Get Started with Agentforce for Service
Learning Objectives
After completing this unit, you’ll be able to:
- Describe Agentforce for Service.
- Explain how Agentforce for Service is different from traditional chatbots.
What Is Agentforce for Service?
Agentforce for Service 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 for Service 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 for Service 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 for Service
Agentforce for Service offers flexible solutions to customer service challenges.
-
Responds 24/7: Answers questions, deflects cases, and meets service goals on channels at any time of day, whenever is convenient for your customer.
-
Replies naturally: Uses generative AI to craft conversational responses that understand context and match your brand’s voice.
-
Adds clarity: Instructs AI agents to ask questions specific to your business to gather and share more accurate information.
-
Handoffs to humans: Lets AI seamlessly transfer or escalate conversations to live agents who can solve more complex issues.
-
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).
-
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 go through the Einstein Trust Layer on the Salesforce Platform, which keeps customer data safe.
How Agentforce for Service Is Different from Einstein Bots
There are a few differences between Agentforce for Service and Einstein Bots.
|
Difference
|
Agentforce for Service
|
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 |
Updateout-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 for Service 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 Agents
Because agents can work across sales, service, marketing, and commerce, there are a few types of autonomous agents available for you to deploy.
Type |
Description |
|---|---|
Agentforce for Service |
Resolves customer cases autonomously across channels 24/7 with natural responses. |
Agentforce Copilot |
Assists employees semi-autonomously with day-to-day tasks to make them more productive and keeps humans in the loop. |
Agentforce SDR Agent (Sales Development Rep) |
Helps sellers automate pipeline 24/7 by qualifying inbound leads and booking meetings for sellers. |
Agentforce Sales Coach |
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. |
All agents can take advantage of the Salesforce AI building blocks, such as the Trust Layer and Prompt Builder.
Agentforce for Service Setup
Setting up an Agentforce for Service 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.
Resources
- Trailhead: Einstein Pricing: Quick Look
- Trailhead: Agentforce Copilot: Quick Look
- Trailhead: Agentforce for Service: Quick Look
- Trailhead: Quick Start: Build Your First Agent with Agentforce