June 2025
Intermediate to advanced
240 pages
4h 48m
English
Content preview from Agentforce
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Chapter 16What Is the Best Way to Come Up with Ideas for Agents?
Marc Benioff leads through narrative. He emphasized at the secret kickoff that all the salespeople and solution engineers – all the product people and marketers and everyone else – should be scouring the globe for customer stories, that is, case studies of companies using Agentforce.
Public examples are better but harder to secure. (Many companies don't share what they're doing, for competitive reasons.) Cash bonuses were announced on the spot for good stories. Compelling examples were the news of the day.
Stories started coming in almost immediately. Most early adopters looked at customer service. This was expected. Service is an area where many companies feel understaffed and overwhelmed, and agents seem to like to do it.
Stepping back a moment, we can see customer service has a number of features that make it amenable to the agentic treatment.i It requires the following:
- Good communication, which agents can do via voice and text
- Rapid data retrieval, often from unstructured sources, another agentic asset
- Repeatedly addressing the same topics and questions
The most obvious initial use for Agentforce was as a Q&A agent, answering customer questions. It's obvious because it engages the AI agent's most salient superpowers:
- A conversational setting
- Need to search unstructured data (e.g., knowledge base)
- 24/7 work ethic and infinite patience
One of the first agents to be introduced in this space was from Salesforce ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.