Agentforce FAQ: Everything you need to know about Salesforce's autonomous AI solution.

In an environment where customer service and internal support are becoming more and more demanding, Agentforce presents itself as a revolutionary solution from Salesforce.

This AI-powered autonomous agent system enables companies to automate key tasks, optimize the customer experience and provide 24/7 support.

In this guide, we present everything you need to know about Agentforce so you can decide how to integrate it into your company.

‍

Frequently Asked Questions about Agentforce

‍

1. What is an Agentforce agent?
‍ ‍

An Agentforce agent is an autonomous and proactive application designed to provide specialized and constant support to both employees and customers. It is equipped with the necessary company knowledge and performs specific tasks according to its role.

‍

What is the role of an agent in Agentforce?

An agent' s role defines his or her purpose within your team, setting out the tasks to be performed and the objectives to be achieved. This allows the agent to focus on key functions to improve business results.

‍

What does "reliable data" mean for an agent?

‍

Reliable data is the information the agent needs to execute their role, such as company knowledge articles, CRM data, external information via Data Cloud, public websites, and more.

‍

‍

4. What actions can an Agentforce agent perform?

‍

Actions are predefined tasks that an agent can execute based on a specific trigger or instruction, such as executing a flow, a response template, or a specific action .

This enables the agent to be effective and capable of performing high-value tasks.

‍

5. What are the "guardrails" or limitations of an agent?

Guardrails define what an agent can and cannot do. This includes natural language instructions to escalate cases to a human or use security features built into the Einstein Trust Layer.

‍

In which channels does an Agentforce agent operate?

Agents can work across multiple channels, such as websites, CRM, mobile apps, Slack , among others. This allows for seamless interaction with customers and employees at multiple touch points.

‍

‍

7. How do service agents resolve customer inquiries 24/7?

Agentforce service agents respond to customer inquiries autonomously, using reliable data to ensure accurate responses. These agents can be set up in minutes using predefined templates or easily customized with low-code tools.

‍

8. How do agents interact with prospects?

‍

Agentforce SDR agents answer product inquiries, manage objects and schedule meetings with precision. They can act on a variety of channels, such as SMS or WhatsApp, and in any language, preparing prospects for an effective transition to the sales team.

‍

9. How do agents help in sales training?

Sales Coach agents at Agentforce allow you to practice sales presentations, handle objections and negotiate with realistic simulations. They provide constant feedback on sales skills and success rate analysis to improve performance.

‍

How is agent data managed in Agentforce?

Thanks to the Data Cloud, Agentforce agents can access the data needed for a dynamic and personalized experience, enabling scalability and security. This ensures that agents are aware of business processes and act according to customer and business needs.

‍

Conclusion

‍

Agentforce offers companies the ability to improve customer service and experience, optimize internal processes and increase team productivity.

If you are looking to implement advanced AI solutions that complement human work and improve business results, Orange Digital is here to help you every step of the way in implementing Agentforce.

‍

Transform your customer service with Orange Digital and Agentforce!

Contact our team and find out how Agentforce can drive your company's growth.

‍