The Ultimate Guide to Salesforce Agentforce

Alice M.

Hawk-eye editor with a passion for trailblazing Salesforce experiences

Updated: Jul 11th, 2025

What is Salesforce Agentforce?

“Agentforce […] cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.” – Marc Benioff

Hot off the press of Agentforce 3.0 being announced, most organizations want to know if this latest release fulfills the revolutionary and labor-changing intentions of Salesforce’s premier AI solution. While 2025 has been the year of the agent, many members of the ecosystem have been skeptical on issues such as this technology’s implementation, integrity, and price tag. With the pricing model shifting from being charged per conversation to Flex Credits, Agentforce seems to have started to address these concerns, and overall, the 3.0 release appears committed to making the dream of a digital labor platform a reality.

With the omnipresent hum of agents, and ahead of Dreamforce 2025, we thought it made sense to give you the complete low-down on Agentforce, past, present, and future. Let’s go!

So, what is Agentforce for Salesforce? Well, first, it’s important to understand where Agentforce fits into the bigger picture of AI innovation. 

In the past, predictive AI was able to forecast trends and behaviors based on historical data – this technology has been around for decades.

Generative AI took this a step further with the ability to create new content, for instance, texts and images. This AI hit the mainstream with ChatGPT.

Autonomous AI revolutionizes things by providing a form of artificial intelligence that can engage in reasoning and make decisions on behalf of humans.

Agentforce is an example of this next-gen technology.

Powered by Salesforce’s Atlas Reasoning Engine, and integrated with Customer 360, agents are able to carry out tasks previously reserved for human intelligence. While there are still limits to this technology (and it certainly cannot replace more sophisticated human capabilities), agents can now take their place as digital employees.

An example of Agentforce acting as a virtual “employee” would be the reasoning it carries out based on the instructions you give it. For instance, when building an agent and configuring topics, an Admin needs to explain in natural language the scope of the project – the range of actions the agent is authorized to carry out. Agents parse this information and deploy interpretive skills to figure out whether or not they are authorized to perform certain actions.

This is not so different from a human employee trying to work out what their boss really wants!  

Key Features of Agentforce

A lot of the key features of Agentforce revolve around Salesforce Agentforce Service Agent capabilities, for example, handling cases and responding to customer queries independently of human intervention. While that is a common use case, there is, of course, a lot more to Agentforce features and business use cases than all that.

AI-Powered Chatbots

Salesforce Agentforce Agents can handle any customer queries and carry out intelligent reasoning without the need for human intervention. 

Intelligent Case Routing

One way to speed up customer response rates is to use Agentforce. With this AI solution, teams can route their incoming customer cases or queries to specific human employees based on the following criteria:

The skill set of a customer service agent.

The availability of a sales representative.

A top-performing technician in a specific field.

The right service agent who can understand the urgency of a customer’s query.

By directing cases to the most skilled human colleagues for the job, businesses get to resolve issues faster while boosting customer satisfaction levels. 

Additionally, customer-facing teams can balance their workloads more efficiently, as many of their incoming queries are no longer left on hold and can be managed independently by Agentforce’s case routing capabilities.

Omni-Channel Support

Managing customer service across multiple touch points can be a confusing and complicated task. Some customers prefer communication via detailed emails, whereas others want short and prompt chat messages. And what about your customer interactions across various social media platforms?

If your business wants to ensure that every message sent to customers is consistent across different channels, then it’s time for Agentforce’s Omni-Channel Support feature. It has AI-powered solutions for identifying and routing customer interactions to the most appropriate human professional at your company, and that’s from any communication channel.   

Personalized Customer Interactions

Salesforce’s Agentforce for Sales solution uses AI technology to create personalized customer interactions, which is essential for building stronger business relationships with leads. Agentforce can achieve this level of personalization because it can easily:

Analyze a lead’s past behaviors

Identify client preferences

Monitor real-time Salesforce data

Therefore, with Agentforce at their side, sales representatives can precisely customize each customer interaction, whether that’s via email messages, phone calls, or recommendations. 

