Everything You Need to Know About Agentforce? (Put AI Agents to Work)
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At Dreamforce this year, Agentforce stole the spotlight—over 10,000 AI agents were spun up in just three days. But what exactly is Agentforce, and how can your business harness its power? In this on‑demand webinar, Shrey and Vishwajeet Srivastava pull back the curtain on Salesforce’s newest AI agent platform, showing you step‑by‑step how to design, deploy, and manage intelligent agents that automate complex workflows across sales, service, HR, and more. Gone are the days of one‑size‑fits‑all chatbots. Agentforce gives you a no‑code Agent Builder, a robust Atlas reasoning engine, and an enterprise‑grade trust layer—so you can create AI assistants customized to your unique processes in minutes, not months. Whether you need an agent to triage support tickets, generate quotes, or orchestrate multi‑step approvals, this session arms you with the best practices and insider tips to get started fast. What You’ll Learn Agentforce Fundamentals Agent Builder: Drag‑and‑drop canvas for designing agent conversations and actions. Atlas Reasoning: How the AI brain ingests data, makes decisions, and calls external systems. Trust Layer: Security, compliance, and audit trails built into every agent. Agentforce vs. Copilot Understand the differences: Copilot as an assistant embedded in apps; Agentforce as fully autonomous, customizable agents. When to choose Agentforce for end‑to‑end process automation. Industry Use Cases Sales Ops: Auto‑generate proposals, update CRM records, and notify reps in real time. Customer Service: Intelligent ticket routing, SLA monitoring, and automated resolution suggestions. HR & IT: Employee onboarding bots, policy lookup agents, and automated ticket escalations. Key Features & Capabilities Pre‑built templates vs. custom agent workflows Multi‑modal inputs: text, voice, and structured forms Analytics dashboard for monitoring agent performance and ROI Myth‑Busting “AI agents require coding expertise”—debunked with live no‑code demos. “Security risks are too high”—see how the Trust Layer enforces data governance. Live Demo Watch Shrey and Vishwajeet build an Agentforce bot that handles low‑stock alerts: it monitors inventory, creates purchase orders, and notifies procurement—all inside Salesforce. Peek at upcoming Agentforce features and roadmap highlights. Missed the live event? Stream the recording now or download the deck to access hands‑on tutorials, configuration checklists, and deployment templates. 🔗 Watch & Download: https://www.youtube.com/live/0HiEmUKT0wY
Everything You Need to Know About Agentforce? (Put AI Agents to Work)
- 1. Everything You Need To Know About LIVE WEBINAR
- 4. SPEAKERS Meet Our Speakers Vishwajeet Srivastava CTO, Cyntexa Chakshuv Khurana Growth Strategist, Cyntexa
- 5. TODAY’S AGENDA 01 02 03 04 05 06 07 08 09 10 11 History of Salesforce’s AI Introduction to agentforce How agentforce is replacing copilot? industries that are benefited by agentforce Features And Capabilities Of Agentforce types of agents agentforce: breaking the myth Live demo of Agentforce how businesses are leveraging agentforce how to choose the right implementation partner? question & answer session
- 6. History Of Salesforce’s AI
- 7. The Three Waves of Salesforce’s AI Predictive AI Imagine an era where businesses are able to predict their customer’s needs before they arise. This is precisely what Predictive AI represents as a quintessence. Salesforce, by sifting data from the past, gives companies some room to predict how things shall be done in the near future and even more so how customers shall act afterwards. Sales teams can pick high- value leads and use that according to their needs, thus improving conversion rates. Users get real-time data informing action, thus making decisions much more strategic and effective. 2015-2016
- 8. Copilots This is the age of Copilots, intelligent assistants to enhance productivity. Imagine a virtual companion who knows what you want or need, it can get things done for you by simple commands in conversation. Using tools like Einstein Copilot, one can talk along naturally and easily request pieces of information or execute tasks. These copilots perform day-to-day activities for the teams auto-publish such mundane actions like composing emails or summarizing customer interactions that can be emancipated to focus on what matters-strategic initiatives. More to this, business environments can tailor these copilots to suit unique workflows hence ensuring a more customized experience and keeping users off the grip. 2023
