Discover the Roles and Reach of Agentforce Public Sector
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how different types of governments use Agentforce Public Sector.
- Explain how Agentforce Public Sector improves the way constituents engage with government agencies.
- Describe how Agentforce Public Sector helps government staff accomplish their goals.
Serve Diverse Missions
Agentforce Public Sector is used by governments around the world, from national ministries and federal agencies to state departments and local municipalities. Whether helping an unemployed resident apply for benefits, helping an inspector to flag violations in real time, or guiding a constituent through complex licensing workflows, Agentforce Public Sector empowers agencies to deliver fast, trusted, and personalized service.
In this unit, you look at the range of users who rely on Agentforce Public Sector and the diverse missions they serve. You explore how all types of government workers use prebuilt apps, portals, AI agents, and real-time data to solve real problems. You also learn how Public Sector adapts to the unique structures and goals of national, regional, and local governments.
Empower Every Level of Government
Salesforce customers span the entire spectrum of government, from small municipalities to federal departments. Take a look at how each level of government employs Agentforce Public Sector to accelerate their work.
State, Provincial, and Local
With Agentforce Public Sector, grow and support your state, provincial, and local communities with a self-service portal–the centerpiece of a modern, digital-first constituent experience.
Give constituents ready access to essential resources, requirements, and online applications so they can apply for licenses, benefits, and social programs. For example, reduce the common bottlenecks associated with obtaining driver’s licenses and camping permits. From an online portal, constituents quickly get visibility into application statuses and benefit disbursements. Using a digital approach, you can also process requests and public complaints received online, reduce call volumes, and manage cases faster than ever.
Federal and National
For larger agencies, protect your workforce and data by delivering essential services safely and effectively, including from secure, work-from-anywhere environments. Accelerate grant approvals, community development application approvals, and agency processes. Manage employee hiring, onboarding, and career development, and digitize traditionally paper-based HR and IT workflows with intuitive low-code tools. Coordinate care across agencies and organizations to deliver important services, such as child welfare, food stamps, and home energy efficiency programs.
Security and Defense
With Missionforce, security and defense agencies can maximize IT efficiency, boost workforce productivity, and secure sensitive data across all classification levels. Talent Recruitment and Employee Experience apps support their hire-to-retire lifecycle and accelerate recruitment and onboarding, and enhance career tracking with mobile tools. Transform employee engagement with online forms that support digital signatures and automated approval processes.
Who Uses Agentforce Public Sector?
Across these different levels of government, there are a multitude of users that benefit from a digital-first experience. Explore how Agentforce Public Sector removes common barriers to success for each of these groups, starting with your constituents.
Constituents
Individual constituents interact with agencies for essential services and benefits, such as driver’s licenses and food stamps. Some individuals seek out employment opportunities with government agencies. Unfortunately, due to outdated and siloed systems, they often lack an understanding of agency roles, benefit eligibility, and application requirements.
Business owners, on the other hand, often struggle to navigate complex licensing, permitting, and grant processes and lack clear visibility into application status, timing, and requirements. As a result, they risk fines or penalties for missed deadlines.
Agentforce Public Sector eliminates the need for paper forms, phone calls, and long wait times, delivering a positive experience for both individuals and business owners. Using a portal built on Agentforce Public Sector, they can:
- Quickly review requirements, digitally submit information, and track the status of applications.
- Use automated prescreening to determine eligibility for social programs and benefits, fill out digital applications, and report changes affecting qualification.
- Receive important messages, provide documentation, and download approved licenses and permits.
- Find and apply for open job positions at the agency.
Compliance Officers and Inspectors
Compliance officers and inspectors issue licenses and permits and ensure applications adhere to regulatory requirements. These complex duties require ongoing communication with applicants and cross-agency collaboration.
With Agentforce Public Sector, compliance workers are automatically notified of new applications and can use a visual Kanban board to track their workload by status. Automated emails convey important information to applicants, which drastically reduces manual inquiries.
For inspectors out in the field, a connected mobile app helps them to efficiently document site visits, findings, and violations. Built-in checklists and dynamic digital assessments help them to ensure that every visit is thorough and accurate. Back at the agency, an AI agent assists compliance officers by quickly comparing inspection findings to documented policy, creating summaries of violations, and generating next actions directly from the application record.
Intake Officers, Caseworkers, and Investigators
Agentforce Public Sector accelerates the work of staff who protect and serve the community. Intake officers can use a centralized platform and AI to quickly record details from public complaints, track relationships and complaint history, and create case records for follow-ups.
Caseworkers can manage all of the inherent complexity associated with client cases, and use specialized tools and templates to create and manage care plans with goals, benefits, and tasks that are personalized for each constituent. They can also efficiently manage referrals and collaborate with external providers through a dedicated portal.
Investigative teams get a unified view of all case data, including complaints and participants, and can track physical and digital evidence, ensuring a clear and compliant chain of custody. Case managers can track the full lifecycle of every case, schedule court proceedings, and manage outcomes using real-time information sharing.
Hiring Teams
Public sector hiring teams, including recruiters, hiring managers, and interviewers play a critical role in building a capable and resilient workforce. Agentforce Public Sector accelerates government hiring with specialized tools for managing every step of the process, from job requisition to onboarding.
Teams can create requisitions and job postings, publish them to a branded career site, and jobseekers can browse listings and submit applications. AI agents assist by prescreening applications, highlighting best-fit candidates based on configurable criteria, and recommending next steps for reviewers. Recruiters can use intelligent filters to surface applicants by location, skill set, or credential status, while Agentforce generates summaries of candidate profiles to streamline review meetings.
An internal workspace helps hiring teams manage interviews, record feedback, and track vetting activities. When a selection is made, the platform can trigger background checks, onboarding tasks, and notification flows, ensuring a fast, compliant, and coordinated hiring process.
Analysts
In modern governments, analysts play a vital role in translating data into decisions. Agentforce Public Sector empowers analysts to monitor agency performance, assess service delivery effectiveness, and surface actionable insights, without waiting on IT or jumping between disconnected systems.
For example, a public health analyst tracking a housing assistance program uses real-time dashboards to measure trends in application rates, processing times, and disbursement accuracy. If a surge in incomplete applications occurs, Agentforce can generate a short brief flagging potential causes and recommend next steps. With Data 360 and Tableau integration, analysts can drill into performance by region, demographic group, or program tier to guide leadership decisions and policy adjustments.
Whether it’s understanding the impact of enforcement actions on compliance rates or modeling the cost-benefit of new programs, analysts armed with Agentforce Public Sector bring clarity, speed, and strategic alignment to every level of government.
Salesforce Admins
As with every Salesforce product, a dedicated admin sets up and maintains an Agentforce Public Sector org. To speed up adoption and setup, admins can use Salesforce GO, which guides them through essential and optional setup tasks. These tasks range from verifying licenses and configuring information sharing to building an Experience Cloud site using a template. Detailed admin and developer documentation, Trailhead badges, and a robust partner ecosystem are also on hand to support admins as they manage their Agentforce Public Sector orgs.
Up Next
In this unit, you learned how Agentforce Public Sector supports a broad range of constituents and agency workers across every level of government through a unified, intuitive, and secure system. Next, dive into the prebuilt apps that keep your agency running smoothly and efficiently.