Salesforce Agentforce is the new AI agent platform that empowers teams to automate their workflows, enhance their customer experiences, and scale productivity. As part of the Salesforce AI landscape, it represents a bold step toward intelligent, secure, and adaptable business automation.
But let’s be clear: Agentforce is bleeding-edge technology. While the potential here is huge, it’s also still early days. Many businesses are just beginning to explore what’s possible, and there are still plenty of kinks to be worked out.
That said, we believe Agentforce is worth paying close attention to and here’s why.
What is Salesforce Agentforce?
Salesforce Agentforce is an advanced AI agent platform that lets your business build, deploy, and manage intelligent agents across sales, service, and operations.
Think of Agentforce as your AI-powered team extension. These agents are more enhanced bots, using natural language, contextual reasoning, and integrated system access to actually do things. Thanks to Einstein and the Atlas Reasoning Engine, they get smarter and more capable every day.
Here’s what’s involved
Agentforce 2dx: Developer Integrations
With Agentforce APIs, Invocable Actions, and MuleSoft connectivity, developers can embed agents directly into apps, websites, or Slack. Visual Cards help agents interact with users, while automation flows tie everything to your backend systems. This is a flexible toolkit designed for deeper integration and enterprise-level use.
When to use it: If your business needs highly customized workflows, has complex backend systems, or wants to embed agents into customer-facing platforms, Agentforce 2dx offers the technical depth to do it.
Salesforce Agentforce Developer Tools
These tools allow developers to build, test, and refune their Agentforce agents. Developer Edition orgs, for the first time ever, come with 10GB of Data 360 access. With these tools, developers can experiment with all of the capabilities of Agentforce while supporting custom, data-rich cases.
When to use them: If you’re still exploring Agentforce or want to prototype without impacting production environments, these tools are perfect for testing ideas and validating value before a full-scale rollout.
Salesforce AgentExchange Marketplace
Want to skip the build process and get up and running as quickly as possible?
AgentExchange makes it easier to find and deploy AI solutions, with pre-built, trusted options available in the marketplace. With this platform, Partners and ‘Agentblazers’ can publish Actions, Prompt Templates, Topics, and complete Agent Templates that others can use to enhance automation and industry-specific workflows.
Here, you’ll find industry-specific solutions for retail, healthcare, finance, and more. It just got much easier to scale automation to fit your industry.
When to use it: If you need a fast implementation, or you’re looking for proven use cases in your specific industry, AgentExchange can get you started with less lift and more confidence.
Salesforce Agent Builder
This low-code tool lets you build agents with clicks, not code. You can define topics, write natural language instructions, and assign actions all in one place. Admins can then monitor responses, test performance, and iterate quickly, making this tool ideal for teams that want more control without all of the heavy dev work.
When to use it: If your team includes Salesforce Admins or business users who want to build and manage agents directly, this tool gives you the flexibility to customize agents without needing developer resources.
Atlas Reasoning Engine
This is the brain behind the agent.
Atlas uses structured reasoning, logic trees, and contextual understanding to help agents make more intelligent decisions. This way, your agents can handle complex tasks with precision and accountability.
When to use it: If your business requires agents that can adapt to nuanced decision-making or handle multi-step logic with contextual awareness, Atlas provides the critical reasoning power you’ll need.
Salesforce Agentforce Testing Center
Before going live, it’s crucial to test how agents will behave in real-world scenarios. This built-in environment helps ensure your agents are reliabile, safe, and compliant by previewing agent responses and performance across different user inputs and channels. This is especially important for regulated industries or sensitive workflows.
When to use it: The Agentforce Testing Center should always be used, but especially if you’re in a regulated industry, handling sensitive data, or deploying agents to customer-facing teams or environments.
Pre-Built Salesforce AI Agents
Don’t want to build from scratch?
Salesforce offers out-of-the-box agents designed for specific roles:
- Customer Service Agent handles inquiries and case resolution.
- Salesforce Development Rep qualifies leads and answers product questions.
