations with Salesforce Lightning and Salesforce Mobile. The platform allows organizations to become a dynamic labor platform rooting for Salesforce for their business processes. Data from Salesforce can provide the necessary context for Agentforce agents to work, enabling better decision making and task execution.

How can Agentforce be customized for business processes?

Agentforce allows businesses to customize AI agents for their unique business processes. These AI agents can be embedded into applications, workflows, or processes, granting them the ability to carry out dynamic reasoning, decision making, and action orchestration. With the included low-code and pro-code developer tools, businesses can build, test, and supervise these AI agent configurations to meet their specific needs.

Can Agentforce embed AI into applications, workflows, or processes?

Yes, Agentforce allows businesses to embed AI into applications, workflows, or processes. This allows these AI agents to perform dynamic reasoning, decision-making, and action orchestration, serving to enhance their effectiveness in assisting employees and customers in various contexts.

What developer tools does Agentforce provide for building and testing AI agents?

Agentforce provides extensive developer tools that accommodate both low-code and pro-code development approaches. These tools allow developers to build, test, and supervise the AI agent configurations. Features are available to conduct evaluations at scale and understand the AI's interaction performance in real scenarios. It also allows pro-code developers to build and test agents directly from the Command Line Interface (CLI) using Application Programming Interfaces (APIs).

What is AgentExchange and what role does it play in Agentforce?

AgentExchange is essentially a marketplace included in the Agentforce platform. It provides access to a wide-ranging network of partner-built Agentforce functionality and innovations. Customers can easily discover and enable pre-packaged Agentforce actions, topics, and templates available on AgentExchange. It also supports the integration of partner business applications into Agentforce configurations, thereby enhancing the scope of functionality that Agentforce can offer.

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How does Agentforce provide continuous support for employees and customers?

Agentforce provides continuous support to employees and customers through its proactive and autonomous AI agents. These agents offer specialized, always-on support tailored to the specific needs of users. The AI agents leverage trusted data to perform tasks according to their particular roles, following predefined actions based on triggers or instructions. They can operate across different channels and applications, ensuring uninterrupted assistance regardless of the user's platform of choice.

What roles can Agentforce perform and how is this configured?

Agentforce can be equipped with necessary business knowledge to perform tasks according to its specific role, which can be tailored according to need. Agentforce's functionality covers various roles, including customer service, sales development, sales coaching, personal shopping, campaigning, and others like healthcare, banking, retail, operations, analytics, IT, and finance based on the configured tasks.

How does Agentforce incorporate trusted data for context?

Trusted data in Agentforce refers to the information the agent needs to carry out its role. This data, which can include company knowledge articles, CRM data, external data via Data Cloud, and public websites, provides the necessary context for the agent's working and decision-making processes. By incorporating trusted data, Agentforce agents can operate more effectively and deliver higher quality results.

How are actions predefined in Agentforce?

Agentforce enables defined actions based on triggers or instructions. These actions are the predefined tasks an agent can execute to do its job, like running a flow, prompting a template, or executing Apex. These steps allow Agentforce to swiftly and accurately resolve cases or inquiries and make personal recommendations.

What restrictions can be set on Agentforce's operations?

Guardrails in Agentforce define what the agent can and cannot do. They can range from natural language instructions to escalate to a human to formal constraints arising from built-in security features in the Einstein Trust Layer. These guardrails ensure that the operations of the agents are reliably within permitted limits.

What platforms and applications can Agentforce work on?

Agentforce is versatile when it comes to the platforms and applications it can work on. It is effective across different channels like web, mobile, and productivity applications such as Slack and WhatsApp. This wide-ranging compatibility means that Agentforce can provide assistance to employees and customers on virtually any platform they choose to use.

What is the AI performance analysis feature of Agentforce?

Agentforce offers comprehensive functionality to understand AI interaction performance in real scenarios. The platform provides evaluation capabilities to analyze the performance of the AI agents at scale, helping businesses understand how their AI agents are facilitating communication and task execution in real-world contexts.

How does Agentforce integrate with Slack, Salesforce Lightning, and Salesforce Mobile?

Agentforce integrates seamlessly with numerous services and platforms, including Slack, Salesforce Lightning, and Salesforce Mobile. These integrations, achieved via API, Flow, MuleSoft and native methods, enable Agentforce to tap into these services effectively, enhancing the functionality and reach of the AI agents.

Can Agentforce perform tasks across web and mobile applications like Slack or WhatsApp?

Indeed, Agentforce can perform tasks across web and mobile applications. This includes productivity applications such as Slack and WhatsApp which allows Agentforce to offer round-the-clock support to employees and customers, irrespective of the channel or platform they utilize.

Can I build and test Agentforce agent configurations directly from the CLI via API?

Yes, pro-code developers can utilize the provided tools to build and test Agentforce agent configurations directly from the Command Line Interface (CLI) via Application Programming Interfaces (APIs). This offers developers the flexibility to control and test their AI agent configurations effectively, and align it with their particular needs and requirements.

Can I access pre-packaged Agentforce actions, topics and templates from AgentExchange?

Yes, AgentExchange, the trusted Agentforce Marketplace, allows access to pre-packaged Agentforce actions, topics, and templates. The customers can easily discover and enable these resources. The marketplace even allows partners to integrate their business applications into Agentforce configurations, enhancing the diversity and functionality of the platform.

Can I customize an AI agent in Agentforce to support my customers 24/7?

Yes, Agentforce allows you to customize an AI agent to provide continuous support to your customers 24/7. These AI agents can be equipped with necessary business knowledge and predefined actions to swiftly and accurately resolve customer cases autonomously across channels round the clock.

How does Agentforce allow for autonomous operations?

Agentforce is designed to be autonomous in its operations. It provides specialized, always-on support in the form of proactive AI agents. These agents are equipped with predefined actions based on triggers or instructions, and operate within set guardrails limiting their operations. This means they can make decisions and perform tasks independently, only requiring human intervention when expressly necessary.

Can I build my business applications into Agentforce configurations using AgentExchange?

Yes, Agentforce allows partners to integrate their business applications into the Agentforce configurations through AgentExchange. This means businesses can tap into the functionality of their existing applications, enhancing the functionality and diversity of the AI agents they deploy.

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