Explore Agentforce Coworker

Learning Objectives

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

• Identify what Agentforce Coworker is and where to access it.
  
• Identify Agentforce Coworker’s key capabilities.
  
• List the data sources Agentforce Coworker connects to by default and optionally.
  
• Set up and use Agentforce Coworker.
  

The Modern CRM Challenge

Teams switch between Salesforce, email, and a dozen other tools every day, copying data, hunting for answers, piecing together information. By the time an employee has what they need for a customer call, they’ve already lost valuable time.

The answers they’re searching for exist somewhere. The problem is getting to them. Traditional keyword search returns a list of records. It can’t reason across your data, answer follow-ups, or take action on your behalf.

This isn’t a people problem. It’s a tooling problem. What if your CRM could think and act with you?

What Is Agentforce Coworker?

Agentforce Coworker is an autonomous AI teammate built directly into Salesforce Global CRM Search and is accessible in Salesforce Lightning, Salesforce Mobile, and more. It’s designed headless-first, meaning it isn’t tied to any single UI. It operates via APIs and meets your teams in the surfaces where they already work. And it can run inside other Salesforce apps behind the scenes. It works immediately with your CRM data, with no implementation or professional services required. And it can be enabled in Setup in just a few steps.

Once enabled, teams can search, ask questions, and take action in natural language, right from the search bar they already use and via the Ask button. Agentforce Coworker reasons across your data to give you answers, not just results, and acts by automatically routing requests to specialized AI agents. That’s what sets it apart from Einstein Search. Einstein Search only returns keyword-matched records. Agentforce Coworker understands your question and takes action on your behalf.

Key Capabilities at a Glance

Here’s what Agentforce Coworker can do right out of the box.

Behind the scenes, Agentforce Coworker orchestrates other agents, reasons across multiple data sources, and respects your existing Salesforce security settings. Users only see data they already have access to, with no new security configuration required.

Sign Up for a Developer Edition Org with Agentforce Coworker

To complete this badge, you need a custom playground that contains Agentforce Coworker and our sample data.

1. Click Create Playground, and then click Yes, Create Playground.
   
2. Your new org is automatically attached to your Trailhead account.
   
3. Make note of your org's expiration date and complete this badge before then.
   
4. Click Launch to open the playground.
   

Enable Agentforce Coworker

First things first, you need to add the correct permission sets to your User Profile so you can configure Agentforce Coworker.

1. Click and select Setup. The Setup page opens in a new tab.
   
2. From Setup Quick Find, search for and select Users.
   
3. Click EPIC, Orgfarm in the list of users.
   
4. Scroll down to the Permission Set Assignments section and click Edit Assignments.
   

5. From the list of Available Permission Sets, use the Add button to move Agentforce Coworker Admin from the Available Permission Sets to the Enabled Permission Sets list.
   
6. Click Save.
   

Now that the right permission sets have been assigned, it is time to enable Agentforce Coworker.

1. From Setup Quick Find, search for and select Get Started with Agentforce Coworker.
   
2. Click Get Started.
   
3. In the Turn on Agentforce Coworker section, set the toggle to On.
   

4. From the Turn on Agentforce Coworker? disclaimers window, click Turn On. Note: The process may take a minute or two.
   

Once Agentforce Coworker is ready to go, scroll down and review the Manage Data section. No need to add any checks here but notice that there are options to Add Existing Data and Connect External Data.

How Coworker Connects and Protects Your Data

Agentforce Coworker works out of the box with your existing Salesforce CRM data, similar to how global search functions. You can also expand what Agentforce Coworker can search by connecting additional data sources, such as Slack, Data 360, and Google Workspace. Regardless of which sources you enable, Agentforce Coworker never bypasses your security model. Sharing rules, profiles, permission sets, and policies for Data 360 all apply.

Some sources use federated search, which pulls information from external systems at query time—no data ingestion or indexing is required. Google Workspace sources work this way (unless they have been ingested by Data 360)—when a user searches, Agentforce Coworker queries Google Drive, Gmail, and Google Calendar in real time and returns results alongside Salesforce data. Each user connects their own Google account, so results always reflect their individual access.

Grant Access

Access to Agentforce Coworker is controlled through the Permission Set Group for Agentforce Coworker. Scroll down to the Manage Users section and grant yourself access so you can test Agentforce Coworker yourself.

