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Agentforce Frequently Asked Questions
AI Agents are autonomous, proactive applications designed to execute specialised tasks to help employees and customers. Agents use large language models (LLMs) to analyse and understand the full context of customer interactions or an automated trigger, then reason through decisions on the next steps autonomously.
These agents generate responses that are consistent with your company’s brand voice and guidelines using trusted business data, including Salesforce CRM data, external data from Data Cloud and more. These agents are capable of operating 24/7 across various platforms like self-service portals and messaging channels, handling tasks proactively within set guardrails. When faced with complex issues beyond their scope, they can escalate the matter to human agents, ensuring that queries are resolved efficiently and accurately.
Businesses can build agents with Agent Builder using existing Salesforce Platform tools to create standard and customised topics and actions. You can use prompts grounded in trusted enterprise data. You can use Flows to create automations across any system. You can use MuleSoft API connectors to connect Agents to any system. And last, you can use your Apex & Javascript to create the customised code and business logic for your Agent.
Businesses can create an agent for any role, any industry and to solve any use case. With Agentforce, it's ready to spin up out-of-the-box agents across service, sales, marketing, commerce and more.
- Service Agent replaces traditional chatbots with AI that can handle a wide range of service issues without preprogrammed scenarios, improving customer service efficiency.
- Sales Development Representative (SDR) engages with prospects 24/7, answering questions, managing objections and scheduling meetings based on CRM and external data, allowing your sellers to focus on building deeper customer relationships.
- Sales Coach provides personalised role-play sessions for your sales team, using Salesforce data and generative AI to help sellers practice pitches and objections tailored to specific deals.
- Merchandiser assists your ecommerce merchandisers with site set-up, goal setting, personalised promotions, product descriptions and data-driven insights, simplifying daily tasks.
- Buyer Agent enhances the B2B buying experience, helping your buyers find products, make purchases and track orders via chat or within sales portals. Personal Shopper acts as a digital concierge on your ecommerce sites or messaging apps, offering personalised product recommendations and assisting with search queries.
- Campaign Optimizer automates the full campaign lifecycle, using AI to analyse, generate, personalise and optimise marketing campaigns based on business goals.
- Agentforce (formerly Einstein Copilot) supports employees in the flow of their work with specific tasks by searching for data, creating action plans and executing them to increase workplace efficiency.
Einstein is natively embedded into the Salesforce Platform and leverages data from CRM and external applications to provide insights, predictions and generated content directly in the flow of work.
An AI agent builder is a platform for building and customising AI agents. With Agentforce, our low-code Agent Builder that makes it easy to customise out-of-the-box agents or build new agents for any role, any industry or any use case using existing tools like Flows, Prompts, Apex and MuleSoft APIs to configure their agents. Using Agent Builder, businesses can create a job to be done for their agent by defining topics, writing natural language instructions within that topic and creating a library of actions for it to choose from. Users can also easily observe an agent’s plan of action and test their responses in Agent Builder.
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| key | value |
|---|---|
| oblroi_copy__total_savings | Total Savings |
| oblroi_copy__roi_analysis | ROI Analysis |
| oblroi_copy__year1 | Year 1 |
| oblroi_copy__year2 | Year 2 |
| oblroi_copy__year3 | Year 3 |
| oblroi_copy__total | Total |
| oblroi_copy__want_to_learn_more | Want to learn more? |
| oblroi_copy__contact_detail | Get in touch with an expert Agentforce account executive to explore how Agentforce can help to reach your goals. |
| oblroi_copy__contact_prefix | Contact us |
| oblroi_copy__team_size | Team Size: |
| oblroi_copy__daily_workload | Daily Workload: |
| oblroi_copy__shift_to_agentforce | Shift to Agentforce: |
| oblroi_copy__employee_costs | Employee Costs: |
| oblroi_copy__subheader | Your ROI Analysis: Unlocking Your Business Potential |
| oblroi_copy__cover_header | ROI Calculator Analysis |
| oblroi_copy__cover_total_savings_header | Your Total Savings: |
| oblroi_copy__cover_paragraph | Now that you've calculated your ROI, let's get you started with Agentforce. The precision of AI agents and humans together can help you to reach new levels of operational efficiency and drive meaningful business growth |
| oblroi_copy__cover_outro_header | Ready to take the next step? |
| oblroi_copy__cover_outro_detail | Get in touch with an expert Agentforce account executive to explore how Agentforce can help to reach your goals. |
| oblroi_service_header | Service Agent Analysis |
