Agentforce

Agentforce is Salesforce’s platform for building and deploying autonomous AI agents that support customers and employees across sales, service, marketing, commerce and internal functions. It represents Salesforce’s evolution from earlier chatbot and Einstein Copilot capabilities towards agents that can reason, take actions and complete tasks on behalf of users, grounded in an organisation’s own data and business processes. Many companies struggle to scale customer service and internal support as demand grows, and traditional rule-based chatbots often fail to handle anything beyond simple, scripted queries. Agentforce aims to address this by combining large language models with Salesforce’s Data Cloud, metadata and workflow automation, enabling agents to understand context, retrieve relevant information and execute actions within defined guardrails, while handing over to humans when necessary.

Key capabilities include Agent Builder for configuring agents with topics, instructions and actions using low-code tools, pre-built agents for use cases such as service, sales development, coaching and commerce, and the Atlas reasoning engine that plans and orchestrates tasks. Agents can use Flows, Apex, APIs and prompt templates to take actions, and they draw on knowledge articles, CRM records and unstructured data via retrieval-augmented generation. The Einstein Trust Layer provides security features such as data masking and zero data retention with model providers, while testing and monitoring tools help teams evaluate agent behaviour before and after deployment. Agents can be deployed across web chat, messaging, Slack, email and voice channels. Agentforce is delivered as part of the Salesforce cloud platform and is aimed primarily at mid-sized and large enterprises already using Salesforce in industries such as retail, financial services, healthcare, manufacturing and telecommunications. Usage-based pricing models reflect the consumption-driven nature of agent interactions across channels. A free version is available, paid usage starts from around USD 2, often cited per conversation, and a free trial is offered.