By understanding customers better (thanks to Agentforce), sales reps can prepare for smarter interactions that close deals faster than before.

Real-Time Analytics and Reporting

With Agentforce’s real-time analytics and reporting features, managers gain better visibility in Salesforce regarding the following key areas of business operations:

Team Performance

Customer Trends

Pipeline Health

These real-time business reports are essential for giving customer service and sales managers the power to make rapid data-driven decisions.

Previously, managers had to wait for end-of-month reports to address issues or measure performance at a company. Now, with Agentforce, managers can pinpoint opportunities on the spot and proactively address issues to consistently meet the requirements and standards of their business. 

Benefits of Using Agentforce

There are several key benefits to using the Salesforce Agentforce platform, these relate to enhanced customer experience, reduced manual labor, and ramped up productivity. 

Enhanced Customer Experience

Agentforce is integrated with your Industry Cloud, enabling personalized insights into every customer.

Improved Agent Productivity

Say goodbye to manual work – audits, document management, approvals, and many more processes can be fully handled by Agentforce. Data-driven decision-making in real-time ensures that institutions can pinpoint trends, react accordingly, and plot out future strategies. 

Faster Case Resolution Times

With Agents, you get 24/7 support for client queries to enhance satisfaction and reduce case resolution time. 

Scalability and Flexibility

Salesforce is designed to support large enterprises, like the ones listed in the Fortune 500. Therefore, Agentforce, along with Salesforce’s tools and features are equipped to meet the needs of organizations that want to scale and grow.

Briefly take a look at what Salesforce’s Agentforce can handle in 2025:

Manage increasing volumes of data.

Support more customer interactions instantly 24/7.

Provide powerful automation capabilities.

As a result, Agentforce is ideal for small or large organizations that want to expand into new markets, generate more leads, or increase services without sacrificing on technology performance.

That’s scalability covered. What about flexibility? 

Agentforce has the necessary tools to support a variety of teams in working how they want for the best outcomes. So, whether your business has a sales, service, marketing, or HR department, Agentforce can flexibly fit into their custom Salesforce processes and use cases.

Obviously, this technology still comes with a price tag, learning curve, and implementation cost, so it’s up to you to calculate ROI for your organization. Most users in the Salesforce ecosystem still report teething issues, but in theory you should be able to scale this up nicely. 

How Does Agentforce Work?

Let’s see Salesforce Agentforce in action! 

AI and Machine Learning Capabilities

Given how sophisticated this technology is, there are still many unanswered questions on how Salesforce Agentforce AI works. 

Agentforce acts as a virtual “employee” and carries out tasks based on the instructions you give it. For instance, when building an agent and configuring topics, an Admin needs to explain in natural language the scope of the project – the range of actions the agent is authorized to carry out. Agents parse this information and deploy interpretive skills to figure out whether or not they are authorized to perform certain actions.

This is not so different from a human employee trying to work out what their boss really wants! At times, Agentforce’s reasoning is so advanced, it is not always clear as to what type of AI is powering specific actions. For instance in the builder below, is it readily evident what each input is calling? And what type of AI is powering the instructions? 

The good news is that Agentforce is hooked up natively to your CRM, so no need to do any development work or custom configuration to make them work together. Of course, if Agentforce is to work seamlessly with your CRM, you need to have the right edition of Salesforce (more about that below) and to ensure that your org has reliable data to fuel this AI. 

Setting Up Agentforce in Your Organization

What software do admins NEED before they can implement a fully autonomous digital workforce? 

Prerequisites for Implementation

Here are the basic requirements:

Salesforce Service Cloud

An Enterprise, Unlimited, Performance or Einstein 1 Edition from Salesforce

Agentforce for Service which costs $2 per conversation. It includes Agent Builder, Prompt Builder, Agent Wizard, and Pre-Built agent options.

