Employee versus Service agent use cases
Key Takeaway
To pick the right agent, first ask who is asking for help. Employees use Employee agents, and customers talk to Agentforce Service Agent.
An Agentforce agent is software that uses generative AI to do a job or to help someone with a job. Employee agents help your employees with internal work. Agentforce Service Agent talks directly to customers to resolve their cases.
How an agent works
An agent reads a request, such as a question, and decides what needs to be done. It then follows the instructions and uses the data it was given. Those instructions also act as guardrails, so the agent stays on task and does not hallucinate.