Do you remember our series: An Agentforce Explanation? If you haven’t, we suggest taking a look at our Overview of Agentforce in the string of posts before diving into this article. It will prepare you for the next enhanced version released by Salesforce: Agentforce 2.0!

Let’s get started!

What is Agentforce 2.0?

The next generation of artificial intelligence (AI) technology from Salesforce is designed to eradicate manual tasks from operations and refine customer interactions.

With Agentforce 2.0, businesses get better tools compared to the original release. Still powered by AI, Agentforce 2.0 is here to upgrade:

• Customer Engagement Strategies
• Process Automation
• Business Decision-Making

Now, systems can work with better real-time data insights and receive AI-generated recommendations to act in the best way possible. These optimizations will make your digital workforce more efficient for the fastest workflows. For essential information, like how much this Salesforce AI tech will cost your company, make sure to read our Agentforce Pricing article. 

New Agentforce 2.0 Features

Agentforce 2.0 from Salesforce works well in all business units. It assists human teams and digital AI agents by performing tasks in Salesforce faster so that businesses can assist clients better than before. As an example, digital agents from Agentforce 2.0 can be added to Slack or a specific business task to streamline communication and collaboration between employees and customers.

Let’s now dive deeper into Agentforce 2.0 and explore its key features. 

1. Autonomous AI Agents for Sales Development and Coaching

The first feature of Agentforce 2.0 we want to discuss is its ability to build autonomous AI agents. This digital workforce can assist professionals with sales development tasks and real-time coaching for career advancements.

As Agentforce 2.0 has AI tools for automation, they can assist with the following sales tasks:

• Automatically reach out to leads with personalized messaging.
• Interact with sales professionals in real-time and give them tips to perform their jobs better.
• Automatically schedules appointments and reminds sales professionals to follow up with customers at the right time. 
• Agentforce 2.0 monitors sales interactions and gives guidance to reps on how to improve performance.

In this way, Agentforce 2.0 empowers sales teams with the knowledge and skills they need to sell smarter and faster. 

2. New Integrations

MuleSoft is known for improving data connections across systems, whereas Tableau is popular for providing data insights. Therefore, it’s no wonder that Agentforce 2.0 made sure it could integrate with these two well-liked programs in the business world. 

MuleSoft helps Agentforce transfer data between Salesforce and other external systems, such as:

• Policy Platforms
• Databases
• Customer Relationship Management Systems

Tableau gives Agentforce 2.0 the power to analyze data in more advanced ways. Therefore, Agentforce 2.0 and Tableau combined with AI technology supports digital agents by giving them access to accurate and reliable data when they need to make quick decisions.  

Although MuleSoft and Tableau make Agentforce 2.0 smarter and ensure data is connected throughout systems, you can enrich your customer profiles even more with the help of Titan.

Titan integrates with Salesforce without code to bi-directionally sync data in real-time between your custom web projects and CRM platform, giving your digital workforce all the information they need to make accurate actions and responses.  AI agents can also work with Titan’s features like document generation for Salesforce, to quickly whip up pre-filled invoices, quotes, and more for customers.

These powerful no-code Titan features help to optimize and streamline business processes from start to finish.

3. New AI Agent Builder Provides Recommended Agent Skills

Now, when admins build AI-powered agents, they get support from Agentforce 2.0. This means that the AI Agent Builder will recommend skills to choose from when admins build agents that are based on the following:

• Historical Data
• Suggestions Based on Previous Interactions with Users

However, admins can also customize AI agents for a particular job role that requires specific technical skills, such as marketing within Agentforce. Either way, the upgraded AI Agent Builder gives teams smarter agents that are well-equipped at engaging with customers. 

4. Agentforce is Now Compatible with Slack

Salesforce wants businesses to have seamless communication between their employees, digital workforce, and customers. For this reason, Agentforce 2.0 integrates with Slack. Let’s take a look at what this means for a business:

• Human agents or customers receive real-time notifications in Slack from digital AI agents.
• Digital AI agents can create and assign cases to human colleagues in Slack.
• Sales professionals can discuss leads, opportunities, or cases in real time in Slack.

As we can see, Agentforce 2.0 combined with Slack helps bring human and digital AI agents together to work faster by keeping everyone on the same page about business operations. 

5. New Enhanced Reasoning with Atlas Reasoning Engine

The Atlas Reasoning Engine plays a huge part in Agentforce for developers and admins. It creates plans that help digital AI agents perform their work better. It can then monitor the performance of digital AI agents, examine how the behavior can be improved, and then optimize the original plan. During this process, the Atlas Reasoning Engine will add more data to the digital AI agent’s plan if needed.

The enhanced reasoning capability from Atlas allows a digital AI agent to examine all business processes, like flows and determine which one to use in any situation. Additionally, the Atlas Reasoning Engine makes digital AI agents smarter, as they can interact with a customer or a human colleague based on their favorite channel of communication.

Here are a few ways that the Atlas Reasoning Engine boosts Agentforce 2.0’s functionality:

• Gives digital agents AI technology to make smarter decisions autonomously.
• Improves digital AI agents’ understanding of communication by giving them the power to analyze difficult situations and provide better recommendations.
• Digital AI agents continuously learn from interactions with customers and colleagues to improve their own reasoning skills. 

Overall, the Atlas Reasoning Engine supports both human and digital AI agents for faster business processes and customer interactions. It gives humans the real-time insights they need to improve their jobs and teaches digital AI agents to respond in natural yet accurate ways.

An ideal solution when using Agenforce for sales.

Wrapping Up New Agentforce 2.0 Features and Capabilities

Thanks for reading our article on Agentforce 2.0. In it, we covered five of the most popular features from the latest release of Salesforce Agentforce. If you are looking for more Agentforce content to read, make sure to check out our other essential articles in this series:

• Einstein AI Vs. Agentforce
• Agentforce Data Cloud

Augment Agentforce 2.0 with Titan

Your Agentforce is only as good as the data you collect. It needs accurate and the most recent business data to quickly respond to human customers and colleagues. If you want richer data in real-time we suggest you check out Titan.

Our platform integrates directly into Salesforce with point-and-click configuration to get you up and running instantly. It then gives your business the power of bi-directional data flows. This means that you can pull data into your custom web projects, but also push it back to Salesforce for your digital workforce to utilize.

Titan empowers admins to build forms, surveys, documents with e-signatures, and even portals too with intuitive drag-and-drop tools. These data collection systems have a range of styles, features, and interactive functionality to appeal to customers and ensure data is automatically collected seamlessly.

For more information on how to refine your Salesforce AI CRM and optimize processes, contact us through one of our social media channels below. We would love to assist.

See you soon!

Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.

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