{"id":12712,"date":"2025-04-22T11:48:25","date_gmt":"2025-04-22T18:48:25","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12712"},"modified":"2025-10-01T10:30:51","modified_gmt":"2025-10-01T10:30:51","slug":"ai-literacy-builds-future-ready-workforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/ai-literacy-builds-future-ready-workforce\/","title":{"rendered":"How AI Literacy Builds a Future-Ready Workforce \u2014 and What Agentforce Taught Us"},"content":{"rendered":"\n<p>AI is reshaping every business \u2014 ready or not? <a href=\"https:\/\/www.salesforce.com\/news\/stories\/smbs-ai-trends-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">Nearly 80% of SMBs using AI say it\u2019s transforming their business<\/a>, yet many companies struggle to scale AI effectively for real impact. The key isn\u2019t just <a href=\"https:\/\/www.salesforce.com\/agentforce\/human-ai-collaboration\/\" target=\"_blank\" rel=\"noreferrer noopener\">adopting AI<\/a>\u2014it\u2019s empowering your workforce to use it. Without proper AI literacy, businesses risk inefficiencies, compliance challenges and missed opportunities.\u00a0<\/p>\n\n\n\n<p>In finance, strong AI skills can mean the difference between catching fraud early or losing millions. In manufacturing, AI-driven predictive maintenance minimises downtime\u2014but only if employees know how to use it.<\/p>\n\n\n\n<p>Workers are eager to learn, but <a href=\"https:\/\/www.cio.com\/article\/3542980\/74-of-workers-suggest-employers-to-blame-for-their-ai-skills-gap.html\">74%<\/a> say a lack of training is holding them back. Investing in AI literacy now doesn\u2019t just future-proof your business\u2014it fuels innovation, sharpens your competitive edge and ensures your teams are ready to make the most of AI\u2019s potential.<\/p>\n\n\n\n<p>Building a data-literate workforce doesn\u2019t happen overnight\u2014but with the right foundation, every team can turn data into a competitive advantage. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-ai-literacy\">What is AI Literacy?<\/h2>\n\n\n\n<p>AI literacy is more than just knowing AI exists\u2014it\u2019s about understanding its capabilities, working with it effectively and using it to enhance workplace processes. As these technologies become a bigger part of business operations, helping employees get comfortable with key AI concepts can unlock new opportunities and reduce risks.<\/p>\n\n\n\n<p>That includes learning how to collaborate with AI and how to design AI that collaborates well with humans. \u201cDesigning experience between an agent and a human is another flavour of a skill that is very new,\u201d Irina Gutman, Global Leader of AI Professional Services at Salesforce, shared on <a href=\"https:\/\/mission.org\/experts-of-experience\/the-art-of-conversation-design-for-ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">Experts of Experience<\/a> recent episode. \u201cUpskilling people is the next absolutely critical component of AI implementation.\u201d<\/p>\n\n\n\n<p>So what does it actually take to build AI literacy &#8211; not just for understanding the technology, but for shaping meaningful human-AI interactions? It starts with a few core components:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-to-improve-your-ai-literacy-today-nbsp\">How to Improve Your AI Literacy Today\u00a0<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/artificial-intelligence-for-marketing\/get-to-know-ai\" target=\"_blank\" rel=\"noreferrer noopener\">Getting familiar with AI and machine learning<\/a>: Employees should know the basics\u2014how AI works, how machine learning helps businesses make smarter decisions and how automation can simplify daily tasks.<\/li>\n\n\n\n<li><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/data-fundamentals-for-ai\/discover-ai-techniques-and-applications\" target=\"_blank\" rel=\"noreferrer noopener\">Getting comfortable with AI-powered tools:<\/a> AI-driven chatbots, sentiment analysis and other natural language processing (NLP) tools are everywhere. Employees should understand what these tools do well, where they fall short and how to use them in a way that makes their jobs easier.<\/li>\n\n\n\n<li><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/business-metrics-insights-with-tableau-pulse\/work-with-ai-powered-insights\" target=\"_blank\" rel=\"noreferrer noopener\">Making sense of AI-generated insights:<\/a> Employees should feel comfortable reviewing AI-generated data, questioning its accuracy and using it to support smart, ethical business decisions.<\/li>\n<\/ul>\n\n\n\n<p>Companies that prioritise developing AI skills see measurable results\u2014like increased efficiency, stronger decision-making and higher revenue.