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Agentforce Frequently Asked Questions

AI Agents are autonomous, proactive applications designed to execute specialized tasks to help employees and customers. Agents use large language models (LLMs) to analyze and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.

These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data Cloud, and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.

Businesses can build agents with Agent Builder using existing Salesforce Platform tools to create standard and custom topics and actions. You can use prompts grounded in trusted enterprise data. You can use Flows to create automations across any system. You can use MuleSoft API connectors to connect Agents to any system. And last, you can use your Apex & Javascript to create the custom code and business logic for your Agent.

Businesses can create an agent for any role, any industry and to solve any use case. With Agentforce, it's ready to spin up out-of-the-box agents across service, sales, marketing, commerce, and more.

  • Service Agent replaces traditional chatbots with AI that can handle a wide range of service issues without preprogrammed scenarios, improving customer service efficiency.
  • Sales Development Representative (SDR) engages with prospects 24/7, answering questions, managing objections, and scheduling meetings based on CRM and external data, allowing your sellers to focus on building deeper customer relationships.
  • Sales Coach provides personalized role-play sessions for your sales team, using Salesforce data and generative AI to help sellers practice pitches and objections tailored to specific deals.
  • Merchandiser assists your ecommerce merchandisers with site setup, goal setting, personalized promotions, product descriptions, and data-driven insights, simplifying daily tasks.
  • Buyer Agent enhances the B2B buying experience, helping your buyers find products, make purchases, and track orders via chat or within sales portals. Personal Shopper acts as a digital concierge on your ecommerce sites or messaging apps, offering personalized product recommendations and assisting with search queries.
  • Campaign Optimizer automates the full campaign lifecycle, using AI to analyze, generate, personalize, and optimize marketing campaigns based on business goals.
  • Agentforce (formerly Agentforce Assistant) supports employees in the flow of their work with specific tasks by searching for data, creating action plans, and executing them to increase workplace efficiency.

Einstein is natively embedded into the Salesforce Platform and leverages data from CRM and external applications to provide insights, predictions, and generated content directly in the flow of work.

An AI agent builder is a platform for building and customizing AI agents. With Agentforce, our low-code Agent Builder that makes it easy to customize out-of-the-box agents or build new agents for any role, any industry, or any use case using existing tools like Flows, Prompts, Apex, and MuleSoft APIs to configure their agents. Using Agent Builder, businesses can create a job to be done for their agent by defining topics, writing natural language instructions within that topic, and creating a library of actions for it to choose from. Users can also easily observe an agent’s plan of action and test their responses in Agent Builder.