Step-by-Step Setup Process

With the basics installed, admins can start building AI agents for financial service teams. As a first step, an admin would need to enable Einstein. To do this on your end, follow these easy actions:

1. Go to your Salesforce org and click on Setup in the Setup Menu. 
2. Use the Quick Find box to search for Generative AI. 
3. Select Einstein Setup when it appears and toggle the Einstein option to “on.”

Next, we can enable AI agents:  

1. Go back to the Quick Find box in Setup and search for Agents. 
2. Click on Agents, which will appear under Agent Studio, and toggle Agentforce to “on.”
3. You will see a list of agents at the bottom of your screen. Click on Agentforce (Default) and then the Open in Builder button.

You have now successfully created an Agentforce AI Agent! There’s just one last action.

Configuring AI bots and workflows

Topics are essential for guiding AI agents on how to respond to a multitude of incoming queries. So, the next intuitive step would be to configure topics for your AI agents. 

Follow these steps to give your agent a new topic: 

1. Delete the default topic by clicking on the drop-down arrow next to MigrationDefualtTopic. 
2. Select Remove from Agent. 
3. Click the drop-down arrow next to Manage the topics assigned to your agent and choose New Topic from the menu.
4. Remember to configure the following settings in your agent’s topic: Topic Label, Classification Description, Scope, and Instruction.
5. Click the Next button and tick all the checkboxes you need. These selections will give your AI agent standard actions.
6. Click on Finish and then Activate to save your configuration, which will enable your agent.

Testing and Deploying

Admins can quickly test and deploy AI agents within Agentforce by simulating real-world scenarios in controlled environments. The tests should measure the AI agent’s responses so that admins can refine the solution’s behaviors to match the requirements of a business.

Once thoroughly tested in Agentforce, AI agents can be deployed from Salesforce to various channels to ensure consistent and intelligent interactions with clients and partners. 

Best Practices for a Smooth Setup

All businesses gearing up for an Agentforce implementation want their setup to be successful. However, the key to success is starting with a solid foundation. 

Therefore, we have provided three gold standard guidelines to help businesses configure Agentforce quickly and efficiently. Check them out for a smoother sailing Agentforce setup experience.

#1 Start with Clear Objectives

Before enabling Agentforce in your Salesforce system, we encourage leaders to explain to staff what they would like to achieve with this AI solution and digital workforce. For example, does the business need to resolve customer cases faster or does it need optimized sales workflows? 

Defining these objectives clearly for employees will align everyone on organizational goals and ensure admins set up Agentforce to precisely match the needs of the business.

#2 Create One AI Solution

Admins might be excited to get Agentforce up and running across an entire organization once they catch wind of the benefits of automated workflows. However, our tip is to start small when configuring your digital agents and AI solutions in Salesforce. 

We think creating a single solution first is a safe move because Agentforce was only released in 2024, with version 3.0 recently deployed in June 2025. This makes Agentforce quite a new product with unforeseen issues for custom Salesforce setups. 

Therefore, we suggest implementing one solution for one business problem first. 

Then, you should get a dedicated team to test the AI solution thoroughly, preferably the employees who need help with the business problem. They will be the best candidates to raise issues that stem from your Agentforce setup.

Additionally, committing to one Agentforce solution will be easier to implement and fix than multiple live ones on the go. Once your AI solution has been refined, proclaimed bug-free, and approved by key stakeholders, there is nothing holding you back from easily scaling the configuration to other departments and teams in the business.

#3 Continuous Training

AI solutions are here to support businesses, their employees, partners, and customers. However, we cannot assume that everyone knows how to use these smart AI solutions to improve workflows or tasks on portals. 

So, our last tip is to invest time into training all your users on how to interact with your AI solution. It will give employees and customers the chance to trust your AI solution and know what to expect from it. 

