What Is Agentforce in Salesforce? An Overview by Our Salesforce Expert

Agentforce is surely one of Salesforce’s major announcements this year. Adding to its AI cluster, Agentforce is Salesforce’s foray into “AI agents,” which marks a significant departure from the company’s AI topography. 

“Whatever Salesforce’s marketing strategy for this year’s announcement is,” argues Ben McCarthy, founder of Salesforce Ben, “an agent-based strategy certainly feels more like the revolution we have all been promised.” 

But what is Agentforce anyway? What are its benefits? How do you create an Agent, and how does that help you? That’s what we’ll be talking about. 

We are certified Salesforce experts with over 10 years of SFMC experience and more than 800 SFMC clients. In this blog post, our Salesforce expert will lead you through the ins and outs of Salesforce’s latest tool. Let’s get started in the following order:  

• What is Agentforce in Salesforce?
• Purpose of Agentforce
• Key features of Agentforce
• Unified Customer View
• Collaboration & communication tools
• Benefits of Agentforce
• Creating an Agent

What is Agentforce in Salesforce?

Agentforce is a collection of sales productivity tools integrated within Salesforce, designed specifically to empower sales agents. It streamlines the process of managing leads, opportunities, and accounts by leveraging automation, data insights, and collaboration tools. The goal of Agentforce is to help sales teams close deals faster, foster better customer relationships, and increase overall efficiency.

Like we pointed out in the beginning, Agentforce is Salesforce’s foray into “agent-based strategy.” Therefore, understanding how AI agents work is key. Learn what AI Agents are in this useful overview by Amazon Web Services. 

Purpose of Agentforce

The main purpose of Agentforce is to create a centralized platform where sales/marketing/service agents can efficiently track customer interactions, manage their sales pipelines, and collaborate with other teams. By having all these capabilities in one place, agents can make data-driven decisions and focus more on building relationships than administrative tasks.

Key Features of Agentforce

The following are some of the key features of Agentforce:

• Lead Management: Agentforce provides powerful lead management capabilities. It allows sales agents to capture leads from various sources, score them based on their potential, and nurture them with personalized communications. Leads can be automatically assigned to agents based on predefined rules, ensuring the right agent handles the lead.
  
• Task Automation: Salesforce workflows can automate routine tasks such as follow-up emails, scheduling calls, and updating records. This reduces the time spent on administrative duties and ensures that no tasks slip through the cracks, helping agents focus on higher-priority actions.
  
• Opportunity Management: Agentforce allows agents to track opportunities at every stage of the sales funnel. Agents can manage the entire lifecycle of a deal, from initial contact to closing, ensuring they have full visibility into the status of each opportunity. This improves forecasting and allows agents to prioritize their pipeline more effectively.
  
• AI-powered Insights with Einstein: Salesforce’s AI tool, Einstein, provides predictive analytics to help sales agents prioritize leads and opportunities. Einstein analyzes historical data and customer behavior to suggest which leads are more likely to convert, helping agents focus on high-value prospects.

Unified Customer View

With Agentforce, sales agents have a unified view of every customer interaction and history, whether it’s sales, service, or marketing-related. This 360-degree view helps agents deliver personalized service and tailor their sales pitches based on the customer’s needs and preferences. It also helps ensure that all customer-facing functions are aligned, leading to a better customer experience.

Collaboration & Communication Tools

In terms of collaboration and communication, Agentforce is equipped with two key integrations: 

1. Chatter Integration: Chatter, Salesforce’s internal collaboration tool, allows agents to collaborate with team members in real-time. Agents can share updates, seek advice, and discuss strategies directly within the Salesforce platform, making communication seamless and faster.
   
2. Cross-Department Integration: Agentforce integrates with Salesforce Service Cloud and Marketing Cloud, enabling a more collaborative approach between different departments. Sales teams can work closely with service and marketing teams to ensure a cohesive customer journey, improving the chances of successful cross-sell and upsell opportunities.

Benefits of Agentforce

The main benefits of Agentforce include: 

• Increased Productivity: By automating routine tasks and providing actionable insights, Agentforce helps sales agents spend more time on selling and less time on administrative work. This increased productivity leads to higher revenue potential for the business.
  
• Better Customer Relationships: With a 360-degree view of the customer and the ability to deliver personalized experiences, sales agents can build stronger, more meaningful relationships with clients. This, in turn, improves customer satisfaction and loyalty.
  
• Sales Acceleration: The tools in Agentforce, such as lead scoring, predictive analytics, and opportunity tracking, help agents close deals faster. This shortens the sales cycle and increases overall sales velocity.

Creating an Agent 

We can create our own agents with specific sets of instructions and topics, and assign them the actions to get the desired results.

We can enter our prompts into the chat box like below and Agent will produce the output in interactive UI.

We can further deepdive into the backend part from which Agent produces the output and optimize it, if needed.

Agentforce Agents understand the context of the conversation. For example, they can figure out who the customer is. (By asking them just to give an overview of the contact, the Agent produces full details of Sofia for which the high priority case is open.)

We can also create custom Agent actions as per the requirements, so when the user enters the prompt, it will produce the desired output. 

Wrapping up!

Agentforce in Salesforce is a powerful toolset for sales agents. It offers a blend of automation, analytics, and collaboration features to enhance productivity and improve sales outcomes. Whether automating routine tasks, providing a comprehensive view of the customer, or enabling better cross-department collaboration, Agentforce helps businesses streamline their sales processes, driving better results and improved customer experiences.

Learn more about how Salesforce is leveraging AI to help businesses in our post on Einstein Generative AI and Typeface AI.