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-investing-in-ai-literacy-programs-matters\">Why Investing in AI Literacy Programmes Matters<\/h2>\n\n\n\n<p>AI isn\u2019t just a trend\u2014it\u2019s a fundamental shift in how businesses operate. Think back to any technological change; for example, the rise of computers in the workplace. Companies that invested early in computer literacy gained massive efficiency advantages, while those that failed at technology integration fell behind. AI is following the same trajectory.<\/p>\n\n\n\n<p>According to PwC\u2019s <a href=\"https:\/\/www.pwc.com\/gx\/en\/issues\/artificial-intelligence\/ai-jobs-barometer.html\" target=\"_blank\" rel=\"noreferrer noopener\">2024 AI Jobs Barometer<\/a>, AI is redefining job readiness, making workers more productive and improving data literacy. Employees trained in AI work more efficiently with intelligent systems, streamlining workflows and making better decisions. Deloitte <a href=\"https:\/\/www2.deloitte.com\/us\/en\/pages\/consulting\/articles\/state-of-generative-ai-in-enterprise.html\" target=\"_blank\" rel=\"noreferrer noopener\">reports<\/a> that AI-trained teams see a 20-30% rise in efficiency\u2014proof that AI literacy delivers real results.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce\u279a<\/a> is helping businesses bring autonomous AI into service, sales and marketing. But without empowering teams to work effectively with AI, companies risk missing out on its full potential.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Deploy AI agents with confidence<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Learn how to fast-track your Agentforce implementation and drive long-term success.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/resources\/guides\/agentforce-activator-blueprint\/\">Get the blueprint<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p>The reality? 40% of workers will need new job skills within three years due to AI-driven changes (<a href=\"https:\/\/decrypt.co\/152914\/40-of-workers-will-need-new-job-training-due-ai-ibm\" target=\"_blank\" rel=\"noreferrer noopener\">IBM 2024 Global AI Adoption Index<\/a>). Businesses that invest in AI literacy today will future-proof their workforce, ensure compliance with ethical standards and gain a significant market advantage.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to Build a Workforce Ready for AI<\/h2>\n\n\n\n<p>Training employees for AI starts with a clear strategy. Companies should assess current skill levels, identify knowledge gaps and build training programmes that align with real-world AI applications.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Steps to AI Readiness<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Offer Targeted AI Training &#8211; <a href=\"https:\/\/trailhead.salesforce.com\/agentblazer?_ga=2.99544478.1448670456.1744234241-1187748240.1743109469\" target=\"_blank\" rel=\"noreferrer noopener\">Hands-on workshops<\/a> and digital courses tailored to employees&#8217; roles ensure AI adoption feels practical, not abstract.<\/li>\n\n\n\n<li>Encourage Continuous Learning &#8211; Support ongoing <a href=\"https:\/\/www.salesforce.com\/blog\/ai-education-reskill-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI education<\/a> through mentorship programmes and internal knowledge-sharing.<\/li>\n\n\n\n<li>Foster an AI-Friendly Culture &#8211; Leaders should communicate AI\u2019s role in augmenting, not replacing, human work to reduce resistance.<\/li>\n\n\n\n<li><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/ai-strategy\/establish-ai-governance\" target=\"_blank\" rel=\"noreferrer noopener\">Establish AI Governance &amp; AI Ethics<\/a> &#8211; Clear guidelines ensure responsible AI use and alignment with business goals.<\/li>\n<\/ol>\n\n\n\n<p>Companies like Salesforce have successfully built AI-ready workforces by investing in education, mentorship and internal AI training platforms\u2014part of a broader movement to boost AI fluency, as highlighted in initiatives like <a href=\"https:\/\/www.prweb.com\/releases\/national-ai-literacy-day-2025-mobilizes-over-100-organizations-for-nationwide-ai-education-events-302412501.html\" target=\"_blank\" rel=\"noreferrer noopener\">National AI Literacy Day<\/a>, which mobilised over 100 organisations for nationwide AI education events. <a href=\"https:\/\/trailhead.salesforce.com\/agentblazer?_ga=2.95695324.1775487761.1744608276-1187748240.1743109469\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce\u2019s AI training initiatives<\/a> have led to faster AI adoption across teams, improving decision-making and streamlining processes.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Agentforce Showed Us the Power of AI Literacy<\/h2>\n\n\n\n<p>AI literacy isn\u2019t just a nice-to-have\u2014it\u2019s essential to successfully implementing AI agents like Agentforce. Without a foundational understanding of how AI works, what it can and can\u2019t do and how to collaborate with it, even the most powerful tools won\u2019t reach their full potential. That\u2019s why, at Salesforce, AI literacy was a critical part of our internal Agentforce roll-out\u2014from building trust to driving adoption across teams.