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Salesforce Introduces Agentforce Testing Centre.

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AGENTFORCE

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Humans with agents drive customer success together. Build and customise
autonomous AI agents to support your employees and customers 24/7.

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What Is Agentforce?

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Preview: How Does Agentforce Work?

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Preview: How to Create a Customised Agent

What Is Agentforce?

Preview: How Does Agentforce Work?

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Preview: How to Create a Customised Agent




THESE COMPANIES ARE SEEING VALUE FROM THEIR AGENTFORCE


WILEY SEES 213% RETURN ON INVESTMENT WITH SALESFORCE.

Learn how the publisher implemented Agentforce to cut costs and boost
productivity.
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OPENTABLE BOOSTS CUSTOMER SERVICE WITH AGENTFORCE.

See how the company boosts productivity for service reps with AI agents and
Service Cloud.
Learn more


SAKS ELEVATES LUXURY SHOPPING WITH UNIFIED DATA AND AI SERVICE AGENTS.

See how Agentforce will boost service agent productivity to deliver luxury
shopping experiences.
Learn more


AGENTFORCE WILL TRANSFORM EZCATER’S CUSTOMER EXPERIENCE.

Discover how Agentforce will automate customer service to simplify ordering food
for the workplace.
Learn more


WHAT IS AN AGENTFORCE AGENT?

An Agentforce agent is a proactive, autonomous application that provides
specialised, always-on support to employees or customers. They're equipped with
the necessary business knowledge to execute tasks according to their specific
role.


ROLE

An agent’s purpose on your team




TRUSTED DATA

The context an agent needs to work




ACTIONS

The goals an agent can fulfill




GUARDRAILS

The guidelines an agent can operate under




CHANNELS

Web, mobile, WhatsApp, Slack

What is an agent’s role?

The role is the agent's purpose. It defines the job to be done and the broader
goals the agent should achieve on your team.

What is an agent’s trusted data?

Trusted data is the information the agent needs to carry out its role. This
could include company knowledge articles, CRM data, external data via Data
Cloud, public websites and so on.

What are an agent’s actions?

Actions are the predefined tasks an agent can execute to do its job based on a
trigger or instruction. For example, it could run a flow, prompt template or
Apex.

What are an agent’s guardrails?

Guardrails define what the agent can and cannot do. These can be
natural-language instructions to escalate to a human or could come from built-in
security features in the Einstein Trust Layer.

What are an agent’s channels?

Channels are the applications where agents can do work. This can be your
website, CRM, mobile app, Slack and more.




DISCOVER PRE-BUILT AGENTFORCE AGENTS FOR YOUR BUSINESS NEEDS

Service


RESOLVE CUSTOMER ENQUIRIES 24/7

Agentforce Service agents engage customers autonomously across channels 24/7 in
natural language. They resolve cases swiftly and accurately because every answer
is grounded in trusted data. Set your Service agent up in minutes using prebuilt
templates or customise fast with low-code. Define clear security guardrails and
when to seamlessly escalate to human employees.


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Sales Development Representative (SDR)


ENGAGE WITH PROSPECTS 24/7

Agentforce SDRs autonomously answer product questions, handle objects and book
meetings for sales reps. They act and respond accurately, with responses
grounded in your business data. You decide how often, which channels and when
your agent will engage before briefing sellers for handoff. It can meet leads on
their preferred channels, like SMS or WhatsApp, in any language.


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Sales Coach


PROVIDE PERSONALISED SALES ROLE-PLAYS

With a Sales Coach agent, you can practise pitching, handling objections and
negotiation with realistic role-plays tailored to each deal. Get consistent
feedback on seller strengths, areas for improvement and actionable steps to
advance deals, all grounded in CRM data. Then, easily assess ROI by analysing
win/loss rates of deals, with or without coaching.


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Personal Shopper


OFFER PERSONALISED PRODUCT RECOMMENDATIONS

Engage shoppers with a personal assistant. Power personalised conversations
directly on your commerce site or in a preferred messaging app, like WhatsApp.
Help shoppers find products and make purchases faster by guiding search queries
and personalising product recommendations.


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Campaign


CREATE AND OPTIMISE CAMPAIGNS END-TO-END

Build better campaigns faster. With Agentforce Campaigns, marketers can save
time with a trusted agent to help generate a campaign brief, target audience
segment, content and even build a customer journey in Flow. And because an agent
never sleeps, it will continually analyse performance against KPIs and
proactively recommend improvements.