If you want everyone who interacts with your business to embrace your new digital workforce, we recommend providing training via straightforward blog posts, exciting video tutorials, and a list of frequently asked questions to support users through various scenarios. 

Challenges and Considerations

While Agentforce is all the rage, there are still a lot of unanswered questions about this new technology. 

Common Challenges

The ability of Agentforce to integrate with third-party apps on the AppExchange is still being debated. While Salesforce-owned apps such as Slack are not an issue, it is unclear how smoothly Agentforce will work with many of your favorite third-party tools on the AppExchange. Many of these solutions solve tasks that native Salesforce software can’t, such as signing and generating documents and making forms. While it is relatively straightforward to invoke third-party integrations from within Agentforce, how simple is it to invoke Agentforce from inside an external application? While technically this is meant to be possible, it is still not entirely clear how to carry this out. Officially, Agentforce can be embedded in any external app using API, Flow, or Mulesoft, but currently, there isn’t a lot of available training on this or public use cases.

Another question surrounds the issue of “dirty data” – how can you ensure your agents are operating off quality and reliable data? One solid option is Data Cloud. While Data Cloud technically underpins Agentforce and the entire Salesforce CRM, you don’t need a full implementation of Data Cloud or to purchase credits to work Agentforce. If you are using Agentforce without Data Cloud, you will need to closely monitor your data quality – if not you risk compromising trust in your agents.

Then there is the cost of Agentforce:

In your Standard Success plan, you can access free Agentforce resources such as Trailhead training and knowledge base articles. This is great for purposes of upskilling but won’t enable implementation.

If you have Salesforce Enterprise Edition or above, you will get 1K conversations, 250 Data Cloud Credits, and access to tools for Sales, Marketing, and Service for free. This is packaged as Salesforce Foundations.

The most robust option is the “Agentforce” product which comes in at $2 per conversation. This includes your Agent Builder, Prompt Builder, Agent Wizard, and Pre-Built agent options.

While Data Cloud is not essential to use Agentforce, it is strongly recommended to leverage it as a guardrail against inaccurate data. The cost of Data Cloud varies and is based on usage, industry, and the size of your company. One hack is to purchase an edition of your chosen industry cloud that comes with data cloud credits.

Here are some solid plans that may complement your Agentforce use cases: 

Service Cloud for Enterprises: $165 user/ month

Einstein 1 Sales: $500 user/month

For more information on Data Cloud Pricing, check out this article.

As Agentforce becomes adopted at scale, we expect there will be a longer laundry list of common errors and issues to troubleshoot. Watch this space. 

Tips for Overcoming Challenges

Third-Party App Support: Salesforce ISV packaging for topics and actions is generally available as of this March – this seems to mainly address the ability of ISVs to create prompt templates and agent responses. One of the most eagerly anticipated innovations this year is the recent release of AgentExchange, which you can think of as a type of AppExchange for Agentforce. This new marketplace is set to see Salesforce partners contribute their own Agentforce solutions.

While this is still at a nascent stage, we are keen to see what partners and ISVs will bring to Agentforce this year! 

Dirty Data: All Salesforce professionals know that AI solutions are only as good as the data they work with. So, before adding Agentforce into a system, teams will want to ensure their company data is healthy. We suggest integrating Agentforce with Salesforce Data Cloud.

However, if you decide not to purchase Data Cloud, here are some steps to take that will help you clean up your org:

Do a general health check.

Get rid of anything that is not used, and archive redundant fields.

Check your data validations and identify records that don’t meet these requirements.

Given the expense, first check out your ROI when using Agentforce. It’s also worth factoring in that there may be associated development costs when customizing your ideal Agentforce solution. 

Agentforce Roadmap

2025 will see several notable Agentforce features rolled out. Here are some of the ones you should look out for: 

Agent Invocable Action: This feature was made generally available in February and it deserves a special mention. It allows agents to take the leap from simply reacting to taking proactive engagement in workflows. Using this feature, you can set conditions on which invocable actions should take place. This can boost business efficiency and enable agents to make timely interventions.