<\/p>\n\n\n\n<p>So how did we bring Agentforce to life within our own <a href=\"https:\/\/help.salesforce.com\/s\/?language=en_US\" target=\"_blank\" rel=\"noreferrer noopener\">help portal?<\/a><\/p>\n\n\n\n<p>We started by listening\u2014closely. We looked at how our customers were navigating the help portal, the types of questions they asked Support Engineers and Success Guides and how they were engaging with all the great content we already had available. From product documentation and knowledge articles on Help.Salesforce.com to Trailhead modules and developer docs, we surfaced a wide range of resources that were already delivering value.<\/p>\n\n\n\n<p>Next, we layered on data. We analysed the most viewed content with the topics generating the highest volume of support cases. This helped us to identify patterns and gaps\u2014critical insights for informing what content Agentforce should prioritise. Using <a href=\"https:\/\/www.salesforce.com\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, we connected <a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/data-fundamentals-for-ai\/understand-data-and-its-significance\" target=\"_blank\" rel=\"noreferrer noopener\">structured data<\/a>\u2014like Salesforce objects and fields\u2014with unstructured data such as support articles and documentation. This created a richer, more intelligent experience for our users. We mapped customer queries to structured Salesforce objects, generating embeddings that enhanced the LLM\u2019s context window and improved the accuracy of responses.<\/p>\n\n\n\n<div class=\"layout-four wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Power agentic AI with Data Cloud<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Data Cloud surfaces critical customer context from PDFs, audio files and videos to Agentforce, making your AI agents smarter and more accurate.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/salesforce.vidyard.com\/watch\/Ayt3SSMRuV2bNZb9aMNVDT\">Watch how<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-four.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-four.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-four.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p>To ensure quality and build trust, we brought our Support Engineers into the loop as active evaluators of Agentforce\u2019s responses. With their deep understanding of customer intent and complex issue resolution, they were the perfect partners to assess AI-generated outputs. This approach helped us to identify where Agentforce was performing well and where it needed improvement.<\/p>\n\n\n\n<p>More importantly, it created a valuable, hands-on opportunity to build AI literacy within the support team. By engaging directly with the model, our Support Engineers began to see AI not as a replacement, but as a trusted assistant\u2014a tool they could refine, guide and rely on. This human-in-the-loop feedback loop was essential for improving accuracy, driving adoption and fostering a collaborative culture between people and AI.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">The result<\/a>? Agentforce got smarter and more helpful, delivering contextually relevant answers grounded in real customer needs.<\/p>\n\n\n\n<p>And here\u2019s where AI literacy truly comes into play: to get great AI outputs, you need to start with the right inputs. That means understanding your customers\u2014what they\u2019re trying to solve, where they\u2019re getting stuck and what success looks like to them. The more precise your data, prompts and intent mapping, the better your AI agents perform. Agentforce is proof of that.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-common-mistakes-in-ai-adoption-and-how-to-avoid-them\">Common Mistakes in AI Adoption and How to Avoid Them<\/h2>\n\n\n\n<p>Even organisations that recognise the importance of AI can stumble when it comes to rolling it out successfully. The biggest misstep? Underestimating the need for strong human oversight. Without clear ownership, AI decisions can become inconsistent, inefficient\u2014or worse, non-compliant.<\/p>\n\n\n\n<p>Here are some of the most common pitfalls we\u2019ve seen when it comes to launching AI and AI literacy initiatives:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Jumping in without a strategy:<\/strong> AI can feel overwhelming if you don\u2019t start with a clear plan. A thoughtful <a href=\"https:\/\/www.salesforce.com\/services\/professional-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">roadmap<\/a> ensures your AI efforts are tied to business goals, not just trends.<\/li>\n\n\n\n<li><strong>Focusing only on tech, not people:<\/strong> AI isn\u2019t a silver bullet\u2014it\u2019s a partnership between technology and your workforce. Hands-on, accessible training is essential to build confidence and skill.