- 9. Agents Agents, the next horizon of customer service automation. Imagine an intelligent support system which provides real-time personalized responses to all the customer’s queries. These agents are powered by machine learning, based on historical case data and customer profiles, hence providing immediate and accurate solutions. They ensure that all interactions through a number of Salesforce applications are guided with an understanding of the entire history and preferences of the customer. The AI- driven agents thus enhance efficiency overall with an exceptional customer experience while helping to automate routine tasks and provide actionable insights. 2024
- 10. Robotics Artificial General Intelligence The 3rd wave of AI is Agents Personalized A.I Agents Are Here. Is the World Ready For Them? The NewYork Times Predictive Copilots How Waymo outlasted the competition and made robo-taxis a real business FORTUNE Wave 1 Wave 2 Wave 4 Wave 5
- 12. What is Agentforce is a set of tools to create and customize agents as well as a suite of agents that will enable you to extend your teams to get work done faster. We have agents for many common jobs across the Customer 360, like building pipeline, case deflection, and coaching sales teams. Agentforce Agents can all be customized within the Agent Studio. Where you build, manage, deploy, and measure the efficacy of all of the agents you have within your business. Agent Studio has a powerful set of tools that can invoke various platform elements you have already built prompts, workflows, and Apex.
- 13. Agentforce Build and customize autonomous agents to scale your workspace Deploy agents fast with templates Spin up pre-built, autonomous agents to execute specialized tasks for sales, service, marketing, commerce and more Configure agents with low code tools Use clicks and natural language instructions to design agents that understand your brand Proactively help every customer and employee Operate 24/7, providing instant, accurate and helpful conversational AI experiences to your customers & employees Agent Builder Sales Development Representative Sales Coach Service Agent
- 14. Only Brings Together Brings Together + Agents + Data + CRM Agentforce Custom apps & agents Omnichannel User Interface Einstein AI & Models Security & Privacy Salesforce Platform Flow Automation Analytics Mulesoft Integration 130% YoY Customer Growth R 2.3 quadrillion records in the second quarter ‘24
- 15. Trust The 5 Attributes Of An Agent What job should they do What They can access what capabilities do they have why shouldn’t they do where do they work Role Data Actions Guardrails Channels
- 16. Prompt Builder Agent Builder Model Builder End to End Encryption Data Residency Compliance Net Zero Salesforce Trusted AI Architecture Apps & Embedded AI Agentforce AI Tools & Builders Einstein Trust Layer Model Ecosystem Your Lake Salesforce Data External Data Structured & Unstructured Unified Profiles Vector Database Data Cloud Hyperforce Sales Service Marketing Commerce Tableau Industries RAG, Semantic Search Monitoring, Governance Secure Data Retrieval Dynamic Grounding Data Masking Toxicity Detection Audit Trail, Feedback Zero Data Retention Salesforce Provided Models Your Models or LLMS Autonomous Agents Assistive Agents Topics & Actions Reasoning Engine Agent Guardrails Einstein AI Unified Metadata F rame w ork
- 18. How Data Cloud works its magic Data Sources Connect Harmonize Analyze & Predict Unify Act S i n gle Source of Tru t h Batch and Streaming Ingestion Scale Data CRM Data 1P Data 3P Cloud Storage Any Device APIs & SDKS Mulesoft Data Models Analytics and Insights Business Intelligence Apps and Actions Flows Activations Al Predictions Customer Graph
- 19. 1 2 Components Of Agentforce Einstein Trust Layer Atlas Reasoning Engine
- 20. Einstein Trust layer The Einstein Trust Layer is a robust set of features which 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.
