With so many teams looking to automate time-consuming tasks, streamline customer interactions, and scale productivity, Agentforce offers a bold vision for what AI can do across sales, service, marketing, and operations.
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 Agentforce?
Agentforce is Salesforce’s AI agent platform that gives businesses the tools to build, deploy, and manage intelligent agents that can act independently to complete tasks, assist customers, and support employees.
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
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.
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 Cloud 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.
AgentExchange
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.
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.
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 Skills
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.
How we see it
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.
Up next in this series, we’ll get into the AI for Business suite. Stay tuned to learn more about Salesforce’s out-of-the-box predictive and generative features designed for Sales Cloud, Service Cloud, Marketing Cloud, and more.