Custom Agent Template: This one is actually generally available as of March, but it’s worth sharing. The feature enables your teams to build custom agents from scratch to suit your specific needs. It accelerates processes and empowers builders to weave natural language and manual configuration to create custom agents flexibly and efficiently.

Agent Versioning: Another feature generally available as of March. It gives teams the ability to manage multiple agent versions more seamlessly. Relying on cloning and rollback processes enables teams to test versions without messing with your live environment.

Bot Migration: In April, the Bot Migration tool will be generally available. This feature will make it easier to migrate existing bots over to Agentforce Service Agent.

Next-Gen Chat: This feature is expected to be piloted in April to modernize the chat experience in websites and apps. It will include a more engaging redesign, giving agents the ability to take actions within apps, and boosting agent chat performance.

Voice Capabilities: now this is a good one! Agentforce currently doesn’t have voice functionality, but in May 2025, this is set to change – or we at least should have a pilot version. Agentforce will be offering a range of AI speech options such as text-to-speech, speech-to-text, and translation. This will of course boost user experience and enable agents to operate more flexibly and across a wider range of channels.

Agentforce Mobile SDK: in June, we are expecting to be able to pilot extending Agentforce to mobile apps. This includes both Salesforce and external applications. This will grant users the convenience of accessing Agentforce on the go.

Why Titan for Agentforce? 

If you’re looking for a 3rd party tool that syncs seamlessly with Agentforce, look no further than Titan, an all-in-one app with a 4.99/5 rating on the AppExchange. Using Titan and Agentforce, you can supercharge your business strategy, ensuring AI works as it should to offload heavy repetitive tasks for teams and allow them to really accelerate project timelines.

Imagine generating documents with e-signatures or automating any process you can think of, regardless of industry without human intervention. Employees are not machines who don’t need to sleep. So, why not use Agentforce to manage manual data operations in 2025? 

Well, there are a few drawbacks. Agentforce and the Salesforce platform as a whole lack robust native signing, doc gen, and form-building capabilities. This is where Titan comes in to extend your entire Salesforce AI strategy. You don’t need your own custom AI solution. 

With Titan’s no-code tools combined with Agentforce, digital agents can:

Get bi-directional data syncs between Salesforce and paper-based systems.

Work with structured and unstructured data in Salesforce.

Generate dynamic documents directly from Salesforce, such as quotes and invoices, by pushing a single button.

Predict contract renewals based on Salesforce data and then leverage Titan’s CLM to automatically generate contracts from your CRM.

Intelligently manage leads by assigning high-value leads to the most skilled salespeople. While Agentforce accurately prioritizes leads based on data analysis, Titan helps agents deploy Salesforce synced forms in an automated workflow.

Collect customer data via Titan’s Salesforce forms. Once this information is fed to Agentforce, it can make recommendations to personalize virtually any customer experience.

Collect and push documents like IDs, passports, and licenses to Salesforce from clients during onboarding programs. Titan can extract personal details from documents with our OCR feature and push data to Salesforce as records. Agentforce will help to cross-check approvals. Notifications are sent to relevant account owners.

Whether you need to elevate customer experiences with secure web portals and OCR flows synced to Salesforce or dynamically generate and sign documents from your CRM platform without code, Titan can help. Simply check out our Experience Studio or Document Studio packages on our pricing page for more information. 

Contract Renewal Use Case: Agentforce and Titan

Let’s check out a use case from Titan, a no-code platform. Contract renewal is fast-tracked when Agentforce combines with real-time document generation. Given neither Salesforce nor Agentforce has robust no-code doc gen capabilities, this showcases how ISVs can enhance Agentforce in 2025.  

In Service Cloud, Arthur McQueen, has a contract expiring soon. He wants to renew without speaking to a sales representative. So Arthur asks Agentforce for help:

Agentforce responds with contract details, saving Arthur time.

