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| key | name | nameAbbr | description | legal |
|---|---|---|---|---|
| sdr-roi | Sales Development Rep (SDR) | SDR | Have Agentforce reach out to leads and nurture your pipeline so your sales reps can focus on building customer relationships. Agentforce can send tailored emails, manage timely follow-ups, and answer common prospect questions with information from your unique knowledge base. | Benefit: Sales rep productivity gains assume digital SDR agents automate 25% of email-based tasks, saving reps 1 hour per week at hourly FTE rates (with 2% annual salary inflation). Additional Sales Qualified Leads come from engaging untouched leads —50% Yr1, 75% Yr2, 100% Yr3—using conversion, close rate, and margin to estimate value. Agentforce cost: Leads prospected × ~$0.84/lead for 5-10 actions per lead. Assumes 40 hrs/week, 50 weeks/year. |
| sales-coach-roi | Sales Coach | Sales Coach | Use Agentforce to offer personalized coaching and real-time feedback for your sales team. Agentforce provides on-demand pitch practice and interactive role-playing to help upskill your sales reps and prepare them for customer interactions. | Benefit: Managers spend a set % of time coaching. Agentforce handles a ramped % of that coaching by Year 3. Weekly hours saved per manager are annualized (40 hrs/week, 50 weeks/year), converted to FTEs, and multiplied by an assumed $100K salary to get total benefit. Agentforce Cost: Each manager has a set number of weekly coaching chats at $0.10 each × 50 weeks × # of managers = total Agentforce cost. |
| service-roi | Customer Service | Service | Let AI agents quickly resolve common questions and handle routine tasks, freeing up service reps to tackle high value and complex issues. Service Agents can help triage requests, suggest relevant articles, and provide step-by-step instructions tailored to issues. | Benefit: A target % of cases shift from humans to Agentforce, ramped over 3 years (Year 1 = 70% of Year 2, Year 2 = 70% of Year 3). Hours saved are estimated by multiplying number of reps × average salary × % cases handled by agents annually to calculate productivity gains. Agentforce Cost: Each agent-handled case costs about $0.30. Total cost = cases handled by agents × cost per case, summed yearly for total investment. |
| field-service-roi | Field Service Agent | Field Service Agent | Enhance first-time fix rates by offering troubleshooting during appointments and reduce manual admin by automating job wrap-up summaries. | Calculation assumes US$150 cost per repeat service appointment, US$60,000 average fully loaded salary per technician, 40 hours worked per week, and 50 weeks worked per year. The % improvement in fix rate and reduction in admin time desired Year 3 are ramped evenly year over year, assuming 1/3 of desired return Year 1. |
| field-service-back-roi | Appointment Scheduling | Appointment Scheduling | Agentforce autonomously schedules, reschedules, and cancels appointments 24/7 across all channels, freeing up dispatchers to handle exceptions and preventing scheduling gaps. When a customer's needs require human assistance, Agentforce seamlessly escalates to a dispatcher. | Benefit: Annual human-scheduled appointments × target % shift to digital agents = agent-scheduled appointments. Average cost per scheduling interaction = (dispatchers × avg salary) ÷ total appointments. Benefit = agent-scheduled appointments × avg cost × % dispatcher time spent scheduling. Agentforce Cost: Cost per agent scheduling is $0.43 (4-5 actions per appointment) × number of agent scheduled appointments annually equals total Agentforce cost. |
| employee-help | Employee Help in Slack | Slack Employee Help | Connect agents to internal knowledge and Slack history to boost self-serve support, speed up answers, and improve accuracy, helping employees stay productive while reducing load on internal experts. | Benefit: It’s assumed Help Agents resolve 30% of questions in Year 1, 40% in Year 2, and 50% in Year 3. Time saved = tickets deflected × time per ticket. Financial benefit = time saved (hours) × hourly wage (annual salary with 2% yearly increase). Agentforce cost: $0.20 per agent task × tickets resolved by agents per year |
| loan-product-assist | Loan Product Assistance | Loan Product Assist | Use agents to guide borrowers through loan product discovery by answering questions about loans, sharing interest rate and fee details, and quickly comparing offerings. | Benefit: Annual loan apps × pull-through rate (% Approved x % Funded) × avg margin (loan size x % margin per loan) × 5% approval rate improvement. App volume grows 3% YoY; approval rate improves YoY. Agentforce Cost: $0.50 per app (5 agent actions) × total apps/year. Note: Includes agent usage cost only; excludes Digital Lending SKU needed for Loan Product Assistance. |
| quoting-agent | Quoting | Quoting | Have agents create, update, and summarize quotes. When agents cover manual quote tasks, your team can spend less time on admin and more time closing deals. | Benefit: Assumes 20% annual quoting efficiency gain and 50 working weeks/year. Time saved = quoting hours × 20% × reps × 50 weeks. Financial benefit = time saved × hourly cost. Agentforce Cost: $0.40 per quote × 1,000 quotes/week × 50 weeks/year. |
| customer-insights | Customer Insights in Slack | Slack Customer Insights | Bring this agent into account channels to surface activity, generate briefs, and share insights in Slack —giving your team on-demand CRM context to stay aligned and deeply understand the customer. | Benefit: Team productivity improves by reducing time spent on research and deck-building. Team members spend a % of a 40-hr week on these tasks, decreasing annually by 25–50%. Time saved × hourly rate (from salary, rising 2% yearly) gives financial benefit. Agentforce costs: Assuming each meeting includes 3 prep tasks with 1-2 actions per task, each meeting prep/report is $0.40, multiplied by number of meeting prep/reports, team members, and 50 weeks/year. |
