Agentforce

Chapter 3How Does Agentforce Actually Work?

You get the idea that Agentforce helps companies to build AI agents that help human employees help (also presumably human) customers. These agents are already part of the workforce, and their role will continue to grow.

They're doing things like deflecting customer-service calls, scanning sales leads, and then reaching out and responding to questions or contacting prospects with personalized communications. They're also working behind the scenes at companies doing things like attending sales meetings, summarizing conversations, suggesting next steps, and even coaching sales professionals on how to close a deal.

Although agents represent a new way of working, most of the time they can be inserted into existing workflows. You already have a service-center process: a service agent can be added without disrupting the organization or its procedures much. If you use Salesforce, this means Agentforce can be incorporated directly into your Service Cloud or Sales Cloud – or any cloud – flow. The platform is where applications and agents come together and sing.

If you can describe a task in natural language, it's likely an agent can be created to do it. All you need is a clear and complete description of the job you want your agent to do. Agentforce is set up with an awareness of how your business actually works, based on the data and metadata to which you have given it access. This metadata is important, since it describes higher-order concepts ...