June 2025
Intermediate to advanced
240 pages
4h 48m
English
Content preview from Agentforce
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Chapter 4What Are Some Useful Things You Can Do with Agents?
One of the earliest public testimonials for Agentforce came from a scrappy 10-year-old Boston-based company called EZCater. It runs an online marketplace that connects businesses that need catering services with nearby food service providers like restaurants.
Erin DeCesare, the spectacled wizard-like CTO of the outfit, said that with Agentforce, “We will be able to effectively streamline everything from last-minute order changes to managing dietary preferences through AI-powered agents.”
Interestingly, while the original thinking around generative AI like ChatGPT was that it was going to make content creation more efficient – think, writing emails for marketing with the personal touch – when agentic AI came along, based on generative AI, it immediately intrigued users for its ability to handle customer service. The reason is that generative AI makes the interaction between humans and computers more natural, literally: it can happen using everyday language, with all its hems and haws. That's new.
Not surprisingly, when Agentforce first walked on stage, Salesforce was guiding prospects to think about four ways to use agents, starting with the most common:
- Customer service, support, and experience
- Inbound lead nurturing
- Sales coaching
- Building and optimizing campaigns
As time went on, these general areas deepened with greater and greater precision, as Agentforce users came up with ideas of their own, which they tested. ...
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