Salesforce's AI agents: they qualify leads, answer customers and act in the CRM — inside the Trust Layer's guardrails.
Agentforce puts autonomous AI agents to work: they answer customers on the website and on WhatsApp, qualify leads, update records and open actions in the CRM — grounded on Data Cloud data, limited by defined topics and actions, supervised by the Trust Layer. And when the conversation exceeds the mandate, they hand over to a human with the full context.
You start from a closed domain (orders, returns, FAQs) and widen with results: trust is built.
Risky actions pass through a human: autonomy calibrated on the possible damage.
The agent is worth the knowledge it reads: content maintenance is part of the service.
Resolution rate, escalations and CSAT: the agent is managed like a team member.
Agentforce builds agents that act: topics delimit the domain, instructions guide the behavior, actions (Flow, Apex, prompt templates, MuleSoft APIs) execute; the Atlas Reasoning Engine plans multi-step with grounding on Data Cloud and knowledge; the Einstein Trust Layer masks PII, applies policies and keeps the audit trail; the Testing Center evaluates agents on datasets before release; pricing is per conversation/action.
Night requests resolved, not parked.
Every completed form receives an immediate, intelligent follow-up.
HR and IT: repetitive questions removed from the queues.