ResidentialBusiness Posted February 21 Report Posted February 21 Salesforce is an incredibly powerful platform, able to handle most of your organization’s needs in sales, customer support, and even marketing. But while a host of automations and integrations allow Salesforce users to streamline much of their work, there’s a feature that can do much more, and do it more autonomously. Here’s your quick guide to Salesforce Agentforce and what it can do. What is Salesforce Agentforce? Agentforce is Salesforce’s AI agent functionality, which allows Salesforce users to instantly unlock more bandwidth for everything from processing incoming customer requests to booking sales meetings and managing their pipeline. More than just another chatbot or AI automation platform, Agentforce actually allows organizations to deploy independent, autonomous AI agents that are about as close to a real person as AI can get. How AI agents work Over the past few years, most professionals have become acquainted with AI tools like ChatGPT, Midjourney, and Jasper. Tools like these are used for everything from drafting emails, automatically transcribing meetings, and pulling insights from large data sets. While these tools can handle a staggering variety of tasks, they need precise direction from a user — unless that direction was already coded in by a software engineer. AI agents are self-directed and able to autonomously make decisions, take complex actions, and report on findings. Where a tool like ChatGPT processes a user’s request based solely on available training data, an AI agent can interface independently with other software tools and new data. That means Salesforce Agentforce allows users to automate far more than they could before, and even offload routine decisions to an AI agent. 5 ways to use Salesforce Agentforce You don’t need to be a software engineer to set up your first Salesforce AI Agent. That means every team can quickly deploy their first agent and see the benefits in their day-to-day operations without depending on technical help or waiting weeks for it to be deployed, as with other automation or integration solutions. Here are just a few examples of how your organization might use Agentforce agents. Optimizing self-serve customer support Most organizations use chatbots to handle simple, routine customer inquiries already. Through tools like Salesforce, they also automate ticket triaging, escalations, and more. But an AI agent can do a lot more. Chatbot conversations can be stilted, overly verbose, and rarely suited to resolving more complex issues. AI agents can actively search through your organization’s data on the fly, during a conversation with a customer, and even automatically identify tickets that need to be escalated to a human support agent. They can even pair up customers with those agents by sharing meeting links to schedule follow-ups. Automating routine support tasks Handling incoming tickets is far from the only task customer support agents are responsible for. Depending on your industry, there can be multiple requests that are common enough to be routine but complex enough that regular automations and AI tools can’t handle them. That might be because data needs to be pulled from multiple sources or an interaction with other software is actually needed. AI agents can perform many of these tasks autonomously, freeing up customer service agents to take on more important issues. Examples of these tasks include: Changing reservation information for a restaurant. Redeeming loyalty points for an e-commerce site. Canceling and refunding subscriptions for software companies. Rebooking appointments for a professional services firm. Delivering better sales experiences based on data In certain industries, salespeople get deeply involved with every customer not just before they become a customer, but throughout their relationship with a company. They might have a direct hand in onboarding, deployment, or fulfillment. They might offer exclusive offers and discounts throughout that customer’s journey, based on the customer data they have available. But at a certain scale, that becomes unsustainable, unless the organization hires a veritable army of salespeople. AI agents can handle many of these touchpoints, seamlessly pulling data from throughout your Salesforce workspace and finding opportunities to surprise and delight customers just like a human salesperson might. Kick-off workflows from your chat app How often does a project, initiative, or campaign start in your chat app? Someone has a spontaneous idea and you all agree it should be pursued. But when it’s time to actually follow through on that idea, someone has to go into Salesforce, a project management tool, or another platform to actually set the stage for the work that needs to happen. Because Agentforce can be added directly to chat apps like Slack, you can go from an idea to an initiative in a lot less time. Your AI agent goes beyond typical software integration, automatically referencing any necessary resources or tools when doing the work to set things up for your team. Supercharge sales training Sales training is essential to building a team of overachievers, but training new sales reps gets exponentially more difficult as you scale. With Agentforce, you can give sales agents a way to work on their pitches, practice dealing with common objections, and negotiate tougher deals. Your AI agent will roleplay as prospects your organization regularly deals with to prepare your salespeople for anything. Doing that with human trainers would take a massive amount of time and resources, which you’ve now freed up for other important tasks. Want to take your Agentforce agents to the next level? Check out Unito’s free ebook: 15 Ways to Integrate Salesforce in Real-Time. Deploy agents in force With Salesforce Agentforce, you can deploy AI agents that take on everything from repetitive routine tasks to entire workflows, no matter how complex. If you’ve been looking for a way to empower your sales and support teams to take on more mission-critical tasks while automating the routine, then these agents might be the way to go. FAQ: Salesforce Agentforce What is Salesforce Agentforce? Salesforce Agentforce is a built-in tool for creating and deploying AI agents in Salesforce. These agents can automate routine tasks and take on entire workflows. They’re far more advanced than chatbots like ChatGPT. Is Agentforce the same as Copilot? Agentforce is provided by Salesforce while Copilot is a Microsoft product. Beyond this, Agentforce allows for the creation and deployment of AI agents, which can perform complex tasks autonomously. Copilot is designed to assist people in their own tasks by giving insights and looking up information. Who is Agentforce for? Agentforce is for Salesforce admins who want the ability to automate even the most complex workflows for their teams. View the full article Quote
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