- 21. Model Response Dynamic Grounding Secure Data Retrieval Prompt Prompt Defense Zero Data Retention Data Demasking Audit trail Data Masking Toxicity Detection CRM Apps Secure Gateway Bring your own models, your own infrastructure External models with Shared Trust Boundary Einstein Trust Layer Hosted models in Salesforce Trust Boundary Customer, company, and outcome data
- 22. Atlas Reasoning Engine The Atlas Reasoning Engine serves as the core of each Agentforce agent, enabling them to plan, evaluate, refine, and automate actions based on the context of their tasks. This engine enhances the agent’s ability to understand user queries and respond appropriately Retrieval Augmentation Generation (RAG): It’s an AI technique that enhances the capabilities of large language models (LLMs) by integrating real-time, relevant data from external sources. It allows AI systems to retrieve specific information from a database, which helps in generating more accurate and contextually relevant responses.
- 24. Agentforce Is Trusted & Accurate With Data Cloud Unstructured Sub-second real time action across the Customer 360 Data Cloud Actions Audio Data Video Data Structured Zero Copy Atlas Reasoning Engine Agent 200+ New Data Connectors Trust Layer and Guardrails AI Retrieve Refine Evaluate Plan
- 25. Creating Topics Natural Language Instructions Action Libraries Specify the subject matter the agent will handle. Provide clear guidance on how the agent should respond. Develop a collection of actions the agent can execute. Agent Builder The Agent Builder (Formerly Copilot Builder ) is a low-code platform that allows users to create and customize AI agents tailored to specific roles and industries. It leverages existing Salesforce tools such as Flows, prompt templates, Apex, and APIs for configuration. Users can define tasks for agents by:
- 26. The Fundamental Building Blocks Of Agentforce Define jobs to be done with Give each topic specific Create and assign intelligent Instructions Topics Actions Order Management Lookup Order Status Generate A Return Label Answer Questions With Knowledge Always offer to look up order status using either order number or email Always lookup return status before getting a return labe As a first step before processing a return, educate the customer on process using knowledge articles Repairs General FAQ
- 27. Agentforce Partner Network Partners can build and distribute new agent actions and templates Customers can access these extensions via Salesforce’s AppExchange The network aims to provide a vast catalog of ready-to-deploy partner agents, few of them are : : Generate partnership document, route for signature, and track doc and signature status. Assemble compliant training materials for life sciences workers based on complex regulatory standards. Identify candidates based on job needs and schedule interviews with top prospects. Docusign Honeywell: Asymbl: The Agentforce Partner Network is as an open ecosystem where various partners can contribute to the development of AI agents. These agents can perform complex tasks by integrating actions across multiple systems, thereby facilitating a wide range of business functions Key Features:-
- 28. Extend With Partner Network Agentforce Zero Copy Data Partner Agents Customer Success Agent Quality Agent Employee Service Agent Industry Agents NEW Agent Actions NEW
- 29. Prompt Builder Prompt Builder enables users to create and test prompts that dynamically incorporate CRM data. It retrieves relevant information using Flows, Apex, and MuleSoft, allowing for tailored responses based on customer context. Users can test outputs in the Playground before sending them to the large language model (LLM) Prompt Builder is the first low-code prompt management Additionally, salesforce has announced 100+ industry-specific prompts that help user to build agents very fast and accurately
- 30. Introducing Prompt Builder Supercharge every workflow with trusted AI prompts Create and manage trusted AI prompts Ground prompts with dynamic CRM data Enable prompted actions across the Customer 360 Email Generation Field Generation Supported Prompt Types
- 31. Lifecycle of a Prompt within Salesforce Create prompt templates Design reusable prompts that return a consistent result from Gen AI LLMS Test and refine prompt templates Secure by Einstein Trust Layer Select your LLM per template Version control 01 Ground with your data Improve the performance of your prompt templates CRM Data Prompt Flows Data Cloud 02 Embed in workflows Call prompt templates to supercharge productivity within the flow of work Sales Emails OOTB Templates Field Generations Custom Templates 03 Combine Prompts with Actions Invoke as an action type within Copilot to take actions beyond generated results 04
