Meet Agentforce: Salesforce's new artificial intelligence platform

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Agentforce is Salesforce's new artificial intelligence platform. It allows companies to create AI agents that can help customers with their needs. AI agents can perform actions on behalf of users and take places, such as placing orders or booking flights, this new concept is available to all Salesforce customers.

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What is Agentforce?

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Agent Force is a proactive and autonomous application that provides specialized and always available support to employees or customers. These agents are equipped with the necessary business knowledge to execute tasks according to their specific role.

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Within Agentforce there are new and different concepts such as:

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• Agent Role: The role is the purpose of the agent. It defines the work to be performed and the broader objectives that the agent must achieve in your team.
• Trusted Data: is the information the agent needs to perform their role. This can include company knowledge articles, CRM data, external data via Data Cloud, public websites and more.
• Actions: are the predefined tasks that an agent can execute to perform its work based on a trigger or an instruction. For example, it could execute a flow, a prompt template or Apex.
• GuardRails: define what the agent can and cannot do. These can be natural language instructions to escalate to a human, or they can come from security features built into the Einstein Trust Layer.
• Channels: Channels are the applications where agents can work. This can include your website, CRM, mobile app, Slack and more.

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Agentforce Agents

Agentforce already has pre-determined agents that you can make use of, these are:

• Service Agent: interact with customers autonomously through multiple channels 24 hours a day, 7 days a week, in natural language. They resolve cases quickly and accurately because every response is based on reliable data.
• Sales Development Representative (SDR) Agent: autonomously answer product questions, manage objects and schedule meetings for sales representatives. They act and respond accurately, with answers based on your business data.
• Sales Coach: Get consistent feedback on salesperson strengths, areas for improvement and concrete steps to move deals forward, all based on CRM data. Then easily evaluate ROI by analyzing win/loss rates on deals, with or without coaching.
• Personal Shopper Agent: Power personalized conversations directly on your e-commerce site or in a preferred messaging app, such as WhatsApp.
• Campaign Agent: Marketers can save time with a trusted agent to help generate a campaign brief, segment the target audience, create content and even build a customer journey in Flow.

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What are the benefits of Agentforce?

Agentforce can help companies improve customer service, reduce costs and increase efficiency. AI agents can respond to customer inquiries 24/7 and can perform repetitive tasks quickly and accurately.

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How can I get Agentforce?

Agentforce is available to all Salesforce customers. For more information, please visit the Salesforce website.

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At Orange we are always on the lookout for new Salesforce updates so that you can get the most out of the platform, that's why we believe it's important that you know what Agentforce is.

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If you are looking for a way to improve your customers' experience, Agentforce is an excellent choice.

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