When an Agentforce agent is the right tool
Key Takeaway
An Agentforce agent is the right tool for fluid, conversational work grounded in business data, when the use case passes five tests: value, work, decision-making, risk, and data. For strict, scripted conversations, an Einstein Bot is the better fit.
An Agentforce agent is a goal-oriented AI assistant. It takes an action or a series of actions to finish a job for your employees, your customers, or your organization. Not every idea suits an agent, so admins test each use case. They also compare the agent with an Einstein Bot or a flow to choose the right automation.
What an Agentforce agent can do
An Agentforce use case is an application of AI where an agent accomplishes a goal or job-to-be-done on behalf of employees, customers, or the organization. Agents can start and finish a sequence of tasks, handle natural language conversations, and securely give answers drawn from business data.
Out of the box, an agent can:
- Summarize records such as opportunities, accounts, and cases.
- Draft or revise emails.
- Find and update records.
- Aggregate Salesforce data.
- Answer questions from your knowledge base.
Agent types differ in how they work with people. Some agent types assist and collaborate with a Salesforce user in the flow of work. Other agent types can also act on behalf of a user or customer, based on the use cases and guardrails an admin specifies. Agent types also differ in where they appear: some appear in the Salesforce interface, and some can be added to customer channels.