- 32. 100+ Industry-specific prompts for Agentforce Announcing Automative Media Nonprofit Account summary opportunity summary account competitive summary market analysis summary rFP management Vehicle Telemetry Summary vehicle service and warrenty summary driver profile summary driver interaction summary asset warrenty summary sales agreement summary program and benefits summary majot donor engagement summary board version of application funding award summary Programs Notes Summary grantmaking notices summary fundraising notes summary major gift proposal Consumer Goods Communications Financial Services billing anomaly summary data consumption summary call usage summary running balance summary serviceability analysis customer needs analysis customer needs summary product recommendation competitive pricing & promotion analysis personalized offer generation offer margin analysis service level objective analysis upsell recommendation & activation account summary upsell recommendations account health assessment inventory check client financial plan and goal summary complaint summary AI autofill complaint titles and descriptions business relationship plan interaction summary client relationship summary dispute acknoweledgement email dispute resolution email policyholder account summary insurance claim summary wealth client interaction summary asset allocation summary Energy & Utilities Education Healthcare & Life Sciences Recruiment inquiry and opportunity management intelligent question generator student summaries alumni engagement insights monitoring summaries skills recommendation energy account service & interaction overview customer interaction summary energy account service case summary service chat summaries billing summary bill history insights rate and usage insights post work summary clean energy program recommendations patient medical history patient medication summary patient pre-call summary healthcare provider summary patient email generation insurance benefit summary patient assessment generation patient benefits summary program outcome summary call script generation candidate auto matching Manufacturing Net Zero Public Sector eSG report accuracy assessment ESG Disclosure report generation ESG disclosure response refinement ESG disclosure draft generation Emissions categorization emissions factor to procurement item association information Library snippet Refinement sales agreement summary asset service summary asset telemetry summary forecast summary interaction summary prior violation report license compliance summary application history overview application version comparison document-based digital assessment builder
- 33. Model Builder Amazon SageMaker BYOM Google Vertex AI BYOM Databricks BYOM No-code ML model creation OpenAI BYOLLM Azure OpenAI BYOLLM Bring your own predictive AI Models Bring your own LLMs to the Einstein Trust Layer Create no-code ML models on Data Cloud Data With Clicks Manage AI Models from a unified control plane Activate in the flow of work Lightning App Builder Analytics Flow Automation Data Export, SQL, SOQL, REST APIs The Model Builder serves as a control plane for integrating custom AI models into Salesforce. It enables users to bring in their own large language models (LLMs) or utilize Salesforce's proprietary models.
- 34. Einstein Bot vs Copilot vs Agentforce Best suited for simple, repetitive tasks within a narrow focus. Best for assisting users with simpler tasks; limited to specific workflows. Task Complexity Task Complexity Autonomy Feature/Aspect Use Case Best suited for simple, repetitive tasks within a narrow focus. Dependent on pre-defined scripts and requires human intervention for handling complex scenarios. Einstein Bots Primarily designed for customer service applications and basic information retrieval tasks. Best for assisting users with basic tasks; limited to specific workflows. Operates with human oversight; requires user prompts for actions. Copilot Focused on enhancing user productivity within Salesforce applications. Expertly manages multi-step, intricate tasks across various business areas. Operates independently with high autonomy, capable of making decisions and executing actions without human input. Agentforce Versatile enough to handle a broad spectrum of complex business processes across departments.
