Agentforce capabilities for autonomous process automation
Key Takeaway
Use an agent when unstructured input must be interpreted through reasoning. Use Flow and Apex for rule-based work where you can define every branch and outcome at design time.
Agentforce is a conversational AI solution on the Salesforce Platform, made up of autonomous agents. These agents understand a request and then take action, with or without a human involved. Unlike a flow that follows fixed steps, an agent reasons about what the user wants. It then picks the right actions to reach the goal, within the instructions and guardrails you set.
What an autonomous agent can do
An autonomous agent is an advanced type of AI that can understand and respond to inquiries, then take action. Given an objective, it can do the following, all within the use cases and guardrails you set:
- Generate its own tasks
- Anticipate next steps
- Change course based on user input
- Start new tasks
Agents fit four main kinds of work:
- Automating repetitive tasks, such as updating a Salesforce record, answering a simple question, or drafting an email
- Giving personalized customer service grounded in business data
- Giving insights about a record or page, such as summarizing a case and suggesting actions
- Helping with creative tasks, such as drafting emails, newsletters, and text messages