The suite of Salesforce AI products is quickly growing.
There’s a variety of products that use generative and predictive AI capabilities to address needs across different aspects of your business — sales, customer service, commerce, and marketing. Then, there’s the all-new Agentforce, which has expanded upon the capabilities of the former Einstein Copilot to transform the overall customer service experience.
These days, customers have the highest of expectations — they want instant, personalized support. That puts companies like yours under pressure to meet demands while also maintaining the high quality of your operations. On top of this, leaders wanting to become more and more efficient has made leveraging AI a must.
With Agentforce, Salesforce’s new AI-powered suite of autonomous agents, complex customer interactions are take care of without the need for intensive coding or pre-defined scripts. You get an intelligent assistant that both understands customers needs in real-time and helps your team anticipate and respond to issues with precision.
Here’s everything you need to know to get off to a great start with Agentforce.
What makes Agentforce a must-have for your business?
Agentforce is changing how businesses like yours interact with customers and support employees.
Through powerful low-code tools, the platform makes it easy for your team to create responsive, intelligent agents tailored to your business needs. Your agents help you deliver faster, more personalized support without complex coding.
The benefits
- Customer Loyalty: With a more complete view of each customer, Agentforce empowers your teams to offer tailored support, enhancing satisfaction and retention.
- Automation: Routine tasks like case management and routing become fully automated, freeing up staff to focus on more meaningful work.
- Sales Opportunities: AI-driven insights reveal valuable upsell and cross-sell opportunities.
- Compliance and Security: Pre-built frameworks maintain industry compliance, safeguarding customer data.
- Flexibility: Adaptable to businesses of all sizes, Agentforce grows with you, scaling seamlessly to meet evolving demands.
What makes an Agentforce agent different from an Einstein bot?
It’s important not to confuse Agentforce agents with Einstein bots. While both are AI-powered solutions in the Salesforce ecosystem, they’re significantly different in design, capabilities, and ideal applications.
Agentforce is designed for advanced real-time interactions, using AI and Salesforce Data Cloud for personalized, adaptive experiences. On the other hand, Einstein bots automate simpler tasks like FAQs and basic workflows.
Here’s a quick breakdown of the two:
While both improve customer service, Agentforce handles more sophisticated interactions, while Einstein bots focus on routine tasks.
What do you need to get started with Agentforce?
To make sure you’re getting everything you can out of your Agentforce implementation, there are a few essentials that should be in place first.
- Develop a clear AI strategy to define the goals, workflows, and outcomes you want to achieve with Agentforce for better alignment with business goals.
- Design and test agent with a key use case in mind, focusing on user-friendly instructions, relevant actions, and clear workflows.
- Clean and accurate Salesforce data are critical for effective automation.
- Set up Agentforce with proper permissions and integrations, so that it connects smoothly to your existing Salesforce environment and other essential tools.
How much does Agentforce cost?
Let’s have a look at the pricing models available for Agentforce:
- Salesforce Foundations — Existing CRM customers (Enterprise Edition and above) can access a free entry tier, including 1,000 Agentforce conversations and 250,000 Data Cloud credits.
- Agentforce — Beyond the basics, pricing for the implementation of an Agentforce Service Agent starts at just $2 per conversation, so companies can adjust their spending as their needs grow. Get an out-of-the-box agent, along with Agent Builder and Prompt Builder programs.
***Keep in mind that these pricing models are separate from other licenses you might need to acquire for Service Cloud, Eintstein AI, etc.
What’s Data Cloud got to do with it?
Data Cloud plays an important role in enhancing Agentforce’s capabilities.
By unifying customer data into a single, real-time profile, it ensures that Agentforce is grounded in accurate, comprehensive information. This way, the agent can deliver highly personalized and relevant interactions, creating a more seamless experience for users.
Beyond grounding the agent, Data Cloud also functions as a trust layer by logging interactions to provide transparency and ensure data security. Using advanced techniques like Retrieval Augmented Generation (RAG), Agentforce accesses this unified data to enrich user prompts and refine its responses. This creates a feedback loop where the agent continuously learns from interactions, becoming progressively more aligned with the organization’s unique needs and customer expectations. This is how you end up with smarter, faster interactions and stronger customer relationships.
Final thoughts
Agentforce is a transformative way of doing business.
With its low-code accessibility and seamless integration with Salesforce’s robust ecosystem, Agentforce makes it easy for any business to add AI-driven intelligence to their customer service. It’s a smart solution that grows with you, allowing teams to focus on higher-level tasks while AI handles the routine. Backed by the comprehensive insights of Data Cloud, Agentforce offers a more complete view of your customer, driving improved satisfaction, increased productivity, and smarter decision-making.
As customer expectations continue to rise, Agentforce positions your company not just to keep up, but to lead. With its scalable design and flexible pricing, any business—from startups to global enterprises—can benefit from Agentforce’s powerful AI capabilities. Embrace Agentforce today, and watch as your customer experience reaches new heights.