<\/li>\n\n\n\n<li><strong>Neglecting change management:<\/strong> Resistance to change is natural. People want to understand how it affects them. Transparency and communication help reinforce that AI is here to support.<\/li>\n\n\n\n<li><strong>Trying to do too much too soon:<\/strong> Start small and scale thoughtfully. Begin with identifying a use-case and scale from there.<\/li>\n\n\n\n<li><strong>Overlooking ethical considerations:<\/strong> AI decisions affect real people. Fairness, transparency and accountability should be built in from day one.<\/li>\n<\/ul>\n\n\n\n<p>By avoiding these missteps, organisations can move beyond basic automation and begin unlocking real business transformation\u2014powered by people and guided by purpose.<\/p>\n\n\n\n<div class=\"layout-five wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Powering Agentforce with Smarter Knowledge Design<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Learn how Salesforce is rethinking knowledge design to make AI agents like Agentforce faster, smarter and more helpful in real customer conversations.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/form\/events\/webinars\/form-rss\/4926706\">Register for the webinar now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-five.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-five.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-five.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistakes-teams-make-when-rolling-out-ai\">Mistakes Teams Make When Rolling Out AI<\/h3>\n\n\n\n<p>As more companies rush to bring AI into their customer experience strategy, we\u2019ve noticed a few recurring missteps. These aren\u2019t just speed bumps\u2014they can seriously hinder adoption and long-term success. Here\u2019s what to watch out for:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-treating-ai-like-traditional-software\">Treating AI like traditional software<\/h4>\n\n\n\n<p>AI isn\u2019t deterministic\u2014it\u2019s probabilistic. That means it won\u2019t always give you a \u201cright\u201d or \u201cwrong\u201d answer. Expecting clean, binary outputs often leads to frustration when AI seems to \u201challucinate\u201d or behave unpredictably. Successful teams adjust their expectations and embrace AI\u2019s unique capabilities.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-skipping-human-in-the-loop-design\">Skipping human-in-the-loop design<\/h4>\n\n\n\n<p>AI isn\u2019t plug-and-play. It needs human input\u2014whether through feedback, training or decision-making\u2014to evolve and improve. Without that partnership, AI stagnates or silently fails.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ignoring-trust-and-transparency\">Ignoring trust and transparency<\/h4>\n\n\n\n<p>People won\u2019t use what they don\u2019t understand. If you roll out AI without building user trust\u2014through explainability, transparency and ongoing education\u2014adoption will stall, no matter how advanced your model is.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-over-focusing-on-model-performance\">Over-focusing on model performance<\/h4>\n\n\n\n<p>Accuracy is important, but it\u2019s only part of the picture. A brilliant model can still miss the mark if the user experience is clunky, the response is slow or the output feels robotic. Great AI needs great UX.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-overlooking-ownership-and-governance\">Overlooking ownership and governance<\/h4>\n\n\n\n<p>Who\u2019s responsible when AI gets it wrong? Without clear ownership, escalation paths and ethical guidelines, even well-meaning AI can cause harm. Responsible AI requires structure, accountability and ongoing oversight.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-forgetting-ai-needs-emotional-intelligence\">Forgetting AI needs emotional intelligence<\/h4>\n\n\n\n<p>Just like employees need AI literacy, AI needs human literacy. It isn&#8217;t enough for AI agents to be technically accurate &#8211; they also need to communicate with empathy, clarity and tone that reflects your brand values. As Bernard Slowey of Salesforce shared on <a href=\"https:\/\/www.youtube.com\/watch?v=N2otHmLuzWk\" target=\"_blank\" rel=\"noreferrer noopener\">Experts of Experience<\/a>, \u201cWe trained Agentforce on the hard skills, but we didn\u2019t focus on the soft skills. We were very much focused on the head and not enough on the heart.\u201d Emotional intelligence isn\u2019t just a human trait, it\u2019s a critical design consideration for AI interactions that feel helpful, not robotic.