- 35. Natural Language Processing Intelligence Relies on basic NLP techniques focused on keyword matching and simple intent recognition. Utilizes basic AI models focused on pattern recognition and scripted responses. Basic NLP for assisting users and can take decisions from selective context. Utilizes generative AI (Einstein GPT) to generate responses and automate tasks based on company data. Employs advanced NLP to accurately understand context and have the ability to use reasoning from the whole topic/context. Leverages cutting-edge AI powered by the Atlas Reasoning Engine for better reasoning power and more organised automated actions for sophisticated problem- solving capabilities. Data Handling Limited to static, predefined data sets, restricting adaptability. Accesses Salesforce data but lacks real-time adaptability. Accesses and analyzes real-time data from multiple sources for comprehensive insights. Learning Capability Limited learning abilities; requires manual updates for improvements. Limited learning capabilities; relies on manual updates for improvements. Continuously learns and adapts based on interactions, improving over time.
- 36. Customization Provides a basic bot-building interface with limited customization capabilities. Offers customizable features tailored to specific needs to through Copilot Builder, with limited external templates available. Agentforce provides an Agent Builder that is a low-code platform that helps in modifying agents without extensive technical knowledge. Scalability Scalable primarily for external customer interactions; while it can manage multiple simple queries, it may struggle with internal complexities or high volumes of requests due to its reliance on predefined scripts. Scalable mainly within Salesforce applications; enhances internal productivity by managing tasks efficiently but is not designed for direct website integration or external customer-facing interactions. Offers customizable features tailored to specific needs through Copilot Builder, with limited external templates available. Integration Integrated with Salesforce but has fewer options for third- party integrations. Integrated primarily within Salesforce, with limited third- party options available. Seamlessly connects with the Salesforce ecosystem and a wide range of third-party systems for flexibility.
- 37. Agentforce doesn’t just assist. It takes action. Chatbots Copilots Fixed Rules & Repetitive Tasks Smart, tailored assistance Knows your business Plans & reasons Takes Action Scales Hey Einstein, can you tell me about this order? The tracking number is GH789AKM and it will arrive by 10/23
- 39. Autonomy Actionability Copilot Copilot requires more human intervention for tasks, which can slow down workflows and reduce efficiency. Example: A customer service representative might need to manually intervene to clarify a customer query that Copilot misinterprets. Copilot Primarily focused on content generation, which may not always translate into actionable insights or tasks. Example: While Copilot can generate a report, it may not suggest next steps based on the report’s findings. Agentforce Agentforce executes tasks autonomously without human input, enhancing operational efficiency and allowing teams to focus on more complex issues. Example: Agentforce can automatically respond to frequently asked questions about product returns without needing a human to step in.
- 40. Agentforce Capable of summarizing, generating content, and taking actions based on user input, making it more effective in driving outcomes. Example: Agentforce can generate a sales report and automatically schedule follow-up meetings based on the results. Real-Time Data Access Copilot Limited to pre-existing data without real-time updates, which can result in outdated information being used for decision-making. Example: If a sales report is generated based on last month's data, it may not reflect current inventory levels. Agentforce Integrates with Salesforce Data Cloud for real-time information retrieval, ensuring decisions are based on the latest data. Example: Agentforce can pull current customer data during interactions, providing up-to-date insights for personalized service.
- 41. Customization Natural Language Understanding Copilot Offers limited customization options, which may not fully meet specific business needs. Example: Businesses might find it challenging to adapt Copilot’s responses to fit their brand voice. Copilot Utilizes basic keyword recognition without deep understanding, leading to potential misinterpretations of user intent. Example: If a user asks about "shipping delays," Copilot might misinterpret this as a request for general shipping information rather than specific delays. Agentforce Provides extensive customization options for businesses to tailor agents to their unique requirements. Example: A company can customize Agentforce to use specific terminology and branding in its customer interactions.
- 42. Agentforce Features advanced NLP capabilities that better understand user intent and context, resulting in more accurate responses. Example: Agentforce can accurately identify that "shipping delays" refers to a specific order and provide relevant tracking information.
