Get Started with Agentforce Service Agent
Learning Objectives
After completing this unit, you’ll be able to:
- Describe Agentforce Service Agent.
- Explain how Agentforce Service Agent is different from other bots.
What Is Agentforce Service Agent?
Agentforce Service Agent is a massive leap forward in customer service automation. Unlike traditional chatbots that rely on rigid, declarative dialogs, these autonomous agents use generative AI to operate 24/7 across self-service portals and messaging channels to handle tasks, make decisions, and provide natural responses aligned with your company’s brand. Because Agentforce Service Agent is grounded in your trusted business data and knowledge base, it delivers the most relevant, context-aware information to meet specific business or customer service goals. Agentforce Service Agent automates common tasks and frees up your service team to focus on more strategic, high-value work and building customer relationships.
Key Benefits of Agentforce Service Agent
Agentforce Service Agent offers flexible solutions to customer service challenges.
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Responds 24/7: Answers questions, deflects cases, and meets service goals on channels at any time of day, whenever is convenient for your customer.
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Replies naturally: Uses generative AI to craft conversational responses that understand context and match your brand’s voice.
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Adds clarity: Instructs AI agents to ask questions specific to your business to gather and share more accurate information.
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Handoffs to humans: Lets AI seamlessly transfer or escalate conversations to live agents who can solve more complex issues.
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Deploys quickly: Sets up in minutes with service-specific templates and existing workflows. There’s no need to write dialogs, determine intents, maintain conversation trees, or train large language models (LLMs).
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Grounded in trusted data: Grounds your AI agents in credible sources like your Knowledge articles, similar cases, and CRM data. All large language model (LLM) calls from Agentforce Service Agent go through the Trust Layer on the Salesforce Platform, which keeps customer data safe.
How Agentforce Service Agent Is Different from Einstein Bots
There are a few differences between Agentforce Service Agent and Einstein Bots.
Difference |
Agentforce Service Agent |
Einstein Bots |
|---|---|---|
Setup |
Sets up in minutes with prebuilt topics and actions. AI agents are powered by generative AI and large language models (LLMs) to provide flexibility and conversational capabilities similar to humans. |
Set up requires you to manually train natural language models (NLMs) to understand customer language and design dialogs. |
Maintenance |
Update a handful of out-of-the-box topics, actions, and instructions—or quickly create your own as service requests increase. Improve performance easily by adding and iterating on natural language instructions. |
Requires high maintenance to keep the dialogs and intents up to date and to train new dialogs and intents as service requests increase. |
Context and Exception Handling |
Understands human language and responds to follow-up questions and unplanned exceptions—has context of entire conversations. |
Can’t understand human language and responds only to the most recent question—has no context of entire conversations. |
Although Agentforce Service Agent is more advanced, you might choose to use Einstein Bots in a regulated industry that requires explainable processes with extra governance, or when you need to create and maintain highly specific, deterministic conversation flows using dialogs and intents.
Types of Agentforce Agents
Since Agentforce Agents can work across sales, service, marketing, and commerce, there are a few types of autonomous agents available for you to deploy.
Type |
Agentforce Service Agent |
Agentforce Copilot |
Agentforce SDR Agent (Sales Development Rep) |
Agentforce Sales Coach |
|---|---|---|---|---|
Description |
Resolves customer cases autonomously across channels 24/7 with natural responses. |
Assists employees semi-autonomously with day-to-day tasks to make them more productive and keeps humans in the loop. |
Helps sellers automate pipeline 24/7 by qualifying inbound leads and booking meetings for sellers. |
Gives every seller a dedicated AI coach to make them your best rep through on-demand, realistic role-plays tailored to each deal and personalized feedback. |
Agentforce Agents, including Agentforce Copilot, share the same building blocks on the Agentforce Platform, such as the Trust Layer and Prompt Builder.
Agentforce Service Agents Setup
Setting up an Agentforce Service Agent is easy. From Setup, in the Quick Find box, enter Agents or Agent Builder, and click New Agent. Then choose the type of agent to create.
Now you’re ready to create multiple autonomous agents to free up your team to focus on high-value work.