<\/p>\n\n\n\n<div class=\"layout-astro wp-block-salesforce-blog-related-trail\">\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__cloud\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-cloud-layout-astro.png\" alt=\"\">\n\n\t\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__background\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-background-layout-astro.png\" alt=\"\">\n\n\t<div class=\"related-trail__wrapper\">\n\t\t<div class=\"related-trail__content\">\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 345.8 82.8\" aria-hidden=\"true\" 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65.1z\" \/><path fill=\"#157139\" d=\"M56.9 67.3h8.8l-4.4-5zM23 71h9l-4.5-5.1zm-4.1-10.4-4.5 5h8.9z\" \/><\/svg>\n\t\t\t<h2 class=\"wp-block-related-trail__title\">Unlock trusted data with Data Cloud<\/h2>\n\t\t\t<p>Connect and harmonise data across every touchpoint with Data Cloud \u2014 so you can activate insights in real time, everywhere.<\/p>\n\t\t\t\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/trails\/unlock-your-data-with-data-cloud\" target=\"_blank\" rel=\"noreferrer noopener\">Unlock your data<\/a><\/div>\n\n\t\t<\/div>\n\t\t<div class=\"related-trail__mock\">\n\t\t\t<div class=\"related-trail__points\">+6,200 points<\/div>\n\t\t\t<div class=\"related-trail__eyebrow\">Trail<\/div>\n\t\t\t<p class=\"related-trail__trail-title h3\">Unlock Your Data with Data Cloud<\/p>\n\t\t\t<p class=\"related-trail__trail-description\"><\/p>\n\t\t\t<div class=\"related-trail__actions\">\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 10 10\" aria-hidden=\"true\"><path fill=\"#747474\" fill-rule=\"evenodd\" d=\"m4.93.69.88 2.88c.04.12.16.18.27.18h2.89c.29 0 .4.38.17.56L6.79 6.04c-.1.07-.13.2-.1.32l1.12 2.96c.08.27-.2.5-.44.33L4.85 7.77c-.1-.08-.23-.08-.34 0L1.97 9.65a.29.29 0 0 1-.45-.33L2.6 6.36a.3.3 0 0 0-.1-.32L.17 4.3c-.23-.18-.1-.56.17-.56h2.89c.13 0 .23-.04.27-.18l.9-2.9c.08-.27.46-.25.54.02Z\" clip-rule=\"evenodd\" \/><\/svg>\n<\/div>\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 9 5\" aria-hidden=\"true\"><path fill=\"#747474\" d=\"M4.16 4.5.26 0h7.8z\" \/><\/svg>\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__foreground\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-foreground-layout-astro.png\" alt=\"\">\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__parks\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-parks-layout-astro.png\" alt=\"\">\n\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">What We Learnt from Rolling Out Agentforce<\/h2>\n\n\n\n<p>When we introduced Agentforce into our own help portal, we made some of these mistakes ourselves.<\/p>\n\n\n\n<p>At first, we assumed that more content would automatically lead to better answers. But we quickly realised that more isn\u2019t always better. While <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-are-large-language-models\/\" target=\"_blank\" rel=\"noreferrer noopener\">large language models<\/a> thrive on data, their performance hinges on quality, not just quantity.<\/p>\n\n\n\n<p>We found that if the content was inconsistent, outdated or lacked relevance to customer questions, it led to confusing outputs\u2014what we call <em>hallucinations<\/em>. Simply put: if the content confused us, it would confuse Agentforce too.<\/p>\n\n\n\n<p>So we shifted our approach and got intentional. Here&#8217;s how we prioritised the right content to ground Agentforce with Data Cloud:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>High-quality content with positive customer feedback:<\/strong> even with limited survey returns, we trusted what customers had already responded positively to. This helped ensure Agentforce was serving up accurate, trusted answers.<br><\/li>\n\n\n\n<li><strong>Highly viewed content:<\/strong> The most visited articles pointed directly to top customer questions. If customers were looking at it, we made sure Agentforce could surface it too.<br><\/li>\n\n\n\n<li><strong>Content tied to common support issues:<\/strong> We focused on high-impact use cases where Agentforce could help deflect routine tickets, freeing up our teams to handle complex, high-touch experiences.<\/li>\n<\/ul>\n\n\n\n<p>During this process, we discovered content gaps\u2014places where the AI couldn\u2019t help because the information didn\u2019t exist. Instead of patching over them, we used that insight to improve our content strategy before bringing it into Data Cloud.<\/p>\n\n\n\n<p>The next step? Start by assessing your team&#8217;s AI knowledge and building a structured roadmap for continuous learning. AI-ready teams aren\u2019t just more productive\u2014they\u2019re the ones shaping the future of business.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Building a data-literate workforce doesn\u2019t happen overnight\u2014but with the right foundation, every team can turn data into a competitive advantage.<\/p>\n","protected":false},"author":147,"featured_media":12714,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"3f5a53748c4a4354b101037eGB","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[],"sf_content_type":[],"coauthors":[518,519],"class_list":["post-12712","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why AI Literacy Matters at Work - 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