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WHICH AGENT WILL YOU BUILD?

Scale your workforce. Handle any business use case. With Agentforce, you can
quickly configure any agent from scratch with existing Salesforce tools like
prompts, flows, Apex and APIs.


HEALTHCARE AGENT

Autonomously engages with patients, providers and payers to resolve enquiries,
provide summaries, and take action across multiple channels.


BANKING AGENT

Autonomously analyses data, proactively manages client requests and provides
personalised service across retail, commercial and investment banking.


RETAIL AGENT

Autonomously share campaign insights, proactively manage customer outreach and
resolve cases for fashion, grocery and convenience retailers.


OPERATIONS AGENT

Autonomously helps Operations teams manage plan creation, resourcing needs and
track progress across teams.


CX AGENT

Autonomously analyse customer surveys and reviews, proactively suggest customer
retention improvements and manage omni-channel experiences.


ANALYTICS AGENT

Autonomously share data insights, conduct visualisations and suggest data-driven
actions to take.


IT AGENT

Autonomously monitor security threat detection, share network insights and
resolve customer and employee help desk support cases.


FINANCE AGENT

Autonomously share insights on financial reporting and risk assessments, act on
fraud detection, and resolve compliance-related queries.


CUSTOMISE YOUR AGENTS ON THE SALESFORCE PLATFORM

Tailor pre-built agents to do whatever your business calls for with low-code.
Here's how.

Learn more


AGENT BUILDER

Agent Builder is the low-code builder for Agentforce. Users can tap into
existing tools like Flows, prompt templates, Apex and APIs to configure their
agent. Set-up is simple: Create a job to be done by the agent by defining
topics, giving natural language instructions for that topic and creating a
library of actions for it to choose from. Easily monitor an agent’s plan of
action and test its responses right in Agent Builder.




ATLAS REASONING ENGINE

The Atlas Reasoning Engine is the brain of Agentforce agents. Users can equip
agents to respond naturally and adapt to situations so they're faster, more
multi-turn and more capable. Increase their accuracy with topics, which classify
requests into a specific category with a defined scope and rules, including
which actions an agent can and cannot take.




TRUST & GUARDRAILS

With Agentforce, teams can use natural language topics and instructions to
create guardrails for an agent, including when to escalate or hand off a task to
a human. The Einstein Trust Layer enables Agentforce to use any LLM safely by
ensuring that no Salesforce data is viewed or retained by 3rd-party model
providers.








ONLY AGENTFORCE BRINGS TOGETHER HUMANS + AI + DATA + ACTIONS


HUMANS + AI

The most effective use of AI agents is as partners to humans in the customer
experience. Assistive agents can help employees in the flow of work by taking on
time-consuming jobs so people can focus on high value tasks. Autonomous agents
perform certain tasks proactively and escalate to humans when necessary. For
example: Agents can provide every new AE their own, personal sales coach that
gives them feedback, offers guidance and helps them be their best on the job.




DATA

Agents need the right data to work. With Data Cloud, you can create the most
intelligent agents possible, because they have access to the right data for any
employee or customer experience. Use any data in your organisation with
Agentforce, across all systems and sources. It’s scalable, secure and
enterprise-grade thanks to Data Cloud. Without sacrificing security, your agents
can be dynamic and knowledgeable about your business process and customers — and
act accordingly.




ACTIONS

An AI agent that can’t take meaningful action is just another bot. Agentforce
agents take action across any system so you can complete work faster. They
connect data to action by exposing metadata about defined workflows and AI
automations. This is what makes them capable of high-value tasks. These may be
actions taken on the employee's behalf. For example, these AI agents can help a
sales rep draught an email to a customer, create a close plan and kick off a 1:1
nurture cadence for the customer that includes all their upcoming marketing
activities.








CONNECT WITH PARTNERS TO DEPLOY AGENTFORCE FOR YOUR BUSINESS.

Certified partner experts are ready to help you create a strategy, connect data,
and customise and implement Agents tailored to your business needs.

Get started





AGENTFORCE TESTING CENTRE

Testing autonomous AI agents requires an approach that works for
non-deterministic systems. With Testing Centre, teams can use AI to generate
hundreds of synthetic interactions, then run those tests automatically in
parallel to see what topics and actions Agentforce chooses. From here, teams can
iterate by adjusting instructions as needed — saving time that would have been
lost on manually testing many different variations of a conversation.


CALCULATE YOUR ROI WITH AGENTFORCE.

