Connect with Customers in New and Better Ways
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Agentforce is built into every Salesforce application to help customers, employees, and operations connect in new ways.
- Describe how Agentforce orchestrates every app to drive productivity, intelligence, and automation.
Agentforce 360 Drives Success Across Customers, Employees, and Operations
Agentforce 360 helps every company connect with their customers, employees, operations, and agents in a whole new way. It unifies every app and function across your enterprise, so that no matter the use case—a service rep resolving cases, an HR leader onboarding employees, or a supply chain manager assessing inventory—humans and agents are working together to drive success.
Agentforce 360 for Customers
Agentforce transforms how every team in an enterprise connects with customers.
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Agentforce Sales offers every selling tool on one integrated platform, with agents to assist and guide, so sellers can build pipeline faster, accelerate productivity, and close deals with AI and data built in.
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Agentforce Service is a platform where humans and agents collaborate from first contact to final resolution. Service teams can now deliver proactive, always-on support and scale personalized experiences 24/7.
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Agentforce Marketing allows every campaign to become a two-way conversation. Marketing teams can personalize content in real time and drive deeper engagement across every channel.
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Agentforce Commerce ensures every shopper gets a 24/7 concierge. From personalized product recommendations to proactive support, agents drive growth across every commerce touchpoint.
Across every function, Agentforce connects data, workflows, and customer interactions into one seamless journey—from first click to lifelong loyalty.
Agentforce 360 for Employees
Agentforce doesn’t just transform how teams serve customers, it changes how employees work.
Slack brings humans, apps, and agents together in one conversational workspace, connecting data, workflows, and decisions in real time.
Agentforce HR Service automates routine employee requests and empowers HR teams to focus on the complex. With AI-driven self-service, employees get answers instantly and resolve 96% of cases on their own.
Together, these solutions elevate every employee—boosting efficiency, creativity, and satisfaction.
Agentforce 360 for Operations
Behind every great customer experience is a powerful operational engine.
Agentforce extends its capabilities to the systems that keep businesses running smoothly.
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Agentforce Revenue is now fully agentic, connecting quote, order, and invoice workflows into one seamless process. With AI-guided selling and automation, teams can configure quotes and contracts in seconds.
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Agentforce Supply Chain, powered by Regrello technology, transforms static documents into orchestrated workflows, automating complex processes end to end.
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Agentforce Field Service & Operations predicts needs before they happen—scheduling maintenance and dispatching the right technician before an issue occurs.
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Agentforce IT Service integrates with over 100 partner systems to deliver proactive fixes and seamless cross-system actions. Agentforce IT Service replaces tickets with intelligent, conversational support. Agentforce detects issues early, resolves them autonomously, and escalates to humans when needed.
By connecting people, assets, and data, Agentforce turns operational complexity into coordinated action, making businesses faster, smarter, and more resilient.
Agentforce 360 Transforms Any Business Workflow
Agentforce is enabling companies to scale their workforces with AI agents for every line of business and every workflow both inside and outside their CRM, powered by MuleSoft.
Inside Salesforce, Agentforce can help qualify leads, schedule appointments, help manage inventory, or build custom actions tailored to a company’s needs. MuleSoft integrations enable this extensibility. Its unified API and integration layer allow Agentforce to act across any system and any workflow outside Salesforce, whether that’s processing a refund in SAP, enabling subscriptions through Snowflake, or onboarding employees in Workday.
With Agentforce now powering every app and every workflow, the natural next step is exploring how Trailblazers build, manage, and scale these agents responsibly and at enterprise scale.