Salesforce Agentforce: A Guide to Transformative AI-Driven Customer Support
An Agentforce agent is a proactive, autonomous application that provides specialized, 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
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.
Trusted Data
The context an agent needs to work
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.
Actions
The goals an agent can fulfill
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.
Gaurdrails
The guidelines an agent can operate under
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.
Channels
Web, Mobile, WhatsApp, Slack
Channels are the applications where agents can do work. This can be your website, CRM, mobile app, Slack, and more.
The information presented in this page is accurate and relevant to the best of our knowledge as of November 2024. However, the field of AI-driven customer service is rapidly evolving. For the most current insights and guidance on Salesforce AgentForce, we encourage you to consult your Salesforce Account Executive or contact our team directly. We appreciate your interest and hope you find this informative.