- 43. Live demo of Agentforce Watch Now
- 45. Industries that will be benefited by Agentforce
- 46. Banking, Financial Services, and Insurance (BFSI) 1 Complex Loan Processing Investment Portfolio Management Problem Clients require constant updates and insights on their investments, which can be resource-intensive for advisors. Problem Lengthy and complicated loan application processes lead to customer frustration. Solution Agentforce can provide personalized investment insights and portfolio updates through automated agents, ensuring clients receive timely information without overburdening advisors. Solution Banking Agentforce can automate document collection and verification, significantly reducing the time taken for loan approvals and enhancing the customer experience.
- 47. Risk Assessment Challenges Problem Manual risk assessment processes are slow and prone to errors. Solution Agentforce can integrate AI-driven analytics to automate risk assessments, allowing for real-time evaluations based on up-to-date market data.
- 48. Health Care 2 Patient Follow-Up Compliance Referral Management Problem Inefficient referral processes lead to delays in patient care. Problem Patients often forget to follow up on treatment plans or medication schedules, impacting health outcomes. Solution Agentforce can automate the referral process by tracking patient referrals and providing status updates to both patients and healthcare providers, streamlining communication. Solution Agentforce can send automated reminders via SMS or email, ensuring patients adhere to their follow-up appointments and medication schedules.
- 49. Telehealth Integration Problem Patients face difficulties navigating telehealth services, leading to missed consultations. Solution Agentforce can assist patients in scheduling telehealth appointments and provide guidance on using telehealth platforms, enhancing accessibility.
- 50. Retail 3 Customer Service Automation Personalized Marketing Campaigns Problem Traditional marketing methods often result in generic messages that fail to engage customers, leading to lower conversion rates. Without understanding customer preferences and behaviors, brands miss opportunities to boost sales and foster loyalty. Problem Customer inquiries 24/7 across various channels (e.g., chat, email, social media). Solution Agentforce can autonomously resolve common issues such as order tracking, returns, and product information without human intervention. Solution Agentforce's Campaign Optimizer addresses this challenge by automating the lifecycle of marketing campaigns. By analyzing customer data, the agent generates personalized marketing messages tailored to individual preferences and behaviors.
- 51. Non Profit 4 Donor Engagement Automation of Administrative Tasks Problem Maintaining personalized communication with donors is crucial for donor retention but can be overwhelming due to high volumes of inquiries and varying donor needs. Problem Non-profits spend significant time on repetitive tasks such as data entry, donation processing, and reporting. Solution With its real-time data access, Agentforce can personalize donor interactions by analyzing past contributions and preferences. This enables non-profits to tailor communications and engagement strategies effectively. Solution Agentforce can automate these tasks, allowing staff to focus on mission-critical activities. For example, it can handle donation acknowledgments and generate reports automatically, reducing manual workload.
- 52. Telecommunications 5 Service Plan Confusion Network Outage Reporting Problem Customers frequently report network outages manually, leading to delays in resolution. Problem Customers often find it difficult to understand the details of their service plans, leading to dissatisfaction. Solution Agentforce can provide clear explanations of service plans through interactive chat interfaces, helping customers make informed decisions about upgrades or changes. Solution Agentforce can automatically detect outages using AI algorithms and proactively inform affected customers while providing estimated resolution times.
- 53. E-commerce 6 Personalized Shopping Experiences Customer Loyalty Program Engagement Problem Many customers are unaware of loyalty program benefits or how to redeem them effectively. Even after connecting with the traditional bot, they did not receive a satisfactory solution. Problem Generic recommendations lead to low conversion rates in e-commerce stores. Solution Agentforce utilizes machine learning algorithms to analyze user behavior and deliver highly personalized product recommendations in real time. Solution Agentforce will effectively track the loyalty program and proactively engage customers' inquiries about loyalty rewards through a personalized message tone, which will directly increase retention rates.
