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Salesforce Dreamforce 2024 introduced a wealth of new information, emerging technologies, and exciting product announcements. The standout topic of conversation is Salesforce Agentforce. However, like any new product, understanding what it is and how it can be used can be challenging. CopperHill is here to help, we pulled together our notes for an all-encompassing guide to Salesforce Agentforce.
What is Agentforce?
Hint: It’s so much more than your regular Salesforce Einstein features
Salesforce describes Agentforce as a way to “help companies build Artificial Intelligence agents that work with humans to drive customer success.” Now what does this mean for you?
Agentforce is a set of tools to create and customize agents. These agents provide you and your customers with information from your CRM data to assist employees with various tasks.
Now what is an Agent?
An agent is an autonomous application equipped with necessary knowledge to execute tasks according to their specific role. These agents are built, managed, and deployed in Agent Studio. Agents are defined as either being autonomous, “Complete a job for me”, or assistive, “Help me complete a job”.
Pre-Built Agents
- Service Agent: Engage customers autonomously 24/7 to quickly and accurately resolve cases.
- Sales Development Representative Agent: Answers product questions, handles objects, and books meetings for sales representatives.
- Sales Coach: Practice pitches, handle objections, and negotiate with realistic role-plays tailored to each deal.
- Campaign Agent: Generate a campaign brief, target audience segment, write content, or build a customer journey in Flow.
Agents Available to Build
- Healthcare Agent: Engages with patients, providers, and payers to resolve inquiries, provide summaries, and take action across multiple channels.
- Banking Agent: Analyzes data, proactively manages client requests, and provides personalized 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 analyze customer surveys and reviews, proactively suggest customer retention improvements, and manage omnichannel experiences.
- Analytics Agent: Autonomously share data insights, conduct visualizations, 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.
Salesforce Clouds and Agentforce
Agentforce can be used across the Salesforce platform Some clear examples are:.
Sales Cloud: for nurturing pipeline, coaching sales reps, qualifying leads, and lead routing.
Service Cloud: to help with case management tasks such as solving customer requests and automating case processes.
Commerce Cloud: for assisting customers with order-status updates and personalized recommendations, acting as a personal shopper.
Contact us to learn how you can use Agentforce in your org today!