Everything You Need to Know About Agentforce: Special Edition Newsletter

Agentforce is becoming Salesforce’s flagship product, driving the latest AI innovations. You’ve probably heard terms like "digital labor platform" and "revolutionizing AI agents." But what does that really mean? Is Agentforce worth the hype?

In this special newsletter edition, we’ll break it down and explain what Agentforce is and why it matters.

Like videos? Check out this quick Agentforce overview.?

?? Watch it on YouTube: https://youtu.be/m5YBREUSuIM

What is Agentforce??

Look at this:?67% of customers?feel frustrated when their problems aren’t solved right away. At the same time, sales reps spend 71% of their time on non-selling tasks like admin work.

Salesforce saw the problem and acted. They created?Agentforce—a digital platform where humans and AI work together to improve efficiency and customer service.

Salesforce Agentforce goes beyond basic AI bots. It’s an AI app that works on its own to handle specific tasks for your team and customers. You can use ready-made Agentforce agents that connect with your Salesforce data or build your own from scratch.

Agentforce Agent Anatomy

Each Agentforce agent has five main parts:

1. Role: The role explains what the agent does. It tells what tasks the agent needs to finish and what goals it needs to reach for your team.
2. Trusted Data: Trusted data is the information the agent uses to do its job. This could be company knowledge, CRM data, or external websites.
3. Actions: Actions are the tasks the agent can do based on triggers or commands. For example, it might run a flow, use a prompt, or execute Apex code.
4. Guardrails: Guardrails set the rules for what the AI agent can and can’t do. For example, if the issue is too complex, it might be passed to a human.
5. Channels: Channels are the places where the agent works. This could include your website, CRM, mobile app, Slack, and more.

The History of Salesforce AI?

Want to see how Salesforce AI has evolved—from predictive AI to Agentforce? Check out our video about Salesforce AI waves.

?? Watch it on YouTube: https://youtu.be/PuXjFN7SgB4

Pre-built Agentforce Agents

Agentforce comes with several pre-built agents:?

1. Agentforce Service Agent This agent uses Salesforce CRM data to provide 24/7 customer support. It answers common questions in a natural, conversational way. For complex issues, it connects customers to the right human team.
2. Agentforce Sales Development Representative (SDR) Agent This AI agent engages leads by answering questions, handling objections, and booking meetings using CRM and external data. You can control how often it engages, which channels it uses, and when it hands off to a human. It works on platforms like SMS and WhatsApp and supports multiple languages.
3. Agentforce Sales Coach Agent Need to sharpen your sales team’s skills? This agent runs personalized role-play sessions using Salesforce data and generative AI. It helps sellers practice pitches and handle objections for specific deals.
4. Agentforce Personal Shopper Agent Think of this agent as a digital concierge. It works on eCommerce sites and messaging apps like WhatsApp, offering personalized product recommendations and answering customer queries.
5. Agentforce Campaign Optimizer Agent This agent manages the entire campaign lifecycle—from creating briefs and audience segments to crafting content and customer journeys in Flow. It tracks KPIs and suggests improvements around the clock.

Agentforce Pricing

Now for the big question: How much does Agentforce cost? Here’s the good news—getting started is free if you’re an existing Salesforce customer with the Salesforce Foundations update installed.

What’s included for free? Salesforce Foundations is a free add-on for customers using Enterprise, Unlimited, or Einstein 1 editions of Sales Cloud and Service Cloud. With it, you get 1,000 Agentforce conversations and leads at no extra cost.

What happens after that? Once you exceed 1,000 conversations, pricing is $2 per conversation.

We know what you’re thinking: "$2 per conversation? That sounds expensive and probably only for big enterprises." Honestly, we thought the same thing at first.

But here’s the thing—if you want real numbers, check out Salesforce’s Agentforce ROI Calculator. It breaks down how much your business can save in Sales, Sales Enablement, and Customer Service over a 3-year period. You might be surprised by the results!

Agentforce Configuration

When Agentforce was first announced, it felt more like a concept. But now, with more info and training from Salesforce, we can see how it actually works—and even try it ourselves. We’ve put together a video showing how to configure a Service agent for booking.

?? Watch it on YouTube: https://youtu.be/YYGEoQN-bNg

You can replicate this use case and set up the agent yourself for free on Trailhead. Salesforce has also enhanced its free Developer Edition with Agentforce and Data Cloud.

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