| oblroi_service_savings_prefix | Your Service Agent Savings: |
| oblroi_service_legal_note1 | * Includes human costs and licensing costs for Agentforce. |
| oblroi_service_legal_note2 | All calculations include the licence cost even if no conversations are shifted to Agentforce. |
| oblroi_service_inactive_header | Save more by activating your Customer Support Agent! |
| oblroi_service_inactive_paragraph | Discover how Agentforce Service Agent can transform your customer service operations. Enable this calculator to see your potential savings. |
| oblroi_service_inactive_intro | Engage customers autonomously to drive efficiency for customer support with Agentforce. |
| oblroi_service_inactive_point1 | Support customers across channels 24/7 using natural responses |
| oblroi_service_inactive_point2 | Resolve cases with speed and accuracy by grounding every answer in trusted data |
| oblroi_service_inactive_point3 | Define clear security guardrails and seamlessly escalate interactions to human support reps |
| oblroi_service_agent_transition | With pdf_percent% of support conversations transitioned to Agentforce over the next 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks. |
| oblroi_service_agent_workload | Each customer service employee currently handles pdf_count conversations per day. |
| oblroi_service_agent_employees | pdf_count customer service employees |
| oblroi_service_agent_costs | At an average of pdf_cost per service employee annually, your team's operational cost is pdf_total every year |
| oblroi_salescoach_header | Sales Coach Agent Analysis |
| oblroi_salescoach_savings_prefix | Your Sales Coach Agent Savings: |
| oblroi_salescoach_legal_note2 | Assumes a 40-hour workweek and 50 working weeks every year. Projected improvements are ramped at 49% in year one, 70% in year two and 100% in year three. |
| oblroi_salescoach_inactive_header | Save more by activating your Sales Coach Agent! |
| oblroi_salescoach_inactive_paragraph | Discover how Agentforce Sales Coach can transform your sales coaching operations. Enable this calculator to see your potential savings. |
| oblroi_salescoach_inactive_intro | Drive productivity for sales managers through autonomous sales coaching with Agentforce. |
| oblroi_salescoach_inactive_point1 | Scale coaching with autonomous role play facilitation based on deal stage to practise pitching, handing objections and negotiation |
| oblroi_salescoach_inactive_point2 | Get personalised feedback with insights, areas of improvement and actionable next steps to advance deals grounded in CRM data |
| oblroi_salescoach_inactive_point3 | Assess sales results with analysis of win/loss rates of deals with and without coaching |
| oblroi_salescoach_transition | With pdf_percent% productivity improvement with Agentforce targeted over the next 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks. |
| oblroi_salescoach_workload | Each rep currently spends pdf_percent% of their time per day on sales coaching and handles pdf_count conversations per week. |
| oblroi_salescoach_managers | pdf_count sales managers |
| oblroi_salescoach_costs | At an average of pdf_cost per manager annually, your team's operational cost is pdf_total every year. |
| oblroi_sdr_header | Sales Development Agent Analysis |
| oblroi_sdr_savings_prefix | Your Sales Development Agent Net Benefit: |
| oblroi_sdr_lead_details | Lead details: |
| oblroi_sdr_legal_note1 | Assumes a 40-hour workweek and 50 working weeks every year. Assumes a 25% improvement in sales rep productivity for time spent on lead prospecting and nurturing activities. Projected percentage of untouched leads that are prospected and nurtured with Agentforce are ramped at 28% in year one, 70% in year two and 100% in year three. |
| oblroi_sdr_inactive_header | Save more by activating your Sales Development Agent! |
| oblroi_sdr_inactive_paragraph | Discover how Agentforce SDR can transform your sales development representative operations. Enable this calculator to see your potential savings. |
| oblroi_sdr_inactive_intro | Drive revenue through autonomous, 24/7 pipeline engagement of inbound leads with Agentforce. |
| oblroi_sdr_inactive_point1 | Scale with autonomous outreach to answer product questions, handle objections and book meetings |
| oblroi_sdr_inactive_point2 | Interact with customers across channels with relevant, personalised responses, all grounded in your sales and customer data |
| oblroi_sdr_inactive_point3 | Seamless hand-off from agents to human sellers |
| oblroi_sdr_transition | With pdf_percent% of inbound leads shifted to Agentforce over 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks. |
| oblroi_sdr_workload | Each rep currently spends pdf_percent% of their time on Lead Prospecting and touches pdf_count leads per week, leaving pdf_unengaged unengaged leads every year. |
| oblroi_sdr_reps | pdf_count sales development reps. |
| oblroi_sdr_lead_conversion | The current lead conversion rate for incremental lead volumes is pdf_percent% with an average deal size of pdf_dealSise. The opportunity closed-won rate is pdf_closeRate% and the gross margin is pdf_grossMargin% |
| oblroi_sdr_costs | At an average of pdf_cost per SDR annually, your team's operational cost is pdf_total every year. |
