Agentforce

What is Agentforce?

Agentforce is Salesforce's platform for building and deploying autonomous AI agents for customer and employee workflows. Agents can answer questions, retrieve business knowledge, reason through requests, and take actions based on their assigned role. They can use Salesforce CRM data, Data 360, external systems, automation flows, APIs, and custom code while operating across portals, messaging, phone, web, and mobile channels.

The Atlas Reasoning Engine breaks a request into smaller tasks, evaluates each step, and develops a plan for completing the requested answer or action. Agentforce Builder provides a shared conversational workspace for drafting, testing, refining, and deploying agents. Salesforce also supplies low-code guardrails, managed protections, data grounding, and controls for escalating work beyond an agent's scope to a human.

How to Use Agentforce

1. Define the role and job the agent needs to perform, including any subagents.
2. Write natural-language instructions and assemble the actions the agent may choose from.
3. Ground the agent with trusted Salesforce, Data 360, or external business data.
4. Connect workflows with Flow, MuleSoft APIs, Apex, JavaScript, or other supported tools.
5. Observe the agent's plan, test responses in Agentforce Builder, refine its behavior, and deploy it to the required channels.

Core Features

• Agentforce Builder: Unifies AI-guided drafting, testing, editing, low-code design, pro-code scripting, and deployment.
• Atlas Reasoning Engine: Decomposes complex requests, evaluates steps, and plans how to complete an answer or action.
• Business-data grounding: Retrieves knowledge from CRM, Data 360, unstructured sources, and connected external systems.
• Hybrid workflow control: Combines deterministic Agent Script logic with flexible LLM reasoning.
• Voice and channel support: Extends agents to phone, web, mobile, portals, and messaging with customizable brand voice.
• Guardrails and data protection: Provides user-defined safeguards, Salesforce-managed protections, dynamic grounding, zero data retention, and toxicity detection.

Use Cases

• Customer service: Service agents resolve common issues, use company data, and escalate cases that require human attention.
• Sales development: SDR agents answer prospect questions, manage objections, qualify interest, and schedule meetings.
• Marketing operations: Campaign agents analyze, generate, personalize, and optimize marketing activity.
• Employee and IT support: Agents answer employee questions, share network insight, and handle supported help-desk cases.
• Industry workflows: Organizations build agents for healthcare, retail, finance, commerce, operations, analytics, and other specialized processes.

Pricing

Salesforce states that customers can start using Agentforce at no additional cost through Salesforce Foundations. Additional pricing options include Flex Credits, Conversations, and per-user licenses, depending on how agents are deployed. Specific costs require the applicable Salesforce pricing details or calculator.

Frequently Asked Questions

Can Agentforce connect to systems outside Salesforce?

Yes. Salesforce describes connections through MuleSoft APIs, Flows, Apex, JavaScript, and external data available through Data 360.

Can Agentforce hand work to a person?

Yes. The site states that agents can escalate complex issues beyond their scope to human agents.

What kinds of agents can be built?

Salesforce provides out-of-the-box and custom agents for service, sales, marketing, commerce, employee support, IT, analytics, finance, and industry-specific roles.