What is Agentforce? A Deep Dive on Salesforce’s Latest AI-Powered Tool
David Miedzianowski
Providing a top-tier customer experience is not just an advantage; it’s essential for winning and retaining business. However, many support teams struggle to handle an overwhelming number of inquiries. That’s why many businesses are turning to Salesforce’s Agentforce to streamline their customer service operations. But what is Agentforce?
Agentforce is Salesforce’s new tool that empowers businesses to create and manage AI-powered agents across various business functions — including sales, customer service, marketing, and commerce.
In this post, we’ll go over the key features and benefits of using Agentforce and why you should consider hiring an Agentforce partner to implement such a powerful tool.
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What is Agentforce in Salesforce?
We mentioned earlier that Agentforce is a tool that enables businesses to create AI-powered agents to handle prospect and customer inquiries. This low-code tool enables users of all technical skill levels to define their desired outcomes.
Agentforce allows users to create pre-defined guardrails, which guide the AI reps to respond within your set parameters. These guardrails prevent a negative brand reputation from bad chat requests — such as responding to inappropriate inquiries or giving out bad information.
Focusing on information accuracy, Agentforce natively integrates with Salesforce’s Data Cloud to give AI agents real-time access to both structured and unstructured data. Translation? It allows agents to get the information necessary to formulate their next action steps.
Our Salesforce experts appreciate how Agentforce can respond to all incoming requests conversationally by leveraging its robust language learning models. Unlike traditional chatbots, Agentforce works best with natural language input to better simulate human conversations.
Finally, Agentforce is capable of working out of multiple channels, including website, CRM, mobile app, and Slack. This means you can provide a true 360 support system to meet your customers where they are.
EBQ Tip: Agentforce should not replace your customer support and sales teams entirely. In fact, we encourage Agentforce users to always create guardrails that flag certain conversations for human interventions — such as when a customer asks a more complicated question or escalates the conversation.
5 reasons why EBQ recommends Agentforce
In short, Agentforce enables your service and sales teams to dedicate more time to addressing more complex or escalated customers by automating manual tasks. You might also want to consider these 5 benefits when evaluating Agentforce:
- Engages in practice conversations: Agentforce can simulate sales roleplays to empower your team members to practice pitching, handle objections, and negotiate deals
- Boosts team members’ confidence: Agentforce can sit in meetings and provide real-time feedback on how to better their sales calls
- Enhances customer experience: Agentforce can recommend relevant products based on requests and past customer feedback.
- Improves operational efficiency: Agentforce resolves prospect and customer inquiries 24/7 — even outside your regular office hours.
- Allows for further customization: While Agentforce has many out-of-the-box options, it still allows you to create an agent from scratch.
EBQ Tip: Agentforce can cost up to $2 USD/conversation. However, Salesforce provides a wide range of options for businesses of all maturities to choose from.
Where EBQ comes into play
Agentforce is only as effective as its implementation. Without proper setup, you risk opening your business up to misinterpreted inquiries, incorrectly escalated cases, or failure to integrate with your existing systems — causing you more headaches down the road.
By partnering with EBQ, you can:
- Set up complex automation workflows: As Agentforce is a client-facing tool, you cannot risk an AI agent responding inappropriately.
- Create proper guardrails for proper case escalation: An AI agent should be able to identify when a case should be flagged.
- Ensure effective third-party integration: Ensure each tool is connected correctly. From there, we can make sure every connector is firing correctly to reduce overall downtime.
- Manage Agentforce regularly: We audit your Agentforce tool to make sure it is operating as intended. From there, we proactively identify room for improvement.
Why use Salesforce Agentforce?
Agentforce is a powerful tool that enables sales, marketing, customer service, and commerce teams to better serve their customers using AI-powered agents. However, this tool heavily relies on a professional and experienced Salesforce administrator to set everything up correctly.
Unlock the full potential of Agentforce with EBQ. Our experts ensure a smooth setup, seamless integrations, and ongoing optimization—so you get real results from your AI investment Visit our Salesforce Consulting page to learn why thousands of organizations choose to partner with EBQ.
About the Author:
David is a Revenue Cycle Consultant at EBQ who leverages his experience as a former VP of Sales to align sales and marketing teams for measurable results. With expertise in B2B digital marketing and demand generation, he helps businesses optimize strategies for long-term success.
