How Agentforce Gets Work Done

Agentforce is built using smart technologies and highly customizable components. You might be thinking, smart? What makes a component smart? Well, Agentforce uses the power of artificial intelligence (AI), like machine learning (ML) and natural language processing (NLP), to make sense of your conversations, questions, or requests. Agents then process those requests by following your instructions so they can return responses that are grounded in your secure data. Many of the components in each agent can be configured to address unique needs across your organization.

Making your own AI Agent

  • Create Topics

    Create Topics

    These are categories or classifications of actions that define the overall job or jobs an agent can perform. For example, a topic called Order Management could initiate order-related actions assigned to it, like finding an order, tracking an order, or processing a return or exchange. The natural language instructions you provide in the topic tell the agent when to initiate specific actions and act as guardrails for the agent.

    AI Topics
  • Create actions

    Create actions

    Actions

    This refers to the individual tasks an agent performs to do a job. You can customize standard actions, or create new actions that use your own business processes, like an autolaunched flow that initiates a product return, a prompt template that generates sales emails, or Apex that calls a weather app. An agent can have one or many actions depending on the jobs it’s configured to do.

    AI Actions
  • Activate the Agent

    Activate the Agent

    Agent must be activated at thispoint

    Activate Agent
  • Reroute the Agent

    Reroute the Agent to a Flow

    Use the Reroute feature to assign the new Agent.

    Reroute Agent
  • Published Agent

    Use Publish to launch the Agent

    Launch the Live feed using the Publish feature

    Publish
  • Field Service example

    Field Service example

    "Service Appointment" is the central object linked to "Account" and "Contact". "Work Order" is related to service items like "Account", "Asset", "Lead", and "Opportunity". "Service Territory" and "Work Type" are connected to "Service Appointment". The chart uses color coding: blue for standard sales and service objects, orange for territory and scheduling objects, and green for the central service appointment object.

    Field Service