- 54. Feature and Capabilities of Agentforce
- 55. Features & Capabilities Guardrails Setup Data Integration Multi-Language Support Integration with Data Cloud Low-Code tools for Customization and Deployment Channel Selection Data Utilization Highly Customizable Real-Time Data Access & Adaptation Autonomous operation with customized guardrails Cross-Platform Integration Atlas Reasoning Engine
- 56. Generative AI Retrieval-Augmented Generation (RAG) Contextual Understanding Process Optimization Enhances Customer Support Advanced Data Analysis Personalized Customer Experiences Automation Of Routine Tasks Targeted Marketing Risk Assessment
- 57. Types of Agents
- 58. Service Agent (Resolve customer inquiries 24X7) 1 Agentforce Service Agents engage customers autonomously across channels 24/7 in natural language. They resolve cases swiftly and accurately because every answer is grounded in trusted data. Set your Service Agent up in minutes using prebuilt templates, or customize fast with low-code. Define clear security guardrails and when to seamlessly escalate to human employees.
- 59. Sales Development Representative Agent (Engage with prospects 24X7) 2 Agentforce SDRs autonomously answer product questions, handle objects, and book meetings for sales reps. They act and respond accurately, with responses grounded in your business data. You decide how often, which channels, and when your agent will engage before briefing sellers for handoff. It can meet leads on their preferred channels, like SMS or WhatsApp, in any language. Agentforce SDRs autonomously answer product questions, handle objects, and book meetings for sales reps. They act and respond accurately, with responses grounded in your business data. You decide how often, which channels, and when your agent will engage before briefing sellers for handoff. It can meet leads on their preferred channels, like SMS or WhatsApp, in any language.
- 60. Sales Coach Agent (Provide personalised sales role-plays) 3 With a Sales Coach Agent, you can practice pitching, handling objections, and negotiation with realistic role-plays tailored to each deal. Get consistent feedback on seller strengths, areas for improvement, and actionable steps to advance deals, all grounded in CRM data. Then, easily assess ROI by analysing win/loss rates of deals, with or without coaching.
- 61. Engage shoppers with a personal assistant. Power personalized conversations directly on your commerce site or in a preferred messaging app, like WhatsApp. Help shoppers find products and make purchases faster by guiding search queries and personalizing product recommendations. Personal Shopper Agent (Offer personalized product recommendations) 4
- 62. Campaign Agent (Create and optimize campaigns end-to-end. ) 5 Build better campaigns faster. With Agentforce Campaigns, marketers can save time with a trusted Agent to help generate a campaign brief, target audience segment, and content, and even build a customer journey in Flow. And because an Agent never sleeps, it will continually analyse performance against KPIs and proactively recommend improvements.
- 63. Custom agents can be designed according to your business requirements and specific business model, ensuring a more engaging experience for users Custom agents help to address all the challenges businesses are facing and can be designed accordingly to solve them Custom agents can be integrated with existing systems and APIs, facilitating seamless data exchange and enhancing overall functionality. Custom Agents 6
- 64. Banking Agent Healthcare Agent Retail Agent Operations Agent Finance Agent IT Agent Analytics Agent CX Agent Other Agents
- 66. To use Agentforce I need to hire a technical team for maintaining and monitoring of the processes as it is highly technical and seems very hard for a non-technical business user? As a business owner I only want to use Agentforce. Is it necessary to have Data Cloud? As a business owner if I use Agentforce I do not need any human to interact with the end customer? Agentforce can only operate in one language. As Agentforce uses AI my customer data is at risk. As a business owner, I understand that Agentforce can only help me in customer services, not in any other task ? MYTHS
- 67. Is it accurate that Agentforce only supports text data and does not accommodate images? If so, how might this limitation impact our operations and data processing needs? As a business owner, I’d like to know: is Agentforce limited to running on Salesforce products like Communities and eCommerce websites, or does it offer compatibility with other systems? As a business owner, do i need to use all salesforce products like sales, service, marketing and many other clouds in order to leverage Agentforce ? Agentforce is not suitable for smaller businesses is it true? MYTHS
- 68. How Businesses are Leveraging Agentforce?
