Salesforce Agentforce for your business

Agentforce is Salesforce's platform for building and deploying autonomous AI agents that work as a digital workforce alongside your teams. These agents are designed to understand context, reason through problems, and take action across various business functions, turning your company's data into a proactive and productive force.

Automated 24/7 Customer Service

This is a primary use case where an Agentforce Service Agent can autonomously handle a wide range of customer inquiries without human intervention. The agent can access real-time order information from Commerce Cloud, review past cases in Service Cloud, and pull solutions from your Knowledge Base to resolve customer issues conversationally via chat, email, or messaging apps. This frees up human agents to handle only the most complex and sensitive cases, driving down costs while increasing customer satisfaction.

Proactive Sales Development and Lead Engagement

Businesses can deploy a Sales Development Representative (SDR) Agent to manage top-of-funnel activities. The agent can engage with new leads from your website in real-time, ask qualifying questions, provide information on products, answer pricing questions, and even book meetings directly on a sales rep's calendar. This ensures every lead is engaged instantly and nurtured consistently, allowing human sales reps to focus their time on qualified, high-intent prospects.

Personalized Sales Coaching and Onboarding

An Agentforce Sales Coach can act as a personal mentor for every sales representative. It can simulate role-playing scenarios for upcoming client meetings, providing real-time feedback and suggesting effective responses to common objections based on historical data. For new hires, the agent can guide them through sales processes and best practices, accelerating their onboarding and time-to-productivity.

Autonomous Marketing and Campaign Management

Marketing teams can use an Agentforce Campaign Agent to streamline operations. A marketer can give a simple directive like, "Build a campaign for a new product launch targeting customers in the manufacturing industry." The agent can then identify the target audience in Data Cloud, generate draft email copy and journey steps in Marketing Cloud, and present the full campaign for review. This transforms a multi-day process into minutes, allowing marketers to focus on strategy rather than manual execution.

Scalable Fan and Community Engagement

As highlighted by customers like the Indiana Fever, Agentforce can be used to deliver personalized experiences at a massive scale. The platform can use unified fan data to autonomously send targeted communications, such as notifying a fan when their favorite player's jersey is back in stock or promoting ticket packages for preferred matchups. This allows organizations to build deeper, 1-to-1 relationships with a rapidly growing audience without a linear increase in staff.

Salesforce agentforce features

Agentforce provides a suite of powerful features that enable businesses to build, deploy, and securely manage a workforce of autonomous AI agents. These capabilities are designed to connect seamlessly with your data and business processes, ensuring your agents are both intelligent and trustworthy.

Agent Builder Studio

This is the low-code command center where your teams can design, create, and manage AI agents. Using an intuitive interface, users can define an agent's specific role and goals, such as "qualify new sales leads" or "resolve customer support issues." You can assemble pre-built skills, customize the agent's personality and tone of voice, and grant it access to the specific tools and data it needs to perform its job.

Unified Data Grounding

To ensure agents act on facts, this feature securely connects every agent to your Salesforce Data Cloud and other authorized data sources. This process, known as "grounding," ensures that an agent's reasoning and responses are based on your company's real-time, trusted data. This foundation of verified information is critical for preventing AI hallucinations and ensuring every action is relevant and context-aware.

Autonomous Reasoning and Planning Engine

This is the "brain" that allows an AI agent to think and act independently. When given a complex task, the reasoning engine analyzes the request, breaks it down into a series of logical steps, and creates a dynamic plan to achieve the goal. For example, to resolve a customer's shipping issue, the agent might plan to first look up the order, then check the carrier's tracking API, and finally draft a status update email to the customer.

Action and Tool Integration

An agent is only useful if it can take action. This feature allows you to equip your agents with the tools they need to execute their plans. These "tools" can be actions within Salesforce—like creating a lead in Sales Cloud or updating a case in Service Cloud—or they can be integrations with external systems via APIs. This allows an agent to not only provide an answer but to complete a task from start to finish.

AI Trust and Safety Layer

Security and governance are built into the core of the platform. The AI Trust Layer provides a comprehensive framework for managing your digital workforce responsibly. It includes robust access controls to limit what data an agent can see and what actions it can perform. Every action taken by an agent is logged in a secure, transparent audit trail, and businesses can configure workflows that require human approval for sensitive or high-stakes tasks.

Human-Agent Collaboration

Agentforce is designed for seamless collaboration between your AI and human teams. This feature enables intelligent handoffs, where an AI agent can manage the initial stages of an interaction and then transfer it to a human employee with the full context intact. It also allows for human oversight and intervention, giving your team the ability to monitor, guide, and manage the work of their AI counterparts directly within their workflow.

How we implement Agentforce 

Implementing Agentforce is a strategic journey into the future of business automation. At ASC digital, we guide you through this transformative process with a methodology focused on strategy, trust, and delivering measurable value. We believe a successful AI agent implementation starts with a clear business case and expands iteratively, ensuring your human and digital workforces collaborate seamlessly and securely.  

Presales

Our engagement begins by assessing your AI readiness and strategic goals. In this initial phase, we work with you to identify the most impactful and practical initial use case for an AI agent within your organization. We focus on finding a well-defined process ripe for automation—such as lead qualification or initial customer support triage—to ensure your first step into Agentforce delivers clear, demonstrable results and builds a strong foundation for future expansion.

Discovery

This is a meticulous deep dive into the chosen use case. We conduct workshops with your expert teams to map the target business process in granular detail. We identify every data source, system, and tool the agent will need to access to perform its duties. Critically, this phase includes a trust and governance workshop where we define the agent's rules of engagement: what it can do autonomously, when it requires human approval, and the ethical guardrails that will govern its operation.

Build

With a detailed blueprint from the discovery phase, our specialists begin to construct and configure your first AI agent. Using the Agent Builder Studio, we define the agent’s skills, personality, and objectives. We then connect the agent to its required data streams via Data Cloud for secure grounding. The core of this phase is configuring the agent's reasoning engine and granting it access to the necessary tools—like the ability to update a CRM record or send an email—to execute its multi-step tasks.

Testing

Testing an AI agent is a rigorous process of simulation and validation in a controlled environment. We test the agent against hundreds of different scenarios to ensure it can handle not just common tasks, but also unexpected edge cases. This is followed by a period of "supervised live testing" where the agent operates on real data, but every action it proposes is reviewed and approved by a human. This critical step builds trust and allows us to validate the agent's accuracy and safety before it operates autonomously.

Delivery

The launch of your AI agent is a carefully managed and phased event. We typically begin by deploying the agent to a limited scope—for example, handling tasks for a specific team or region. The most important part of this phase is change management and training. We prepare your human employees on how to collaborate with, manage, and get the most out of their new AI colleague. We enable real-time monitoring dashboards so you have full visibility into the agent's performance from day one.

Hypercare

Our partnership intensifies after go-live. We provide a period of hypercare with intensive monitoring of the agent's live performance, accuracy, and efficiency. AI is not a "set it and forget it" technology; it requires continuous learning. We work with your team to analyze performance data, refine the agent's logic, and tune its skills over time. This iterative optimization ensures your digital workforce becomes increasingly effective and delivers a compounding return on your investment.

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