Agentforce

Chapter 14What Are Some of the Prebuilt Agentforce Agents?

As the new year approached and passed, Salesforce senior management was treated to a stream of updates, thoughts, and article links from their CEO. An Agentforce World Tour was announced, consisting of large in-person events in various cities around the globe where Salesforce sales and product people would gather with customers and prospects to discuss – mainly, as expected – Agentforce.

Investors were impressed. Candid reports came back from the field that customers and partners were excited and optimistic about AI and the agentic future, but there were challenges. Common questions were: Can I really get this to work? And what's the cost?

The latter question was addressed by announcing a simple, single price: $2 per interaction. Each time an AI agent on the Salesforce platform handled a customer service case, for example, that was $2. The logic was that such interactions are a common cost-basis for companies, and they'd be able to calculate the savings derived from agent-aided versus human-aided interactions.

Some reluctance to adopt and deploy this new, even exotic technology was understandable. Even the iPhone was mistrusted at first. To address this challenge, salespeople were given clear ways to describe AI and the Trust Layer and how Agentforce works.

Meanwhile, product and engineering teams set to work building a portfolio of off-the-shelf agents that could be powered up quickly and adapted without too much angst. ...