| oblroi_field_service_assistant_header | Scheduling Agent Analysis |
| oblroi_field_service_assistant_savings_prefix | Your Scheduling Agent Net Benefit: |
| oblroi_field_service_assistant_lead_details | Lead details: |
| oblroi_field_service_assistant_legal_note1 | Assumes a 40-hour workweek and 50 working weeks every year. Assumes a 25% improvement in sales rep productivity for time spent on lead prospecting and nurturing activities. Projected percentage of untouched leads that are prospected and nurtured with assistantforce are ramped at 28% in year one, 70% in year two and 100% in year three. |
| oblroi_field_service_assistant_inactive_header | Save more by activating your Scheduling Agent! |
| oblroi_field_service_assistant_inactive_paragraph | Discover how Agentforce Scheduling Agent can automate scheduling and administrative tasks. Enable this calculator to see your potential savings. |
| oblroi_field_service_assistant_inactive_intro | Autonomously schedule appointments with customers 24/7 on any channel. |
| oblroi_field_service_assistant_inactive_point1 | Empower customers to schedule appointments 24/7 on any channel using natural language |
| oblroi_field_service_assistant_inactive_point2 | Give dispatchers time back to focus on exceptions that arise and avoid whitespace in the schedule |
| oblroi_field_service_assistant_inactive_point3 | Escalate to a dispatcher seamlessly when appointment needs require a human touch |
| oblroi_field_service_assistant_dispatchers | pdf_count dispatchers |
| oblroi_field_service_assistant_workload | Each dispatcher spends pdf_percent% of time scheduling appointments for an average of pdf_count appointments every year. |
| oblroi_field_service_assistant_transition | With pdf_percent% of scheduling shifted to Agentforce over 3 years, you can significantly reduce manual workloads, freeing up your team for higher-value tasks. |
| oblroi_field_service_assistant_costs | At an average of pdf_cost per dispatcher, your team's operational cost is pdf_total every year |
| oblroi_legal_header | ROI Calculator Analysis |
| oblroi_legal_totalSavingsHeader | Your Total Savings: |
| oblroi_legal_calc1_header | Service Agent |
| oblroi_legal_calc1_text | Calculation assumes 260 work days every year per service rep. The % of cases desired to shift to agents Year 3 are ramped evenly year over year, after assuming 1/2 of desired return Year 1. |
| oblroi_legal_calc2_header | Sales Coach Agent |
| oblroi_legal_calc2_text | Calculation assumes 40 hour work week and 50 weeks worked every year. The % of leads prospected and nurtured by agents desired Year 3 is ramped evenly year over year, after assuming 28% of desired return Year 1. |
| oblroi_legal_calc3_header | Sales Development Agent |
| oblroi_legal_calc3_text | Calculation assumes 40 hours worked per week, 50 weeks worked every year and an US$100,000 average annual fully loaded salary of a sales rep manager. The productivity rate desired Year 3 is ramped evenly year over year, after assuming 1/2 of desired return Year 1. |
| oblroi_legal_calc4_header | Scheduling Agent |
| oblroi_legal_calc4_text | Calculation assumes US$70,000 average fully loaded salary of a dispatcher. The % increase in scheduling desired to shift to agents Year 3 are ramped evenly year over year, after assuming 60% of desired return Year 1. The desired amount of time spent scheduling appointments % in Year 3 is ramped evenly year over year, after assuming 1/2 of desired return Year 1. |
| oblroi_legal_all_header | --- |
| oblroi_legal_paragraph | The results of this tool are provided for illustrative purposes only to help you to consider Agentforce as a business solution and should not be relied upon. Actual results may vary and are not a guarantee or commitment regarding any potential or actual financial results or other benefits you may achieve. Individual results depend on factors including but not limited to implementation practices, user adoption, configurations, business practices, market conditions and external economic factors. Initial benefits of Salesforce Agentforce achieved within weeks; full transition assumed to happen over three years.Salesforce licences, Data Cloud credit cost and implementation costs not included.The Flex Credits for Agentforce use are estimates.Actual Agentforce costs may vary based on architectural design, data requirements and specific use case. All calculations above done in US dollars unless otherwise noted. |
| oblroi_legal_outroHeader | Ready to take the next step? |
| oblroi_legal_outroDetail | Get in touch with an expert Agentforce account executive to explore how Agentforce can help to reach your goals. |
| oblroi_download_pdf_button | Download report |
Results Table Copy
| key | row1 | row2 | row3 | row4 | flex |
|---|---|---|---|---|---|
| sales-coach-roi | Productivity Benefits | Agentforce Investment | Net Benefit | Estimated Flex Credits for Agentforce | |
| field-service-back-roi | Autonomous Scheduling Benefits | Agentforce Investment | Net Benefit | Estimated Flex Credits for Agentforce | |
| sdr-roi | Productivity Benefits | Qualified Leads Benefits | Agentforce Investment | Net Benefit | Estimated Flex Credits for Agentforce |
| service-roi | Productivity Benefits | Agentforce Investment | Net Benefit | Estimated Flex Credits for Agentforce |