This is where Titan steps in, generating a link to Arthur’s contract. He authenticates via 2FA and is prompted to update his information in Titan. This syncs to Salesforce where Arthur’s record is updated and the contract marked as a draft. 

Agentforce provides a signature link to the Titan document so Arthur can sign the contract. All information is dynamically updated from Salesforce: 

The signed contract is sent to Salesforce where it is marked as complete. If Arthur chats to Agentforce, he will see the contract has been renewed.

Agentforce 3.0: Where are we headed? 

Agentforce 3.0, released to the market in June 2025, promises to resolve many known issues for companies still operating on digital labor platforms. Here are the highlights you need to know about. 

#1 Feature: The Agentforce Command Center

The Command Center is a key update from Agentforce 3.0. With it, businesses can track and measure the performance of their AI agents from a central location.

For example, here are a few ways to use the Agentforce Command Center:

Manage AI Agents

Managers can use the Command Center to see what AI agents are used for, analyze whether they work well for teams, and schedule system improvements. 

Measure AI Performance

Admins can use the Command Center to monitor an AI agent’s health by tracking alert notifications, that include performance levels, the number of errors it fires, and the number of escalations it has submitted.

Monitor AI Interactions

Sales, marketing, or customer service professionals can use the Command Center to analyze the AI agent’s interactions. They can also request recommendations from the Command Center to change how the AI agent performs or interacts with customers. 

Deep Analytics

Teams can access session tracing reports to understand an AI agent’s performance per session. This feature allows admins to troubleshoot an AI agent’s problems and optimize its performance. 

#2 Feature: The Model Context Protocol

This feature ensures that AI agents can work with your organization’s existing tools to send files to employees, update Salesforce records, and trigger workflows. 

Salesforce calls it their universal plug, a sort of “USB-C for AI agents.”

Here are a few things the Model Context Protocol (MCP) can do for IT teams:

Connect to Multiple Systems

Admins can use MCP to quickly integrate into various systems in a tech stack without custom setups. 

MuleSoft Integration

Admins can use MCP connectors and MuleSoft to convert APIs and integrations into compatible services, enabling them to build and manage many workflows that include AI agents. 

Heroku Integration

Developers can create custom MCP services with Heroku infrastructure and automation. It will be a fast and secure way to integrate many apps and tools into Agentforce. 

A Governed Gateway

In this release, Agentforce delivered a governed gateway with MuleSoft. It can be used to register AI agents, identify them, and manage policies. Under the governed gateway, admins can configure which tools agents sync to and how they behave. In this way, admins can ensure agents are following their organization’s security and compliance standards. 

#3 Feature: AgentExchange

The AgentExchange is Salesforce’s new marketplace for everything related to Agentforce. You can find it in Salesforce to access third-party apps that help you create and launch custom AI agents. 

A few companies have been added to the AgentExchange marketplace for Salesforce customers. Let’s check them out.

PayPal

PayPal offers businesses an MCP server and agentic commerce capabilities that require no manual inputs. It will help service teams manage the generation of compliant invoices and empower their Agentforce solution to process transactions and send out emails that contain invoices.  

WRITER

The Writer MCP server delivers AI agents that can help teams with automated content, gathered information, and compliance checks in Salesforce workflows. 

Box

By using Box services, businesses can use their Agentforce solution to retrieve documents from Box accounts. The solution will also summarize key terms in the document and can send the file to a colleague via Slack along with the next steps for the person to take in a workflow. 

Our Last Thoughts on Agentforce 3.0 

Those were just a few highlights from the latest release of Agentforce. They are indeed exciting as they promise a new way of working with data, assets, workflows, colleagues, and customers. 

However, it’s still very early days. Watch this space to see if Agentforce 3.0 lives up to the hype it has generated!

See you soon!

• Twitter
• Facebook
• YouTube
• LinkedIn

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.