Find out how much time and money you can save with a team of AI-powered agents
working side by side with your employees and workforce. Just answer four simple
questions to see what's possible with Agentforce.

Calculate your ROI


JOIN THE AGENTBLAZER COMMUNITY.

Connect with Agentblazers from around the world to skill up on AI, discover use
cases, hear from product experts and more. Grow your AI expertise — and your
career.

Join today Learn more


LEARN NEW SKILLS WITH FREE, GUIDED LEARNING ON TRAILHEAD.


Build your first agent




READY TO TAKE THE NEXT STEP WITH AGENTFORCE?


BUILD AGENTS FAST.

Take a closer look at how agent building works in our library.

Watch demos


GET EXPERT SUPPORT.

Work with Professional Services experts to quickly build agents and see value.

Explore Professional Services


TALK TO A REP.

Tell us about your business needs and we’ll help you to find answers.

Contact us




AGENTFORCE FREQUENTLY ASKED QUESTIONS


WHAT IS AN AI AGENT?

AI Agents are autonomous, proactive applications designed to execute specialised
tasks to help employees and customers. Agents use large language models (LLMs)
to analyse and understand the full context of customer interactions or an
automated trigger, then reason through decisions on the next steps autonomously.

These agents generate responses that are consistent with your company’s brand
voice and guidelines using trusted business data, including Salesforce CRM data,
external data from Data Cloud and more. These agents are capable of operating
24/7 across various platforms like self-service portals and messaging channels,
handling tasks proactively within set guardrails. When faced with complex issues
beyond their scope, they can escalate the matter to human agents, ensuring that
queries are resolved efficiently and accurately.


HOW DO YOU BUILD AI AGENTS?

Businesses can build agents with Agent Builder using existing Salesforce
Platform tools to create standard and customised topics and actions. You can use
prompts grounded in trusted enterprise data. You can use Flows to create
automations across any system. You can use MuleSoft API connectors to connect
Agents to any system. And last, you can use your Apex & Javascript to create the
customised code and business logic for your Agent.


WHAT TYPES OF AI AGENTS ARE THERE?

Businesses can create an agent for any role, any industry and to solve any use
case. With Agentforce, it's ready to spin up out-of-the-box agents across
service, sales, marketing, commerce and more.

 * Service Agent replaces traditional chatbots with AI that can handle a wide
   range of service issues without preprogrammed scenarios, improving customer
   service efficiency.
 * Sales Development Representative (SDR) engages with prospects 24/7, answering
   questions, managing objections and scheduling meetings based on CRM and
   external data, allowing your sellers to focus on building deeper customer
   relationships.
 * Sales Coach provides personalised role-play sessions for your sales team,
   using Salesforce data and generative AI to help sellers practice pitches and
   objections tailored to specific deals.
 * Merchandiser assists your ecommerce merchandisers with site set-up, goal
   setting, personalised promotions, product descriptions and data-driven
   insights, simplifying daily tasks.
 * Buyer Agent enhances the B2B buying experience, helping your buyers find
   products, make purchases and track orders via chat or within sales portals.
   Personal Shopper acts as a digital concierge on your ecommerce sites or
   messaging apps, offering personalised product recommendations and assisting
   with search queries.
 * Campaign Optimizer automates the full campaign lifecycle, using AI to
   analyse, generate, personalise and optimise marketing campaigns based on
   business goals.
 * Agentforce (formerly Einstein Copilot) supports employees in the flow of
   their work with specific tasks by searching for data, creating action plans
   and executing them to increase workplace efficiency.


HOW DOES EINSTEIN WORK?

Einstein is natively embedded into the Salesforce Platform and leverages data
from CRM and external applications to provide insights, predictions and
generated content directly in the flow of work.


WHAT IS AN AI AGENT BUILDER?

An ai agent builder is a platform for building and customising AI agents. With
Agentforce, our low-code Agent Builder that makes it easy to customise
out-of-the-box agents or build new agents for any role, any industry or any use
case using existing tools like Flows, Prompts, Apex and MuleSoft APIs to
configure their agents. Using Agent Builder, businesses can create a job to be
done for their agent by defining topics, writing natural language instructions
within that topic and creating a library of actions for it to choose from. Users
can also easily observe an agent’s plan of action and test their responses in
Agent Builder.






QUESTIONS?

No problem, we can help. Just start a chat with one of our sales agents, or call
us at 1800-420-7332.

Let's Chat No Thanks
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