in the Summer 25 release,
the latest innovations directly
from our product experts.
to the agent building experience
to make it easier to build,
with agents that have impact.
taking your questions directly
their answers on Salesforce Plus.
So check out the description.
We've got the link to the Q&A form
to make all purchasing decisions
we're diving into how Agentforce
clears up admin confusion
like topic overlap detection
and automated configuration checks.
to show you features that help
you get ready to go live.
Let's talk about something that
and that is set up uncertainty.
are going to be interpreted
You might think that you've created
clear and distinct topics,
actually ready to go live?
are going to quickly notice?
at how Agentforce help solve
that I've put together that helps
with topic overlap detection.
If I want to create a new topic,
I want a way for customers to
a previously booked vacation.
AI assist is going to get started
by creating all the topic metadata
This looks good enough for now,
Immediately, once I've done that,
there's a bit of topic overlap
between this newly created vacation
and one of my existing topics.
compare those topics right now.
But I'm going to ignore this
because we're going to come back in
I want to show you our new
agent configuration review.
So if I think that my agent
is ready to be activated,
I can go ahead and select
because the LLM is inevitably
going to have a difficult time
knowing which topic to pick.
or I can review my agent checklist
and get a bit more detail.
if you watched last Release
but we spent a good amount of time
from around your Salesforce org
automated checks telling you
which steps you have completed
and help text to make sure
in the quickest way possible.
detection can also be found here.
that have a bit of overlap.
booking and travel booking.
And it shows that there's
detected between the two.
actually it's fine just being one,
is going to help me do that
automatically to make these topics
I can apply these changes,
or I can come in here and edit this
text to refine as I see best.
The checklist has also noted
that I have some missing steps
I haven't added a data source
or a knowledge base to my agent
answers based on my business,
and exactly how I can do that.
connected a escalation flow
to a human service representative.
First, I'll come to my data
tab and associate a data library.
We'll just use the add the box
You could also use PDF or
directly to your website.
This looks good so I'll save that.
Additionally, let's come into
my escalation or outbound flow.
and activated. That's important.
what message is shown by the agent,
Let's come back to our checklist,
and we're going to refresh
Coming back to my checklist,
the data source has been,
And the escalate conversations
as well has been taken care of.
look at how Agentforce is helping,
smarter and more reliable
So thanks for watching. And Carolyn
I'll pass it back to you.
Agentforce takes the guesswork
out of launching your agent
admins their confidence back.
Now you can render rich formats
using agent for surfaces.
This is one you have to see.
Director is here to show you.
So let's take a look. To everyone.
I'm a PM with the Agentforce
as a key app platform capability
Agentforce service agent,
and if you want to deliver this,
you only have a text experience
show rich images or carousels
or cards, links, it's not possible
today, we want to address that gap
agent services capability.
Go to the connections tab.
And then now you will see
turn on Adaptive Response Formats.
but we are going GA on by 19,
So by the time you see this video,
you have to deactivate your agent
and then you can enable that.
Since I've already enabled
this I'm not going to change this,
what are adaptive response formats.
in the context of the agent
to provide a very seamless
that you could potentially have
what is the right response
you want to show for your end user.
response can be converted
As long as you have set the output,
correctly from your agent.
Okay, so once you turn it on,
Agent and you are ready to go.
you no longer need to worry about,
configuring these responses
because all this is dynamically
So your agent will be able
to deliver this rich responses,
based on whatever the agent
if your agent is responding
with the list of information
for this particular output,
a rich carousal experience
can have a rich experience
across all their clients,
but also in other clients
the desire engagement today.
And, I'll show you how that works.
I'm going to ask some questions.
some additional questions here.
with some additional details
for additional information.
So I'm going to type my first name.
And once I send that information
it looks up that information
And it's able to now render
a very rich experience here.
a rich, carousal experience here
and details of the package. Right.
respective link and directly
So the agent response here
was dynamically converted
and then rendered as a rich,
agent services capability.
Now let me go and ask about
scheduling an appointment.
This whole content is now
rendered as a reach button
automatically without you
having to do any configuration
From your, service agents.
with other third party channels
Messenger line, WhatsApp,
and Apple messaging for business.
very rich, engaging experiences
and provide a small feedback.
Rich and engaging experiences
So we're going to round out
You did all that hard work
creating your decision trees.
you like to take advantage of that?
but instead cost per build.
manager, Technical Product
saving feature. Let's take a peek.
This is our service website,
bot our company uses to resolve
so it's pretty good at helping
and answering suggested questions.
But if we wanted to go even farther
the context of our question,
it usually needs to transfer
behind the scenes to see why.
all that branching logic.
how even the bot follow up
of how a human will react.
the flexibility of agents provides
a much better customer experience.
Agents are designed to take
grounded in your data and actions,
and they will perform that role
within the guardrails and channels
All built on a foundation of trust.
can expand these capabilities
by switching over to setup,
upgrade my bot to an agent
these three simple steps.
Then I'll move on to step two,
the most recent version of my bot,
and then click to create an agent
all of the dialogs, actions
that are already built into my bot
how to set up this bot as an agent
within Agentforce the instructions.
we now have recommended topics
with their related actions,
you've already put into your bot.
Now we need to explain to
the agent what their role is
these inputs as guardrails
they are only supporting the tasks
that are part of their role.
And now we've created our agent.
we'll open Agent Builder,
to our newly created agent.
the topics that were auto generated
based on my own signed bot.
the natural language description,
It's auto generated as well.
And if I look into this action
automatically based on the logic
This will allow the agent
that the customer requests.
on more complex questions.
Now that we've seen how much time
we've saved with everything
that's been auto generated,
let's test out our new agent
You can see we're now getting
allowing users to speak in
and then executing the action
to provide details about the order.
And after testing this new agent,
if I want to add more instructions
or even add a new action,
I can do it with just a few clicks
and the agent will decide
it should use the new action
Once I've thoroughly tested my agent,
and deploy it on my website.
when a customer is looking
they can access Agentforce
the true context of their question
and provides a deeply personalized
about their most recent order.
The agent dynamically checks
if this is something it can support
based on the status of my order.
This is how you can convert
and it's going to save you
Highlights of a few top features
in summer 25 for Agentforce.
to check out the release notes
for all features and enhancements
and be sure to fill out that Q&A
form to get your questions
answered by the product team.
Tune back in to Salesforce
And thank you for joining us.
We will see you in winter.
