Agentforce for Public Sector

Transform Engagement with Agentforce
Agentforce leverages AI, data, and automation to revolutionize customer interactions. Powered by the Atlas Reasoning Engine and secured by the Einstein Trust Layer, it delivers fast, accurate, and secure insights. Seamless integration with Salesforce apps like Sales, Service, and Marketing extends the value of your existing investments, including custom apps and Einstein AI models.

Focus on Impact
With Agentforce, you can create a 360-degree view of your constituents, automate routine tasks, and free your team to focus on what matters most—building meaningful relationships and making a real difference.

Next: Click on “3. Building Intelligent Agents”

Agentforce is powered by three key elements: Topics, Instructions, and Actions.

• Topics define the tasks your agent can handle, organizing its capabilities to focus on specific needs.
• Instructions are plain-language guidelines that shape your agent’s decisions, ensuring it selects the right actions, asks clarifying questions, and provides relevant info—no coding needed.
• Actions are tasks your agent performs, from retrieving data to updating records or analyzing PDFs. Use tools like Flows, Apex, or Prompt Builder to define these actions and assign them to relevant topics for maximum flexibility.

Next: Click on “More…” then “4. How Agents Work”

Actionable Insights with Trusted Data
Agentforce crafts plans using Einstein to execute actions like Apex code, Flows, and prompts, all grounded in trusted business data from Data Cloud. This ensures responses are not only accurate but also personalized and relevant to each user's situation.

Clear and Reliable Responses
Einstein delivers concise responses with all necessary details, such as application status, next steps, or helpful resources. Grounded in reliable data, you can trust the information is always accurate and up-to-date.

Built on Intelligent Foundations
Topics, Instructions, and Actions form the foundation of Agentforce, enabling it to understand requests, access the right data, and deliver intelligent, personalized experiences.

Next: Click on “More…” then “5. Agentforce in Action”

Agencies can have thousands of documented policies and regulations. Agentforce can help save significant time for both constituents and employees sorting and reading through documents for their situation. Agents can be surfaced externally to interact in conversational language with users. We call these autonomous agents. Autonomous Agents can intelligently respond with clarifying questions when interacting with a customer and bring back precise insights by pulling key information, like relevant regulations from multiple sources and documents to streamline the process and make it feel less complicated.

Next: Click on “More…” then “6. Empowering Caseworkers with Agentforce”

At the core of every agent is the Atlas Reasoning Engine, driving its logic and responses. With the Agentforce Builder, admins can see how answers are generated, preview responses, and refine the agent’s logic. By simulating a caseworker’s query, the Reasoning Engine reveals the full process—from reviewing the request and identifying the topic to data retrieval to applying guardrails and finally executing topic-specific actions—ensuring transparency and precision in every response.

Next: Click on “More…” then “8. Public Sector Agentforce Use Cases”

For public sector your work has a tremendous impact on citizens and Agentforce is here to help you amplify that impact.

Whether it's child welfare, public safety, social insurance, or IT, Agentforce can help you access information faster, reduce incident report times, process claims more efficiently, and even automate custom license plate processing.

The possibilities are truly endless. Think about how Agentforce can make your day-to-day easier and more impactful.