Agentforce for Service provides 24/7 customer support across channels, resolving cases quickly with natural language responses based on trusted company data. Set your service agent up in minutes using prebuilt templates and actions, or customize fast with low-code.
Start with Service Cloud as your foundation (Enterprise, Unlimited, Performance, or Einstein 1 Edition), then add the product listed below to get started with Agentforce for Service.
Find out how much time and money you can save with a team of AI-powered agents working side by side with your employees and workforce. Just answer four simple questions to see what's possible with Agentforce.
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Deliver seamless, personalized conversational experiences across channels — at scale.
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Scale employee support and deliver easy-to-use experiences that employees love.
Streamline operations, boost profits, and increase happiness for your field team and customers.
Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.
From resources to embedded experts, get the right level of support and expert guidance for your business.
Professional Services and Salesforce Certified Partners provide services to get you started with data and ensure long-term success with AI. Depending on your unique business needs, engaging with either or both can maximize your ROI.
Realize value quickly and become self-sufficient with Salesforce.
Innovate and grow faster with pre-built apps and expertise on AppExchange.
Try Service Cloud free for 30 days. No credit card, no installations.
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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 Einstein Copilot) 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 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.
