As businesses grow, so do their challenges. Managing service desk inquiries, streamlining sales efforts, and delivering personalised customer experiences can strain even the most efficient teams. Enter Agentforce, Salesforce’s innovative tool that empowers organisations to build and manage autonomous agents, revolutionising how tasks are handled across departments like marketing, commerce, sales, and service.
What is Agentforce in Salesforce?
Agentforce is more than just another AI tool. It combines the capabilities of artificial intelligence with Salesforce’s ecosystem to create autonomous agents capable of operating independently, without human interference. These agents are designed to manage everything from customer inquiries to coaching sales teams, offering a flexible, scalable, and reliable way to optimise operations.
Unlike traditional AI assistants that merely assist human agents, Agentforce operates independently, performing tasks with precision and reliability, making it the ideal tool for businesses aiming to achieve more with fewer resources.
For example, in customer service, Agentforce autonomously responds to inquiries, resolving common issues and escalating more complex cases as needed. In sales, it acts as a digital coach, offering insights, guiding follow-ups, and tracking deals to ensure nothing falls through the cracks. In marketing, it creates consistent, personalised customer journeys by leveraging integrations with the Salesforce Marketing Cloud.
Agentforce vs. Copilot: What’s the difference?
It’s easy to confuse tools like Agentforce and Copilot, as both leverage AI to improve operations. However, their functionalities differ significantly. While Copilot acts as a real-time support assistant for human agents—offering prompts and suggestions during interactions—Agentforce takes automation further. It creates autonomous agents that operate without human interference, making it ideal for repetitive or high-volume tasks.
The key benefits of Agentforce
Agentforce is a transformative solution for businesses aiming to improve efficiency and deliver exceptional customer experiences. One of its standout benefits is its ability to manage high volumes of customer inquiries autonomously. By deploying AI-powered agents, businesses can handle repetitive Service desk tasks quickly and effectively, reducing the need for additional staff while ensuring timely responses.
For Sales teams, Agentforce integrates seamlessly with Salesforce Sales Cloud, providing valuable insights, guiding deal follow-ups, and offering coaching to optimise strategies. This tailored support empowers sales agents to close deals more efficiently and consistently.
In Marketing and Commerce, Agentforce excels at creating personalised and consistent customer experiences. By leveraging data from the Salesforce Marketing Cloud, it crafts targeted campaigns that resonate across channels, while its integration with Salesforce Commerce Cloud delivers personalised product recommendations and smooth customer journeys. These capabilities not only drive customer satisfaction but also improve conversion rates. From automating routine tasks to providing actionable insights and fostering personalisation, Agentforce allows businesses to focus on innovation and growth while maintaining a competitive edge in their industry.
Our expertise in Salesforce means we can help you deploy these functions quickly, so your teams can make the most of every opportunity.
How much does Agentforce cost?
The cost of implementing Agentforce depends on your organisation’s unique requirements, including the scope of automation and the number of agents needed. While an exact figure varies, the long-term value it delivers—reduced operational costs, increased productivity, and improved customer satisfaction—makes it a smart investment. To explore customised pricing, you can get in touch with our experts our download the Agentforce one-pager.
Why partner with FORWARD?
Choosing the right technology partner is just as important as choosing the right tool. At FORWARD, we bring extensive Salesforce expertise to every project, backed by years of experience working across industries like retail, manufacturing, and hospitality.
Our approach is collaborative—we work as one team with our clients, focusing on shared goals and delivering solutions that truly make an impact.
Ready to see Agentforce in action? Scheduling an Agentforce demo is the best way to understand how this tool can work for your specific needs. You’ll gain insights into its features, functionality, and how it can seamlessly integrate into your existing Salesforce environment. Get a demo today to explore its transformative potential.
Reach out through our contact page or register for a free, customised demo with our Agentforce expert.
