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How Does Agentforce Work? | Salesforce
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How Agentforce Works

Build agents that work for your business. Agentforce is the comprehensive AI agent platform that drives real business results in one unified workspace. Teams can manage the complete agent development lifecycle with a robust set of tools to build, test, deploy, manage, and orchestrate AI agents at scale.

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Build reliable, powerful AI agents

Teams can create and customize agents for any industry or use case. Build trusted agents with a low-code AI agent builder. Use natural language and Agentforce assistance to get started quickly, then apply advanced logic and controls to deliver agents you can trust in production.

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Test AI agents thoroughly and deploy with confidence

Ensure your agents perform flawlessly with Agentforces comprehensive testing capabilities. Generate test cases, inspect potential responses, and understand how guardrails are being adhered to. Deploy with confidence, knowing Agentforce is ready to deliver exceptional experiences.

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Monitor, analyze, and optimize AI agents

The journey doesnt end with deployment. Agentforce provides powerful analytics tools to monitor and optimize agent performance. Visualize and analyze how your agents are performing, how to optimize configurations, and detailed session data to debug individual interactions. Use these insights to refine your strategies, debug issues, and ensure your agents are consistently delivering exceptional results.

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Trusted AI, built-in

Agentforce contains a powerful set of low-code guardrails and security tools that keep data secure, prevent abuse, and reduce hallucinated and biased responses.

Agent Guardrails

Agentforce Guardrails combine user-defined safeguards and Salesforce managed protectionsto foster trust and maintain control over agent behavior. Key mechanisms work in concert to prevent deviations from core instructions, block off-topic or inappropriate conversations, and mitigate risks such as hallucination, bias, or the dissemination of incorrect information.

A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]

Data Protection

The Einstein Trust Layer is a robust set of features and guardrails that protect the privacy and security of your data, improve the safety and accuracy of your AI results, and promote the responsible use of AI across the Salesforce ecosystem. With features like dynamic grounding, zero data retention, and toxicity detection, the Einstein Trust Layer is designed to help you unleash the power of generative AI without compromising your safety or security standards.

A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]

Data Governance and Security

The Headless 360 platform is built on a foundation of trust, including security testing, site reliability, disaster recovery, least privileged access, and core access controls embedded into our deeply unified platform. Our shared responsibility model allows customers to establish a robust governance foundation with built-in security controls while offering additional solutions to customize and strengthen data security, compliance, and resilience, including products to encrypt, audit, monitor, mask, protect, manage, backup, and archive data.

A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]
A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]
A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]
A diagram features the trust layer, agent guardrails and a person. [A diagram features the trust layer, agent guardrails and a person.]
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Real Agents. Real Brands. Real Results.

Explore interactive demos of the AI agents driving live results for global brands, and see how they were configured in Agentforce.

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Agentforce Labs

Explore experimental features, test new ideas, and build the future alongside Agentforce Product and Engineering teams.

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Agentforce Frequently Asked Questions

What is an AI agent?

An AI agent is an intelligent system that can get work done proactively and autonomously, meaning it doesn't require human input. Agents can be triggered by changes in data and automations. They can understand and respond to human conversation dynamically. And they rely on machine learning and natural language processing (NLP) to reason and handle a wide range of tasks, from answering simple questions to resolving complex issues. Learn more with AI agent courses.

How is an AI agent different from a chatbot?

Traditional chatbots require pre-determined conversation trees to respond to inquiries. In contrast, agents are dynamic. They can adapt to human language and conversation, and they have the ability to reason. They make sense of the conversation, build a plan to address it, understand the tools available to them, and then take the best course of action. Read the guide to learn more about AI agents vs. chatbots.

What can an AI agent be used for?

There are many AI agent use cases. You can customize an AI agent to fit any use case and any industry. Salesforce offers a range of out-of-the-box agents for service, sales, marketing, and commerce, so you can get started in minutes. These are just some examples of how agents can support your business:

  • Service agents can automatically help a customer troubleshoot an issue with personalized, branded advice based on their purchase history and company knowledge documents
  • SDR agents can send a personalized introductory email to a lead, respond to a question on pricing, and access an account executives calendar to schedule a follow-up call
  • Marketing agents can generate campaigns, briefs, audience segments, emails, and end-to-end journeys based on your company's goals
  • Ecommerce agents can manage your websites and generate personalized promotions

How secure is Agentforce?

The Einstein Trust Layer protects customer data through robust security features and guardrails, like zero data retention, toxicity detection, secure data retrieval, and dynamic grounding. It improves the safety and accuracy of outputs while ensuring the responsible use of AI agents across the Salesforce ecosystem.

For example, the Audit Trail feature provides the data you need to track AI agent actions and outputs, ensuring AI usage complies with your organizations security, privacy, regulatory, and AI governance policies.

Can I customize Agentforce workflows?

While other agent platforms require complex data integration and custom automation builds, Agentforce is already built into the Headless 360 platform. You can instantly turn your existing workflows, prompt templates, Apex, and APIs into agent actions with the added power of native tools, like Data 360, Slack, and MuleSoft. Agent Builder enables Salesforce admins and developers to use natural language to create jobs to be done, instructions, actions, and guardrails for their agents.

What platforms does Agentforce integrate with?

Agentforce is deeply integrated with the Headless 360 platform, which brings together all the data and context agents need from internal and external sources, with the Einstein Trust Layer built in. This enables agents to take accurate, relevant actions, which are faster to implement thanks to our low-code framework. You can reuse Platform tools like flows and Apex, and build your agent on top of them.

Agentforce also connects to all the channels where your employees and customers already interact, including CRM, WhatsApp, Messenger, and your website. Theres no need to go to another application to talk to an agent because they're bringing value to the existing flow of work.

Is Agentforce suitable for small businesses?

Agentforce is suitable for businesses of any size. Salesforce customers can now try Agentforce for free with Salesforce Foundations, a $0 add-on for Enterprise Edition and higher.

Foundations helps businesses get ready for AI by extending their CRM with additional key features from Agentforce, Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, and Data 360. Foundations now includes credits to power the first 1,000 conversations with Agentforce for Service, allowing your company to try its capabilities before buying.

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