1. Scroll down to the Manage Users section and click Manage next to Manage Access to Agentforce Coworker.
   

2. Add a check next to OrgFarm EPIC.
   
3. Click Assign.
   
4. Click Done.
   
5. That’s it. Agentforce Coworker is ready to be used.
   

See Agentforce Coworker in Action

With Agentforce Coworker fully enabled and knowledge uploaded, it is time to put Agentforce Coworker to work with a real-life scenario.

You’re an account manager at Pronto. Pronto is a food delivery company on a mission to help restaurants run better and help customers get faster, more reliable deliveries. Your team currently spends hours each week maintaining account relationships, monitoring promotions, deal statuses, and more across multiple apps. But that ends today. Agentforce Coworker to the rescue!

1. Click to open the App Launcher, then search for and select the Sales Console app.
   
2. Click Ask next to the Salesforce global search bar.
   

3. Enter Tell me about the results for the Charity Night – Harvest Table campaign? and press enter/return.
   
4. Notice that instead of keyword-matched records, Agentforce Coworker returns a reasoned response, reading across multiple records, synthesizing relevant information, and presenting a direct answer with inline citations you can click to view full record details.
   
5. With Agentforce Coworker still open, enter Compare it vs all the other promotions for this account and press enter/return.
   
6. Notice that Agentforce Coworker maintains context, so there’s no need to repeat the Account name or re-explain the original question. If the data is not presented in a side-by-side table (this is generative AI so presentation of this data is not always the same), try Put this info into a table to get a nice clean comparison of the two promotions.
   

Agent Orchestration

Agentforce Coworker also acts as the front door to a network of specialized agents, each purpose-built for analytics, sales coaching, customer service, account management, and more. Agentforce Coworker doesn’t inherently update records directly, but it routes requests to any enabled AI agents that can and surfaces their responses back in one place.

Use Agentforce Coworker to leverage one of the agents within this org to access the customer sentiment score for an account.

1. With Agentforce Coworker still open, ask Agentforce Coworker to check one of the available agents for the customer sentiment score. Try something like Ask one of the agents for the customer sentiment score for Harvest Table Kitchens and press enter/return.
   
2. Notice that Agentforce Coworker found the correct agent and used that agent to execute the request.
   
3. Now, see what happens if you ask Agentforce Coworker to update a record. Try something like Update Charlotte Dubois’s phone number to 972-555-1011 and press enter/return.
   
4. Notice that Agentforce Coworker says “Unfortunately, I'm not able to directly edit or update records in Salesforce from here.” Agentforce Coworker doesn’t update records directly by default but that ability can be enabled.
   

With a few clicks in the guided setup, Agentforce Coworker can be enabled to edit or update records. Return to the guided setup to make this adjustment.

1. Click and select Setup.
   
2. From Setup Quick Find, search for and select Get Started with Agentforce Coworker.
   
3. Scroll down to the Manage Data section add a check to Add Existing Data.
   

4. In the Salesforce row of the table, turn the Agent Actions toggle to ON.
   

Note: In this example, users are permitted to create or modify records with Agentforce Coworker. However, if users need to be restricted from creating or modifying records with Agentforce Coworker, switch the toggle off.

5. And that’s it, Agentforce Coworker can now edit or update records up to 15 records in a single command.
   
6. Click to open the App Launcher, then search for and select the Sales Console app.
   
7. Click Ask next to the Salesforce global search bar.
   
8. Once again, Ask Agentforce Coworker: Update Charlotte Dubois’s phone number to 972-555-1011 and press enter/return.
   
9. Click Confirm. Note: Agentforce Coworker creates and modifies records using the current user’s permissions, but doesn’t check those permissions until the user confirms the action. If permissions are insufficient, the create or update fails.
   
10. Notice that Agentforce Coworker is now able to successfully update this contact’s record.
    

Wrap Up

Fragmented tools slow teams down. Agentforce Coworker is a new way to interact with your CRM. Interact with Agentforce Coworker in natural language while it acts with other agents on your behalf, all while keeping existing security settings intact.

As a reminder, you just used Agentforce Coworker to do a lot of work on one account very quickly. You compared two different promotions, viewed the customer sentiment score, and updated the contact’s phone number all from one screen. Imagine what you could do with another 20 minutes! Enjoy working with your new teammate, Agentforce Coworker.

Resources

• Salesforce: Agentforce Coworker
• Blog: Meet Your Users’ New AI Teammate: Introducing Agentforce Coworker
• Documentation: Turn on Agentforce Coworker
• Blog: Agentforce Coworker, Your New Salesforce AI Teammate
• Documentation: Billing Considerations for Agentforce Coworker