Agentforce

You define the purpose and responsibilities of the agent. For example, should they respond to customer enquiries, qualify leads, create quotations or personalise marketing campaigns? The role determines the basic orientation and capabilities of the agent.

Agents need access to relevant data in order to perform their tasks. This can include customer data from Salesforce, product information, historical data, external data sources, or even documents and knowledge databases. The more data the agent has at their disposal, the better they can make context-sensitive decisions and enable personalised interactions.

You determine which actions the agent can perform – and that is precisely what makes Agentforce so special. These actions are configured using flows or Apex code, transforming a generalised AI co-pilot into an expert for your tools, processes and workflows. The agent autonomously selects the available actions and capabilities it needs to complete the task assigned to it. These could include, for example:

• Generate answers to questions
• Summarise information
• Create and assign tasks
• Arrange appointments
• Update data in Salesforce
• Control external systems

To ensure that agents act responsibly and in accordance with company guidelines, you can define the limits of their actions here. These could include, for example:

• Do not disclose any sensitive data.
• Do not carry out any financial transactions.
• Do not make any legally binding commitments.
• Avoid certain topics or keywords

Here you can specify the channels through which the agent interacts with customers and employees. These could include, for example:

• Chat (e.g. on the website, in the app, on social media)
• Email
• Telephone
• Slack
• Salesforce (e.g. in the Service Cloud Console)