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Agentforce: Build Powerful AI Agents for Sales & Service

Agentforce is a specialised application that provides ability to build the autonomous AI agents that work alongside human teams for customers and internal processes. In general, Agentforce can enable autonomous Service Agent for Support and Sales Development Rep (SDR) for Sales but can be integrated throughout all Salesforce apps, including Service, Sales, Marketing, Commerce, and Platform, this enhancement elevates Copilot functionality. The term encompasses both platform capabilities and its key elements—Agents.

Important facts why Agentforce is different than traditional chatbots

  • 24/7 availability: Answers questions, deflects cases, and meets service goals on channels at any time of day.
  • Natural conversation: Generates conversational responses that fit the context and match the brand’s voice.
  • Handoffs to humans: AI escalates conversations to live agents who can solve more complex issues, like payment details or complaints.
  • Quick deployment and configuration: Sets up with service-specific templates and existing workflows in minutes. There’s no need to write dialogs, determine intents, maintain conversation trees, or train large language models (LLMs).
  • Grounded in trusted data: AI agents rely on sources such as your knowledge articles, similar cases, and CRM data.

Pricing

As per Salesforce official docs, getting started with Agentforce is free for existing Salesforce customers. Salesforce charges as per conversation.

An Agentforce Service Conversation is when a customer sends at least one message or selects at least one menu option or choice other than the End Chat button within a 24-hour period

Free Version – Salesforce Foundation

Add key features to your existing CRM, available for Enterprise Edition and above.

  • 1K Agentforce conversations and leads
  • 250K Data Cloud credits
  • Sales, Service, Marketing, and Commerce tools
Agentforce

Resolve cases with Agentforce Service Agent | $2 USD/Per conversation

  • Out-of-the-box
  • Service Agent Agent Builder Prompt
  • Builder

How to build Agents

Businesses can leverage Agent Builder with Salesforce Platform tools to design agents tailored to their needs. Standard and custom topics and actions can be created using prompts grounded in reliable enterprise data. Flows enable automations across any system, while MuleSoft API connectors facilitate seamless integrations. Additionally, developers can utilize Apex and JavaScript to craft custom code and business logic, ensuring agents align perfectly with business requirements.

Honestly, Salesforce has done good job setting up a technical help article to configure an Agentforce Service Agent: 

https://trailhead.salesforce.com/content/learn/projects/quick-start-build-your-first-agent-with-agentforce/configure-an-agentforce-service-agent 

Here are simplest steps to setup using Agent Builder:

 

Enable Einstein

  1.  Setup. The Setup page opens in a new tab.
  2. In the Setup Quick Find, search for and select Einstein Setup.
  3. Click the Turn on Einstein toggle, and make sure Einstein is On.
  4. Refresh your browser to reload Setup.
  5. In the Setup Quick Find, search for and select Agents.
  6. Click the Einstein Copilot for Salesforce toggle, and ensure it is set to On.

Setup an Einstein Agent Action

  1.  Setup. The Setup page opens in a new tab.
  2. In the Setup Quick Find, search for and select Agents.
  3. Click + New Agent. Note: If the New Agent button is not present, refresh the page until the button appears.

4. Agent Builder will be opened. Select “Agentforce Service Agent“ and proceed.

5. At next step, we can add/remove the topic. Please note that Topic is key aspect to a category of actions related to a particular job to be done by agents. Adding topics to an agent helps the agent recognize how to behave and respond for different jobs. Topics contain actions, which are the tools available for the job, and topic instructions, which tell the agent how to make decisions. In sum, topics define your agent’s range of capabilities.

6. Define setting for the Agentforce like Name, Role, Description and User on the behalf of whom the AI agent will work.

7. Select Data: Select data by selecting a Data Library. Create a new library to limit Agentforce Service Agent to specific articles or uploaded fields. 

8. Finally, hit “Create” button and an AI Agent will be created successfully.

 

Create Embedded Service Deployment

  1. In the Setup Quick Find, search for and select Embedded Service Deployments.
  2. Select the ESA Web Deployment.
  3. Click Publish to republish with the latest additions. Note: The deployment can take up to 10 minutes but no need to wait, proceed to the next step.

Publish the app in Experience Cloud or Website

  1. In the Setup Quick Find, search and select All Sites.
  2. Click Builder next to the coral-cloud site.
  3. Click the Components widget Components widget .
  4. Search Embedded Messaging and drag and drop the component over the Book an Experience of a Lifetime section. Note: exact placement is up to you, and it may take a few seconds for the component to appear.

Choose right resources to do it

Now a days, a lot of consultants/vendor claiming to know ability to setup Agentforce but please remember that this a new powerful tech and less documentation are available. It may take wrong turn if it is not implemented correctly and we should assess following aspects before start implementing it.

1.Do we understand Data?
2.Do we understand how Machine Learning works?
3.Do you understand Analytics? How it is gonna impact our needs.
4. Is consultant working with end customer and understand how they actually use Salesforce for their day to day work?
5.Does implementation team has an appetite coming up with ways to improve usage of platform?

Summary

Our guide highlights the unique ways you can build and deploy autonomous agents that provide accurate, real-time responses and manage complex tasks across any channel, from SMS to WhatsApp.

Ready to elevate your customer support and drive productivity? Discover how Agentforce’s capabilities can help your team streamline sales operations, improve customer experiences, and fuel growth. Don’t miss this resource—tailor your Salesforce solutions today with the flexibility and intelligence of AgentForce!

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