- Sales Coach simulates scenarios and gives feedback to reps.
- Personal Shopper guides customers through product discovery.
- Campaign Agent assists in building and optimizing marketing campaigns.
These agents are useful for getting a sense of what Agentforce can do. They’re also a great launching point for tailoring your own workflows.
When to use them: If you want a jumpstart with proven, role-specific AI functionality, these pre-built agents are a smart first step.
What's new: Agentforce 360 and the next generation of AI agents
At Dreamforce, Salesforce unveiled Agentforce 360, the next evolution of its AI agent ecosystem. This new version brings all of the platform's AI functions together in a more unified, intuitive experience, making it easier for teams to build, deploy, and manage intelligent agents that work seamlessly across clouds and systems.
Agentforce 360
This update represents Salesforce's ongoing mission to use AI to amplify human capabilities, not replace them. With Agentforce 360, businesses can expect a more connected and autonomous experience, where AI agents handle complex workflows while keeping teams focused on higher-value tasks.
Key features include:
- Agentforce Builder - A powerful low-code interface that lets you design and deploy AI agents with clicks instead of code. Builders can define goals, connect data sources, and outline actions all from one place.
- Agent Script - A new tool for mapping out how your agents handle conversations, ensuring interactions stay accurate and on brand. Perfect for customer service and sales use cases.
- Agentforce Voice - Adds natural, two-way voice communication, so agents can now respond verbally to your customers or teammates.
- Intelligent Context - Gives agents deep awareness of each user's history, preferences, and activity, allowing for more relevant and personalized interactions.
- Agentforce Vibes - A fresh way to build applications using AI, which Salesforce calls 'vibe-coding.' Teams can describe what they want in natural language, and the platform's AI will generate app components that adhere to company data, policies, and governance standards.
By combining conversational AI, low-code tools, and contextual intelligence, Salesforce empowers teams of all skill levels to create agents that align perfectly with business goals. Agentforce 360 moves AI beyond task automation, toward delivering more human-like, connected customer experiences.
Why Agentforce Matters
As mentioned, Agentforce is still rapidly evolving, and that’s important to keep in mind when tackling its implementation.
If you have concerns around data security, Salesforce has that thought out as well. This is where the Einstein Trust Layer, a set of robust security features and guardrails built into all of Salesforce’s AI products, serves as a key component to driving the evolution and adoption of Agentforce. With the Trust Layer in place to help protect user data, we see potential for Agentforce to continue to grow, especially in its ability to analyze that data and offer valuable insights to businesses in regards to their Salesforce org.
While we believe this tech is ready to take on your immediate customer service needs, we also feel it’s important to be patient as Salesforce continues to make improvements and roll out updates going forward. We’re excited to see where Agentforce ends up in just a year or two.
Summary
As Agentforce continues to evolve, we’re excited to discover all of its new tweaks and features. That being said, we believe it’s already shaping up to be one of the most forward-looking parts of the Salesforce platform.
With Einstein powering the reasoning, and the Einstein Trust Layer there to make sure every interaction stays compliant and secure, Agentforce brings a lot of AI power without compromising data integrity. It has great potential to be a big step toward fully automated, intelligent CRM experiences.
Salesforce AI Series Index
- How to Get Started with Salesforce AI → Core concepts behind Salesforce AI and how to take your first steps.
- Salesforce Agentforce Explained → Agentforce capabilities, use cases, and how autonomous AI agents fit into your business. [You are here]
- Salesforce AI for Business: Features, Use Cases & Benefits → The AI suite designed to optimize sales, service, marketing, and operations workflows.
- Salesforce Low-Code AI Builders → Build and customize AI experiences using easy, click-based configuration.
- Salesforce AI for Developers & Admins: Tools & Automation → How technical teams can accelerate development, automate processes, and scale apps with AI.
- Salesforce Einstein Trust Layer → How Salesforce ensures safe, governed, compliant AI across your entire ecosystem.
