Everything You Need to Know About Agentforce? (Put AI Agents to Work)

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

1. Everything You
Need To Know
About
LIVE WEBINAR

2. Forward-Looking Statement
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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

11. Introduction to
Agentforce

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 & employeesAgent 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 &
PrivacySalesforce 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 EncryptionData Residency Compliance Net Zero
Salesforce Trusted AI Architecture
Apps &
Embedded AI
Agentforce
AI Tools &
Builders
Einstein
Trust Layer
Model
Ecosystem
?Goa?
Lake
?lnduiGaad?
Data
External
Data
Structured
& Unstructured
?br?du?
Profiles
Vector
Database
Data Cloud
Hyperforce
Sales Service Marketing Commerce Tableau Industries
? ???
Semantic Search
?w?AewaA????
Governance
?daoad?
Data Retrieval
Ycblcra?
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 Framework

17. The only data platform native to the
AI CRM.

world's #1
K Data Cloud is a hyperscale data platform built into Salesforce that unifies and harmonizes
data from any source to create a single view of the customer-
K Data Cloud serves as the foundation for CRM and Salesforce customer’s AI transformations-
K Data Cloud is deeply integrated into the Salesforce Einstein 1 Platform, enabling rapid
innovation through a metadata-driven approach
K We can fine-tune models based on the data in the data cloud, which will help
generate better responses for the business. 

18. How Data Cloud works its magic
Data Sources
Connect Harmonize
Analyze & Predict
Unify
Act
S
i
n
g
l
e
Sourceo
f
T
r
u
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
ActivationsAl Predictions
Customer Graph

19. 12
Components Of Agentforce
Einstein Trust
Layer
Atlas Reasoning
Engine

20. Einstein Trust layer
0 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
0 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
H 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 appropriatelyA
H 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.

23. Data Retrieval: RAG utilizes a retriever component to fetch pertinent information from a vector
database, which stores data in a format suitable for AI processing. This ensures that the responses
generated are based on trustworthy and current data rather than solely on the model's training data3
Enhanced Accuracy: By grounding AI responses in proprietary data, RAG significantly reduces the risk
of "hallucinations," where the AI generates plausible but incorrect information. This is particularly
beneficial for applications requiring precise answers, such as customer service or technical support3
Integration with Vector Databases: RAG works in conjunction with vector databases to store and
retrieve information efficiently. This combination allows for quick access to relevant data, improving
response times and the quality of interactions
Key Features Of RAG

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
InstructionsTopics 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.
d Docusign
d Honeywell:
d 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 NetworkAgentforce
Zero Copy Data
Partner Agents
Customer
Success
Agent
Quality
Agent
Employee
Service Agent
Industry
Agents
NEW
Agent Actions
NEW

29. Prompt Builder
I 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))
I Prompt Builder is the first low-code prompt management)
I 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
eenghsnffnlguhSrEEnful
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
t&EcnnslghSrEEnful
AI autofill complaint tsgnneh lgheneLfscgs&lel
business relationship plan interaction summary
client relationship summary
dispute acknoweledgement email
esecrgnh&ne&nrgs&lhvEnsnl
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
ksnnhuseg&fuheles ngel
&ngnh lghten nheles ngel
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
EEsees&lehtngn &fshngs&ll
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 BuilderAmazon 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

38. How Agentforce Is Replacing
Copilot?

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

44. Of companies believe AI chatbots will
gain importance for customer communication (CCW)84%
increase in sales is brought by chatbots, according to business
leaders (Outgrow)67%
chatbots can become the primary customer support channel for a
quarter of all companies (Gartner)by 2027
As per Juniper’s Research; By 2024, chatbots are expected to save
businesses up to 2.5 billion hours of work2.5B
Quick Stats for insight into AI in businesses

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 Care2
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. Retail3
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 Profit4
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. Telecommunications5
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-commerce6
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 AgentHealthcare Agent Retail Agent
Operations Agent Finance Agent IT Agent
Analytics Agent
CX Agent
Other Agents

65. Agentforce: Breaking the
Myth

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 efficient5
/ 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 interactions5
/ 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

77. References
https://www.salesforce.com/in/agentforce/
https://cyntexa.com/blog/agentforce-introducing-the-third-wave-of-ai-revolution/
https://cyntexa.com/blog/enhance-user-experience-with-agentforce-service-agent/
https://cyntexa.com/pr-news/agenetforce-debuts-at-dreamforce-2024/
https://cyntexa.com/pr-news/salesforce-reveals-agentforce-partner-network/
https://cyntexa.com/pr-news/salesforce-launches-industries-ai/


78. Thank you!
Get in touch with us!
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