- 69. Wyndham Wyndham’s Business Challenges :- Fragmented Data : Wyndham's information was spread across different systems, leading to inconsistent guest experiences and challenges in accessing complete guest data Operational Efficiency : New hotels struggled to operate efficiently from day one due to outdated technology and processes Personalization : Providing a consistent and personalized guest experience across different properties was challenging, impacting customer satisfaction and loyalty. Wyndham Hotels & Resorts, Inc., is an American hospitality company based in Parsippany, New Jersey, United States. It is the world's largest hotel franchisor by the number of properties, with approximately 9,200 hotels across over 95 countries.
- 70. AgentForce played a pivotal role in addressing Wyndham's challenges by implementing a unified data solution that integrates various operational systems into a single interface. Enhanced Guest Experience : Wyndham Resorts is utilizing Agentforce to harmonize data across its various systems, which allows staff to access comprehensive guest information seamlessly. This integration is crucial for managing over 400 million bookings annually, ensuring that guest interactions are personalized and efficient Reduction in Call Resolution Time : By implementing Agentforce alongside Salesforce’s Data Cloud, Wyndham anticipates a 30% decrease in call resolution time, enhancing the overall customer experience. This streamlined approach not only improves response times but also helps maintain high service standards across all guest interactions Real-Time Data Access: By leveraging tools like Salesforce Data Cloud and MuleSoft, AgentForce facilitated real-time data access, ensuring that agents can provide accurate information and services promptly.
- 71. Wiley John Wiley & Sons, Inc., commonly known as Wiley, is an American multinational publishing company headquartered in Hoboken, New Jersey with over 7,000 colleagues worldwide and operating in more than 22 countries that focuses on academic publishing and instructional materials A trusted leader in research and learning, With over 200 years of experience in publishing, Wiley continues to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Wiley’s Business Challenge Increased Service Requests : Each new semester sees a surge in service requests from thousands of students, necessitating greater efficiency in customer service to maintain positive experiences Agent Efficiency : The need for customer service agents to handle a higher volume of inquiries without compromising quality is critical during peak times Complex Case Management : Human agents often become bogged down with routine inquiries, leaving less time for addressing more complex cases
- 72. Wiley’s Use of Agentforce :- Increased Case Resolution : Wiley has reported a 40-50% increase in case resolution since deploying Agentforce. This improvement is due to the platform's ability to handle everyday questions well, which lets human agents focus on more complicated issues. Kevin Quigley, Senior Manager at Wiley, noted that the implementation coincided with their peak back-to-school season, showcasing the platform's impact during high-demand periods Faster Onboarding : The platform enables Wiley to onboard seasonal agents 50% faster, streamlining the training process through AI-generated responses and context-driven support Dynamic Self-Service : Agentforce enables Wiley to provide customers with dynamic, conversational self-service. It utilizes Wiley's existing knowledge base integrated within Salesforce to resolve common issues such as account access and payment triage automatically, improving overall customer satisfaction.
- 73. How To Choose The Right Implementation Partner?
- 74. Opt for a partner with a solid history of successful implementations of Salesforce in your sector, showcasing their understanding of industry-specific nuances. Industry Know-How Ensure the partner is an official Salesforce partner having expertise in relevant technologies. Certified Professionals Opt for a partner with a thorough grasp of Salesforce– someone who knows the ins and outs of its architecture, capabilities, and features. Technical Savvy Assess the partner's capability to tailor Agentforce to align with your unique requirements and seamlessly integrate it with existing systems. Tailoring and Integration Evaluate your partner's approach to project management, timelines, and their adeptness in navigating project risks and adapting to changes as needed. Project Management Confirm the partner's commitment to providing ongoing support and maintenance post-implementation, ensuring a sustainable and successful partnership. Post Implementation
- 75. Question & Answer Session Got Any Queries? We’re Here To Answer All Of Them!
- 76. Scan The QR Code at Join
- 78. Thank you! Get in touch with us! cyntexa.com hello@cyntexa.com +1 628 262 4010