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key value
oblroi_copy__total_savings Total Savings
oblroi_copy__roi_analysis ROI Analysis
oblroi_copy__year1 Year 1
oblroi_copy__year2 Year 2
oblroi_copy__year3 Year 3
oblroi_copy__total Total
oblroi_copy__want_to_learn_more Want to learn more?
oblroi_copy__contact_detail Get in touch with an expert Agentforce account executive to explore how Agentforce can help reach your goals.
oblroi_copy__contact_prefix Contact us
oblroi_copy__team_size Team Size:
oblroi_copy__daily_workload Daily Workload:
oblroi_copy__shift_to_agentforce Shift to Agentforce:
oblroi_copy__employee_costs Employee Costs:
oblroi_copy__subheader Your ROI Analysis: Unlocking Your Business Potential
oblroi_copy__cover_header ROI Calculator Analysis
oblroi_copy__cover_total_savings_header Your Total Savings:
oblroi_copy__cover_paragraph Now that you've calculated your ROI, let's get you started with Agentforce. The precision of AI agents and humans together can help you reach new levels of operational efficiency and drive meaningful business growth
oblroi_copy__cover_outro_header Ready to take the next step?
oblroi_copy__cover_outro_detail Get in touch with an expert Agentforce account executive to explore how Agentforce can help reach your goals.
oblroi_service_header Service Agent Analysis
oblroi_service_savings_prefix Your Service Agent Savings:
oblroi_service_legal_note1 * Includes human costs and licensing costs for Agentforce.
oblroi_service_legal_note2 All calculations include the license cost even if no conversations are shifted to Agentforce.
oblroi_service_inactive_header Save more by activating your Customer Support Agent!
oblroi_service_inactive_paragraph Discover how Agentforce Service Agent can transform your customer service operations. Enable this calculator to see your potential savings.
oblroi_service_inactive_intro Engage customers autonomously to drive efficiency for customer support with Agentforce.
oblroi_service_inactive_point1 Support customers across channels 24/7 using natural responses
oblroi_service_inactive_point2 Resolve cases with speed and accuracy by grounding every answer in trusted data
oblroi_service_inactive_point3 Define clear security guardrails and seamlessly escalate interactions to human support reps
oblroi_service_agent_transition With pdf_percent% of support conversations transitioned to Agentforce over the next 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks.
oblroi_service_agent_workload Each customer service employee currently handles pdf_count conversations per day.
oblroi_service_agent_employees pdf_count customer service employees
oblroi_service_agent_costs At an average of pdf_cost per service employee annually, your team's operational cost is pdf_total per year
oblroi_salescoach_header Sales Coach Agent Analysis
oblroi_salescoach_savings_prefix Your Sales Coach Agent Savings:
oblroi_salescoach_legal_note2 Assumes a 40-hour workweek and 50 working weeks per year. Projected improvements are ramped at 49% in year one, 70% in year two and 100% in year three.
oblroi_salescoach_inactive_header Save more by activating your Sales Coach Agent!
oblroi_salescoach_inactive_paragraph Discover how Agentforce Sales Coach can transform your sales coaching operations. Enable this calculator to see your potential savings.
oblroi_salescoach_inactive_intro Drive productivity for sales managers through autonomous sales coaching with Agentforce.
oblroi_salescoach_inactive_point1 Scale coaching with autonomous role play facilitation based on deal stage to practice pitching, handing objections, and negotiation
oblroi_salescoach_inactive_point2 Get personalized feedback with insights, areas of improvement, and actionable next steps to advance deals grounded in CRM data
oblroi_salescoach_inactive_point3 Assess sales results with analysis of win/loss rates of deals with and without coaching
oblroi_salescoach_transition With pdf_percent% productivity improvement with Agentforce targeted over the next 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks.
oblroi_salescoach_workload Each rep currently spends pdf_percent% of their time per day on sales coaching and handles pdf_count conversations per week.
oblroi_salescoach_managers pdf_count sales managers
oblroi_salescoach_costs At an average of pdf_cost per manager annually, your team's operational cost is pdf_total per year.
oblroi_sdr_header Sales Development Agent Analysis
oblroi_sdr_savings_prefix Your Sales Development Agent Net Benefit:
oblroi_sdr_lead_details Lead details:
oblroi_sdr_legal_note1 Assumes a 40-hour workweek and 50 working weeks per year. Assumes a 25% improvement in sales rep productivity for time spent on lead prospecting and nurturing activities. Projected percentage of untouched leads that are prospected and nurtured with Agentforce are ramped at 28% in year one, 70% in year two and 100% in year three.
oblroi_sdr_inactive_header Save more by activating your Sales Development Agent!
oblroi_sdr_inactive_paragraph Discover how Agentforce SDR can transform your sales development representative operations. Enable this calculator to see your potential savings.
oblroi_sdr_inactive_intro Drive revenue through autonomous, 24/7 pipeline engagement of inbound leads with Agentforce.
oblroi_sdr_inactive_point1 Scale with autonomous outreach to answer product questions, handle objections and book meetings
oblroi_sdr_inactive_point2 Interact with customers across channels with relevant, personalized responses, all grounded in your sales and customer data
oblroi_sdr_inactive_point3 Seamless hand-off from agents to human sellers
