Get to Know Agentforce for Industries

Learning Objectives

After completing this unit, you’ll be able to:

Explain how AI agents can be used in industry-specific Salesforce Clouds.
Identify Agentforce out-of-the-box capabilities for an Industry Cloud.

Discover How Agentforce Can Transform Your Business

Welcome to the world of Agentforce, where enhancing productivity and customer interactions is just the beginning of the next wave of autonomous AI. Agentforce is a suite of customizable autonomous agents—powered by the Customer 360, Data Cloud, and Salesforce Platform—that makes deploying and getting value from trusted AI easier than ever. If you’d like to learn the basics, we suggest starting with the trail, Get Ready for Agentforce.

Agentforce offers trusted and easy-to-use artificial intelligence (AI) agents for every customer experience in every industry. An agent is a digital assistant, securely grounded in your Salesforce data, that can learn, adapt, and perform tasks without constant human intervention. You can use conversational AI agents and integrate them with Salesforce to simplify processes, offer personalized interactions, or ensure efficient issue resolution. These are some ways that humans with agents increase customer success whether you’re in retail, banking, nonprofit operations, or any of the more than a dozen industry solutions that Salesforce offers.

Show Up for Your Customers Faster and More Efficiently

You can use Agentforce to help capture some of the following business opportunities and gain more value from your investment in the Salesforce Platform. Here are some examples of common business challenges that can benefit from Agentforce.

Employees spend too much time on low-value or repetitive tasks.
You have too many tasks and not enough people to achieve them.
You want to create seamless customer interactions whether they contact you or you’re reaching out to them.
You want to build loyalty and trust among your prospects and customers through personalized interactions.

These are just a few ideas. You can build your own custom agents to solve specific issues within your business, too. For example, an agent that provides product recommendations grounded in your company's unique product catalog.

Customize AI With Industry-Specific Business Needs

Agentforce, grounded in your industry, is the only AI solution that gathers information from your Salesforce data and other sources. With this, an agent reasons accurately, takes autonomous actions, and can complete hand-offs seamlessly to your employees when work falls outside their guardrails.

With Agentforce, the scope of actions can be customized from simple to complex, so you can tailor it perfectly to match your business needs. Salesforce Industries Clouds have roles already defined, and this allows an agent to solve domain-specific customer problems. Industry data models provide excellent grounding context, which results in more accurate agents.

Industry-specific Salesforce customers have spent the past 10 years building a rich library of domain-specific business processes that can be used as Agentforce actions, right out of the box. For some industry use cases, the compliance features improve the Trust Layer, providing enhanced trust for businesses in regulatory environments. For example, the guardrails you create for an agent that provides patient care summaries that follow regulatory privacy rules for personal health information.

Agentforce Is Smarter When It’s Built on Your Business Data

The basic building blocks of Agentforce are topics, actions, and instructions. When you design an agent to operate with these parameters, you customize when and how it functions. Although we offer a variety of AI prompts within Salesforce, we encourage you to extend and customize your agents so they meet your specific business needs.

If you’d like to practice building a starter agent, don’t miss the Quick Start: Build Your First Agent with Agentforce badge. After you’re comfortable building an agent, include references to your custom business processes within Salesforce or a Salesforce Data Cloud connection. And you’ll be on your way to serving customers 24x7 with agents that take action for you, and improve your employee’s productivity.

To design your custom agent, one of the first decisions you need to clarify is the use case and the business objectives for the agent. Consider some of the following use cases as examples of how to plan for your own agents.

Financial Services—Client Meeting Preparation

Business need: Preparing for client meetings involves gathering and summarizing relevant client data, which can be labor-intensive.

Agentforce solution: An agent can automate the aggregation and summarization of client data, providing comprehensive prep materials that ensure meetings are productive and informed.

Nonprofit—Donor Engagement

Business need: Gift officers are tasked with the time-consuming task of developing personalized proposals that appeal to high-net-worth donors and adequately showcase the impact of their contributions.

Agentforce solution: Build scale capacity for Gift Officers by having the agent gather relevant data from the Account, Donor Gift Summary, and Contact profile to craft a meaningful proposal based on the data and prompt inputs.

Health & Life Sciences—Patient Data Management

Business need: Healthcare professionals face challenges in accessing a complete and up-to-date view of a patient's medical history, current medications, recent test results, or other relevant information.

Agentforce solution: An agent can gather complete patient profile information and summarize it in natural language without having to navigate tabs and then store the summary in a provider-accessible format.

In the following table, explore how the rich Agentforce library of domain-specific processes and AI prompts can help you achieve more without increasing the workload on your existing employees. Reference your industry to find relevant information to get started with Salesforce agents. Make the most of these tools to build agents that enhance customer satisfaction and reinforce your business success.

Now that you have a better idea of what Agentforce is and how an agent can work within your industry, take the next step and build your own custom agent. Then watch your sales and customer satisfaction grow.

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