oblroi_sdr_transition With pdf_percent% of inbound leads shifted to Agentforce over 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks.
oblroi_sdr_workload Each rep currently spends pdf_percent% of their time on Lead Prospecting and touches pdf_count leads per week, leaving pdf_unengaged unengaged leads per year.
oblroi_sdr_reps pdf_count sales development reps.
oblroi_sdr_lead_conversion The current lead conversion rate for incremental lead volumes is pdf_percent% with an average deal size of pdf_dealSize. The opportunity closed-won rate is pdf_closeRate% and the gross margin is pdf_grossMargin%
oblroi_sdr_costs At an average of pdf_cost per SDR annually, your team's operational cost is pdf_total per year.
oblroi_field_service_assistant_header Scheduling Agent Analysis
oblroi_field_service_assistant_savings_prefix Your Scheduling Agent Net Benefit:
oblroi_field_service_assistant_lead_details Lead details:
oblroi_field_service_assistant_legal_note1 Assumes a 40-hour workweek and 50 working weeks per year. Assumes a 25% improvement in sales rep productivity for time spent on lead prospecting and nurturing activities. Projected percentage of untouched leads that are prospected and nurtured with assistantforce are ramped at 28% in year one, 70% in year two and 100% in year three.
oblroi_field_service_assistant_inactive_header Save more by activating your Scheduling Agent!
oblroi_field_service_assistant_inactive_paragraph Discover how Agentforce Scheduling Agent can automate scheduling and administrative tasks. Enable this calculator to see your potential savings.
oblroi_field_service_assistant_inactive_intro Autonomously schedule appointments with customers 24/7 on any channel.
oblroi_field_service_assistant_inactive_point1 Empower customers to schedule appointments 24/7 on any channel using natural language
oblroi_field_service_assistant_inactive_point2 Give dispatchers time back to focus on exceptions that arise and avoid whitespace in the schedule
oblroi_field_service_assistant_inactive_point3 Escalate to a dispatcher seamlessly when appointment needs require a human touch
oblroi_field_service_assistant_dispatchers pdf_count dispatchers
oblroi_field_service_assistant_workload Each dispatcher spends pdf_percent% of time scheduling appointments for an average of pdf_count appointments per year.
oblroi_field_service_assistant_transition With pdf_percent% of scheduling shifted to Agentforce over 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks.
oblroi_field_service_assistant_costs At an average of pdf_cost per dispatcher, your team's operational cost is pdf_total per year
oblroi_legal_header ROI Calculator Analysis
oblroi_legal_totalSavingsHeader Your Total Savings:
oblroi_legal_calc1_header Service Agent
oblroi_legal_calc1_text Calculation assumes 260 work days per year per service rep. The % of cases desired to shift to agents Year 3 are ramped evenly year over year, after assuming 1/2 of desired return Year 1.
oblroi_legal_calc2_header Sales Coach Agent
oblroi_legal_calc2_text Calculation assumes 40 hour work week and 50 weeks worked per year. The % of leads prospected and nurtured by agents desired Year 3 is ramped evenly year over year, after assuming 28% of desired return Year 1.
oblroi_legal_calc3_header Sales Development Agent
oblroi_legal_calc3_text Calculation assumes 40 hours worked per week, 50 weeks worked per year, and a US$100,000 average annual fully loaded salary of a sales rep manager. The productivity rate desired Year 3 is ramped evenly year over year, after assuming 1/2 of desired return Year 1.
oblroi_legal_calc4_header Scheduling Agent
oblroi_legal_calc4_text Calculation assumes US$70,000 average fully loaded salary of a dispatcher. The % increase in scheduling desired to shift to agents Year 3 are ramped evenly year over year, after assuming 60% of desired return Year 1. The desired amount of time spent scheduling appointments % in Year 3 is ramped evenly year over year, after assuming 1/2 of desired return Year 1.
oblroi_legal_all_header ---
oblroi_legal_paragraph The results of this tool are provided for illustrative purposes only to help you consider Agentforce as a business solution and should not be relied upon. Actual results may vary and are not a guarantee or commitment regarding any potential or actual financial results or other benefits you may achieve. Individual results depend on factors including but not limited to implementation practices, user adoption, configurations, business practices, market conditions, and external economic factors.

Initial benefits of Salesforce Agentforce achieved within weeks; full transition assumed to happen over three years.Salesforce licenses, Data Cloud credit cost, and implementation costs not included.The Flex Credits for Agentforce use are estimates.Actual Agentforce costs may vary based on architectural design, data requirements, and specific use case.

All calculations above done in US dollars unless otherwise noted.
oblroi_legal_outroHeader Ready to take the next step?
oblroi_legal_outroDetail Get in touch with an expert Agentforce account executive to explore how Agentforce can help reach your goals.
oblroi_download_pdf_button Download report

Results Table Copy

key row1 row2 row3 row4 flex
sales-coach-roi Productivity Benefits Agentforce Investment Net Benefit Estimated Flex Credits for Agentforce
field-service-back-roi Autonomous Scheduling Benefits Agentforce Investment Net Benefit Estimated Flex Credits for Agentforce
sdr-roi Productivity Benefits Qualified Leads Benefits Agentforce Investment Net Benefit Estimated Flex Credits for Agentforce
service-roi Productivity Benefits Agentforce Investment Net Benefit Estimated Flex Credits for Agentforce